Troubleshooting the PayPal Zettle Terminal
My terminal displayed a technical error message, what do I do?
This means there has been an issue when processing a payment, and the payment has been canceled.
You should factory reset the terminal and then try taking payment again. If the problem persists, contact customer service and we can look into this further for you.
My terminal displayed a security alert message, what do I do?
This means the terminal has detected an internal issue and must be replaced if it’s within warranty. Please contact customer service to replace the terminal.
My products are not showing on the terminal, what do I do?
- Long press on the Zettle app and you’ll see an uninstall option.
- Install it again by opening the updates app.
- Once downloaded, log back in and check if the product is there.
- Contact customer service if you still don't see your products after this.
My Terminal has frozen; what do I do?
- Turn off the Terminal.
- Turn it back on again, hold the power button until it reaches a different screen, and then release it.
- You will now be guided through a rescue menu and need to work with the power button to navigate the menu.
- If the power button is not working, then you will have to reset the Terminal through the reset hole on the right side of the Terminal.
My terminal isn't connecting to Wi-Fi
Please check the following:
- Is Airplane mode turned off?
- Are you connecting to a secure Wi-Fi network?
- Are you in an area with a strong signal to connect via mobile data?
- Restart the Terminal.
If you connect to a network that's not password protected, it'll show up as unsecured Wi-Fi and you won't be able to connect to it.
A workaround to this is connecting to a network on a mobile device, and then opening a mobile hotspot with password protection. The Terminal will see the mobile hotspot as an available secure Wi-Fi network and should be able to connect to it.
If all the above has been tested, and the issue persists, contact customer service.
I have forgotten the password to my terminal device; how can I access it?
Only a factory reset will resolve this issue, which needs to be performed via service mode. Here’s how:
- Power off the Terminal.
- Hold down the power button for 30+ seconds until service mode appears.
- You’ll be presented with 4 options: power on, power off, factory reset, and recovery mode. You will need to select factory reset.
- The Terminal will reset, and a new setup needs to be performed.
My terminal is showing a black screen
If the Terminal only shows a black screen, it could be caused by a bad connection from the internal cable to the LCD screen.
The Terminal may have this issue if:
- The Terminal turns on and vibrates but no image is shown on the screen (it might appear/ flash once, but then disappear).
- You can hear the Terminal turning on, but no image is shown on the screen.
You should also ensure your terminal battery is fully charged.
If you have verified these steps and the issue persists, contact customer service
My terminal is unresponsive and won't turn on, on arrival.
- Ensure the terminal has been charged uninterrupted for at least 3 hours.
- Plug the original power chord and adaptor into a wall socket and in the terminal.
- Press and hold the power button for at least 10 seconds (it can take up to 30 seconds) until the terminal produces a buzzing sound indicating it is turning on.
- Should the terminal not produce a buzzing sound, please press the button in the reset hole once. That should force the terminal to turn on.
If the above steps don't solve the issue, contact customer service.
Can the terminal connect to my cash drawer?
The terminal doesn’t have a DK port, which is required to connect to a cash drawer. A way to get around this is to connect to a printer over Wi-Fi and have the cable running from the printer to the cash drawer.
Can my terminal connect to Bluetooth printers?
Unfortunately, the terminal isn't compatible with Bluetooth, so this isn’t possible.