Terminal - troubleshooting
Your terminal is an Android device that has a Teya payment app installed. To function properly, it must:
Have access to the internet at all times - If your terminal isn't connected to either a mobile or a WiFi network, it won't be able to process transactions and card payments will not go through. Check how to connect your terminal to the internet here.
Have enough battery - If your terminal is out of battery or at lower than 10%, this may affect processing transactions and printing receipts or summaries. Check how to view your battery status and successfully charge it here.
Have enough printing paper - If your terminal is out of paper or the paper roll hasn't been placed correctly or the lid has not been closed, the terminal may have difficulties printing or not printing at all. Learn how to replace the paper roll here.
Not suffer any physical damage - In the case that the terminal had fallen and gotten damaged in any way, it may no longer function properly.
We'll list some of the common issues and how to solve them in the article below.
Terminal screen is frozen
Our devices run on Android, please make sure to turn off/restart once a week. For a full restart, remove the battery and insert it again after a few seconds. It's important not to leave the terminal on charge during this time.
Terminal receipt not printed
You can reprint the receipt at any time in the Transactions and Refunds. Go to the menu in the upper left corner, select Transactions and refunds, and then just click on the transaction you're looking. Select either the Customer or the Merchant receipt and print.
Transactions being rejected on the terminal
Please check the reason for the rejection in the Transactions and refunds menu, which is indicated in red on the terminal. If you see a communication/connection error, please check your internet connection as described here.
Terminal rejected the transaction but cardholder got a text message
The transaction will only be debited from your customer's card if the terminal prints an accepted receipt. In the case of a rejected receipt, the amount of the transaction may be blocked on your customer's card, which will be automatically unblocked by the bank. If you are unsure about the status of the transaction, remember that you can check it at any time in the Transactions and refunds menu.
Terminal screen shows communication issue
In this case, check that your terminal is properly connected to the internet. You can find out how to do this here.
Terminal's battery not charging
It's probably the charger. Please test with your phone's charger to see if it works when connected. If the problem still persists, please contact our customer support.
Closing summary does not match cashier totals
Check under Transactions and refunds to see if there has been a refund at the terminal that day. If not, please check the previous closed summary in the Summaries menu. For detailed information on the closing procedure, please see the article on summaries.
Error message on terminal saying "Terminal Not Configured"
Please note that if the terminal presents an error message such as "Terminal Not Configured" when opening the Payments app, we kindly ask you to reach out to our customer support team. They will be able to access the terminal remotely and assist you.