Troubleshoot your terminal

If you are experiencing issues with your Teya Card Machine, most problems can be resolved with a few simple checks. This guide covers common issues with connectivity, printing, power, and transactions.

Before you start: Ensure your device meets these three basic requirements to function correctly:

• Battery: The device must have at least 15% battery to process payments and print receipts.
• Internet: It must be connected to Wi-Fi or a mobile network.
• Paper: The printer roll must be inserted correctly with the lid closed.

Connectivity issues

Your terminal requires an active internet connection to process transactions. If you see a "Connection Error" or "Communication Issue" message, try these steps:

Reconnect to Wi-Fi

1. Tap Menu > Device Settings > Wi-Fi.
2. Check that you are connected to the correct network.
3. If the signal is weak, disconnect and reconnect to refresh the connection.

Switch to mobile data If your Wi-Fi is unstable, switch to the pre-installed SIM card:

1. Open the quick settings menu on your device.
2. Enable Mobile data (SIM/4G).
3. If the signal is poor, go to Menu > Device Settings > Mobile networks > Network operators and select a stronger carrier manually.

Power and charging issues

If your terminal is not charging or the battery drains quickly:

1. Check the cable: Ensure the USB-C cable is securely plugged into both the terminal and the power adapter.
2. Test the hardware: Try a different power socket or a different USB-C cable to rule out faulty equipment.
3. Restart: Press and hold the power button for a few seconds, then select Restart. This can clear software glitches affecting the battery.

Maintenance tip: To keep your device running smoothly, we recommend restarting it fully once a week. Do not leave the terminal on charge continuously for long periods.

Transaction and payment issues

• Transaction rejected on the terminal
  If a payment fails, check the red error message displayed on the screen.
  • Connection error: Follow the connectivity steps above.
  • Card declined: The issue is likely with the customer's bank. Ask them to use a different card or payment method.