Know what to do if your payment terminal is not working as expected
For hardware failures, such as not charging, touch screen completely stopped, not turning on, you need to request a replacement:
- Check the back of the device and note the serial number starting with S/N:000***
- Open a ticket with an explanation of the issue and Serial number.
- IT support will request a replacement, terminals are usually delivered to site withing 2-3 days
- Once you receive the terminal, go through the initial Adyen onboarding, it should all work automatically and then notify IT so that the Symphnoy app installation can be completed. While waiting for the app to be installed you can already take payments and send orders on the main till.
Other known issues
- If the contactless reader becomes unresponsive, a reboot is required. As soon as the device turns back on the reader will work correctly.
- If Symphony app becoming slow and unresponsive, check the wi-fi indicator and see if the connection is good, a bad network connection can severely impact app stability, this can also cause missed checks on the KDS. The terminal needs to be connected with Wi-Fi at all times unless there is a major issue with network and you require 4g backup. If connection looks stable and you are not sure what is causing the instability an investigation will be needed by opening a support ticket.