Experiencing an issue with your Teya Card Machine? Most connectivity, printing, power, or transaction problems can be resolved with a few simple checks. This guide will help you get your device running smoothly again so you can get back to taking Payments.
Basic requirements
Before troubleshooting, please ensure your Card Machine meets these three basic requirements:
- 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.
Resolving connectivity issues
Your Card Machine requires an active internet connection to process transactions. If you see a "Connection Error" or "Communication Issue" message on your screen, try the following steps.
Important: Do not change network settings while a Payment is processing.
Reconnect to Wi-Fi
- Tap Menu > Device Settings > Wi-Fi.
- Check that you are connected to the correct network.
- Disconnect and reconnect to refresh the connection if the signal is weak.
Switch to mobile data
If your Wi-Fi is unstable, you can switch to the pre-installed SIM card.
- Open the quick settings menu on your device.
- Enable Mobile data (SIM/4G).
- If the signal is poor, go to Menu > Device Settings > Mobile networks > Network operators and select a stronger carrier manually.
Fixing a frozen screen or app crash
If your screen is stuck or the Teya Payments app stops responding, a simple restart usually resolves the issue.
- Wait a few seconds: Give the Card Machine a moment to see if the screen recovers on its own.
- Restart the Card Machine: Press and hold the power button until the device switches off. Wait a few seconds, then turn it back on.
- Check your connection: Once the device restarts, confirm your Wi‑Fi or mobile data is active.
Important: Do not restart the Card Machine while a Payment is processing. Check the transaction status before trying again.
Check for software updates
If freezing happens frequently, ensure your software is up to date.
- Swipe up from the bottom of the screen and tap the Circle icon to go to the main screen.
- Find the Teya Payments app and tap the three dots (⋮) next to it.
- Tap Check for updates.
- Install any available updates and restart the device.
Power and charging issues
If your Card Machine is not charging or the battery drains quickly, check your hardware:
- Check the cable: Ensure the USB-C cable is securely plugged into both the Card Machine and the power adapter.
- Test the hardware: Try a different power socket or USB-C cable to rule out faulty equipment.
- Restart the device: Press and hold the power button, then select Restart to clear any software glitches.
Maintenance note: To keep your device running smoothly, we recommend restarting it fully once a week. Avoid leaving the Card Machine on charge continuously for long periods.
Troubleshooting Contactless hardware
If the Contactless feature stops working on your card machine, a simple cleaning often resolves the issue. If you are unsure which model you have, please contact Team Teya before opening the receipt holder.
- Open the lid of the receipt holder and remove the paper roll.
- Locate the two gold pins on the left-hand side of the cradle.
- Wipe the gold pins gently with a clean, dry cloth. Do not use liquid or press hard.
- Wipe the two gold contacts on the side of the lid with the dry cloth.
- Close the cradle securely.
To test the hardware, process a 1p Contactless Payment. Because this is a real Payment, please check its status before trying another transaction. If Contactless still does not work, test chip and PIN payments or a digital wallet.
Managing transaction errors
If a Payment fails, check the red error message displayed on your screen.
- Connection error: Follow the connectivity steps at the top of this guide.
- Card declined: The issue is likely with the customer's bank. Ask them to use a different card or payment method.
- Other errors: If you see "Transaction not allowed", "Online processing failed", "Missing encryption keys", "Key injection failed", or "Insert U-disk", please contact Team Teya.
Checking the status: If a Payment status is unclear, or if a customer receives a bank notification for a rejected Payment, open Menu > Transactions and refunds. Enter your Manager PIN and select the transaction to confirm its status. A temporary authorisation may appear on the customer's bank app even when the Payment is not approved.
Physical damage and security alerts
If your Card Machine shows visible damage (such as a cracked screen, damaged charging port, or broken card reader) after being dropped, stop using it immediately.
Similarly, if the Card Machine displays a "PED Tampered" or "Attacked" message, this is a built-in security check. Stop using the device right away.
Next steps: Do not try to repair, reset, or open a damaged or tampered Card Machine. Contact Team Teya immediately and provide the following details:
- The exact error message or visible damage.
- The Card Machine model.
- The time of the issue and transaction amount (if relevant).
- The troubleshooting steps you have already completed.