All about your
Card reader

Here you will find all the information you need to set up and operate your card reader, including guides, tutorial videos, downloads and options to expand your terminal with exclusive additional services.

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App solution

T650p

FAQs about
Card readers

Find out everything you need to know about your card reader. Here you will find answers to the most frequently asked questions about terminal accessories, replacing defective devices or troubleshooting on your own.

General questions

How can I activate functions such as the tip option on my terminal?
To activate individual additional services, please contact our sales team directly using the Contact form on our website.
Our employees will be happy to advise you and help you find the right solutions for your requirements.
How can I activate my terminal for special functions?
To activate special functions, please contact our sales team directly using the Contact form on our website.
Our employees will be happy to advise you and help you find the right solutions for your requirements.
How can I conclude a MOTO contract?
To conclude a MOTO contract (mail order/telephone order), please contact our sales team directly using the Contact form on our website.
Our staff will be happy to advise you and help you find the right solutions for your requirements.
How can I cancel an incorrect payment on the card reader?
To cancel an incorrect payment on the card reader, we provide both detailed operating instructions and videos on our website, depending on the terminal type, which guide you step by step through the cancelation process (see above).
There are scenarios in which a reversal is no longer possible, for example if a checkout cut has already been made. In such cases, the original amount can be credited to your merchant account shortly, as the transaction has already been processed.
How can I ensure that my payment terminals are protected against manipulation?
Keep your terminal in a safe place outside store opening hours and do not allow unauthorized persons access to it. Report any suspicion of tampering to the police and PAYONE immediately.
All PAYONE terminals naturally comply with the current guidelines of the German Banking Industry (DK) as well as the security regulations of the international card organizations and PCI DSS.

Replacement/defective devices

What should I do if I receive an invoice despite returning a terminal?
Please use our Contact form to submit a complaint. Our support team will check the matter and help you as quickly as possible.

Please note: When returning a card reader, the confirmation of receipt should be removed. This is for your documentation and as proof of the dispatch date in the event of queries.
How can I return a defective device and request a replacement?
Please contact our technical support in contact. Our team will help you to start the return process and ensure that a replacement device is provided as soon as possible.
How do I request a replacement for a defective card reader?
Please contact our technical support. Our team will guide you through the process and ensure that you receive a replacement device as quickly as possible.
How can I exchange an existing device for another model?
To exchange for a different model, please contact our sales team directly using the Contact form on our website. Our employees will be happy to advise you and help you find the right solutions for your requirements.

Troubleshooting

What can I do if my terminal is not working properly or I need additional devices?
Check the operating instructions for your terminal on our website (see above) to solve common problems.
For additional devices, please contact our Sales department.
Why couldn't a cash register cut be performed and how do I correct errors?
Make sure that your terminal is correctly connected to the network. Further steps can be found in the operating instructions for your terminal on our website (see above).
What can I do if my terminal is not connected to the Internet?
Check the network connections and restart the terminal. Further troubleshooting instructions can be found in the operating instructions for your terminal on our website (see above).
What should I do if my terminal displays an error message?
If you encounter an error message on your terminal, please refer to the operating instructions for your terminal on our website (see above). There you will find a list of error codes that can help you to identify and solve the problem.
Why is a payment via a terminal not completed?
Make sure that the terminal is correctly configured and connected to the network. The operating instructions for your terminal (see above) provide further troubleshooting tips and codes.
If problems persist, please contact our technical support.
What are the options for terminal and POS system compatibility issues?
Check the compatibility information in the operating instructions for your terminal and contact our technical support.

Accessories

How can I order receipt rolls or thermal paper?
You can order receipt rolls or thermal paper directly from our Accessories shop order.
How can I order accessories or spare parts for my terminal?
You can easily order accessories or spare parts for your terminal in our Accessories shop order.
What do I do if delivery is delayed?
In the event of delivery delays, please contact support using the contact options provided in the store.
What do I do if I have not received an order confirmation or invoice?
Please check your spam folder. If you still have not received a confirmation or invoice, please contact support using the contact details provided in the store.

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All about your Card reader

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Move/3500

Move/5000

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Desk/5000

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DX8000

CCV Base Next

CCV Compact A77

CCV Mobile A920

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V200c

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T650c