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Business / EFTPOS, payments & eCommerce / EFTPOS & merchant support - CommBank / My EFTPOS terminal won't connect

Have you tried restarting your terminal?

We know it sounds simple, but we’ve found turning your EFTPOS terminal off and on again can fix the problem about 40% of the time.

If you’re not sure how to restart your terminal, follow these instructions.

Common reasons why your terminal isn't connecting

Network outage

Check if your network provider has reported an outage or any planned maintenance.

If you've got a Smart terminal, you can switch between network providers in the event of an outage. 

Damaged terminal 

If you think your terminal is damaged or defective, call our dedicated Merchant Helpdesk on 1800 230 177, available 24/7. We’ll repair or replace it as soon as possible.

CommBank EFTPOS outage 

Check if we’ve reported any system outages or issues. We’ll also let you know what we’re doing to fix the problem on this page.

How to take payments offline 

While your terminal is offline, you can keep taking payments through Store & Forward or offline vouchers.

Store & Forward 

Store & Forward allows you to take payments with your EFTPOS terminal, even when it can’t connect to the network. It's already enabled on all our EFTPOS terminals.

To use Store & Forward:

  • Continue using your terminal as normal
  • Follow the instructions on screen. Your terminal may ask for a signature from some cardholders
  • Once you’re reconnected, these transactions are automatically forwarded to us for processing – you don’t need to do anything
  • Make sure you keep all your offline receipts as back up

We can help

Things you should know