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Troubleshooting and FAQ

Common Resolution Steps

Many problems can be solved by reading the questions and answers provided here. Consult the section below and follow these steps if required.

Cloud EFTPOS

How do I change the preset amounts on my terminal?

This completed through the Cloud EFTPOS Web Portal. Click here for more information.

Please note that this will only affect the terminal in standalone mode. If a terminal is operating in integrated mode, please refer to the ANZTEC POS settings.

How do I change the tile colours on the select amount screen?

This completed through the Cloud EFTPOS Web Portal. Click here for more information. Please note that this will only affect the terminal in standalone mode.

I've forgotten my Refund or Merchant Passcode

Go to the Cloud EFTPOS Web Portal set your passcode using these instructions.

I've forgotten my password to Cloud EFTPOS

Go to Cloud EFTPOS Web Portal. On the Sign In screen choose Forgot your password?, enter your email address and tap Send. You will receive an email with instructions for resetting your password.

How can I view my sales history?

You can view your sales history by logging into Cloud EFTPOS Web Portal and navigating to the Reports section on the left menu. There are a variety of reports which help you see your transaction history, complete reconcilliation and see helpful business insights.

How can I change my payment tile values?

You can edit your payment tile values on the Cloud EFTPOS Web Portal. For further instructions, please refer to the Cloud EFTPOS Web Portal help page.

How do I display different amounts of tiles?

Currently, 1-4 tiles can be displayed on-screen. Use the instructions found here to change configurations.

How can I provide receipts to customers?

Turning this setting on will enable QR code receipts after a transaction has been completed. Please follow the instructions outlined here.

Terminal

My terminal displays 'Device Tampered'

If the terminal detects any attempt to modify it then it will respond by 'Tampering’ and display 'Unit Tampered'. This protection occurs regardless of whether the terminal is powered up or not. When the device Tampers it erases all sensitive information, such as the Acquirer / Bank keys used for transaction processing.

The device will not be able to perform any transactions from this point on. The device needs to be returned to Quest to reset the tamper condition. The device indicates a tamper response by displaying a particular message once the tamper event occurred.

Contact Support to arrange the repair of your terminal should your unit display that it has been tampered.

Blank Screen / terminal isn’t turning on
  1. Ensure the battery is charged to a sufficient level. Additional information on the battery state can be found using the status light
  2. Reboot the terminal by following these instructions
  3. If the problem persists, contact Quest Support

For further details about power management and terminal bootups, please review the Power Management.

How do I check if my terminal can access the EFTPOS network?

Perform a Host Log-On in the DPT dashboard by following these instructions:

Step Instructions
1 Select the Menu button (☰) from the top edge of the display or hold down the button for 3 seconds and then the Host Logon button.
2 Review the receipt which should display 'Approved'. If you receive any other error, look up the error code and take the recommended steps to rectify.

If you can successfully perform a host log-on, but still cannot transact, please contact our technical support team here!

Any Other Issues

For any other issues, please contact support and we will help you in any way we can!