My terminal shows a network error or won’t connect to the payment server

If your terminal is displaying a network error or can’t reach the payment server, it usually means there’s a connectivity issue that can be resolved with a cache clear and restart.

Common causes include:

• The terminal has lost its Wi-Fi connection
• The network is blocking the terminal’s connection to the payment server
• The terminal’s internal clock is out of sync, causing a security certificate error
• The terminal was recently moved to a new location or network

Step by step

1. Check that your terminal is connected to Wi-Fi (or has a SIM signal).
2. Test another device on the same network to confirm the internet is working.
3. Try using a different Wi-Fi network or mobile hotspot to rule out network issues.
4. Clear the app cache on the Stitch Core Payment app.
5. Restart the terminal by powering it off and on again.
6. Open Stitch Core Payment app and log in using your merchant PIN.
7. Try processing a test transaction.

If the error persists after clearing the cache and restarting, your network may be blocking the terminal’s traffic. Contact Stitch support with your terminal’s serial number and we’ll investigate.

Need more help?

If you are still having trouble, reach out to Stitch Express support and we will get you sorted.