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Adyen AMS1 Troubleshooting Guide

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

Payment Terminal – AnyRoad

1. Terminal Not Powering On

Possible Causes:

  • Battery is low.
  • Terminal is not properly connected to the power source.

Steps to Resolve:

  1. Ensure the terminal is connected to a power source.
  2. Check if the charging light indicator is on.
  3. If the terminal doesn't turn on, attempt to charge it using a different power source or cable.
  4. If the above steps fail, try resetting the terminal (refer to Performing a System Reset section).

2. Network Connectivity Issues

Possible Causes:

  • Weak Wi-Fi signal.
  • Possible settings misconfiguration.

Steps to Resolve:

  1. Check the Wi-Fi signal strength on the terminal.
  2. Restart the Wi-Fi router or network source.
  3. Make sure the network settings on the terminal are configured correctly:
    • Go to Settings > Network to review configuration.
  4. Test connectivity with another device to ensure the network is functioning.
  5. If using mobile data, ensure you have a sufficient data plan and network coverage.

3. Payment Declined

Possible Causes:

  • Card is not supported or restricted.
  • Network issue during the transaction.
  • Payment exceeds the customer's credit limit.

Steps to Resolve:

  1. Ensure the card type is supported by Adyen AMS1.
  2. Check for any error messages displayed on the terminal.
  3. Verify network connectivity (refer to Network Connectivity Issues section).
  4. Ask the customer to use a different card/payment method.
  5. If the issue persists, contact the issuing bank for more information.

4. Terminal Frozen or Unresponsive

Possible Causes:

  • Software glitch.
  • Overheating.

Steps to Resolve:

  1. Perform a soft reset:
    • Press and hold the power button for 10 seconds until the terminal restarts.
  2. If the terminal remains unresponsive, perform a hard reset (refer to Performing a System Reset section).

5. Performing a System Reset

Steps:

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

6. 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