Issue
An Adyen terminal may experience one or more of the following hardware-related issues:
The terminal does not charge.
The power cord or charger appears to be defective.
The battery does not hold a charge.
The terminal does not power on.
The terminal is stuck in a reboot loop.
The screen displays a TAMPER or TAMPERED message.
Cause
These issues may be caused by:
A defective charger or power cable.
A faulty or improperly connected battery.
A problem with the electrical outlet or power source.
Software that is incomplete or requires an update.
A security tamper event detected by the terminal.
Resolution
Defective Power Cord or Charger
Check the Connections
Inspect the terminal charging port and charger connectors.
Check for dust, debris, or visible damage.
Carefully clean the connectors using a soft, dry cloth if necessary.
Test with Another Terminal
Connect the charger to another Adyen terminal of the same model.
Verify whether the issue occurs on the second terminal.
If the charger does not work with any terminal:
Submit a replacement request to the Customer Success team.
Include the following information:
Terminal model
Serial number
Part number
Detailed description of the issue
Photo of the damaged charger or cable (if available)
"TAMPER" or "TAMPERED" Message
If the terminal displays:
TAMPER
TAMPERED
The terminal has detected a security tamper event and can no longer be used.
Required Action:
Request an immediate terminal replacement.
Battery Issues
Battery Does Not Charge or Drains Quickly
Charge the terminal for at least 30 minutes before use.
Remove the battery.
Check for debris between the battery contacts and the terminal connectors.
Reinsert the battery.
Restart the terminal by holding the green button for approximately 3 seconds.
Test with another compatible charger.
Charge the terminal for an additional 30 minutes.
Check for Software Updates
Open the Admin menu.
Select Config.
Select Update.
Install any available updates.
If the issue persists after completing these checks:
Request a terminal replacement.
Terminal Does Not Power On (DOA)
A terminal may occasionally be defective upon arrival (DOA – Dead on Arrival).
Recommended Checks
Charge the terminal for at least 30 minutes.
Try a different power cable.
Try a different electrical outlet.
Attempt to restart the terminal.
If the terminal still does not power on:
Request a terminal replacement.
Terminal Stuck in a Reboot Loop
Verify Whether the Terminal Is Still Initializing
If the terminal was recently activated:
Allow up to 30 minutes for the initial setup and software downloads to complete.
Restart the Terminal
Disconnect the terminal or remove the battery.
Wait approximately 30 seconds.
Reconnect the power source or reinstall the battery.
Restart the terminal.
Check for Software Updates
During startup:
Continuously press 9.
Enter a to access the Admin menu.
Select Software.
Select Update.
If the Issue Persists
You can:
Contact the Customer Success team with the terminal serial number so that a remote update can be attempted.
Request a terminal replacement.
Expected Result
After completing the recommended troubleshooting steps:
The terminal charges properly.
The battery maintains its charge.
The terminal powers on normally.
Reboot loop issues are resolved.
Defective equipment is identified and replaced when necessary.
Additional Information
A TAMPER or TAMPERED message indicates a hardware security event and always requires terminal replacement.
Before replacing a terminal, it is recommended to test the charger and power outlet to rule out the most common causes.
Some power-related issues can be resolved by installing software updates or performing a complete restart of the device.