Pax A920 & A920 Pro Payment Terminal - Guide, Issues & Fixes

The Pax A920 and A920 Pro are popular card machines known for their sleek design, touch screens, and robust functionality. Equipped with features like thermal printers and support for various payment methods, these mobile payment terminals are essential for modern businesses. However, like any technology, they can encounter occasional errors or issues. This comprehensive guide will help you identify and resolve common problems with the Pax A920 and A920 Pro, ensuring seamless operation for your business and continued card payments. A satisfied user is a returning customer.

‍

1. Connectivity Options & Issues

Problem:

• The card machine fails to connect to WiFi or mobile networks.

‍

Causes:

• Weak WiFi signal or incorrect network credentials.
• Mobile data settings not properly configured in cellular settings.
• Network interference or device software bugs.

‍

Solution:

• Check WiFi Settings: Go to Settings > Network > WiFi and ensure the correct network is selected. Re-enter the password if needed.
• Restart the Device: Power off the card payment terminal, wait a few seconds, and restart it.
• Verify Mobile Data: If using a SIM card, ensure mobile data is enabled in Settings > Mobile Network. Check APN settings with your service provider if required to ensure cellular connection. Successfully connect the device to keep business going.
• Update Software: Navigate to Settings > About > Software Update to ensure the payment terminal is running the latest firmware. It should automatically check for updates when connected.

‍

2. Slow Performance

Problem:

• The card machine lags or processes transactions slowly.

‍

Causes:

• Outdated firmware or software.
• Insufficient memory due to unused apps or data.

‍

Solution:

• Close Background Apps: Double-tap the home button and close unnecessary apps running in the background.
• Free Up Storage: Go to Settings > Storage and delete unused apps, cache, or files.
• Update Firmware: Regular updates improve speed and fix bugs. Ensure your device is updated to offer an optimal payment experience. Having the latest software ensures smooth sales.
• Restart Regularly: Restarting the device clears temporary files and improves speed and performance of the high-capacity battery.

‍

3. Card Reader Errors

Problem:

• The card machine fails to read chip, magnetic stripe, or contactless payments.

‍

Causes:

• Dirty or damaged card reader components.
• Faulty cards or improper card placement.
• Outdated firmware.

‍

Solution:

• Clean the Reader: Use a soft cloth and alcohol-based cleaner to gently clean the card reader slot at the bottom of the card machine.
• Test with Another Card: Ensure the issue isn’t with the customer’s card by testing a different card to see if you can process transactions.
• Test other Payment Methods: Attempt alternatives like Chip & Pin payment or wallet payments like Apple Pay & Google Pay.
• Update Firmware: As card reader bugs are often fixed in updates, ensure the device is updated.
• Restart the Device: Power cycle the card payment terminal and test again. Processing sales quickly is key.

‍

If you contact customer support, have your device information ready. A clear screen is essential for the user to see the transaction details. Make sure device connects to the bank without error to complete sales, contact your phone provider. It is designed to do that automatically. Speed of the device will directly impact complete sales amount.

4. Printer Malfunctions (A920 Pro)

Problem:

• The receipt printer or thermal printer fails to print receipts or prints blank receipts.

‍

Causes:

• Incorrect paper placement.
• Paper roll is empty or incompatible.
• Hardware fault.

‍

Solution:

• Check the Paper Roll: Open the printer lid and check the paper roll is properly installed, with the paper’s thermal side facing outward when looking at the thermal printer.
• Replace the Roll: Use only compatible paper rolls recommended by the manufacturer. This will assure a smooth transaction for payments.
• Test Print: Go to Settings > Printer Test to ensure proper functionality.
• Restart the Device: If the problem persists, restart the mobile payment terminal. Check card machine settings to be sure.

‍

5. High-Capacity Battery Draining Quickly

Problem:

• The device rechargeable battery drains faster than expected.

‍

Causes:

• High screen brightness or background apps.
• Worn-out battery over time.
• Discontinued power supply.

‍

Solution:

• Adjust Brightness: Lower the screen brightness in Settings > Display > Brightness.
• Close Background Apps: Clear unused apps running in the background.
• Battery Health Check: If the rechargeable battery continues to drain quickly, it might need replacement. Contact Pax support or your merchant services provider.
• Enable Power-Saving Mode: Turn on power-saving features to ensure a longer lasting battery.
• Check & Change Charing Device: Ensure the card machine charging station is plugged in and working correctly. Check connection type if everything is alright or not.

‍

6. Transaction Declined Errors

Problem:

• Transactions are frequently declined despite valid cards.

‍

Causes:

• Network issues.
• Configuration errors in the payment processor settings.
• Faulty card machine.

‍

Solution:

• Check Connectivity: Ensure the device is connected to a stable internet source. First, check which connection type is working on the device.
• Verify Processor Settings: Check your payment processor’s configuration details under Settings > Payment Settings.
• Test the Card Reader: Follow the steps under "Card Reader Errors" to ensure it is functioning correctly.
• Contact Support: If the problem persists, contact Pax or your payment processor for assistance. Check if you have given the correct user id for the payments.

‍

Before you start, make sure the sim card is properly inserted. You can also access advanced settings via the main menu. If there are lots of payments issue try contacting customer care with correct user id.

‍

‍

7. Frozen or Unresponsive Touch Screen

Problem:

• The touch screen becomes frozen or unresponsive.

‍

Causes:

• Software glitches.
• Insufficient memory or transaction processing overload.

‍

Solution:

• Force Restart: Hold down the power button until the device restarts.
• Clear Cache: Go to Settings > Storage and clear cached data.
• Update Firmware: Ensure the device firmware is up to date. The PAX A920 needs to have the latest software to run smoothly.
• Factory Reset: As a last resort, perform a factory reset under Settings > Backup & Reset. Ensure data is backed up before proceeding. Accessing the main menu will allow you to do this.

‍

The PAX A920 Pro boasts a faster processor. It can handle more complex tasks simultaneously. With a faster processor, issues are less common. The PAX A920 series offers a variety of options to solve the touch screen issues.

‍

8. Issues with Payment Processing

Problem:

• Payments are not processed, or settlements fail.

‍

Causes:

• Incorrect payment processor configuration.
• Network or server downtime.

‍

Solution:

• Check Payment Processor Settings: Confirm your payment processor credentials are correctly configured. These settings may have been incorrectly presented by your service provider.
• Monitor Network Status: Ensure the device has a stable internet connection. If the internet is unstable, refunds may not process correctly.
• Restart the Mobile Payment Device: Cycling often resolves temporary issues.
• Contact the Payment Service Provider: If problems persist, reach out to your provider for support. They may ask you to watch a training video or scroll through the settings.

‍

If a customer wants to cancel the payment, you can exit the payment process, and keep the payment in your till. Some debit card payment can not process after week. 

‍

Lee's Key Takeaways

‍

The Pax A920 and A920 Pro are beautiful machines; reliable and versatile payment devices featuring card readers, Chip & Pin, touch screens, and receipt printers. By following this guide, you can troubleshoot and resolve most common problems, ensuring smooth transactions and uninterrupted service for your customers. For persistent issues, you should always contact Pax support or your merchant service provider for professional assistance.

‍

Remember to log any issues you encounter for future reference. For most businesses it's important to hold multiple card machines, or to have another low cost payment method available should your payment processor go down. This may seem an unnecessary cost but is often business critical and ensures a seamless experience for you and your customers, keeping your business operations efficient and hassle-free. You may need to sign a new agreement.

‍

When troubleshooting, it can be helpful to watch online tutorials. The style of Pax machines is sleek and modern. Most merchants accept the machine because of its usefulness, and they can arrange the device by login with their credentials in the box. The style of login screen attracts the merchant.

‍