If you're experiencing technical issues with your POS device (e.g., the device isn't powering on, is unresponsive, freezing, or has connectivity problems), please try the following basic troubleshooting steps before contacting our Customer Service team:
Check Power Supply:
a) Ensure your terminal is properly connected to a power source.
b) If your terminal has a battery, make sure it is sufficiently charged.
Check Network Connection:
a) Verify that your terminal is connected to the internet.
b) Ensure the network connection is stable and functioning correctly.
Check for Updates:
a) Make sure all available updates are installed on your device.
b) Ensure the Viva.com Terminal app is updated to the latest version.
Restart the Device:
a) Turn off your terminal, wait for about 10 seconds, and then turn it back on.
b) This can resolve minor software glitches.
For more detailed troubleshooting guides and solutions, please visit our comprehensive Card Terminal Troubleshooting collection.
For issues specifically related to the devices using viva.com Terminal App, please refer to our Keeping Viva.com Terminal App Updated and Troubleshooting Common Issues.
If you’ve tried these steps and are still experiencing issues, please don’t hesitate to contact our Customer Service team for further assistance.