You can follow these troubleshooting steps to quickly identify and fix common issues with your payment terminal. Most problems can be resolved without replacing the device, but you may need to contact Support if the issue continues.
Follow Adyens step-by-step troubleshooting guidelines.
Additional troubleshooting steps
Does your terminal turn on?
Select from the choices below to diagnose the problem with your payment terminal:
The terminal does not turn on
If the terminal is not starting up, follow the steps below:
Make sure that you've connected all necessary items that were delivered with the terminal.
Make sure that the power cord is plugged in, and charge the terminal for at least 30 minutes.
Hold the Confirm button for at least 3 seconds.
Try replacing the battery with a spare one.
If the terminal still does not start, contact Support.
Terminal turns on
Your terminal turns on, but it has a problem.
If this is the case, follow the steps in this Adyen article: Terminal turns on | Adyen Docs
Not connected
The terminal shows "Network not connected" or similar.
If this is the case, follow the steps in this Adyen article: Not connected | Adyen Docs
Boarding the terminal
The terminal shows a message about boarding or setting up the terminal.
If this is the case, follow the steps in this Adyen article: Boarding the terminal | Adyen Docs
Passcode for menu access
In your Customer Area, retrieve the passcode to open menus on your terminal.
If this is the case, follow the steps in this Adyen article: Passcode for menu access | Adyen Docs
Battery problems
The terminal doesn't charge properly or doesn't charge at all.
If this is the case, follow the steps in this Adyen article: Battery problems | Adyen Docs
Charger problems
Your charger is not charging the battery.
If this is the case, follow the steps in this Adyen article: Charger problems | Adyen Docs
Red exclamation mark
The terminal shows a red exclamation mark (!) on the display.
If this is the case, follow the steps in this Adyen article: Red exclamation mark | Adyen Docs
Keypad failure
A key is stuck and/or the terminal makes a constant noise.
If this is the case, follow the steps in this Adyen article: Keypad failure | Adyen Docs
One-time password
Retrieve the terminal's password from the Customer Area.
If this is the case, follow the steps in this Adyen article: One-time password | Adyen Docs
Payment failure
The terminal's payment function isn't working properly.
If this is the case, follow the steps in this Adyen article: Payment failure | Adyen Docs
Pending
The terminal shows the pending icon.
If this is the case, follow the steps in this Adyen article: Pending | Adyen Docs
Receipt roll
There is a problem printing receipts.
If this is the case, follow the steps in this Adyen article: Receipt roll | Adyen Docs
Service mode
The display shows "Terminal in Service mode".
If this is the case, follow the steps in this Adyen article: Service mode | Adyen Docs
Tampered
The terminal display shows Tamper.
If this is the case, follow the steps in this Adyen article: Tampered | Adyen Docs
Wrong terminal received
The wrong terminal was delivered to you.
If this is the case, follow the steps in this Adyen article: Wrong terminal received | Adyen Docs