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Payment Terminal | Troubleshooting issues

If your payment terminal is not working correctly, follow the steps below based on the issue you are experiencing.

QUICK START GUIDE:

  1. Restart the payment terminal.

  2. Check the cable connection between the terminal and the Order Station.

  3. Restart the Order Station app.

  4. Check your internet connection.

  5. Contact support if the issue persists.

STEPS EXPLAINED:

Issue 1: Payment terminal is frozen or unresponsive

If the terminal screen is frozen or not responding to taps:

  1. Hold the power button on the terminal for 5–10 seconds until the screen turns off.

  2. Wait 10 seconds, then power the terminal back on.

  3. Once it has restarted, attempt a test payment to confirm it is working.

  4. If the terminal freezes again, restart the Order Station app as well: close the app, wait 30 seconds, and reopen it.

Issue 2: Pinpad is not connecting to the Order Station

If the Order Station shows the payment terminal as offline or cannot connect to the pinpad:

  1. Check that all cables between the payment terminal and the Order Station are firmly connected at both ends.

  2. Try disconnecting and reconnecting the cable.

  3. Restart both the payment terminal and the Order Station app.

  4. If using a network (Ethernet) connection, check that the cable and network switch are working correctly.

  5. Contact us if the terminal remains offline after these steps.

Issue 3: Transactions are failing

If payments are being declined or failing at checkout:

  1. Check that the payment terminal has an active internet connection.

  2. Ask the visitor to try a different payment method (e.g. contactless instead of chip).

  3. Restart the terminal and try the transaction again.

  4. If a visitor reports being charged but not receiving their photos, contact our support team immediately with the transaction date, time, and amount so we can investigate.

Issue 4: Double charge or incorrect charge

Important: Do not attempt to process a refund yourself. Contact our support team with the transaction details and we will handle it.

If a visitor has been charged more than once or charged an incorrect amount:

  1. Note the visitor’s name, transaction time, and amount charged.

  2. Do not process any additional payments for this visitor.

  3. Contact our support team via the chat below with the transaction details so we can investigate and arrange a refund if needed.

Still having trouble?

If none of the steps above resolve your issue, contact us via the chat in the bottom right corner of this page. Please have the following information ready: the error message or behaviour you are seeing, the time the issue started, and a photo of the terminal screen if possible.

For advanced Adyen terminal diagnostics and error code reference, visit the Adyen POS troubleshooting documentation at https://docs.adyen.com/point-of-sale/pos-troubleshooting/

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