When a payment terminal experiences an issue—such as declined transactions, communication errors, or connectivity problems—support may request a terminal log.
Logs allow technical teams to analyze events that occurred on the device and identify the root cause of the issue.
This guide explains how to send logs from your terminal and what information to provide to support so we can investigate and follow up.
Step 1: Send Logs from the Terminal
Follow the instructions that match your terminal model.
Android Terminals (AMS-1)
On the terminal, tap the Settings (⚙️) icon or press and hold the 9 key until the administrator menu opens.
Enter the administrator password if prompted.
Select Diagnostics or Device Information.
Tap Send Logs or Send to Adyen.
Wait for the confirmation message indicating that the logs were successfully submitted.
Tip: Send the logs as soon as possible after the issue occurs so Adyen can analyze the most relevant diagnostic data.
Step 2: Submit a Ticket to ProgressionLIVE
Once the logs have been sent, create a ticket with ProgressionLIVE Support so that we can open a case with Adyen.
Please include the following information in your request:
Required Information | Example |
Date and time the logs were sent | March 10, 2025 at 2:30 PM (ET) |
Partner name | DockMaster |
Merchant account holder | Coastal Marina LLC |
Store name and store ID | Coastal Marina – Store 004 |
Terminal make and model | Adyen AMS-1 |
Terminal serial number | A123-456-789 |
Once your request is received, the ProgressionLIVE team will open a case with Adyen and reference the submitted log.
Important: If any of the information above is missing, Adyen may not be able to locate the correct log.
Step 3: Analysis and Follow-Up
After the logs are received, Adyen's Technical Support team will analyze the diagnostic data to determine the cause of the issue.
Support will then follow up with:
analysis results;
recommendations from Adyen;
resolution steps;
any additional actions required.
Additional Information
Recommended Timeline
For the most accurate diagnosis, submit logs within 24 hours of the issue occurring.
Offline Terminals
If your terminal does not have Internet access and cannot send logs, mention this in your support ticket. Our team will help determine the available options.
Avoid Resetting the Terminal
Do not perform a factory reset on the terminal before sending the logs. Doing so may erase the diagnostic information needed for troubleshooting.
Take Photos of Error Messages
If the terminal displays an error message, take a photo of the screen before restarting the device or attempting any other troubleshooting steps.
Photos of error messages often help ValPay and Adyen:
identify the source of the issue more quickly;
confirm the exact error code or message;
accelerate diagnosis and resolution.
Whenever possible, attach these photos to your support ticket along with the requested information.
Tip: Make sure the error message is clearly visible in the photo, including the error code, displayed time, and any other relevant details.
Frequently Asked Questions (FAQ)
What is the difference between ProgressionPay, ValPay, and Adyen?
Although these three solutions are related to payment processing, each serves a different purpose.
ProgressionPay
ProgressionPay is the payment module integrated into ProgressionLIVE.
It allows users to:
collect payments directly in ProgressionLIVE;
process in-person and remote payments;
associate payments with work orders, invoices, and customers;
simplify transaction management as part of daily operations.
In short, ProgressionPay is the payment solution built directly into ProgressionLIVE.
ValPay
ValPay is the payment management platform used by merchants.
It allows users to:
access payment dashboards;
view transaction history;
use the virtual terminal;
review deposits and financial reports;
manage users and permissions.
In short, ValPay is the portal used to manage and review payment activity.
Adyen
Adyen is the payment service provider that supplies and manages the physical payment terminals used to accept card payments.
Adyen is responsible for:
terminal connectivity;
terminal software updates;
diagnostic logs;
secure processing and transmission of transactions.
In short, Adyen provides the payment terminals and payment infrastructure operating behind the scenes.
Who should I contact if I have an issue?
Type of Request | Recommended Contact |
Payment processed in ProgressionLIVE | ProgressionLIVE Support |
ProgressionPay setup or usage | ProgressionLIVE Support |
Access to the ValPay portal | ProgressionLIVE Support |
ValPay user management | ProgressionLIVE Support |
Deposits and transaction reports | ProgressionLIVE Support |
Adyen terminal issues | ProgressionLIVE Support |
Sending terminal logs | ProgressionLIVE Support |
Important: Even when an issue is related to an Adyen terminal or the ValPay platform, you should always contact ProgressionLIVE Support first. Our team will coordinate directly with Adyen and ValPay as needed.
How do I find my terminal's serial number?
You can find your terminal's serial number in one of the following locations:
On the label located underneath the device;
In the terminal's Device Info (Device Information) screen.
The serial number is required when contacting support or when Adyen needs to review terminal logs.
Tip: Keep a record or photo of each terminal's serial number so it is readily available when submitting a support request.