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Terminal troubleshooting tips

Terminal Issues

With any terminal issues, please first reboot the terminal to see if this solves the problems: long press the on/off button until it restarts on its own (about 30 secs).

If this doesn’t help, see the troubleshooting tips below per problem.

Power problems

The terminal does not charge or turn on, or if the screen keep flickering with the Adyen logo:

  • When charging, always use the original Adyen charger
  • Make sure the light next to the charger input is on, otherwise it’s not charging.
  • 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 problems

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 mobile hotspot with password. We recommend contacting your network provider for a good solution.

Still problems? Follow these terminal diagnostic instructions from Adyen: Run connectivity tests.

Hardware component problems

On the terminal, you can run hardware 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 hardware diagnostic test instructions from Adyen: Run hardware tests.

 

Error codes on the terminal

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, let it rest for approximately 15 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, update manually. The terminal needs to be connected to the internet.

Update the Tebi App manually:

  • Exit the Tebi app (Menu > Settings > scroll down to Close Tebi).
  • Open terminal’s Settings App,
  • Go to Apps to update the app.

 

Back-up payment methods

Still issues with your terminal? Try these back-up payment methods to keep taking payments: QR Payments or Tap to Pay.

QR Payments

Enabling and using QR payments*:

  • Back Office > Settings > Payment methods and turn on the QR payments toggle. Then click Save.
  • Tebi App: when you click the green Pay button, you see Online Payment as a payment method.
  • Select this and when click the Online Payment green button under the sale, a QR code will appear,
  • The guest scans the code with their camera and they can pay through iDeal.

You can also add the QR code to a receipt, please see this Help Center article for instructions.
*iDeal payments have a transaction cost of €0.20 per payment.

Tap to Pay

Available on Android and iPhone (click links for more information):

  • 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 iOS Tap to Pay payment has an additional transaction cost of €0.06 and on Android it’s an extra of €0.03.

 

New/replacement terminal

Terminals purchased after August 2024 have a one year warranty. If the terminal falls under warranty, the Tebi support team 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.

Contact the support team so they can order a return box for the broken terminal, so it is disposed of correctly.