What to Do If Your ArcadePay Controller Goes Offline

What to Do If Your ArcadePay Controller Goes Offline

If an ArcadePay Controller shows as offline in your dashboard or customers see a "credit card unavailable" message at the machine, follow these steps.

!ArcadePay payment screen showing Paying by credit card is currently unavailable error *What customers see when the ArcadePay Controller is offline or disconnected*

First-Time Setup: Controller Not Appearing in Dashboard

If you just installed the controller and it has lights on (1 blue + 2 red, with one red light blinking) but is not showing in your dashboard yet:

  • The blinking red light means the controller is connected. This is the expected state after a successful first install.
  • The first-time connection takes up to 10 minutes to sync and appear in your dashboard. This only happens once.
  • Open dashboard.streampay.dev in your browser, sign in, and go to Machines. Your device should appear within 10 minutes of powering on.
  • If it still does not appear after 15 minutes, power-cycle the controller: unplug from the machine's 12V power, wait 10 seconds, plug back in, and wait another 10 minutes.

Note: ArcadePay tracks card and digital payments only. Cash or coins inserted directly into the coin mechanism are not recorded as ArcadePay transactions. If your machine has cash pulse reporting enabled, a cash total may appear separately under Reports → Cash.

Quick Checks First

  1. Check power. Confirm the controller is receiving 12V power from the machine. A brief power interruption can cause the controller to drop off.
  2. Power-cycle the controller. Unplug the controller from the machine's 12V power, wait 10 seconds, then plug it back in. Allow up to 10 minutes for it to reconnect and show online.
  3. Check for a power timer. If the machine is on a power timer, the controller will go offline whenever the timer cuts power. This is expected behavior — the controller comes back online automatically when power is restored.

Controller Is Online but QR Code Shows an Error

If your controller shows as online in the dashboard but customers at the machine see a "Paying by credit card is currently unavailable" or "Contact Technician" message when scanning the QR code, the controller may have outdated firmware.

What to do: Contact ArcadePay Support with your machine name or device ID (found in your dashboard under Machines). We can push a firmware update to your controller remotely — there is nothing to install or connect on your end. Most updates complete within a few minutes.

After a firmware update, scan the QR code again. The payment page should load normally.

This is not something you can trigger yourself from the dashboard. If you see this error and a power-cycle does not resolve it, reach out to support and we'll push the update for you.

Weak Cellular Signal

The ArcadePay Controller uses cellular for its internet connection. You can check the signal level for each controller in your dashboard under Machines. A signal reading of 15 or above is the target; 20+ is ideal.

If a controller is dropping its connection or showing a low signal reading:

  • Move the controller's antenna to the outside of the machine (top or back panel) where it has a clearer line of sight. The metal cabinet walls can significantly weaken the cellular signal.
  • Avoid placing the antenna directly against metal panels.

After repositioning, power-cycle the controller and wait for it to reconnect.

If Multiple Controllers Go Offline at Once

If several controllers across multiple locations all go offline around the same time, this may be related to a platform or firmware update rather than a site-specific issue. In that case:

  1. Power-cycle each affected controller.
  2. Allow 10–15 minutes for them to reconnect after each power-cycle.
  3. If they continue going offline, contact ArcadePay Support and let us know how many controllers are affected and which locations.
We may be able to prioritize a firmware or connectivity fix on your account.

Damaged or Broken Antenna

The ArcadePay Controller's antenna uses a magnetic base that attaches to the outside of the machine. If the antenna has been physically broken or snapped off (for example, from machines being pushed against a wall), the controller may show weak or no signal.

What to do:
  1. If the antenna is still attached but bent, try repositioning it upright and externally on the back or side panel of the machine.
  2. If the antenna is broken or missing, contact ArcadePay Support. We can send a replacement antenna.
  3. To prevent future breaks, mount the antenna on the back or side panel of the machine rather than a high-traffic front area. The magnetic base allows easy repositioning.
Avoid placing the antenna on the top of a machine where it is easily knocked off or against metal walls where it may snap under pressure.

Received a Replacement Controller

If ArcadePay shipped you a replacement controller to swap for a defective unit:

  1. Reply to your support email thread with the new controller's device ID (printed on the box or unit label). ArcadePay support will link the new device to your account.
  2. Copy your machine settings to the new controller so you do not need to rebuild products and pricing from scratch — see Copy Machine Settings to Another Controller.
  3. Return the old controller using the prepaid return label from ArcadePay. Once the return is received, the defective unit is removed from your account. Billing is paused on the old device while the return is in transit.
If you have not received a return label, reply to your support email and request one.

Still Not Connecting?

Contact ArcadePay Support with:
  • The machine name and location
  • The serial number or device ID from the dashboard (Dashboard → Machines)
  • A photo of the controller's LED status lights if visible
  • A note on whether a power-cycle was attempted and how long you waited
We'll investigate and get you back up as quickly as possible.