Troubleshooting

Card Present › PAX A920 Pro › Troubleshooting

Common issues, their causes, and how to resolve them

Terminal Issues

Issue	Likely cause	Steps to resolve
Terminal will not power on	Battery protective strip not removed; battery not charged	1. Remove battery, check for plastic protective strip on connectors — remove it. 2. Charge for at least 30 minutes. 3. Try powering on again.
Screen turns on but freezes or loops	Software hang during boot	Hold the power button for 10+ seconds to force a shutdown. Release and press again to restart.
Charger connected but no LED light	Battery strip not removed; faulty cable	Check battery strip has been removed. Try a different micro-USB cable.
Very short battery life	Battery not conditioned; running non-essential apps	Run battery to near-zero then charge to 100% once. Close all background apps.

Connectivity Issues

Issue	Steps to resolve
No Wi-Fi networks visible in settings	Pull settings bar fully down. Toggle Wi-Fi off, wait 5 seconds, toggle back on. Networks should appear.
Wi-Fi connected but internet not working	Forget the network and reconnect. Try a different Wi-Fi network. Restart router if possible.
"Activate SIM card" not visible in app settings	Ensure Wi-Fi is connected. Force-close and reopen the app. Contact TWPayz support if still missing.
SIM activated but no 4G signal	Move to a window or open area. Check if 4G signal bars are visible in Android status bar. If no bars, contact TWPayz support.
App shows "No internet connection"	Check both Wi-Fi and SIM status. Restart the terminal. Try toggling airplane mode on then off to refresh network.

Payment Issues

Issue	Steps to resolve
Contactless not reading card	Ask customer to hold card flat and still directly on the NFC zone (centre of screen) for 1–2 seconds. Try removing phone case if using a phone wallet.
Chip not reading	Remove and re-insert card slowly. Clean the chip with a dry cloth. Try a different card.
All transactions declining	Terminal may not be fully activated or network connectivity may have dropped. Check internet connection. Contact TWPayz support with your Terminal ID.
App shows incorrect amount on receipt	Check the amount entered carefully before confirming. If an error was made, do not retry — note the transaction and contact support for adjustment.

Printer Issues

Issue	Steps to resolve
Receipt prints blank	Paper loaded with wrong side facing print head. Remove roll, flip orientation so glossy/smooth side faces front of terminal, reload.
Paper jams	Open printer cover. Gently remove all paper. Reload roll correctly (glossy side out, feeding from bottom of roll). Close cover firmly.
Printer won't open	Try pressing the release lever/button more firmly. If stuck, contact TWPayz support — do not force it open.
"No paper" prompt on screen	Reload paper roll (see Printer & Paper Roll guide). Press Retry after reloading.

Still stuck? Tap Menu → Support Contact in the TWPayz Payments app to view support details, or contact us directly:

Email: support@twpayz.co.uk | Phone: +44 20 3129 9840