If your Adyen terminal is taking an unusually long time (4-5+ minutes) to process a single transaction, it is most likely running on an outdated version of its software (firmware).
Follow the steps below to verify your connection and force a manual update to restore normal processing speeds.
Step 1: Check your Network Connection
Before updating, ensure the terminal has a stable path to the internet. A stable, working connection is required to retrieve the necessary update packages from Adyen’s platform.
On the terminal, press 9 then the Green (Confirm) button.
Enter your Admin Passcode (Default is 0856).
Select Diagnostics > PSP Connection.
If the test fails, please troubleshoot your Wi-Fi or Ethernet connection before proceeding.
Step 2: Manually Update Software
Adyen terminals usually update automatically overnight, but if a device has been powered off or disconnected, it may fall behind.
Note: At Valpay, we strive to ensure every device is staged with the latest Long-Term Support (LTS) firmware before it even leaves our warehouse. However, if a device sits in a box or is disconnected for an extended period, an update will be required upon setup.
Access the Admin Menu by pressing 9 and the Green (Confirm) button.
Enter your Admin Passcode (0856).
Select Software.
Select Update (or Download).
The terminal will check for a new package. If one is available, it will begin downloading.
Note: This process can take 10-20 minutes depending on your internet speed. Do not turn off the terminal during this time.
Step 3: Update Configuration
Once the software is updated, it is a "best practice" to refresh the configuration to ensure all Valpay settings are synced.
Go back to the Admin Menu (9 + Green).
Select Config.
Select Update.
The terminal will restart once the configuration is applied.
Prevention: The "Overnight" Rule
To prevent this from happening again, we recommend leaving the terminal powered on and connected to the network overnight. Adyen terminals are programmed to perform a "Maintenance Call" and reboot at a specific "Restart Hour" (usually 6:00 AM).
If the terminal is powered off or disconnected from the internet, it misses these critical security and performance updates, leading to the lag you experienced.
Still having issues?
If your terminal is up to date and still processing slowly, please contact Valpay Support via the chat bubble or email us directly at support@valpay.com.