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Best practices

Best practices for connecting to networks, and how to process payments when there is no network connection.

To ensure the highest authorization and conversion rates, it is always best to process payments online. However, sometimes networks are unavailable for a variety of reasons. To prevent loss of service, Adyen provides the following solutions: 

  1. 3G/4G router.
  2. Terminal with intelligent failover to 3G/4G.
  3. Offline transactions: offline processing and Store & Forward.
  4. MOTO payments.
  5. Pay-with-link.

Networking requirements and recommendations

When you make a point of sale transaction, your cash register, terminal, and Adyen will need to be able to communicate with one another.

For our requirements and recommendations on how you should configure your network, see our network configuration documentation.

3G/4G router

You can install your own router with 3G or 4G network failover functionality, preferably with external antennas for optimal reception. The benefit of this approach is a greatly reduced service interruption when the main internet connection via ADSL, cable, or fiber fails. With a 3G/4G router, there is almost no degradation of payment service (online authorization, PIN online, reconciliation, all cards). Adyen sees merchants with almost 100% uptime with this solution.

3G/4G terminal

This service comes with an extra fee per terminal per month.

You can use a payment terminal with intelligent failover, including failover to 3G/4G cellular.

  • Available terminals: we ship the VX690, V400m, and E285 terminals with a SIM card inserted. This means our POS Support Team can activate these terminals remotely.
  • Intelligent failover: when the terminal can't reach the Adyen payments platform, the terminal will automatically do a failover to the 3G/4G network, even in an integrated setup. There is some additional latency involved, because it takes approximately 15 seconds to detect the main network failure during the first transaction. After 15 minutes the terminal automatically retries the main network interface. This retry interval is configurable.

Connectivity is managed by Adyen globally, operating a global private APN cloud.

Offline transactions

The payment terminal can be configured in various ways to accept transactions offline when the internet connection is temporarily unavailable.

  • Offline EMV processing
    The payment terminal accepts offline transactions up to the floor limit you set. Whether the transaction is approved, depends on the configuration of the chip card. As soon as the payment terminal is online again, Adyen captures the offline transactions. In general, credit cards support offline processing, and debit cards and prepaid cards do not. Different card schemes have different limits up to which merchants are protected against chargebacks.
  • Store-and-forward
    The payment terminal accepts offline transactions up to the limit you set. The terminal decides whether to authorise the transaction. As soon as the payment terminal is online again, Adyen forwards the authorisation to the issuer. The issuer will then approve or decline the authorisation. When the authorization is approved by the issuer, you are protected against chargebacks in the same way as with regular issuer-approved online transactions.

Offline transactions are riskier than online transactions. There is a higher risk of chargebacks, disputes, failed captures, and failed settlements. If you decide to process transactions offline, you accept full liability for claims associated with these risks. Make sure you set up notifications so that we can keep you informed of the outcome of the transactions.

Offline transactions can impact reconciliation. Transactions may be sent in later or through a different flow. Ensure your bookkeeping system is adjusted to handle this automatically.

MOTO payments

Mail Order/Telephone Order (MOTO) payments are typically used in situations where the shopper is not present.

MOTO transactions are very risky. Chargebacks are indefensible because MOTO uses an insecure method of receiving sensitive data.

There are various ways to do MOTO payments:

  • Online

    • You can use our call center feature. The card details are entered by a designated user who has access to the call center portal. If you have integrated with HPP, you can customize this feature to your own needs.
    • You can contact our Support Team by phone to manually authorise payments for a specific customer. This service is secure and PCI compliant. To do MOTO payments in this way, you need to purchase and opt in to Adyen's 1st Line Support service. Contact your account manager to set this up.
  • Point of sale

    • With a Terminal API integration, you can pass the MOTO tender option with your PaymentRequest. The card number and CVC code are entered on the terminal.


In-store staff send a direct link to the payment page in an email, with descriptions, payment amount, and so on already pre-filled. When compiling the email your system builds a link to a payment page just as would happen in your webshop. The shopper finalizes the transaction using their mobile phone as they would do with an e-commerce transaction. This option requires additional integration in the cash register to be able to send a payment link to the shoppers email address.

To be sure the shopper has successfully finished the transaction, you should sync your systems in real time. This avoids the possibility of a delay where the shopper walks out with the product without paying.

See also