Terminal is unable to connect to Wi-Fi

To check connectivity, go to Settings by swiping from left to right on the screen. Enter the admin PIN 07139 then select WiFi Settings.
Ensure the reader is connected to the same network as your computer.
Check that signal strength is good.

Terminal is unable to connect to Ethernet

Ensure that the reader is firmly inserted into the dock by removing it from the dock and inserting the bottom side first.
Both the Ethernet and power cables must be connected before the reader is inserted. Ensure both cables are plugged in then re-insert the reader.

Terminal is unable to connect to the Scratch dashboard/app/extension

Make sure Server Driven Integration setting is enabled.
- You can enable the server driven terminal setting from the Terminal tab of Collect Payment page in the Scratch web dashboard
- Click Manage in the top right corner above the table with your clinic terminals
- Toggle Server Driven Integration setting on, then click Close
Restart your reader
- Press and hold buttons on side of reader until Restart option appears
Reseat the terminal battery by following the steps below:
- Remove the back cover
- Remove the battery
- Make sure the red triangle with the exclamation point is on the top
- Put the battery back into the terminal

Terminal is unable to update

Disconnect then reconnect the terminal to Wi-Fi
Ensure your Wi-Fi connection is strong and stable. If not, move the terminal to a location with better signal.
Restart the terminal by holding down the power button for 5 seconds then pressing "Restart."
If you have a mobile hotspot (e.g. from a cell phone) available, connect the reader to the hotspot for the updates to complete, then reconnect it to the intended network.

Terminal is flashing green lights

Flashing green lights indicate that the terminal must be replaced under warranty. Contact Scratch Payment Processing Support by emailing partners@scratchpay.com or calling 626-600-7170 to get a replacement terminal.

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