If your terminal device isn’t working as expected, you can follow the troubleshooting steps mentioned in this article.
Adding or adjusting the wireless network
- Tap on the home screen 3 times.
- Enter the passcode 1015
- Go to Internet > WiFi.
- Adjust settings as needed.
Problems with 4G or wireless network
When you first activate the terminal, you need to connect it to a wireless network like a phone hotspot. We recommend using a wireless network when possible, as this is usually more stable than a 4G connection. You can also try connecting to a 3G network.
Selecting the right APN or connecting a terminal to a 3G network
- Tap on the home screen 3 times.
- Enter the passcode 1015.
- Go to Internet > Mobile settings.
- Tap Advanced.
- Under Preferred network type, change the setting to 3G/2G auto.
- In Access Point Names, "sam.iot-provider.com" should be selected.
- If "NCE" is selected, you should change it to "sam.iot-provider.com."
- If you do not see "sam.iot-provider.com,", you can manually add it and enter "sam.iot-provider.com" for both Name and APN.
Switching the network type to 3G and then back to 4G may sometimes help improve 4G connectivity on the device.
“Callback service not found” error message
To resolve this issue, you can try turning on and off Airplane mode on the device.
- Hold the power button until the settings menu appears.
- Turn on Airplane mode.
- Hold the power button then turn off Airplane mode.
- If the issue continues, hold down the power button for 10 seconds to reboot the device.
Cannot detect a terminal on the Mollie App
Each terminal is connected to a specific profile. In the Mollie app, you can change profiles by tapping on the profile at the top of the screen and choosing the correct profile.
Terminal shows receipt paper roll required
The A920 Terminal requires having a receipt paper roll installed even if you won’t be printing receipts. A receipt paper roll is included in the box with the terminal for this reason.
Forgotten PIN code
You can find your PIN code in your Mollie Dashboard. Go to More > Point-of-sale.
My Terminal is blocked
Your Terminal can be blocked for multiple reasons. Please contact us to find out why and to solve your issue.
Returning a terminal
You can consult our return, exchange and warranty policies here.
For further questions or requests you can contact us by email at pos-support@mollie.com.