If there seems to be an issue with your payment terminal, try first to diagnose and collect detailed information before reporting, using the instructions below. 

If the issue persists, contact Support, but make sure you send pictures with the error displayed on the terminal screen, or a detailed explanation of the expected behavior compared to how the terminal actually behaves.

Inspect the terminal

• Check first that the payment device is connected to the POS workstation using the included cable. 
• Then ensure the terminal is properly inspected for any signs of tampering or damage. Check for missing screws, additional wires or labels, holes in the device, and anything inserted in or attached to any part of the terminal.

Restart the terminal

Sometimes, simply restarting the terminal can resolve issues. Try restarting the terminal by going to Settings →  Power → Restart.

Test the connection

Although tap and swipe work fine, try running connection tests to ensure the terminal is properly connected to the payment processor platform and the POS system.

• Go to Settings → Diagnostics → PSP connection to test the connection with the payment processor platform.
• Go to Settings → Diagnostics → Terminal API to test the connection with the POS system.

Test the terminal hardware  

1. On the payment terminal, go to the Hardware diagnostics menu. Hardware diagnostics menu can be accessed by pressing the star key and then the Confirm:

• Select Settings → Diagnostics and scroll down to the Hardware section.
• Select the test that you want to run.
• A green or red circle shown next to a test indicates the result of the previous time that the test was carried out. A green circle indicates the hardware component is fine, while a red circle indicates the test failed.

2. And then you need to select the blue arrow to the right to start the test.

3. Follow the on-screen instructions to carry out the test.

If the terminal becomes unresponsive during the test, select the Report issue button. This logs the issue on the terminal, stops the test, and shows the menu again.

The display shows the test result and returns to the menu.

4. In the Hardware diagnostics menu, check the result icon that appears next to the name of the test:

• A green circle indicates the hardware component is fine.
• A red circle indicates the test failed. 
  If you are sure that you carried out the test correctly, report the failed hardware test to Support.

Send a diagnostic report

If your payment terminal is malfunctioning, you can send a diagnostic report:

• On the payment terminal, go to the Hardware diagnostics menu. Select Settings and then Diagnostics → select the star key and then Confirm.  
• Under Diagnostic report, select Send report.

After you send a report, the terminal will not let you send another report for the next 5 minutes. This prevents multiple reports with the same diagnostic logs.

Now that you are ready to fix any issues with the payment terminal, check out how payments can be managed in the POS system.