Adyen AMS1 Troubleshooting Guide

Overview

This guide provides steps for troubleshooting common issues encountered with the Adyen AMS1 terminal.

Common Issues & Solutions

1. Terminal Not Powering On

• Possible Causes : 
  • Battery is low. 
  • Terminal is not properly connected to the power source. 
• Steps to Resolve :
  • Ensure the terminal is connected to a power source.
  • Check if the charging light indicator is on.
  • Try charging with a different power source or cable.
  • If the issue persists, perform a system reset (see Performing a System Reset section).

2. Network Connectivity Issues

• Possible Causes : 
  • Weak Wi-Fi signal. 
  • Possible settings misconfiguration.
• Steps to Resolve :
  • Check the Wi-Fi signal strength on the terminal.
  • Restart the Wi-Fi router or network source.
  • Make sure the network settings on the terminal are configured correctly
    • Go to Settings > Network to review configuration.
  • Test connectivity with another device.
  • If using mobile data, ensure you have a sufficient data plan and network coverage.

3. Payment Declined

• Possible Causes : 
  • Card not supported or restricted.
  • Network issue during the transaction.
  • Payment exceeds customer’s credit limit.
• Steps to Resolve :
  • Confirm the card type is supported by Adyen AMS1.
  • Check error messages on the terminal.
  • Verify network connectivity (refer to Network Connectivity Issues section).
  • Ask the customer to use a different card/payment method.
  • If the issue persists, contact the issuing bank for more information.

4. Terminal Frozen or Unresponsive

• Possible Causes : 
  • Software glitch.
  • Overheating.
• Steps to Resolve :
  • Perform a soft reset:
    • Press and hold the power button for 10 seconds until the terminal restarts.
  • If the terminal remains unresponsive, perform a hard reset (refer to Performing a System Reset section).

5. Performing a System Reset

• Steps :
  • Press and hold the power button.
  • While holding, press and release the reset button (usually found near the battery compartment).
  • Release the power button when the terminal starts to reboot.

Contacting Support

If the above steps do not solve the issue, please contact Adyen’s tech support:

• Phone: 855-786-2439
• Email: support@punchey.com
• Support Portal: support.punchey.com