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Terminal troubleshooting tips

Terminal Issues

Power problems

If the terminal does not chargen or turn on , or if the screen keep flickering with the Adyen logo, try these troubleshooting tips:

  • Use the original Adyen charger
  • Check if the light on the terminal is turned on, next to the charger input.
  • Remove the battery for 15 minutes to let it rest, put it back in and restart.
  • Try replacing the battery with the one from a terminal that does work (make sure it’s the same model). If it works, that will indicate the battery is broken.

Payments are not transferred to the terminal

  • This could be related to a connectivity issue. If the terminal is connected to WiFi, switch to 4G to see if this resolves the issue.
  • If you are connected to 4G, try connecting to Wi-Fi.*

*If you do not have WiFi, you can connect to a hotspot with password. We recommend contacting your network provider for a good solution.

Hardware component not working

On the payment terminal, you can run tests to verify the state of the:

  • Chip card reader.
  • Magnetic swipe reader.
  • Keypad (on terminal models that have a physical keypad).
  • NFC antenna for contactless payments.

Follow the instruction from Adyen in the article: Run hardware tests.

Error codes

TAMPER

If your terminal displays an error message containing the word TAMPER or TAMPERED, stop using the device immediately. The tamper message means that the terminal detected a security breach. The terminal will have to be replaced.

Error Code 10006

Remove the battery, leaving it to rest for approximately 10 minutes. Put the battery back into the terminal. If this does not resolve the issue, contact the support team.

InvalidClientVersion

The Tebi App is not up to date. Charge and turn on terminal, then restart. If it still doesn’t work, go into Settings > Apps and update manually. The terminal to be connected to the internet.

Back-up payment methods

If you cannot take payment because you are facing issues with your terminal, we recommend you to use QR payments or Tap to Pay as a back-up.

QR Payments

To enable QR payments, go to the Back Office > Settings > Payment methods and turn on the QR payments toggle. Then click Save. Now when you select Pay on the Tebi App, you will see Online Payment as a payment method. When you select this and click Online Payment under the sale, a QR code will appear, have the customer scan the code with their camera and they can pay through iDeal.

Go to the article Setting up and using QR Ordering for more information.

Tap to Pay

If you’d like to use the option to accept payments through Tap to Pay on Android or iOS, download the Tebi App on your phone and login with your account. Go to Settings > turn on Tap to Pay. This way your phone turns into a payment terminal. Please note, each iPhone Tap to Pay payment has an extra cost of €0.06 and on Android it’s an extra cost of €0.03.

Go to the article Setting up Tap to Pay on iPhone for more information.

Order a new terminal

Terminals purchased after august 2024 have a one year warranty. If the terminal falls under warranty, Tebi can order a replacement terminal for you. Please keep in mind that terminals that are broken due to water damage, do not fall under warranty.

If the terminal falls outside of the warranty period, you can order a new terminal via the Tebi Back Office > Terminals. For more explanation, go to the article How to order a terminal.