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External Box Office: Solutions to Possible Errors When Using a Stripe Terminal
External Box Office: Solutions to Possible Errors When Using a Stripe Terminal

Troubleshooting the use of a Stripe terminal. Transaction declined, no connection to a terminal, etc.

Geneviève Têtu avatar
Written by Geneviève Têtu
Updated over a month ago

Here are some tips for problems with Stripe payment terminals.

If your solutions do not appear in this list, share them with us by clicking on the conversation icon at the bottom right corner of this page.

Error #1: The Transaction Is Declined


When the time comes to connect a terminal to the external box office, the connection may fail. The following message will appear on the screen:

There are several reasons why a transaction may have been declined:

  • The Wi-Fi connection broke during the transaction.
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  • The buyer’s card is invalid.
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  • Several cards were presented to the terminal at the same time.
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  • The terminal disconnected from the computer.
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  • The customer is trying to pay with an Amex card.

How to fix the error :

  1. Check whether the computer is connected to Wi-Fi.
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  2. Check whether the terminal is connected to Wi-Fi. If so, turn the terminal off by holding the Power button, then turn it back on.
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  3. Make sure the terminal is connected to the box office.
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    If not, click on the terminal you want to use, then click Connect.
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  4. If the Wi-Fi connection is good, ask the buyer to try using another card OR inserting the card into the terminal, then enter their PIN.
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  5. Make sure that the buyer presents only one card to the terminal.
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  6. Ensure the buyer uses a Visa, Mastercard or debit card, not an Amex card.

Error #2: The Computer Cannot Connect to the Terminal


When connecting a terminal to the box office, the connection can fail. The following message will appear on the screen.

This may happen if:

  • The transaction is declined on the computer, and an error message (an error has occurred) later appears on the terminal.
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  • The Wi-Fi connection was broken and then restored. A connection failure message appears when you try to redo the transaction and connect to the terminal again.

Here are the two causes behind a connection failure:

  1. The terminal is off.
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  2. The terminal is not connected to Wi-Fi.

How to change the WI-FI on the Stripe Terminal :

  1. Make sure the terminal is on.
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  2. Make sure the terminal is connected to the same Wi-Fi as your computer. If it is not :
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    • Hold your finger on the screen and slide to the right;
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    • Click on Settings;
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    • Enter the code: 07139;
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    • Click on Networks and choose the wifi network of your choice;
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    • Once connected to a working network, go to the counter and click on Retry. You should then see the list of terminals that appear.

Error #3: Steps to Follow if the Terminal Is Not Connected Even Though It Is Detected:

  1. From the terminal, check that it is on the same network as the device on which you opened the external box office :

    1. Hold your finger on the screen and slide to the right;

    2. Click on Settings;

    3. Enter the code: 07139;

    4. Click on Networks, and check that the terminal is on the same network as the device on which you opened the external box office.
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  2. From the terminal, check that DNS resolution is successful :

    1. Go to Settings;

    2. Click on Diagnostics;

    3. Scroll down to see the DNS resolution on the screen.

    4. Check the DNS resolution status (DNS = Passed).

If DNS resolution is not successful :

  1. Go back to the terminal settings;

  2. Click on Networks;

  3. Click on the Wi-Fi name;

  4. Click on DNS Settings;

  5. Click on the Recommended tab;

  6. Click on the Save button at the top right of the screen;

  7. Go back to Settings, then Diagnostics.

  8. Check that DNS resolution is successful.

To change your WI-FI on Google Chrome :

  1. Click the three little dots at the top right of your Chrome browser, then click Settings;

  2. Click on Privacy and Security, then on Security;

  3. Scroll down the page and activate the Use secure DNS option;

  4. Select DNS provider. Using the drop-down menu, select Cloudflare (1.1.1.1).

Error #4: Unable to Add Tickets to Cart


Trying to add tickets to your cart, but the action doesn't work?

The only possible cause that has been observed is that the computer being used is not connected to Wi-Fi.

How to fix the error

  1. Connect the computer to Wi-Fi.
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  2. Once connected to Wi-Fi, refresh the page and try again.

Note: The box office is mainly tested and used with Chrome, Firefox, and Safari. If you use a different browser, we recommend installing one of the browsers mentioned above.


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  1. From the terminal, check that it is on the same network as the device on which you opened the external box office :
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    1. Hold your finger on the screen and slide to the right;
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    2. Click on Settings;
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    3. Enter the code: 07139;
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    4. Click on Networks, and check that the terminal is on the same network as the device on which you opened the external box office.
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  2. From the terminal, check that DNS resolution is successful :

    1. Go to Settings;
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    2. Click on Diagnostics;
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    3. Scroll down to see the DNS resolution on the screen;
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    4. Check the DNS resolution status (DNS = Passed).

If DNS resolution is not successful :

  1. Go back to the terminal settings;
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  2. Click on Networks;
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  3. Click on the Wi-Fi name;
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  4. Click on DNS Settings;
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  5. Click on the Recommended tab;
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  6. Click on the Save button at the top right of the screen;
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  7. Go back to Settings, then Diagnostics;
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  8. Check that DNS resolution is successful.
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To change your WI-FI on Google Chrome :

  1. Click the three little dots at the top right of your Chrome browser, then click Settings;
    ​

  2. Click on Privacy and Security, then on Security;
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  3. Scroll down the page and activate the Use secure DNS option;
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  4. Select DNS provider. Using the drop-down menu, select Cloudflare (1.1.1.1).

Error #5: The Stripe Terminal Does Not Appear in the Box Office


If you click on the gear in the upper right corner and then on Connect to a terminal, the rented terminal may not appear in the list, even if it was used the day before.

This may happen if:

  • You rented a terminal for a pre-set period, which has expired. Please note that the terminal will only be visible during the rental period.
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  • If the terminal is not connected to Wi-Fi or is off but is associated with the rental, it will be displayed as Offline.

How to fix the error

Contact our team to change your rental period.

Error #6: Tickets Are in the Shopping Cart, but Unable to Proceed to Checkout


Tickets have been added to the shopping cart, but proceeding to checkout and completing the transaction is impossible.

This may happen if:

Specific rates added to the cart require mandatory information to be filled in before payment.

How to fix the error:

Click on the notification. Information are required for this rate. A new page will appear, and you can enter the requested information.
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Error #7: An Error Message Is Displayed when Selecting the Stripe Integrated Payment Method.


A message indicates no terminal is connected when you pay for the transaction via a Stripe terminal.


This may happen if:

  • You have not rented a Stripe terminal;
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  • The rented terminal is not connected to Wi-Fi or is switched off;
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  • You have lost the Wi-Fi connection in the terminal.

How to fix the error:

  1. Click on Connect a terminal and repeat the connection steps;
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  2. Contact our team to check that the terminal rental period is still active.

Error #8: The Transaction Has Been Cancelled


A message indicating that the transaction has been cancelled appears on the screen.

This may happen if:

You cancelled the transaction from the external box office.
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How to fix the error :

Try to make the payment again.

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