If your RevPay terminal is freezing, timing out, declining payments, or failing to complete transactions, follow the guidance below to determine your next steps.
My terminal is powered on but cannot complete a payment
If your terminal is powered on but a transaction freezes, continues loading, or times out:
- Check whether your practice's Wi-Fi and internet connection are working properly.
- Determine whether other devices in your practice are experiencing internet connectivity problems.
- If your practice is experiencing network problems, contact your IT provider for assistance.
- Before attempting another payment, verify whether the original transaction was processed in the RevPay Merchant Portal.
- If the transaction status cannot be confirmed or the terminal continues to malfunction, contact RevolutionEHR Customer Support.
Important: Do not repeatedly submit a payment when you are unsure whether the previous attempt succeeded. This could result in duplicate charges.
My terminal is connected to Wi-Fi but payments are still failing
A terminal may appear connected to Wi-Fi even when the practice's internet connection is experiencing problems.
If the terminal continues to freeze, time out, or fail to complete payments:
- Confirm that the practice's internet service is working reliably.
- Check whether other devices are experiencing connectivity problems.
- Contact your IT provider if you suspect network or internet instability.
- Contact RevolutionEHR Customer Support if the internet connection is functioning normally but terminal payment processing continues to fail.
A payment appears in the RevPay Portal but not in RevolutionEHR
If a terminal payment appears successful in the RevPay Merchant Portal but is missing from the patient's account in RevolutionEHR:
- Locate the transaction in the RevPay Merchant Portal.
- Verify its status and note the transaction reference number.
- Review the patient's Payment History in RevolutionEHR.
- If the payment is successful in the portal but missing from RevolutionEHR, contact Customer Support.
Provide the transaction reference number, amount, and approximate date and time.
Do not process the payment again until the original transaction has been reviewed.
My terminal will not turn on
Follow the instructions in:
RevPay - Terminal Will Not Turn On
This article covers charging, power sources, and charging accessories.
My terminal needs an update
Follow the instructions in:
RevPay - Updating Your Terminal
If the update cannot be completed after following the documented instructions, contact Customer Support.
My terminal is requesting a PIN
See:
This article explains the terminal PIN and when it may be required.
How do I request a replacement terminal?
If your terminal continues to malfunction, contact RevolutionEHR Customer Support.
Support will first assist with troubleshooting using the applicable terminal Knowledge Base articles.
If the issue cannot be resolved through troubleshooting, Support will coordinate the terminal replacement process.
What information should I provide when contacting Support?
Be prepared to provide:
- The terminal issue you are experiencing
- Any error messages displayed
- Whether your Wi-Fi and internet connection are functioning
- Whether the issue occurs consistently or intermittently
- Whether a payment appears in the RevPay Merchant Portal
- The approximate transaction date and time, if applicable
- The transaction reference number, if available
For assistance, contact customersupport@revolutionehr.com.