COVID-19: What do I need to do before reopening my store?

If your store has been closed for an extended period of time, there are a couple of steps to take before reopening:

  1. Optionally clean your payment terminal. We have a Support article for you that explains how to do that.
  2. Switch on the terminal 24 hours in advance.
  3. Do a few basic checks, as described below.

When should I start preparing?

At least 24 hours before the store reopens, connect the payment terminal to a power source and switch it on. This allows the terminal to pick up updates that happen overnight.

What basic checks should I do before the store opens?

When you switch on the payment terminal after it was off for a long time, it makes a maintenance call to synchronize the configuration and update the software. It can take 10 to 20 minutes before startup is completed.

  1. When the terminal has started up, verify that the Adyen logo or your company logo appears on the terminal display.
  2. If you have a V400m terminal, upgrade it to the latest software release (v1.50 or later).
  3. If you have a portable or handheld terminal, recharge it for at least 4 hours, or 24 hours in case of a V400m terminal.
  4. Inspect the terminal for tampering:
    Check for missing seals or screws, holes in the device, and anything inserted in or attached to the card reader, ports, display, or keypad. Refer to Regular inspection.
  5. Do a PSP connection test:
    Open the Admin menu and select Network > Diagnostics > PSP connection. All items should have a green check mark.
  6. To verify that the terminal is operating properly, do a "penny test":
    Make a live payment for a minimal amount and check the status of this payment in your Customer Area > Transactions > Payments.

Why do I need to upgrade the software on a V400m?

With the V400m payment terminal, there was an issue where the battery was unable to recharge if it was completely discharged. We solved this in release V1.50.

For this reason, you need to upgrade the software on these terminals to V1.50 (or later) before reopening your store. Recharging will still be slow initially, so leave the V400m plugged in to a power source for at least 24 hours.

Are the correct contactless limits configured on the terminal?

The latest contactless limits per country are posted in the News section of your Customer Area. We keep the configuration of the payment terminals up-to-date with these limits.

There is no action required from your side. When there is a configuration change, the terminal picks up those changed CVM limits in the next automatic maintenance call.

What if I run into issues?

Try to diagnose and solve the problem yourself, using our Troubleshooting documentation. In many cases, this is the quickest solution.

 

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