USB terminal displays a "card silent" message
USB terminal displays a "card silent" message
Ensure that banking contracts are properly initialized with your payment provider:
Verify that all banking contracts associated with your Q25 terminal are correctly initialized with your payment provider. This ensures your terminal is authorized to process payments. Contact your bank directly if you have any doubts or need assistance.
Contact support:
Hardware replacement process:
If the issue persists after following the steps above and our support team confirms, we will initiate a hardware replacement process. You will receive detailed instructions on how to return the defective device and receive a replacement.
Terminal displays the message "Card not supported"
Terminal displays the message "Card not supported"
Ensure that banking contracts are properly initialized with your payment provider:
Verify that all banking contracts associated with your Q25 terminal are correctly initialized with your payment provider. This ensures your terminal is authorized to process payments. Contact your bank directly if you have any doubts or need assistance.
Contact support:
Hardware replacement process: If the issue persists after following the steps above and our support team confirms there is a problem with your Q25 terminal, we will initiate the hardware replacement process. You will receive detailed instructions on how to return the defective device and receive a replacement.
Terminal displays the message "Message Pad Tempered" or "Integrity Error"
Terminal displays the message "Message Pad Tempered" or "Integrity Error"
This is an integrated security measure to protect your device from unauthorized tampering. When this message appears, it’s important to follow the appropriate steps to address the issue.
First, Contact our support team and provide the following information.
The serial number of your D200 terminal.
A brief description of the "Message Pad Tempered" error.
Any relevant details about the circumstances under which this message appeared.
Our support team will provide specific instructions on how to resolve this issue.
In some cases, replacing your terminal may be necessary. If our support team determines a replacement is required, here’s how the process will proceed:
You will receive detailed instructions from our team on how to prepare your terminal for replacement.
We will arrange for a new D200 terminal to be shipped to your location.
You return the defective terminal within a specified timeframe using protective packaging.
Once we receive the defective terminal, we assess its security and proceed with the replacement if necessary.
You will receive instructions for activating and configuring your new terminal.
The replacement process ensures your terminal remains secure and functional.
Payment terminal not turning on
Payment terminal not turning on
Check that the terminal is properly connected to the station
Ensure that the POS USB cable is securely connected to the control station. A loose connection can sometimes prevent the terminal from turning on.
Check that the tablet screen is on
Ensure the screen of the tablet running the control station is powered on and functioning properly. If the screen is off or malfunctioning, it can prevent the terminal from turning on.
Test the tablet's USB port
To determine if the issue is with the tablet's USB port, connect another compatible device to the same USB port. If the other device doesn't work either, the USB port may be defective.
Contact support
If the above steps don't resolve the issue, contact our support team. Prepare details about your terminal, such as the model and serial number, so we can assist you more effectively. If our support team determines that your terminal is no longer functional, they can arrange for a replacement of your defective equipment under the terms of your warranty.
Payment terminal is continuously restarting
Payment terminal is continuously restarting
Check that the terminal is properly connected to the screen
Ensure that the USB cable connecting the terminal to the screen is securely plugged in on both ends as a loose connection can cause unexpected restarts.
Contact support
If the issue persists after checking the connection, contact our support team for diagnosis and resolution.
Hardware replacement
If technical support confirms it is a hardware issue, you may need a replacement device. In this case, follow the support team’s instructions to obtain a quick replacement.