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Receipt roll

There is a problem printing receipts.

Your terminal is not printing any receipts or the receipt has pinks stripes on the paper.

If the receipt has pink stripes, the roll is almost out of paper. Replace the receipt roll.

  1. Open the receipt roll holder.
  2. Make sure there is no debris or dust anywhere.
  3. Check for physical structures that could block the receipt roll in any way.
  4. Check if there are any loose or broken parts.
  5. If you are using a 3rd-party receipt roll, replace it with an Adyen-certified receipt roll.
  6. If this does not solve your issue, proceed to replacing or returning the terminal.

Return or replace a terminal

  1. Log in to your Customer Area.
  2. From the company account, select the Point of sale tab, and choose Orders and returns.
  3. Select either:

    • Request replacement to return a terminal and order a replacement. To order replacement terminals, you need to be enrolled in our Terminal Replacement Service. If you are but still do not see the Request replacement button, contact your company's admin user.
    • Return terminals to return a terminal without ordering a replacement.
  4. Complete the following fields on the page:
    a. Order details: Enter a Merchant RMA ref. This is your own reference information. It will be displayed on the shipping label and can be used to track the replacement terminal.
    b. Shipment details: Select your delivery address, or click Add a different address to add a new delivery address.
    c. RMA details: Enter the details of the terminal being returned.
    • Model: The model number of the terminal.
    • Serial number: The 9-digit serial number printed on the back of the terminal, often listed as S/N. If you are returning multiple terminals of the same model, click Add serial number, then enter the serial number(s) of the other terminal(s).
    • Problem category: Select the Battery failure option.
    • Description: Enter more information about the issue.

If you're returning or replacing more than one terminal model, click Add RMA in the bottom-right corner. Then, enter the details of the other terminal.

  1. Click Submit request.

We will ship the replacement terminal, the return packaging, and the return instructions to your delivery address.

Change your order

If you replacement or return order has not been processed yet, you can cancel or adjust your order to replace or return a terminal.

To find out whether your order has been processed:

  1. Log in to your Customer Area.
  2. In your company account level, go to Point of sale > Orders and returns.

If the order has a Status of Registered, it has not been processed. If the order has any other status, it can no longer be changed.

Track replacement terminal delivery

Once a replacement terminal has been shipped, we create a track and trace number.

You can locate this in your Customer Area:

  1. In your company account, go to Point of sale > Orders and returns.
  2. In the Carrier column, click the name of the Carrier. The track and trace details are displayed. Use these to track your order.

In case of delivery issues, contact the postal carrier.

Change a return/replace request

Contact our POS repairs team:

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