365pay
Table of Contents
365pay Troubleshooter
Learn how to identify and troubleshoot connectivity and hardware problems for 365pay and Adyen payment terminals.
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Hardware issues
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Connectivity issues
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The Adyen payment terminal isn’t turning on
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The Adyen Payment Terminal battery isn’t charging
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The Adyen payment terminal keypad is stuck or keeps on making a noise
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The Adyen payment terminal terminal doesn’t print receipts
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The Adyen payment terminal is displaying the message “Terminal in Service Mode”
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Several factors may cause your Adyen payment terminal not to turn on, such as having loose power cables (Kiosk) or battery-related issues. Leaving these issues unresolved may prevent you from using the device entirely.
To resolve the issue, follow the troubleshooting steps below. If the issue persists, contact the Eats365 ServiceDesk Team through WhatsApp.
Troubleshoot
- Check if all cables and peripherals are properly connected.
- Charge the payment terminal for at least 30 minutes.
- Restart the terminal.
- Replace the battery (if applicable).
For detailed troubleshooting steps, refer to Adyen payment terminal not turning on.
Indicators
The following scenarios can be observed for battery-related issues:
- The payment terminal doesn't charge properly or doesn't charge at all.
- The battery isn’t charging.
- The payment terminal doesn’t turn on.
To resolve the issue, follow the troubleshooting steps below. If the issue persists, your payment terminal or charger may need to be replaced. Contact the Eats365 ServiceDesk Team through WhatsApp for assistance.
Troubleshoot
- Charge the payment terminal for at least 30 minutes.
- Charge the battery using a different charger.
- Check that the space between the battery connector and the terminal is clear of dust and debris.
- Restart the payment terminal.
- Replace the battery (if applicable)
- Check whether the charger works with other payment terminals.
- Check that the connectors on the charger and the payment terminal are clear of dust or debris.
For detailed troubleshooting steps, refer to Adyen Payment Terminal battery and charging issues.
Indicators
The following scenarios can be observed when the payment terminal keypad has become faulty:
- The keypad is stuck.
- The payment terminal doesn’t respond after pressing a key.
- The payment terminal makes a noise.
To resolve the issue, follow the troubleshooting steps below. If the issue persists, your payment terminal may need to be replaced. Contact the Eats365 ServiceDesk Team through WhatsApp for assistance.
Troubleshoot
- Run a keypad test.
- Restart the payment terminal.
- Contact Eats365 ServiceDesk team for possible replacement of device.
For detailed troubleshooting steps, refer to Adyen payment terminal faulty keypad.
Printing issues on the payment terminal may be caused by the terminal’s printer running out of paper, or a hardware issue on the terminals’ built-in printer.
To resolve the issue, follow the troubleshooting steps below. If the issue persists, your payment terminal may need to be replaced. Contact the Eats365 ServiceDesk Team through WhatsApp for assistance.
Troubleshoot
- Replace the receipt roll.
- Remove any dust and scraps of paper from inside the receipt roll.
- Check if anything is blocking the receipt roll in any way.
- Check if there are any loose or broken parts from inside the receipt roll.
- If you are using a third-party receipt roll, replace it with an Adyen-certified receipt roll.
For detailed troubleshooting steps, refer to Adyen payment terminal not printing receipts.
If the terminal displays the message "Terminal in Service Mode," it means the terminal is operating in a safe mode. This is typically caused by an incorrect configuration.
To resolve the issue, follow the troubleshooting steps below. If the issue persists, contact the Eats365 ServiceDesk Team through WhatsApp for assistance.
- Restart the payment terminal.
- If the terminal enters service mode again or starts a boot loop after the restart, you may need to update or remove the configuration.
- If you’re unable to access the “Admin” menu and the terminal remains in service mode or in a boot loop, contact Eats365 ServiceDesk for further troubleshooting.
For detailed troubleshooting steps, refer to Adyen payment terminal in Service Mode.
What connectivity issue are you experiencing?
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Network issues
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Payment issues
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The Adyen payment terminal can’t connect to the network
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Indicators
The following scenarios can be observed when the payment terminal is experiencing network issues:
- The payment terminal loses its connection to the internet.
- The payment terminal is unable to connect to the internet at all.
- The payment terminal displays an error message, such as "not connected," "network not connected," or "disconnected".
- The payment terminal displays a red exclamation mark.
To resolve the issue, follow the troubleshooting steps below. If the issue persists, contact the Eats365 ServiceDesk Team through WhatsApp for assistance.
Troubleshoot
Payment terminal connected via Wi-Fi network
- Check if the network ID (also known as network name or “SSID”) is missing.
Note:- This only applies if you are using a WPA2-Enterprise Wi-Fi network and the terminal's Wi-Fi settings are configured through a Wi-Fi profile.
- If the SSID is missing, it may indicate that the profile didn’t synchronize on the terminal or is configured incorrectly. Contact Eats365 ServiceDesk for assistance with this issue.
- Check if a different device can connect to the same Wi-Fi network where your payment terminal is connected.
- If the alternate device can’t connect to the network, ask your IT department to resolve this issue first.
- Restart the Wi-Fi network on the payment terminal.
- Restart the payment terminal.
- Reset your Wi-Fi settings.
Payment terminal connected using Ethernet cable
- Connect a different device to the router and check if a connection can be established.
- If the alternate device can’t connect to the network, ask your IT department to resolve this issue first.
- Restart the payment terminal.
- Replace the Ethernet cable.
- Check if a firewall is active on your router.
Payment terminal connected to a cellular data
- Move the payment terminal to an area with a stable connection.
- Check if the SIM card is inserted correctly.
Important: You must only remove a SIM card from a live terminal if there’s any issue. Removing the SIM card from a live terminal automatically deactivates the SIM card. - Restart the payment terminal.
For detailed troubleshooting steps, refer to Adyen Payment Terminal can't connect to the network.
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The Adyen payment terminal displays a pending icon
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The Adyen payment terminal is unable to process payments
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A pending icon 
on your payment terminal indicates that some payments haven’t been fully processed by Adyen. This could be due to a temporary connectivity issue or a problem with the Adyen host.
To resolve the issue, follow the troubleshooting steps below. If the issue persists, contact the Eats365 ServiceDesk Team through WhatsApp for assistance.
Troubleshoot
- Make sure that the terminal is connected to a stable internet connection.
- Run a diagnostics check to determine whether the terminal can reach the Adyen host system. For more information about running a diagnostic test, refer to Adyen’s documentation on how to Run connection tests from the terminal.
- Check if there’s any issue with your internet connection. For more information, refer to Adyen Payment Terminal can't connect to the network.
Indicators
The following scenarios can be observed when the payment terminal is experiencing payment issues and unable to process payments:
- The contactless payment function isn’t working
- Payments are being declined
- A card is not accepted
To resolve the issue, follow the troubleshooting steps below. If the issue persists, contact the Eats365 ServiceDesk Team through WhatsApp for assistance.
Troubleshoot
General troubleshooting
Perform a hardware test by checking the chip card reader and magnetic swipe reader as outlined in the Adyen hardware diagnostics documentation.
- If these tests fail, contact our Eats365 ServiceDesk team.
- If the issue doesn’t seem related to hardware, refer to the steps below to troubleshoot your terminal’s specific issue.
Contactless payments not working
Verify that the transaction currency matches the available currency for your contactless settings and that the transaction amount is within the configured limit. If the currency and transaction amount are correctly set, restart the payment terminal. Contact the Eats365 ServiceDesk for assistance.
Declined payments
- Ask the customer for a different card or use the same card on a different terminal.
- Check if the payment terminal is connected to a stable internet connection.
- Politely confirm with the shopper if they have sufficient funds on the card.
Declined card
Check if the card is supported by your terminal. If the brand is not listed but should be supported, contact Eats365 ServiceDesk.