--- title: Trust Ingenico MOVE 5000 Chip-and-Pin Troubleshooting description: Trust Ingenico MOVE 5000 Chip-and-Pin Troubleshooting --- [Skip to content](https://knowledgebase.card-saver.co.uk/trust-ingenico-move-5000-chip-and-pin-troubleshooting#main-content) ![Card\_Saver\_Logo\_Blue](https://knowledgebase.card-saver.co.uk/hs-fs/hubfs/Card_Saver_Logo_Blue.png?width=150&height=51&name=Card_Saver_Logo_Blue.png) - [Tickets](https://146238646.hs-sites-eu1.com/tickets-view) - [Sign out](https://146238646.hs-sites-eu1.com/_hcms/mem/logout) Open main navigation Close main navigation - [Tickets](https://146238646.hs-sites-eu1.com/tickets-view) - [Sign out](https://146238646.hs-sites-eu1.com/_hcms/mem/logout) How can we help you? - There are no suggestions because the search field is empty. 1. [Card Saver Knowledgebase](https://knowledgebase.card-saver.co.uk/?hsLang=en) 2. [Terminal Support](https://knowledgebase.card-saver.co.uk/terminal-support?hsLang=en) 3. [Trust Ingenico Move5000](https://knowledgebase.card-saver.co.uk/terminal-support?hsLang=en#trust-ingenico-move5000) # Trust Ingenico MOVE 5000 Chip-and-Pin Troubleshooting Have you attempted more than one card? This would confirm if the fault is with a particular customers card. Otherwise whilst the terminal is on the main screen (Trust logo with 3 icons at the bottom), hold down the eye icon (above the red button on the keypad) and press restart. Attempted a transaction for 1p to test. Remove and re-insert a card into the chip-and-pin reader a dozen or so times to clear any debris from the card reader slot. Re-attempt a transaction for 1p. If the same issue persists we need to check if the terminal is on the most up-to-date software. **(Please note that a software update can only be carried out on Wi-Fi).** From the main menu press the icon with the dots in the bottom-right hand corner of the screen. ![rtaImage](https://knowledgebase.card-saver.co.uk/hs-fs/hubfs/Knowledge%20base%20assets/rtaImage.jpg?width=231&height=368&name=rtaImage.jpg) Select Admin ![rtaImage (2)](https://knowledgebase.card-saver.co.uk/hs-fs/hubfs/Knowledge%20base%20assets/rtaImage%20(2).jpg?width=231&height=368&name=rtaImage%20(2).jpg) Enter your supervisor password and press the green button. ![rtaImage (3)](https://knowledgebase.card-saver.co.uk/hs-fs/hubfs/Knowledge%20base%20assets/rtaImage%20(3).jpg?width=201&height=352&name=rtaImage%20(3).jpg) Select software update. ![rtaImage (2)-1](https://knowledgebase.card-saver.co.uk/hs-fs/hubfs/Knowledge%20base%20assets/rtaImage%20(2)-1.jpg?width=202&height=355&name=rtaImage%20(2)-1.jpg) If an update is available this will download automatically and the terminal will reboot once complete. At this point try another 1p transaction. If you are still experiencing issues please e-mail tech.support@card-saver.co.uk for assistance.   - [Terminal Support](https://knowledgebase.card-saver.co.uk/terminal-support?hsLang=en#main-content) - [Trust Ingenico Move5000](https://knowledgebase.card-saver.co.uk/terminal-support?hsLang=en#trust-ingenico-move5000) - [Clover Elavon Paynt PAX A920](https://knowledgebase.card-saver.co.uk/terminal-support?hsLang=en#clover-elavon-paynt-pax-a920) - [AIB PAX A920](https://knowledgebase.card-saver.co.uk/terminal-support?hsLang=en#aib-pax-a920) - [AIB Clover veriFone v240](https://knowledgebase.card-saver.co.uk/terminal-support?hsLang=en#aib-clover-verifone-v240) - [Elavon VeriFone v240](https://knowledgebase.card-saver.co.uk/terminal-support?hsLang=en#elavon-verifone-v240) - [AIB Clover Elavon Paynt Ingenico MOVE 5000](https://knowledgebase.card-saver.co.uk/terminal-support?hsLang=en#aib-clover-elavon-paynt-ingenico-move-5000) - [AIB Clover Paynt Ingenico MOVE 3500](https://knowledgebase.card-saver.co.uk/terminal-support?hsLang=en#aib-clover-paynt-ingenico-move-3500) - [Online Support](https://knowledgebase.card-saver.co.uk/online-support?hsLang=en#main-content) - [Virtual Terminal](https://knowledgebase.card-saver.co.uk/online-support?hsLang=en#virtual-terminal) - [Customer Support](https://knowledgebase.card-saver.co.uk/customer-support?hsLang=en#main-content) - [Invoicing](https://knowledgebase.card-saver.co.uk/customer-support?hsLang=en#invoicing) - [Misc](https://knowledgebase.card-saver.co.uk/customer-support?hsLang=en#misc) - Home - Products - Pricing - Blog - Company [![Card\_Saver\_Logo\_Blue](https://knowledgebase.card-saver.co.uk/hs-fs/hubfs/Card_Saver_Logo_Blue.png?width=150&height=51&name=Card_Saver_Logo_Blue.png "Card_Saver_Logo_Blue")](http://card-saver.co.uk) E-mail - customer.services@card-saver.co.uk Postal address: Unit 2 Darwin Court, Hawking Place, Blackpool, Lancashire FY2 0JN. Registered company number: 09188754. Authorised and Regulated by the FCA. 2025 © Card Saver Limited,