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.

Troubleshoot a Crash or Frozen Screen

If your Teya Card Machine screen is stuck, or if the app stops responding, you can usually fix the issue by restarting the device.

Follow these steps in order to resolve the issue:

1. Wait a moment
   Give the Card Machine a few seconds to see if the screen recovers on its own.
2. Restart the Card Machine
   If the screen remains frozen, press and hold the power button until the device switches off. Wait a moment, then turn it back on.
3. Check your internet connection
   Once the Card Machine restarts, check that your Wi‑Fi or mobile data connection is active. 

Preventing future issues

If freezing happens often, ensure your device and the Teya Payments app are running on the latest versions. Keeping your software up to date ensures your device runs smoothly.

How to check for updates:

1. Swipe up from the bottom of the screen and tap the Circle icon to return to go to the main screen.
2. Locate the Teya Payments app and tap the three dots (⋮) next to it.
3. Tap Check for updates.
4. Install any available updates and restart the device once more.

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.