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Payment terminal: Frequently asked questions
Payment terminal: Frequently asked questions
Updated today

Security & compliance

Is the terminal secure and compliant with payment industry standards?

Yes, the payment terminal is designed with robust security features and adheres to the highest industry standards:

  • PCI certified: ensures compliance with Payment Card Industry Data Security Standard requirements

  • End-to-end encryption: protects cardholder data throughout the entire transaction process

  • EMV chip technology: supports the latest in secure payment methods, reducing the risk of fraudulent transactions

  • Automatic updates: regular software updates to address any emerging security threats

The terminal is a secure, compliant payment solution that helps protect your business and guests.

Connectivity

How can I connect the terminal to the internet?

Connect the terminal via:

  • WiFi: Connect to your wireless network (use the same network as Little Hotelier Front Desk)

  • Ethernet: Use the charging dock with an ethernet cable. The charging dock also keeps your terminal charged.

How can I check if the terminal has a stable internet connection?

  1. Access Settings

    1. Swipe right from the left screen edge

    2. Tap Settings button

    3. Enter the admin pin: 07139

  2. Select WiFi

  3. Verify network connection status

  4. Review connection details

What should I do if I can’t connect to Wi-Fi?

Try these steps in order:

  1. Verify your computer’s Wi-Fi connection

  2. Connect terminal to the same network

  3. Ensure network is WPA-Personal or WPA2-Personal with password protection

  4. Update WiFi router firmware

  5. Reconnect your computer to the Wi-Fi connection

  6. If issues persist, try ethernet connection via the charging dock

What should I do if I'm having router networking issues?

If you are using a router, refer to the router’s manual and reconfigure the network setup.

Hardware & battery

How long does the terminal battery last?

The terminal battery will last approximately 8 hours on a full charge.

Why is the terminal screen timing out?

The screen will timeout when the terminal isn’t connected to a power source. By default, the screen will automatically turn off after one hour of inactivity.

To update screen timeout settings, navigate to Settings > Appearance > select preferred screen timeout from the options.

The screen will automatically activate on touch or when a payment is requested.

Can I turn off the sound on the terminal?

Yes, you can turn off the sound on your terminal by following these steps:

  1. Access Settings

    1. Swipe right on the left side of the main screen

    2. Tap Settings

    3. Enter the admin PIN: 07139

  2. Select Sound

  3. Deselect the Payment Tone checkbox

Payment methods

Which payment methods are supported by the terminal?

Card payments:

  • Visa

  • Mastercard

  • eftpos (Australia only)

  • American Express

  • Maestro

  • JCB* (Australia only)

*Card needs to be inserted, no contactless payments.

Mobile wallets:

  • Apple Pay

  • Google Pay

  • Samsung Pay

Shipping

Can the terminal be delivered to a P.O. Box?

Unfortunately, we can’t ship to P.O. boxes. Please provide the physical property address for delivery.

How do I return my payment terminal?

Please contact our support team to initiate a return of your order.

What should I do if my terminal arrives damaged?

When you receive your terminal, check the packaging and terminal for any damage. If you notice any damage, contact our support team immediately.

How do I cancel my order?

For any questions about cancelling or returning your payment terminal, please reach out to our support team.

Troubleshooting

Connectivity error codes

The terminal might display error codes if it encounters issues updating its software. Here are some steps to help diagnose the errors:

  • Connect the terminal to your network using an ethernet cable and the charging dock

  • Check the Wi-Fi connection

  • Remove any Wi-Fi signal interference from nearby appliances such as microwaves, concrete walls or distance from the router

Common error codes

F-DOWNLOAD: Firmware failed to download due to connectivity or asset deployment issues. Please contact Little Hotelier support if changing your internet connection doesn't solve the issue.

F-INSTALL: Firmware failed to install due to connectivity or BBPOS server issues. Please contact Little Hotelier support if changing your internet connection doesn't solve the issue.

F-TAMPER-<error_code>: Device tampering error. Please reboot the device to see if that resolves the issue. If not, please contact Little Hotelier support.

WR5: Failure to connect to Stripe Services. Please check your connectivity error.

AEU: Update failed to fully download due to intermittent connectivity issues. Please try again.

Downloading and installing software updates

If your terminal isn't updating, check your network connection:

  1. Access Settings

    1. Swipe right from the left screen edge

    2. Tap Settings button

    3. Enter the admin pin: 07139

  2. Select Diagnostics

  3. Check Connectivity status is Passed (Terminal is connected)

Payment processing issues

The Payment terminal dashboard will show the status of each device - online or offline. This signals whether the device is connected and can process payments.

  1. Restart the terminal

  2. Check the internet connection:

    1. Navigate to Settings (swipe right from the left screen edge > tap Settings button > enter the admin pin: 07139 > select WiFi > verify connection status)

  3. Confirm software updates:

    1. Go to Settings > Diagnostics

    2. Verify Connectivity shows Passed

  4. Re-register your terminal (if required)

    1. Navigate to My apps > Payments > Payment terminal

    2. Click View > Disconnect > Connect terminal

  5. If you continue to experience problems after following the steps above, please contact Little Hotelier support.

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