This article is for users of Spektrix Payments who use the V400c Plus or V400m payment terminals to take in-person payments. This article will help you troubleshoot issues you might encounter such as power, battery, connecting to the internet and taking payments.
Before you read this article you should be familiar with:
Initial Checks
- Is the payment terminal powered on?
- Is the battery fully charged? (V400m only)
- Is the payment terminal connected to Wi-Fi?
Quick links to troubleshooting steps
Find your issue by clicking the link which describes your issue.
Device and battery troubleshooting
- Why won't my payment terminal power on?
- Why isn't my payment terminal responding?
- Why doesn't my battery charge?
- Why does my battery drain quickly?
- Why are blank receipts printing?
- Why does my payment terminal display a ***TAMPER*** message?
- Why does my payment terminal display a ***Terminal in Service Mode*** message?
- Best practices for battery maintenance (V400m only)
Connectivity troubleshooting
Payment troubleshooting
Device and battery troubleshooting
Why won't my payment terminal won’t power on?
If your payment terminal won't power on, follow the steps in Powering on the payment terminal.
If the payment terminal won't power on, try using the power supply from your V400c Plus or V400m terminal.
If the terminal won’t power on, then the power supply or battery (V400m only) may be faulty.
To request a replacement power supply or device, contact Support.
Why isn't my payment terminal isn’t responding?
The payment terminal is designed to go into sleep mode after a period of inactivity.
There are several instances that wake up the terminal from sleep mode. The most common are:
- A key is pressed on the terminal.
- The terminal makes a maintenance call to Adyen.
- The terminal receives a message packet over the network. For example, a payment sent from Spektrix to the terminal. This is called a network event.
If the payment terminal doesn’t respond, click the tab below for the terminal you're you’re using.
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V400C Plus
If your V400c Plus terminal stops responding press and hold the green button on the keypad for three seconds:
If the terminal doesn’t respond, disconnect the power adapter.
Once the power supply has been removed, power on the terminal by following the steps in Powering on the V400c Plus Payment Terminal.
If the terminal is still unresponsive after following the steps above, contact Support.
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V400m
If your V400c Plus terminal stops responding press and hold the green button on the keypad for three seconds:
If the terminal doesn’t respond, disconnect the battery by following these steps:
- Disconnect the power supply if plugged in.
- Turn the terminal over so that the back of the terminal is facing upwards.
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Remove the battery cover by moving the unlock slider to the right:
- Remove the battery.
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Put the battery back in the terminal. Make sure you insert the battery underneath the retaining lugs:
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Reinsert the battery cover and lock by moving the slider to the left:
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Press and hold the Confirm button for three seconds to power on the terminal:
If the terminal is still unresponsive after following the steps above, contact Support.
Why doesn't my battery doesn’t charge? (V400m only)
If the battery in your terminal doesn’t charge properly, try the following:
- If you have more than one V400m, try using the power supply specifically for that device. If the battery won’t charge, then the power supply may be faulty. Contact Support for a replacement.
- Inspect the charging port for any dust or debris as this can block the connection between the payment terminal and the cable.
To clean the charging port, power off the payment terminal. Then use a can of compressed air to remove any dust or debris.
WARNING: Don’t use metal objects, liquid (other than isopropyl alcohol), or anything sharper than a toothpick when cleaning the charging port or contacts on the terminal and battery.
Once you’ve checked the charging port, if the battery still doesn’t charge, check that the battery is inserted correctly and that the battery and terminal contacts are free of dust and debris. Click the box below for instructions.
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Follow these steps:
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Remove the battery cover by moving the unlock slider to the right:
- Take out the battery
- Make sure there is no dust or debris on the contacts on the battery and terminal.
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Put the battery back in the terminal. Make sure you insert the battery underneath the retaining lugs:
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Reinsert the battery cover and lock by moving the slider to the left:
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Press and hold the Confirm button for three seconds to power on the terminal:
If the payment terminal won’t charge after trying the steps above, the battery or device may be faulty. Contact Support to arrange a replacement.
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Why does my battery drain quickly (V400m only)
The V400m payment terminal can process up to 200 transactions before its battery needs to be recharged. Under normal use, battery life will decrease over time.
The V400m payment terminal has a packet filter that wakes up the terminal only when a dedicated message is sent to the terminal. For example, when a payment is made.
If your battery lasts significantly less than 200 transactions, first check your Wi-Fi network. If you’re in an area with a weak Wi-Fi signal, battery life will be reduced as the terminal tries to remain connected.
If you are in an area with a weak Wi-Fi signal, try moving to an area with stronger signal. You may need to speak to your IT team about increasing the Wi-Fi signal to ensure a strong connection which will help battery life.
If you've completed these troubleshooting steps and still notice significant battery drain, contact Support.
Why are blank receipts printing?
If your payment terminal prints blank receipts, check you have inserted the receipt roll correctly. Follow the steps in Inserting a Receipt Roll.
Connectivity troubleshooting
If you experience any connectivity issues when taking a payment, check the Adyen Platform Status page.
If there are no reported issues, these next steps are:
How to run network diagnostics
Running network diagnostics on the payment terminal can help to troubleshoot any issues. Follow the steps in Running Diagnostic Checks.
How to check your Wi-Fi network and router
To rule out any issues with your Wi-Fi connection, try and connect another Wi-Fi enabled device to your existing network.
If you can’t connect another device this indicates an issue with your Wi-Fi connection or router. Speak to your IT team to resolve this.
If you can connect another device to your Wi-Fi network, this could indicate the Wi-Fi network hasn’t been configured correctly on the payment terminal.
You can resolve this by resetting the Wi-Fi network settings on the payment terminal.
How do I reset the Wi-Fi settings on the payment terminal?
If you have any issues taking payments, you may need to reset the terminal's network settings. Click the box below for instructions.
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On the terminal, tap Settings:
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Tap Network and enter your Passcode:
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Tap Wi-Fi and then tap the info icon next to your network to view the Network details:
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Remove the network from the terminal by tapping the blue bin icon:
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Once the Wi-Fi network has been removed, you’ll need to restart your device. To restart the terminal, you can disconnect and reconnect the power cable (V400c Plus), or remove the battery (V400m).
Once your device has restarted, you’ll need to reconnect to your Wi-Fi network. Follow the steps in Connecting the Payment Terminal to your Wi-Fi network.
Once you’ve connected to your Wi-Fi network, you should run Network Diagnostics before taking a payment.
Payment troubleshooting
Declined Payments
If a payment is declined, you’ll see the reason in the Chip & Pin Payment screen in Spektrix.
You can find more information by reading Reasons why a Payment may be Declined.
We’d advise checking the Adyen Platform Status page first, before performing any transaction troubleshooting. This will indicate any issues with the platform that may prevent a successful transaction.
Pending Payments
At the top of the payment terminal Screen, next to the Adyen logo, you may see the following icon:
This icon indicates that there are Pending Payments that the terminal hasn't been able to send to Adyen. This is usually due to a network connection issue.
To help identify any network issues, first go to the Adyen Platform Status to check for any platform issues.
If no issues have been reported, the next step is to run network diagnostics to check whether the terminal is able to reach the Adyen platform.
TIP: When the terminal indicates it is connected to your Wi-Fi network, this doesn't always mean that it is connected to the internet. There may be issues with the connection from your Wi-Fi network to the internet. Read Checking your Wi-Fi network and Router for further information.
Why does my payment terminal display a ***TAMPER*** message?
Verifone V400c Plus and V400m payment terminals have a security feature designed to disable the device in the event of any security threat.
If you see a **TAMPER** message on your payment terminal screen, this suggests the device has either been dropped or damaged. .
This security feature cannot be reversed. If your device displays the message ***TAMPER***, the payment terminal will no longer work and must be replaced. To order a replacement, read Ordering a Spektrix Payments Terminal for further information.
Why does my payment terminal display a ***Terminal in Service Mode*** message?
If you see a message “Terminal in Service Mode”, this usually indicates an incorrect software configuration on the device.
To resolve this, restart your payment terminal and then check for any updates. Click the box below for instructions.
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Before you begin, restart your payment terminal by unplugging from the
power supply or removing the battery. Then follow these steps:
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Tap Settings:
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Tap Config:
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Enter your Passcode and confirm by pressing the green key on the keypad:
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Tap Update:
If you can’t access the Settings menu, or see an ‘Already up to date’ message after tapping Update, contact Support.
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Best practices for battery maintenance (V400m only)
To help keep your payment terminals safe and fully functioning, we recommend regular inspections of the device and battery. This can help the longevity of your device and prevent potential safety issues.
- Storage: Store your payment terminals in a cool, dry place, away from direct sunlight and extreme heat.
- Battery Levels: You should keep battery charge levels between 40% and 70%. Do not store payment terminals with a full charged or completely empty battery.
- Routine Maintenance: Every six months, inspect the batteries for swelling or leaks. Recharge batteries to the recommended 40% - 70% range.
Please incorporate these battery maintenance guidelines into your standard hardware management procedures. Ensure that staff responsible for terminal storage are aware of these handling instructions.
How do I replace a faulty payment terminal?
In the event your payment terminal needs replacing, contact Support. Your payment terminal will be replaced like for like with the same model. For example a V400c Plus will be replaced with a V400c Plus.
To learn more about hardware, visit the Set up and troubleshoot hardware section of the Support Centre.