First, avoid charging twice
A screen timeout is not enough to prove a payment failed. Check the transaction result in the provider’s approved app or terminal workflow before trying again. If the result is unclear, ask support rather than repeatedly submitting the same payment.
Record the time, amount and error message without copying full card details. Tell the customer you are checking the payment state; do not promise a refund until you know what happened.
Work through low-risk checks
- Identify the scope.
Is it one terminal, all terminals, the EPOS connection or every internet-connected device? A card decline is not necessarily a connectivity fault.
- Check provider status.
Read Dojo’s live status page for active incidents and provider instructions. This guide does not claim there is or is not an outage now.
- Check power and the selected connection.
Confirm charging or power leads are secure. Check the expected Wi-Fi, wired or mobile connection only where that option exists on your device and is authorised for your setup.
- Follow model-specific support instructions.
Use the Dojo Help Centre for the exact device. A restart may be appropriate once transaction status is clear; do not use a generic button sequence from a different model.
Dojo’s outage guide identifies power, network and payment-system failures as different causes. The checks above are general triage, not a diagnosis or a guaranteed repair.
Avoid changes that create a larger outage
- Do not factory-reset the terminal, alter security settings or delete an integration on guesswork.
- Do not restart a shared router during service without authorisation and awareness of the other systems using it.
- Do not assume every Dojo device can switch to 4G, or that mobile coverage will be available inside your premises.
- Do not take card numbers by email or write them down as an improvised fallback.
- Do not assume an offline-payment mode exists or is approved for your account.
Give support a useful handover
Have the model, merchant reference, exact error, time of failure, affected devices and checks already attempted ready. If it is an EPOS link problem, include the EPOS product and version and contact the integration supplier as appropriate.
Use only a fallback already agreed with your provider and business. Dojo describes standalone and integrated modes, but their availability and safe use need confirming for your setup; see our EPOS compatibility guide.
Time Consulting is not Dojo’s technical support desk and cannot remotely repair your terminal. For non-urgent setup planning, we can discuss requirements. A missing bank transfer is a separate issue covered in settlement times.
Sources and method
Author: Time Consulting editorial team. Checked: .
We checked the public primary sources below and separated published product information from our practical planning suggestions. This is desk research, not a hands-on product test or a whole-market recommendation. Features, eligibility and terms can change; confirm your own written offer before committing.
- Dojo: card machine outages — Provider guidance on power, connectivity and service failures.
- Dojo service status — Live incident information; this guide does not assert current availability.
- Dojo Help Centre — Device-specific instructions and the provider's support routes.
- Dojo integrated payments — EPOS connection, operating modes and supplier involvement.
We may receive an introducer fee. Provider approval, pricing and contractual decisions remain with the relevant provider. Ask about a source, correction or our commercial relationship.