1. On your Mews POS app, find the card reader that is not working.
2. Click Check Connectivity.
3. The system displays the list below and marks a red exclamation point next to the issue it identifies.
   • Device network connection
   • Terminal address DNS resolution
   • Device and terminal communication

4. Click Done.

You can now proceed with the troubleshooting steps below according to the identified issue.

1. On the payment terminal, go to Settings > Wi-Fi settings.
2. Tap the network you are currently connected to.
3. Confirm all of the following are visible and correct:
   • SSID: The name of the Wi-Fi network.
   • Signal strength: This should be between 3 to 5 bars or above 70 dBm. A weak signal is a common cause of connectivity failures.
   • IP address: Write this down as you need it for Step 2.

If the terminal shows no IP address or is not connected, move the terminal closer to the access point, or ask your IT team to verify the terminal is on the correct SSID.

If the IP address is visible and connected, continue to Step 2.

1. On the Android POS tablet or phone, go to Settings > Wi-Fi.
2. Tap the connected network to view its details.
3. Confirm:
   • SSID matches the terminal's SSID exactly, including any capital letters or spaces.
   • IP address is in the same subnet as the terminal. For example, if the terminal is 10.10.16.45, the Android device should also show an IP in the 10.10.16.x range.

If the SSIDs do not match, connect the Android device to the correct network and retry.

If the IPs are on different subnets, for example, terminal is 10.10.16.x but Android is 192.168.1.x, contact your IT team. The devices are on separate network segments which prevents them from communicating.

If your terminal sits in an Ethernet or Wi-Fi charging dock:

1. Confirm the dock is physically connected. Check that the Ethernet cable is securely plugged into both the dock and the router
2. Remove the terminal from the dock and check its Wi-Fi details screen again.
3. Compare the IP address shown in the dock to the address out of the dock.

If the IP address changes significantly between the two states, the dock may be overriding the terminal's network connection. Contact your IT team or terminal vendor for guidance.

1. On the payment terminal, go to Settings > Diagnostics.
2. Run the connectivity check.
3. Review the results:
   • All checks passed: The terminal can reach the internet, go to Step 5.
   • One or more checks failed: Note which check failed, such as, DNS, HTTPS, time sync and continue with Step 5.

DNS check failed: The terminal cannot resolve domain names. This is usually a router or firewall configuration issue.

HTTPS/443 check failed: Outbound traffic on port 443 is being blocked. Contact your IT team to allow it, see Step 5.

If diagnostics failed, ask your IT team to check the following on your router, firewall, or Wi-Fi controller for the SSID used by the POS and terminal:

A. Allow client-to-client communication

Ensure the following are disabled on the POS/terminal SSID:

• AP Isolation, also called "Access Point Isolation"
• Intra-BSS blocking
• Client isolation

If enabled, these settings prevent devices on the same network from connecting with each other.

B. Allow outbound internet traffic

Ensure the following outbound traffic is not blocked:

• TCP port 443 (HTTPS): Required for Stripe payment processing.
• UDP port 123 (NTP/time sync): Required for certificate validation.

C. Whitelist required domains

Ensure the following domains are not blocked by any firewall, content filter, or DNS policy:

• *.stripe.com
• *.stripe-terminal.com
• *.googleapis.com
• time.google.com

If your network uses VLAN segmentation, confirm that POS devices and terminals are in the same VLAN, or that inter-VLAN routing is configured to allow traffic between them.

1. In the Mews POS app, open Menu > Settings > Card readers.
2. Confirm:
   • Your terminal appears in the list.
   • It is set as the active or selected terminal.
3. If the terminal is missing from the list, re-add it:
   • Ensure the terminal IP address from Step 1 is entered correctly in the POS configuration.
   • Save the settings and return to the Card readers screen.

1. In the Mews POS app, open Menu > Settings > Card readers, locate the option to Check connectivity.
2. Tap it and wait for the result.
3. Review the outcome:
   • Success: The POS app can reach the terminal. Move on to Step 8 only if you are still experiencing payment failures.
   • Failed / Timeout / "No terminal connected": The app cannot reach the terminal IP. Continue to Step 8.

This test confirms at a network level whether the Android device can reach the terminal's IP address.

1. Note the terminal's IP address from Step 1.
2. On the Android device, install a free network utility app such as Fing, Ping & Net, or Network Analyzer from the Play Store (if not already available).
3. Open the app, enter the terminal IP address, and run a ping test.
4. Interpret the results:

If the steps above have not resolved the issue, reproduce the problem carefully and note the exact error messages shown.

1. Open an order in Mews POS and go to the Payment methods screen.
2. Select Card to initiate a payment.
3. Watch both screens simultaneously and note:
   • The exact error message on the POS, such as, "No terminal connected", "Timeout", "Reader unreachable”.
   • The exact error message on the terminal, such as, "No electronic card reader connected", "Connecting to reader" with no progress.
   • The approximate local time when the error occurs.
   • Which terminal is being used if multiple are present.

Use these error messages to identify the cause: