> For the complete documentation index, see [llms.txt](https://docs.verifone.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.verifone.com/support-nordics/t650-two-piece/errors/external-pin-pad-not-connected.md).

# External PIN Pad Not Connected

What to do when your T650 Two-Piece shows External PIN pad not connected or Login Failed.

{% hint style="info" %}
**Use this page when** your T650C shows **"External PIN pad not connected"** or **"Login Failed"**.
{% endhint %}

{% hint style="warning" %}
**"Login Failed" isn't the same as "Log On Failed".** "Login Failed" means the T650C has lost its connection to the P400.
{% endhint %}

<details>

<summary>Keywords</summary>

Also called: external PIN pad not connected, PIN pad not connected, login failed, P400 not connected, P400 disconnected. Search terms: external PIN pad, PIN pad, P400, T650C, login failed, cables, not connected.

</details>

## Symptoms

You may see one or more of the following:

* The T650C shows **"External PIN pad not connected"**.
* The T650C shows **"Login Failed"**.
* Payments started on the T650C don't appear on the P400.

**Why this happens:** the T650C can't connect to the P400. This is usually because a cable is loose, or the network connection has dropped.

Your T650 Two-Piece has two units: the **T650C** (the unit you use to start payments) and the **P400** (the PIN pad your customer uses). The P400 gets its **power and network connection from the T650C**.

## Resolution

{% stepper %}
{% step %}

### Check the cables

1. Unplug **all** the cables from both the **P400** and the **T650C**.
2. Plug them back in, making sure each one is **pushed in firmly**.
3. Compare your cables with the pictures below.

<figure><img src="https://2708971099-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fa0qV9Wx6LdSaDc8JrEef%2Fuploads%2FMeoF99Z1o88YHTi6lvR6%2Ft650tp-cables-reference-p400.jpg?alt=media" alt="P400 cable connections" width="300"><figcaption><p>P400</p></figcaption></figure>

<figure><img src="https://2708971099-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fa0qV9Wx6LdSaDc8JrEef%2Fuploads%2FSUzsVqeILYPi1wV2WTiQ%2Ft650tp-cables-reference-t650c.jpg?alt=media" alt="T650C cable connections" width="300"><figcaption><p>T650C</p></figcaption></figure>

✅ **Connected — stop here.** ❌ **Still not connected — continue to Step 2.**
{% endstep %}

{% step %}

### Check the network connection

Make sure the T650C is connected to your network — see [How to Check the Network Information](/support-nordics/t650-two-piece/how-tos/how-to-check-the-network-information.md).

✅ **Connected — stop here.** ❌ **Still not connected — continue to Step 3.**
{% endstep %}

{% step %}

### Restart the terminal

Restart the T650C — see [How to Reboot the Terminal](/support-nordics/t650-two-piece/how-tos/how-to-reboot-the-terminal.md). The P400 restarts with it, because it's powered by the T650C.

✅ **Connected — stop here.** ❌ **Still not connected — contact Support below.**
{% endstep %}
{% endstepper %}

## Still not working?

{% hint style="info" %}
**Still need help? Contact Verifone Support.**

If the steps above haven't resolved the issue, <mark style="color:red;">contact Verifone Support</mark>. Tell us the troubleshooting steps you've already tried — it helps us get you to the right support faster.
{% endhint %}


---

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