My terminal isn't working. What do I do with it?
Before returning or replacing a terminal, you should troubleshoot your issue. This can resolve ar...
Before returning or replacing a terminal, you should troubleshoot your issue. This can resolve around 80% of terminal issues. You can troubleshoot by either:
- Checking our POS troubleshooting guidelines.
- Contacting Adyen Support for assistance.
If the issue can’t be resolved and the terminal needs to be replaced, you can request a replacement or return in your Customer Area. If you are not subscribed to the Terminal Replacement Service, you will have to order a new terminal. For information on how you do this, see Replace or return terminals.
How to solve connectivity issues with an Adyen terminal?
Common symptoms of a connectivity issue include: The terminal screen shows the message "Network ...
Common symptoms of a connectivity issue include:
- The terminal screen shows the message "Network not connected".
- Payments are failing ("Network not available" or "Connection failed").
- When pairing the terminal, the Adyen POS Application shows the message "Failed to communicate with device".
This happens when the terminal can't connect to Adyen. This can be caused by a problem with the store's network, or the terminal's network settings.
To resolve the issue, try the following:
- Confirm that your network meets our POS network requirements.
- On the terminal, check that a valid IP address is assigned. Sometimes the IP address of the terminal changes (particularly when using dynamic IPs). This causes a loss of connectivity between the device and the cash register.
- Check the IP address of the terminal. If the IP is 0.0.0.0 your router is not assigning a valid address. Contact your IT/Network team or your internet service provider for assistance.
- Make sure all the components of your network, such as the cables and router, are working.
If you're still having issues, reset the existing connection and create a new one. Follow the instructions in the User manuals.
My WiFi menu has a check-mark. Why isn't my terminal connected?
In your terminal's WiFi menu, you will see a checkmark next to one of your WiFi profiles. However...
In your terminal's WiFi menu, you will see a checkmark next to one of your WiFi profiles.
However, the checkmark only indicates which WiFi profile is currently active. This checkmark will remain even when the terminal is taken out of range of the actual WiFi network. In order to have an internet connection, you should make sure that there is both a checkmark and a "WiFi" icon.
You can verify whether your terminal is correctly connected to a WiFi network by checking the 5 + Green info menu for an IP address, or trying the PSP Connection Diagnostic Test.
What does the PSP Connection test mean?
The PSP Connection test is a diagnostic which tests the steps required for a terminal to connect ...
The PSP Connection test is a diagnostic which tests the steps required for a terminal to connect to the Adyen backend.
This test can be found by pressing 9 + Green > Enter the admin PIN > Network > Diagnostics > Test PSP Connection.
- Looking up host: this check if the device can resolve DNS (if it fails your device is not able to resolve Adyen's domains)
- Connecting: checks if the terminal can get an IP address (if it fails, something in your network is preventing this device from getting an IP)
- Negotiating: set up secure connection (SSL). If this fails there could be a certificate issue with your device/network
- Write data: send test packet (if fails there could be a firewall blocking traffic from your device)
- Read data: receive a test packet (if fails there could be a firewall blocking traffic to your device)
If your terminal fails at any point of this diagnostic, please consult our Network Configuration documentation.
What does the "AuthorisedPending" status mean?
AuthorisedPending means the payment has been approved by the issuer, but we did not yet process t...
AuthorisedPending means the payment has been approved by the issuer, but we did not yet process the completion message from the terminal (such as capture or cancel). This typically happens within 5 minutes after the payment was completed on the terminal.
Do you still see this status after more than two hours? Please confirm that there is no exclamation mark (!) visible in the status bar of the terminal; this indicates that the terminal was not able to submit the completion message to our platform (for example, due to network connectivity issues).
If the terminal does not submit the completion message within 72 hours after the payment, this payment will automatically be canceled.
It is often possible to re-process payments which were cancelled in this way, see: How can I Reprocess a Cancelled Transaction?
Why is there an exclamation mark (!) on the terminal screen?
This means the terminal is holding data that hasn't synchronised with Adyen. This could be becaus...
This means the terminal is holding data that hasn't synchronised with Adyen. This could be because the terminal lost connectivity, or hasn't been registered under a valid merchant account.
Ensure that the terminal is connected to the internet and that the PSP Diagnostic is successful.
If this is the first time you are using the terminal, then board it following the User manual.
How can I Reprocess a Cancelled Transaction?
We would like to let you know that now it is possible to reprocess payment(s) in the Adyen Custom...
We would like to let you know that now it is possible to reprocess payment(s) in the Adyen Customer Area. Reprocessing a transaction takes two steps:
- Sending a cancel reversal, this action revokes the cancellation request.
- Sending a capture, to trigger a new capture request so our system will transfer the funds from the shopper to your account.
Please be advised that the success of a reprocess attempt is dependent on the card scheme and Issuing bank. If a reprocess attempt fails we advise that you contact the shopper to initiate a new payment.
If you do not have access to the relevant pages in our Customer Area, please reach out to the admin user within your company. This person can either give you access to these pages or perform the task for you. The minimum required roles are,
- View Payments
- Merchant manage payments
- Merchant Fix POS Payments role.
To reprocess a payment, follow these steps:
- Navigate to the Customer Area, then at Company level click on Transactions >> Payments >> Search and select the payment.
- On the "Operations" section, press "Send Cancel Reversal". What this does is undo the cancellation request, so afterwards you can capture it.
- Wait about a minute and refresh the page, then on the "Operations" section click "Send Capture”.
If you have any problems with this process, reach out to our Support team.
What does "Terminal Not Owned" mean?
"Terminal Not Owned" is an error message which may be received while trying to board a terminal. ...
"Terminal Not Owned" is an error message which may be received while trying to board a terminal.
The problem is that the terminal is currently assigned to a store or account which your credentials do not have access to. Please review the terminal assignment documentation, and ensure that your webservice user has access to the account you want to use.
Reach out to Adyen support if you find this error to be persistent, or if your Adyen administrator is unavailable.
How can I connect my terminal to a secure or hidden network?
Network Profiles can be configured in the Customer Area. This feature can be used to provide comp...
Network Profiles can be configured in the Customer Area. This feature can be used to provide complex connection information to terminals for secure networks.
This feature can be configured either per terminal, or on the Global Properties for a Merchant Account or Company Account.
- Access the customer area https://ca-live.adyen.com
- Select Point of Sale > Terminals > Terminal serial number
- Alternatively, Point of Sale > Global Properties to make this change for all terminals
- Click on the Network tab.
- Click on Create Configuration button under the WiFi Profiles section.
- Fill in the form, select the Auth Type that matches your network and provide all the information required.
- Save the changes.
- Whenever a device is boarded on this account it will download this WiFi profile and set the network.
Important! The terminal will need to connect to a network and be boarded before it can pick up a configured network profile.
Please note your user needs to have POS admin roles to see the above options.
How can I set a Static IP Address on my Terminal?
Configuring a terminal with a static IP address is recommended when using the terminal with an in...
Configuring a terminal with a static IP address is recommended when using the terminal with an integrated POS.
Configuring IP addresses can be done on DHCP servers, but when this is not an option, it can be done directly on the terminal.
- Access the Admin Menu (9 + Green)
- Select Network
- Select the correct network interface used by your terminal (Ethernet, WiFi, etc...)
- Select TCP/IP Settings
- In order to set up static IP addresses please make sure the DHCP option is turned off
- Tap the IP address field and change it manually
- Save your changes
If you experience issues with network connectivity, please review our network requirements.
Why does my terminal screen display users and ask for a password?
If your terminal has accessed the Verifone Admin menu, it's possible you are seeing a list of use...
If your terminal has accessed the Verifone Admin menu, it's possible you are seeing a list of users, such as 'maintenance', 'Level 1', 'Level 2', and 'supervisor'.
You do not need passwords for these users, as there is no reason to log in to them. Just press "Yellow" on the terminal, then select "run apps" or "reboot".
If the terminal cannot start apps because of an active tamper, or is asking for a different password, please review the other FAQs.
If your terminal is consistently ending up in this menu screen, please contact Adyen Support.
What is my Tamper password?
Unfortunately, Adyen support cannot provide passwords for terminals which say "tamper" or "tamper...
Unfortunately, Adyen support cannot provide passwords for terminals which say "tamper" or "tampered" on the screen.
When a terminal says it has been tampered, it indicates that some damage has happened to the hardware or software of the terminal. This damage makes it so that we cannot guarantee secure processing of payments on the terminal due to PCI-DSS regulation.
You should proceed to the Customer Area either to make a replacement request, or order a new terminal. If the terminal arrived to you in a Tampered condition, please reach out to Adyen Support.
More information about Tamper Mode can be found in our documentation: https://docs.adyen.com/point-of-sale/pos-troubleshooting/terminal-turns-on/tampered
What do I do with a Terminal in Service Mode?
When a terminal is in Service Mode, it usually indicates that the terminal tried to escape a boot...
When a terminal is in Service Mode, it usually indicates that the terminal tried to escape a boot-loop due to incorrect configuration.
The first step should be to reboot the terminal. If the terminal launches back into the service mode menu or starts to boot loop again, try to access the admin menu to sync or remove the configuration.
If it's not possible at all to access the admin menu and the terminal continues to boot loop or fall into the service mode menu, contact Adyen Support to verify the terminal's settings.
Where can I find my Admin menu PIN?
The Admin menu PIN can be retrieved from the Customer Area using the below steps: Go to the Cust...
The Admin menu PIN can be retrieved from the Customer Area using the below steps:
- Go to the Customer Area in your browser (https://ca-live.adyen.com).
- If you see "Test" presented on the home screen of your terminal, please make sure to navigate to the test Customer Area (https://ca-test.adyen.com).
- Go to the Point-of-sale section.
- Go to the Terminals page.
- Select the terminal you would like to know the Admin menu PIN for.
- Click on View decrypted properties (at the bottom of the page).
- Go to the Advanced tab.
- The Admin PIN is shown on the right hand side.
If you are unable to retrieve the Admin menu PIN because it's not visible, please reach out the the admin user within your organisation; this user should have access to the Admin menu PIN.
Why does my POS say "Credentials invalid"?
Please check that your login credentials are correct: Make sure that you are using a webservice ...
Please check that your login credentials are correct:
- Make sure that you are using a webservice user. This is different from a user used for the online customer area; the webservice username typically begins with
- Check that your Merchant account, Username and Password have been entered correctly. These login credentials are case sensitive.
- If you are trying to log in to a TEST account, make sure the username ends with
- If you are trying to log in to a LIVE account, make sure your username does not end with