Card Terminal (GBTI) Troubleshooting Guide

Card Terminal (GBTI) Troubleshooting Guide

Purpose: Guide for restaurant staff on how to restore connection on the Verifone GBTI card terminal, check Wi‑Fi settings, and know when to contact the bank.

Use case: For restaurant cashiers or supervisors when the card terminal is not connected, cannot process transactions because of no network, or needs a quick report print check.

Mandatory first step before additional troubleshooting
If the terminal is not showing a connection, go into Com Control and start the Network Interface before doing anything else.



1. Before Attempting to Troubleshoot

  1. Confirm the terminal is powered on and the screen is visible.
  2. Check whether the issue is a connection issue or a bank response message.
  3. If there is no Wi‑Fi or network connection showing on the terminal, start with Com Control.
  4. If the terminal already has connection and it shows messages such as Card Declined or similar transaction responses, do not continue troubleshooting the device. Contact the bank.


2. Quick Access to Terminal Settings

To access terminal settings: Press 1, 5, and 9 at the same time.

Terminal password: 200331.




3. Troubleshooting No Connection or Wi‑Fi Issues

Use this section when the terminal is not showing network connection, Wi‑Fi is down, or transactions cannot go through because the terminal is offline.

  1. Press 1, 5, and 9 at the same time to open the terminal settings.
  2. Open Com Control.
  3. Check the Communication Panel. If Wi‑Fi or the network is not active, go to the Wi‑Fi option.
  4. In the Wi‑Fi menu, start the Network Interface if it is not already running.
  5. If prompted, enter the terminal password: 200331.
  6. Confirm the terminal is connected to the correct Wi‑Fi network: SOMA_IOT.
  7. Open View / Edit if you need to confirm the saved network details.
  8. Check Authentication and confirm the password is entered correctly under Pre‑Shared Key (PSK).
  9. Save the settings and return to the main screen.
  10. Confirm the terminal shows connection again before testing a transaction.

4. Once the Terminal is Back Online

  1. Return to the main transaction screen and confirm the terminal is showing connection.
  2. Test only if the terminal is back online.
  3. If the terminal now has connection but shows messages such as Card Declined or other similar bank / transaction responses, contact the bank instead of continuing device troubleshooting.
  4. Restaurant Terminal (GBTI) Contact: 231-4400 ext. 3268 or 231-4393 ext. 3502

5. Printing a Quick Report Check

  1. Use this section only if you need to confirm the terminal can still print properly.
  2. From the main screen, scroll and open Reports.
  3. Select the report option needed, such as Summary or Details.
  4. Print the report and confirm the receipt prints clearly.


6. Quick Decision Guide

Symptom

Likely Area

Action

No connection on terminal

Wi‑Fi / network interface

Go to Com Control and start Network Interface first

Wi‑Fi not connected

Saved network or password

Check SOMA_IOT, Authentication, and Pre‑Shared Key (PSK)

Terminal is online but shows Card Declined or similar message

Bank / transaction response

Contact the bank

Need to confirm printer is working

Terminal printer

Print a Summary or Details report




7. Recommended Troubleshooting Sequence
  1. Check whether the terminal has power and is turned on.
  2. If there is no connection, open settings using 1 + 5 + 9.
  3. Go to Com Control and start Network Interface.
  4. Check Wi‑Fi and confirm the terminal is on SOMA_IOT.
  5. Check the password only if needed.
  6. Return to the main screen and confirm the connection is back.
  7. If the terminal has connection but shows Card Declined or similar bank messages, contact the bank.


8. Common Terminal Errors

Use this section when the terminal has internet connection and is already connected, but it is showing payment-related messages during a transaction.

If the terminal is connected and you are seeing messages such as:

  • Card Declined
  • Do Not Honour
  • Issuer Unavailable
  • Transaction Not Permitted
  • Invalid Card
  • Expired Card
  • Call Issuer
  • Processing Error
  • other similar bank or card-related error messages

​

Do not continue with additional terminal troubleshooting.

These messages usually indicate that the terminal is working and has already reached the bank or card processor.

At that point, advise the staff member or customer that the issue is bank-related and they should contact the bank for further assistance.


GBTI Terminal Contact

For support related to these bank or terminal response messages, contact:

Restaurant Terminal (GBTI)
Phone: 231-4400 ext. 3268
Alternative: 231-4393 ext. 3502

Important Note

Only continue terminal troubleshooting if the issue is related to:

  • no power
  • no Wi-Fi or network connection
  • terminal not responding
  • receipt paper issues
  • unable to access the transaction screen
If the terminal already has connection and is returning a bank response, the next step is to contact the bank.
                   
                                                                                                                                     End of Article

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