Terminal Issues
With any terminal issues, please first hard reboot the terminal to see if this solves the problems: long press the on/off button until it restarts on its own (about 30 secs).
If this doesn't help, see the troubleshooting tips below per problem.
Power problems
The terminal does not charge or turn on, or if the screen keeps flickering with the Adyen logo:
When charging, always use the original Adyen charger.
Make sure the light next to the charger input is on, otherwise it's not charging.
Remove the battery for 15 minutes to let it rest, put it back in and restart.
Try replacing the battery with the one from a terminal that does work (make sure it's the same model). If it works, that indicates the battery is broken.
Payments problems
This could be related to a connectivity issue.
If the terminal is connected to Wi-Fi, switch to 4G to see if this resolves the issue.
If you are connected to 4G, try connecting to Wi-Fi.*
*If you do not have Wi-Fi, you can connect to a mobile hotspot with a password. We recommend contacting your network provider for a good solution.
Still problems? Follow these terminal diagnostic instructions from Adyen: Run connectivity tests.
Hardware component problems
On the terminal, you can run hardware tests to verify the state of the:
Chip card reader
Magnetic swipe reader
Keypad (on terminal models that have a physical keypad)
NFC antenna for contactless payments
Follow the hardware diagnostic test instructions from Adyen: Run hardware tests.
If none of these troubleshooting tips work, please contact [email protected] as you might still have warranty on your terminal (this is 1 year from purchase). The support team can check this for you and order a replacement terminal (if relevant). Otherwise you will have to order a new terminal to replace the broken one.