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FAQ

Security with SIX Payment Services.

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This section contains a selection of FAQs about our products and services. It is designed to be clear, concise and user-friendly.

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What should I do if the card has got stuck in my terminal or is blocked?
 
  • Disconnect the terminal from the power for at least 1 minute. "Terminal-ID" and "OK" will then appear on the display. Click on "OK". You will then be asked to enter your password. You can find the password in your contract documents.
 If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents

What should I do if the message "card in reader, continue with OK" is displayed?
 
  • Press "OK" and enter your password. You can find the password in your documents.

If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

What should I do if the message "Tampered State/Key Lost" is displayed?
 
There is a fault. Your terminal needs to be repaired. Please contact our Support Team. You can find the telephone number in your documents.

My terminal is blocked. Nothing is working anymore.
  • Disconnect the terminal from the power for at least 1 minute.
  • Clean the reader with the cleaning card.
If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

What should I do if the card is requested a second time (read error)?
 
  • Disconnect the terminal from the power for at least 1 minute.
  • Clean the reader with the cleaning card.
If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.


What should I do if the chip reader is unresponsive?
  • Disconnect the terminal from the power for at least 1 minute.
  • Clean the reader with the cleaning card.
If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.
What should I do if the message "card not recognized" is displayed?
 
  • Initialize your card profile. You can find information about initialization in your user manual.
If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.



The Internet connection to my payment terminal has stopped working. What should I do?

  • Check your Internet access
    Unplug your router from the power for a few moments, then plug it back in again and try to re-establish an Internet connection. If this does not work, please contact your provider.

  • Check cables
    Check whether the light for the port you are connected to is lit up on the router/HUB/switch. Unplug the Ethernet cable at both ends, then plug it back in again. Alternatively, use another port on the router.

If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents



The connection from my payment terminal to the WLAN network has stopped working. What should I do?

  • Check your Internet access  
    Unplug your router from the power for a few moments, then plug it back in again and try to re-establish an Internet connection. If this does not work, please contact your provider.

  • Check the signal strength
    Check on your terminal display (antenna symbol) whether the signal strength is strong enough.  If the signal strength is too weak, move closer to the access point.

  • Restart terminal 
    Restart/reboot your device. Press and hold down the yellow "Corr" button on your mobile terminal for 5 seconds. The terminal will be operational again in 1-2 minutes.

  • Restart 
    Interrupt the power supply to the router and to the terminal for at least 1 minute.

If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.



The GPRS/3G connection to my mobile payment terminal has stopped working. What should I do?

  • Check the signal strength
    If the signal strength is too weak or the display reads "No GPRS Signal found", change your location, for example by moving closer to a window or out into the open.

  • Restart
    Restart/reboot your device. Press and hold down the yellow "Corr" button on your mobile terminal for 5 seconds. The terminal will be operational again in 1-2 minutes.

  • Check your SIM card
    Check the SIM card by removing and then re-inserting it.

There is a fault. Your terminal needs to be repaired. Please contact our Support Team. You can find the telephone number in your documents.



The connection from my payment terminal to the ISDN line has stopped working. What should I do?

  • Check the signal strength
    If the signal strength is too weak or the display reads "No GPRS Signal found", change your location, for example by moving closer to a window or out into the open.

  • Restart
    Restart/reboot your device. Press and hold down the yellow "Corr" button on your mobile terminal for 5 seconds. The terminal will be operational again in 1-2 minutes.

  • Check your SIM card
    Check the SIM card by removing and then re-inserting it.

If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.



What should I do if the message "obtain IP address from DHCP server" is displayed?

  • Check your Internet access
    Unplug your router from the power for a few moments, then plug it back in again and try to re-establish an Internet connection. If this does not work, please contact your provider.

  • Check cables
    Check whether the light for the port you are connected to is lit up on the router/HUB/switch. Unplug the ethernet cable at both ends, then plug it back in again. Alternatively, use another port on the router.

  • Interrupt the power supply to the router (for at least 1 minute) and to the terminal.

  • Restart/reboot
    Restart/reboot your device. Press and hold down the yellow "Corr" button on your mobile terminal for 5 seconds. The terminal will be operational again in 1-2 minutes.

If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.



What should I do if the message "no contact to PMS" is displayed?

  • Check your Internet access
    Unplug your router from the power for a few moments, then plug it back in again and try to re-establish an Internet connection. If this does not work, please contact your provider.

  • Check cables
    Check whether the light for the port you are connected to is lit up on the router/HUB/switch. Unplug the ethernet cable at both ends, then plug it back in again. Alternatively, use another port on the router.

  • Interrupt the power supply to the router (for at least 1 minute) and to the terminal.

  • Restart/reboot
    Restart/reboot your device. Press and hold down the yellow "Corr" button on your mobile terminal for 5 seconds. The terminal will be operational again in 1-2 minutes.

If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.


How do I obtain a statement?

You can check the payment on your notice of credit at any time. Please keep in mind that transactions are credited within two working days of day-end closing.
We can be contacted by phone if you have any queries or if anything is unclear. The telephone number can be found on your terminal. Please have the following details ready so that we can assist you as quickly as possible:
  • Notice of credit
  • Bank statement​


How can I change an address or other details?

If your address, bank account details or document header have changed, you can let us know using the contact form.

 

How can I make changes to a contract?

If the proprietor, owner or legal structure changes, the contract must also be changed. Use the contact form to inform us of the desired change.