Here are a few useful suggestions that you can try if you’re experiencing any trouble with your Jane Payments Terminal.
1️⃣ Is the Terminal being charged correctly?
The Terminal needs to be plugged into a wall outlet (with at least 5W power) with the cable that was provided with the Terminal and an adaptor to connect the cable to the wall. The terminal cannot be plugged into a laptop or another device for charging.
Ensure the battery is in the terminal the right way. The customer warning message on the battery will be facing outward. Note: if the battery is already installed, please remove and reinstall it in the device.
For first-time use, please allow your Terminal to charge overnight. You can then leave your Terminal on charge each night, the battery will ‘turn off’ when full. The battery charge status is indicated by an icon on-screen during charging.
To charge the battery, connect the cable provided to the right side of the Terminal (there is a little lightning bolt symbol). You then need to connect the cable to an adaptor to plug into the wall. You can tell the battery is charging in the top right of the terminal screen, you’ll see a little lightning bolt in the battery if it is currently charging.
2️⃣ Have you clicked Pay?
Hitting one of the Pay buttons will prompt payment on the terminal.
3️⃣ Ensure Your Terminal Uses Secure Encryption
When connecting your terminal, it’s essential to verify that your Wi-Fi network is secured with encryption protocols such as WPA/WPA2/WPA3-Personal or WPA2/WPA3 EAP-PEAP Enterprise. Additionally, your network must be password protected.
4️⃣ Restart your Terminal
- Hold down the power button, until the “Power off / restart” buttons show up. Tap restart, then confirm you’d like to restart.
- Here typically a Jane logo will show up
- Reconnect the reader by swiping left to right and tap Settings
- Enter the administrative pin: 0 7 1 3 9
- Tap Generate Pairing Code
- Back in your Jane account enter the pairing code. That’s under Settings > Jane Payments > click the blue pencil beside the Jane Payments Account then > Link Jane Payments Terminal.
5️⃣ Do a Factory Reset on your Terminal
Step 1: Before You Begin
- Make sure the reader is powered on, it is plugged into the charger, and you have access to a working WiFi network with Internet.
Step 2: Start the Factory Reset
- Press and hold the two side buttons (with blue lines) for 10–15 seconds (one button is on each side of the reader)
- A confirmation dialog will appear - Tap “Yes” to confirm the factory reset
Step 3: Wait for the Reset to Complete
- The screen will go blank, then cycle through several screens as it erases and resets
- Once the reset is complete, the screen will say “Not connected to the Internet”
- Tap “Connect to WiFi”
- Choose your WiFi network, enter the password, and tap “Connect”
- Once connected, tap the Back button in the bottom-left corner of the screen
Step 4: Update and Configure the Reader
- The reader will now say it’s connected and ready to update - Tap “Update”
- The device will download and install firmware, then ask you to select a language
- It may flicker or switch screens a few times, then prompt you to select your country
- The reader will download the appropriate software and configuration for your selected country
Step 5: Restart the Reader
- When installation is complete, hold the power button down and tap “Restart”
- After restarting and connecting to the network, the device should land on the normal splash screen
6️⃣ Try processing a payment
Once you have tried all the above tips, try processing a payment starting from within Jane and selecting the Jane Payments Terminal as the payment method. Within the appointment or purchase click the blue Pay button, then follow the steps to process the payment in-person.
Still running into issues with your terminal?
We’re here to help get things sorted quickly. Reach our team at [email protected] and we’ll jump in.