My PX5 accept button doesn't work

Modified on Mon, 6 Jun, 2022 at 2:05 PM

Overview

This article will provide direction on the PX5 accept button not working correctly.

Procedure

NOTE: Before you go any further, make sure that you have batched out the terminal. The steps after this will remove any pending transactions from the terminal.

If your processor is Heartland

You will need to call the Heartland PAX team at 888-909-8498.Explain to them that you are using a PX5 and the accept button on screen does not work.Ask to be directed to the PAX Team for a firmware update.

If your processor is First Data

Call PAX support at 904-900-3741 option 4.Explain to them that you are using a PX5 and the accept button on screen does not work.

PAX Support will guide you through the steps to do a firmware update.

Once the firmware is reset, you will need to have what is called a Datawire ID reset.

To accomplish this you will need to know your merchant number. Then call 800-704-4202 option 2.Explain to them who you are and that you just had to do a firmware update to your terminal and need to have your Datawire ID reset. They will ask for information to verify the account. There are multiple ways of doing this, and they will discuss the options with you. They include, but are not limited to, emailing a code to the email address on file and/or calling the number on file with an automated system that will read you a 6 digit code.

For all other processors

Call PAX support at 904-900-3741 option 4.Explain to them that you are using a PX5 and the accept button on screen does not work.

PAX Support will guide you through the steps to do a firmware update.

As always, we are here to assist you in the process if you would like, but it is considered a billable "Premium Service."