Please ensure customers are fully inserting their card, and waiting for prompt on screen before sliding card out too quickly; if customers fail to do so, this can sometimes result in “Chip Reader Failure”

 

Please ensure terminal is always charged: if 10% battery or very low battery, network connection turns off and can result in a charging failure

 

Contact your internal support team if your terminal...

●      Freezes in the middle of a transaction

●      Keeps rebooting

●      Loses connection to mobile device and/or network

●      Says "board the terminal" or "enter one time password"

●      Says "network disconnected"

●      Has a red exclamation point

●      A receipt is expected but does not print

●      Says “System tampered” (this is a security mechanism in the terminal that gets activated when the terminal is shaken or dropped; this error cannot be fixed; terminal must go back to the verified repair facility to break it apart, replace it, and bring back into the field)

 

Request a replacement terminal if it...

 

●      Will not charge

●      Will not turn on (make sure the device has been charged for at least 30 minutes)

●      Has a "tampered" message on screen

○      You will still need to have your internal support team contact Adyen POS Support, as we have to document these incidents

●      Displays a "chip error" message

●      Makes constant beeping noises

●      Has a stuck key, or an unresponsive touch screen

●      Says “Boot Failure”