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.

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.

Weak Cellular Signal

The ArcadePay Controller uses cellular for its internet connection. If the machine is in a low-signal area:

  • Move the controller's antenna to the outside of the machine (top or back panel) where it has a clearer line of sight.
  • 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.

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.