Maya Terminals Troubleshooting Guide
Learn how to troubleshoot your Maya Terminals.
Basic Troubleshooting Steps
- Review the Maya Terminal Guidebook
based on the terminal model availed.
- Examine the connections of the terminal device and its cables.
- Verify the internet connectivity of the terminal device and reboot it if necessary.
- Ensure that the Maya application versions on the terminal device are up-to-date. Check with your designated Maya Relationship Manager to find out the most recent Maya application version.
- Consult the Terminal Troubleshooting Use-Cases
for any relevant issues.
Terminal Troubleshooting Use-Cases
Terminal Hardware Concerns
No power, Not charging, Print error, Firmware download mode, corrupted app
Terminal Model: Sunmi PAX PAX Lite
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Check the device for connection or cable issues. Try using other cables.
Maya Business Manager
If the issue continues to persist even after multiple attempts, request for a device checkup and possible replacement by logging in to youraccount and file a ticket; or contact Maya Business Support
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Sim Issue, Unit Issue
Terminal Model: Sunmi PAX PAX Lite
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Log on to your Maya Business Manager account, file a ticket, and provide the details of your concern. Call the Maya Business Support hotline
for further assistance.
Forgotten PIN
Terminal Model: Sunmi PAX PAX Lite
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- Call the Maya Business Support hotline
to request for your OTP.
- To reset your PIN. Go to your Maya Terminal. Tap Menu. Tap Reset PIN then generate OTP.
POS Servicing
Unable to complete the batch settlement (outdated version of app or network issue)
Terminal Model: Sunmi PAX PAX Lite
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- First, check if you’re connected to the internet. If you are still unable to complete the batch settlement, Call the Maya Business Support hotline
to request for an over-the-air (OTA) push for the device
- Make sure the Maya Terminal device is connected to the internet when you call the Maya Business Support hotline.
EMV Error (Card issue, Network issue)
Terminal Model: Sunmi PAX PAX Lite
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- First, check if terminal is connected to the internet. Make sure to dip/tap the card properly.
- If the EMV error persists, ask the customer if they have other cards.
- If the same error happens using other cards, your device might need updating. Call the Maya Business Support hotline
, to request for an over-the-air (OTA) push for the device.
BIN List error (BancNet / P1 issue, or network issue)
Terminal Model: Sunmi PAX PAX Lite
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- First, check if terminal connected to the internet. Try the transaction again.
- If the transaction still fails, call the Maya Business Support hotline
, to request for an over-the-air (OTA) push for the device.
Maya Business Manager
If the issue continues to persist even after multiple attempts, request for a device checkup and possible replacement by logging in to youraccount and file a ticket; or contact Maya Business Support
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Key exchange error (network issue or app issue)
Terminal Model: Sunmi PAX PAX Lite
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- First, check if you’re connected to the internet.
- Please check Parameters. To check Parameters, go to your terminal’s Maya app. Tap ONE App, tap Menu. Tap Update Parameter. Tap Yes.
- If the transaction still fails, call the Maya Business Support hotline
, to request for an over-the-air (OTA) push for the device.
ECR Error (Corrupted App, Missing App, Unable to connect to base)
Terminal Model: PAX PAX Lite
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- Check the cable connection and restart the terminal
- If error still persists, call the Maya Business Support hotline
, to request for an over-the-air (OTA) push for the ECR app.
Maya / WeChat / Grabpay / GCash App (Corrupted App, Missing App)
Terminal Model: PAX PAX Lite
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- Check the cable connection and restart the terminal
- If error still persists, call the Maya Business Support hotline
, to request for an over-the-air (OTA) push for the ECR app.
Communication Timed Out
Terminal Model: PAX PAX Lite
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- Check the cable connection and restart the terminal
- If error still persists, call the Maya Business Support hotline
, to request for an over-the-air (OTA) push for the device, as well as request assistance for servicing.
Void / Refund Concerns
Cancelled
Terminal Model: Sunmi PAX PAX Lite
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If the transaction is shown as CANCELLED in the receipt, do not honor the transaction. The transaction might have been voided or interrupted while being processed.
Change mode of payment / Double Charge
Terminal Model: Sunmi PAX PAX Lite
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The customer paid already using QR/Card but decided to pay via cash/installments with other card issuer, cash, or installment using another Acquirer or ACQ. What is the refund process for this?
Card Transactions
- If a physical card was used for the transaction, call the Maya Business Support hotline
, to manually refund the money.
- Fill out the refund form providing the details of the transaction. Have the authorized merchant representative to endorse the refund form via email to [email protected]
QR PH Transactions
For QR Ph transactions, merchant may process the refund request in the Maya Business Manager . If the merchant’s refund button is not enabled in Maya Business Manager, they can have it manually processed through the same process of Card Transactions above.
Keep in mind
- If the refund was processed manually through the Maya Merchant Hotline, the status of the transaction will not appear as “refunded” in the Maya Business Manager.
- Avoid duplication of processing refunds by choosing one channel to request for a refund – either via Maya Business Manager or via email sending an accomplished Refund Template.
- Refunds will be processed within five (5) business days, upon submission of a completely filled out Refund form, filed or endorsed by merchant’s authorized representative.
- You will receive an email confirmation from Maya Business Support that the refund has been successfully processed
Incorrect amount
Terminal Model: Sunmi PAX PAX Lite
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The cashier has processed an incorrect amount and the customer already paid for it.
Two Types of Errors:
- Overpayment
The customer paid more than the correct amount and will need to be refunded with the variance amount.
Please follow the refund request process (see refund process of [Change of Mode of Payment]())
- Underpayment
The customer have not paid the total amount of the transaction and will require customer to pay the variance amount.
This is discouraged to force post transactions since this will expose both the merchant and Maya to chargeback risks. It is recommended that if the merchant has contact with the cardholder, they can refund the transaction with the wrong amount, then ask the cardholder to redo the transaction with the correct amount.
Always check the receipt if it has the correct amount and the status APPROVED before you release the purchased item/s.
Partial refund
Terminal Model: Sunmi PAX PAX Lite
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- Call the Maya Business Support hotline
, to manually refund the money.
- Fill out the refund form providing the details of the transaction. Have the authorized merchant representative to endorse the refund form via email to [email protected]
Refund Deposit (Refund Crediting to Customer’s Account)
Terminal Model: Sunmi PAX PAX Lite
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It is the cardholder’s issuing bank’s responsibility to credit back the refunded amount to the cardholder, once the refund has been processed by Maya or by the merchant.
No QR SMS Notification
Terminal Model: Sunmi PAX PAX Lite
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- Check if your phone has enough battery and network signal.
- Check if the phone’s inbox is full. Delete older messages if necessary.
- You may also write down the transaction reference number from your customer’s QR wallet app and check the transaction in your Maya Business Manager.
- Maya QR Ph transactions are recorded in Maya Business Manager in real time.
Failed Status - Online Payment (Failed in portal but settled to Merchant) / Due to Downtime
Terminal Model: Sunmi PAX PAX Lite
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- Call the Maya Business Support hotline
, to manually refund the money.
- Fill out the refund form providing the details of the transaction. Have the authorized merchant representative to endorse the refund form via email to [email protected]
Declined card transaction
Terminal Model: Sunmi PAX PAX Lite
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If the amount was deducted to the cardholder’s account despite the transaction being declined, advise the cardholder to report and call their bank for the return of their money reversal (the turnaround time depends on the bank.)
This error often happens with debit cards. Issuing banks The earmark the transaction on the cardholder’s account to ensure that there will be enough balance in the account in case the transaction pushes through.
Card pending reversal
Terminal Model: Sunmi PAX PAX Lite
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Do not honor a transaction that is indicated as PENDING REVERSAL. The Maya Terminal device is trying to void the transaction due to an error encountered during processing. Repeat the transaction to remove the error.
Void Transaction
Terminal Model: Sunmi PAX PAX Lite
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Void transactions directly from the Maya Terminal.
For QR transactions
Void transactions through the Transaction List in your Maya Business Manager . Partial voiding cannot be done. You need to wait for the following day to have the transaction processed as a refund instead. Partial refunds can be done through your Maya Business Manager as well.
Double-check the validity of the transaction before you void it.
Settlement Concerns
Settlement Inquiry
Terminal Model: Sunmi PAX PAX Lite
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Check if a transaction was successful through the settlement reports in your Maya Business Manager .
Please do note that reports are updated the day after the transaction.
Settlement Report
Terminal Model: Sunmi PAX PAX Lite
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- Settlement Reports are available in Maya Business Manager.
- Select a Merchant ID (MID) from the dropdown menu and change the date range to view the settled transactions per day.
Manual Capture
Terminal Model: Sunmi PAX PAX Lite
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- Settle transactions in the Maya Terminal device daily. Unsettled transactions have 144 hours (6 days) from the time of transaction authorization to be settled in the Maya Terminal, otherwise, these will expire and become invalid for settlement
- The 6-day period is a rule of the card schemes that Maya needs to adhere to.
Contact
- If your Maya Terminal device is defective, request for a replacement.
- If your Maya Business Terminal device has transactions pending for refund, email your merchant ID (MID) to request manual capture.
No settlement credit as claimed by merchant
Terminal Model: Sunmi PAX PAX Lite
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- Proceeds are credited to the merchant’s bank account the next banking day in LUMPSUM.
- There are no settlements on weekends and holidays.
- The merchant may check the breakdown by tallying settlement reports that can be downloaded in your Maya Business Manager.
Supply of thermal rolls
Terminal Model: Sunmi PAX PAX Lite
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Request for thermal rolls and other supplies through your Maya Business Manager . File a ticket in the Contact Support section with the following details:
- Merchant ID (MID)
- Maya Terminal device ID
- Branch
- Contact Person
- Contact Number
If your location is within Metro Manila, expect your supplies to be delivered within 3 business days. In provincial areas, within 7 business days.
ECR Integration Concerns
Unable to open port
Terminal Model: PAX PAX Lite
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- If the Maya Terminal is connected to an Electronic Cash Register (ECR) and is unable to open port, report to the head office and Connect with Maya Developers
.
- Driver installation may be needed with the ECR.
Windows Device Manager does not show COM PORT
Terminal Model: PAX Sunmi
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- Windows should auto install the required USB driver. In some cases, you may need to install the PAX/Sunmi Driver.
- Coordinate with your assigned Maya Relationship Manager for a copy of the PAX/Sunmi Driver installer.
Do you need further assistance?
Unable to find your concern in Terminal Troubleshooting Use-Cases ? Feel free to reach out to us. We're always happy to talk to you.
Maya Terminal hardware, transaction, and settlement concerns
Connect with Maya Business Support
Be ready with the following information and contact us in any of the channels.
- Merchant Name
- MID (Merchant ID)
- Maya Terminal Model and Serial Number
- Details / background of the problem
- Screenshot, photo, or recorded video of the issue (optional)
Keep in mind
For Maya Terminal Concerns, reach us via:
- Maya Business Support Hotline: (+63)2 8845 7700
or 1-800-18-886-571
- Maya Business Email: [email protected]
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- Log on and file a ticket via your Maya Business Manager
account
Sandbox Technical Integrations (ECR, Merchant terminal app)
Connect with Maya Developers
- Make sure you are enrolled in the Maya Developer Hub Service Desk
. Otherwise, email [email protected] , with subject: Merchant Name | Request for ASKMAYADEV Access, and provide the following:
- Merchant Name
- Merchant ID
- Maya Solution Onboarded (e.g. Maya Terminals, Maya Checkout, etc.)
- Assigned Relationship Manager
- List of email addresses of your developers, that will be engaging with Maya.
- Create ASKMAYADEV ticket in Maya Developer Hub Service Desk
.
- On the ticket created, make sure to provide the following information:
- Maya Terminal Model and Serial Number
- Maya ONE and Maya ECR application versions
- Details / background of the problem
- Screen display if the "DEBUG only" watermark appears (if using a test terminal device): Yes / No
- Raw request and response (e.g. -debug option in ECR Tool)
- Procedure to replicate the issue
- Screenshot, photo, or recorded video of the issue
Updated 11 days ago