What troubleshooting steps can I follow when my terminal doesn't work properly?

For all devices:

1. Visit https://status.mollie.com/. On this page you are able to identify whether there is a general outage.
2. Restart the device 

Should you experience any issues with payments not reaching your device from an integrated cash register, follow these steps: 

1. Go to settings through the upper right corner.
2. Enter pin 1015
3. Go to more.
4. Switch on “Local sale enabled” 
5. Tap three times and perform a 0,01 cent transaction on the terminal directly.
6. In case the transaction is successful, there are issues with your connectivity or integration. 
   • For integration issues, reach out to your cash register provider.
   • For connectivity issues, follow the troubleshooting steps.

In case the device still shows issues, follow the steps below. 

PAX A35

• Perform a Health check, this option allows you to check if the terminal is connected to internet
  1. Settings > 1015 > More > Health check
  2. If the health check is completed, the device is connected to a working internet connection

• Check if the cables are set up correctly
  1. Ethernet cable should be connected to the RED connector of the A35 cable, and is connected to either a router or switch from your internet provider.
  2. USB C charger should be connected to the black cable distributor 
  3. Long end of the cable should be connected to the PAX A35
• To check if your internet connection is failing, you can perform the following steps:
  1. Reconnect ethernet cable
  2. Try to connect your terminal to a hotspot, this allows you to see if the terminal is able to connect to internet, but not the one from your router
     Settings > 1015 > Network > WiFi > Turn on your phone hotspot > Connect > Fill in Password > Perform a test transaction
     
     
• In case you still experience issues with your A35, this might mean there are connectivity issues. Please follow the steps below.

1. Connect to WiFi or a hotspot
2. Swipe down the screen from top right to bottom
3. Press ethernet 
4. Is the feature toggle for ethernet disabled, then enable this to press on the feature toggle.

PAX A920Pro

• In case you experience issues switching on the device or the device shows an exclamation mark, check the battery of the device. The plastic label should be pulled from the battery. 
• Perform a health check, this option allows you to check if the terminal is connected to internet
  1. Settings > 1015 > More > Health check
  2. If the health check is completed, the device is connected to a working internet connection
• Check connectivity through Wifi or 4G
  1. In the case of 4G, the SIM should be inserted correctly. Also the APN settings should be in the correct state. For more information, see this article.
  2. In case you use Wifi, ensure that your firewall is not blocking any connectivity. 
• Switch between 4G and Wifi to check if there is any improvement in connectivity.