Payment Terminal Troubleshooting

The terminal seems broken

Try restarting the payment terminal. If the terminal turns off often in the middle of an NFC payment or it will not print a receipt, check first that the correct power cable is connected to the terminal. If you are using an original cable, try replacing the cable. This applies also in case when the battery of the terminal is out of power. 

If the terminal will not operate even after checking the power cable, or it is in a so-called tampered state (the display is showing typically Out of order – Tampered state), send it back to the terminal manufacturer.

Contact your reseller; provide the information listed in the Information needed by the reseller column.

• MAC address (on the bottom of the terminal and in Poplapay online tools)

• Timestamp 

• How does the problem occur?

• What does the terminal display show?

Payments are not going through

Try restarting the terminal and any routers. Check that the internet connection of the terminal is working. Observe whether card payments go through paying with certain cards or by certain banks, or does the problem involve all cards.

You can also check Poplapay's status site to see if the problem is wider.

If the problem occurs only on a certain terminal, contact your reseller; provide the information listed in the Information needed by the reseller column.

The first payment will not go through

Check that the configuration is correct, your network is working and your acquiring agreement (such as Nets) is active.

Try restarting the payment terminal.

If the payment is still not going through, contact your reseller; provide the information listed in the Information needed by the reseller column.

The payment terminal is starting and responding slowly

The payment terminal may start slowly if the network connection is poor. This can also be seen as a delay in the verification connection or other stages of the payment process. 

Try changing the location of the payment terminal and see whether it has any effect.

If there are no problems with the network connection and you suspect that there is some other problem, contact your reseller; provide the information listed in the Information needed by the reseller column.

The payment terminal is in a “boot loop”

If the payment terminal is stuck in a so-called boot loop, and it will not move forward, try restarting the terminal. If that does not help, you should probably change the terminal.

Contact your reseller and provide the information listed in the Information needed by the reseller column.

• MAC address (on the bottom of the terminal and in Poplapay online tools)

• Timestamp

• How does the problem occur?

• What does the terminal display show?

• If you were able to remove the problem, how did you do it? How soon did the problem reoccur?

3G network is not operating properly

Try if the terminal works better in another location.

If there is a SIM card in the terminal, changing the operator may help.

Your reseller will help you in this situation; provide the information listed in the Information needed by the reseller column.

• MAC address (on the bottom of the terminal and in Poplapay online tools)

• Timestamp and how often this problem has occurred within the last 10 days.

• How does the problem occur?

• What does the terminal display show?

• Have you checked the connection to the ECR (if the terminal is integrated with the ECR system)?

Problem with a single payment

If there are problems with a single payment, contact your reseller; provide the information listed in the Information needed by the reseller column.

• MAC address (on the bottom of the terminal and in Poplapay online tools)

• Timestamp

• Total sum

• Archive reference code

• Describe what you tried and what happened