My new terminal arrived but can’t process payments

If you’ve just received a new or replacement terminal and it’s not processing payments, the most common cause is that it needs to be properly connected to your account.

Typical reasons:

• The terminal isn’t connected to the correct Wi-Fi network
• The terminal still has a previous merchant’s session cached (for replacement devices)
• The Login PIN hasn’t been entered yet

Step by step

1. Connect the terminal to your Wi-Fi network.
2. Open the Stitch Core Payment app.
3. If prompted, clear the app cache first (especially if this is a replacement device).
4. Enter your Login PIN when prompted. You can find this on your Stitch Express dashboard at express.stitch.money (visible to Owners and Admins only).
5. Once logged in, try a test transaction to confirm it’s working.

If the terminal still can’t process payments after following these steps, contact Stitch support with the terminal’s serial number and we’ll check the configuration on our side.

Need more help?

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