Elavon Point of Sale Devices

Affected Service(s):

Elavon Processing Solutions / Elavon Point of Sale Devices

Issue Summary: Connectivity issues affecting UK points of sale terminals.

We are experiencing an issue with the GPRS connectivity of our UK terminals that may be impacting the normal service quality you receive. We are sorry for this unexpected interruption. The issue seems to be caused by some UK carriers and not by the Elavon terminals themselves.

In order to force your terminal to connect to Elavon via Wi-Fi, please check the below link to a step-by-step video guide:
https://www.youtube.com/watch?v=trTEZQ1UlYE

In case you are not able to access that link, please find the guide below:

1. Press the menu key and select ‘TERMINAL’, then ‘TERMINAL CONFIG’ and press ‘Change’.
2. Select the required communication mode from the three types displayed and the terminal will attempt to establish a connection. The icon in the top left corner will change depending on the communication mode selected.

If the terminal is not able to connect automatically to the new selected mode, follow the below steps:

a) Bluetooth
Please note for the Bluetooth connection to work, there must be either an Ethernet or PSTN cable or both plugged into the base. Although PSTN might not be relevant, you must go through the following PSTN process to change IP setting and change base settings.

1. Press the menu key and select ‘TERMINAL’, then ‘TERMINAL CONFIG’ and press ‘Enter’.
2. Select ‘Bluetooth’ from the list.
3. Press ‘Enter’ on the ‘Enter profile number’ screen and select either ‘Tone’ or ‘Pulse’ as the dial type.
4. Check with your phone provider if a prefix is required for the terminal to dial out via PSTN and if blind dialling is needed (standard choice would be no).
5. Place the terminal on the Bluetooth base and select ‘Assign to base’. Press ‘Cancel’ until you get back to the main menu.

b) Wi-Fi:

1. Press the menu key and select ‘TERMINAL’, then ‘TERMINAL CONFIG’ and press ‘Enter’.
2. Select ‘Wifi’ from the list.
3. Select ‘Profiles’, then ‘New profile’ and then ‘Automatic’.
4. The device will search for Wi-Fi networks and display those available.
5. Select the relevant network, select ‘Personal’ or ‘Enterprise’ network and enter the Wi-Fi password.

Our technical teams are working hard to solve the problem, so we can get you up and running again as quickly as possible. We will update you within the next two hours, as more information is available, so please watch your inbox.

Once again, we are sorry for the trouble this is causing you.

With best wishes,
Elavon Customer Support

Your information is processed in line with Elavon’s Privacy Policy (IRL), or Privacy Policy (UK).
U.S. Bank Europe DAC. Registered in Ireland with Companies Registration Office. The liability of the member is limited. United Kingdom branch registered in England and Wales under the number BR022122.
U.S. Bank Europe DAC, trading as Elavon Merchant Services, is a credit institution authorised and regulated by the Central Bank of Ireland. Authorised by the Prudential Regulation Authority. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request.