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:
➽If you have a card terminal:
⇢Power check: make sure your terminal is connected to power or, if it has a battery, that it is sufficiently charged.
⇢Network Control: Check that your terminal is connected to the internet and that the connection is working properly.
⇢Check for updates: make sure that you have installed all available updates on your device and that the viva.com Terminal app is updated to the latest version.
⇢Restart the terminal: Try restarting your terminal.
Please refer to your device user manual for more information and if the issue persists, please do not hesitate to contact us.
➽If you use the viva.com Terminal app on your mobile device:
⇢Power check: ensure your mobile device's battery is sufficiently charged.
⇢Network Control: Check that your device is connected to the internet and is working properly.
⇢Check for updates: make sure that you have installed all available updates on your device and that the viva.com Terminal app is updated to the latest version.
⇢Restart the device: Try restarting your device.
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, after the above, the problem persists, please contact one of our representatives for further verification stating the steps you have taken.