CloudPayments Acquiring Issues
CloudPayments Acquiring Issues
Section titled “CloudPayments Acquiring Issues”IZI uses CloudPayments for card payments. If the terminal isn’t working, clients can’t pay by card. Here’s how to diagnose and fix it.
Step 1 — Check Physical Connection
Section titled “Step 1 — Check Physical Connection”Before diagnosing in CRM, verify the basics:
- Terminal is powered on and not out of battery
- Cable is connected (for wired terminals)
- For Wi-Fi terminals — does it see the network? (check on the terminal screen)
Step 2 — Restart the Terminal
Section titled “Step 2 — Restart the Terminal”Most temporary errors clear after a restart:
- Turn off the terminal (hold the power button for 5–7 seconds)
- Wait 10 seconds
- Turn it back on
- Wait for full startup (screen shows “Ready” or similar)
- Try a test payment
Step 3 — Check Terminal Settings in IZI
Section titled “Step 3 — Check Terminal Settings in IZI”- Open Settings → Payment
- Confirm the terminal is selected in the “CloudPayments Terminal” field
- Check that the status shows “Active”
- Click Check Connection — IZI will ping the terminal
If the status shows “Unavailable” while the terminal is physically on:
- Make sure the terminal and the CRM computer are on the same network
- Check the terminal’s IP address — it shouldn’t have changed. If DHCP reassigned the address — update the setting in IZI
Step 4 — Check Internet on the Terminal
Section titled “Step 4 — Check Internet on the Terminal”CloudPayments requires a stable internet connection to authorize every payment:
- On the terminal screen, go to Settings → Network (exact name depends on model)
- Check that the network status shows “Connected”
- If there’s no network — resolve the network issue and try again
Step 5 — Initialization Errors
Section titled “Step 5 — Initialization Errors”If the terminal starts but shows an error on launch:
| Code / message | What to do |
|---|---|
| ”Initialization error” | Restart the terminal, then re-initialize via the terminal’s menu |
| ”Invalid key” | Contact IZI support — terminal needs to be re-paired |
| ”Terminal blocked” | Terminal blocked by the acquiring bank. Call CloudPayments |
| ”No license” | License expired or setup not completed. Contact IZI support |
Working Without the Terminal
Section titled “Working Without the Terminal”While the terminal is down, accept cash payments:
- In CRM → top up client balance → Cash
- Record it in the current shift
- When the terminal is restored — no recalculation needed, cash is already logged
For CloudPayments integration questions and licensing — contact IZI support.
Frequently asked questions
Terminal was working but stopped after a CRM update — why?
After updates you sometimes need to reselect the terminal in settings: Settings → Payment → Terminal, then click Save. If that doesn't help — contact IZI support with the update version.
Can I connect two terminals to one cash register?
In the standard configuration — one terminal per cash point. For multiple terminals, additional setup is needed through IZI support.
Terminal shows 'no connection' but internet is working — what's the problem?
Often a network settings issue: some routers block ports used by CloudPayments. Check that port 443 is open, or try connecting the terminal through a different access point.
Client paid via NFC, terminal beeped, but no transaction appeared in CRM
Wait 1–2 minutes — contactless payments sometimes process with a delay. If the transaction still doesn't appear — check the CloudPayments transaction history in your CloudPayments dashboard (not in IZI) and contact IZI support with the date and amount.