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Here are some tips for problems with Stripe payment terminals.

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

Error #1: The transaction is declined

During a transaction, the following message may appear :

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

  1. The Wi-Fi connection broke during the transaction.

  2. The buyer’s card is invalid.

  3. Several cards were presented to the terminal at the same time.

  4. The terminal disconnected from the computer.

  5. 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.

  2. Check whether the terminal is connected to Wi-Fi. If this is the case, turn off the terminal by holding down the Power button, then turn it back on.

  3. Make sure the terminal is connected to the box office. If it is not, click on the terminal you want to use, then click Connect.

  4. If the Wi-Fi connection is good, ask the buyer to try with another card OR to insert the card into the terminal, then enter their PIN.

  5. Make sure that the buyer presents only one card to the terminal.

  6. Make sure that the buyer uses a Visa, Mastercard or debit card and not an amex card.

Error #2: The computer cannot connect to the terminal

When connecting a terminal to the box office, it is possible for the connection to fail. The following message will appear on the screen.

This situation can occur if:

  • The transaction is declined on the computer and an error message (an error has occurred) later appears on the terminal.

  • The Wi-Fi connection was broken and then restored. When you try to redo the transaction and connect to the terminal again, a connection failure message appears.

Here are the two causes behind a connection failure:

  1. The terminal is off.

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

How to fix the error :

  1. Make sure the terminal is on.

  2. Make sure the terminal is connected to the same Wi-Fi as your computer. If it is not :

    • Hold your finger on the screen and slide to the right

    • Click on Settings

    • Enter the code: 07139

    • Click on Networks and choose the wifi network of your choice

    • Once connected to a working network, go to the counter and click on Retry. You should then see the list of terminals appear.

When the failure message appears, click Retry. You should then see the list of terminals appear.

If the error still appear, follow those instructions in the Chrome navigator :

Error #3: Unable to add tickets to cart

When you try to add tickets to your cart, the action may not complete. 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

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


The box office is mainly tested and used with Chrome, Firefox and Safari. If you are using a different browser, it is recommended to install one of the browsers mentioned above.

Error #4: 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 terminal, it is possible that the rented terminal will not appear in the list, even if this same terminal was used the day before.

This can happen if:

  • You have rented a terminal for a pre-set period of time, and that period has expired. Please note that the terminal will only be visible during the rental period.

  • If the terminal is not connected to Wi-Fi or is off, but associated with the rental, it will be displayed as Offline.

How to fix the error

Contact our team to change your rental period.

Error #5: Tickets are in the shopping cart, but unable to proceed to checkout

Tickets have been added to the shopping cart, but it is impossible to proceed to checkout and complete the transaction.

This situation occurs if:

  • Certain rates added to the cart need mandatory information to be filled in.

  • Buyer information is required for specific events/rates.

How to fix the error

Click on the notification Information is required for this rate. A new page will appear and all you have to do is enter the requested information.

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