Maya Terminals Troubleshooting Guide

Learn how to troubleshoot your Maya Terminals.

Basic Troubleshooting Steps

  1. Review the Maya Terminal Guidebook based on the terminal model availed.
  2. Examine the connections of the terminal device and its cables.
  3. Verify the internet connectivity of the terminal device and reboot it if necessary.
  4. 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.
  5. 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.

ℹ️ If the issue continues to persist even after multiple attempts, request for a device checkup and possible replacement by logging in to your Maya Business Manager account and file a ticket; or contact Maya Business Support


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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  1. Call the Maya Business Support hotline to request for your OTP.
  2. To reset your PIN. Go to your Maya Terminal. Tap Menu. Tap Reset PIN then generate OTP.

Transaction Errors

ACQ008 - When attempting to generate a QRPH image

Terminal Model: PAX

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If the issue persists, contact your designated Maya Relationship Manager or call the Maya Business Support hotline .


ACQ091 - Authorization System / Issuer System Inoperative

Terminal Model: PAX

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  1. Please retry the transaction using a different card.

  2. If the issue persists, contact your designated Maya Relationship Manager or call the Maya Business Support hotline .


ACQ0084 - Transaction was blocked by the acquirer

Terminal Model: PAX

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  1. Please validate the card details used then retry the transaction.

  2. Retry the transaction using a different card.


1996 - TypeError: Cannot read property 'message' of undefined (Terminal shows Declined P3 Terminal)

Terminal Model: PAX

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If the issue persists, contact your designated Maya Relationship Manager or call the Maya Business Support hotline .


Terminal shows 1996 - General Error

Terminal Model: PAX

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If the issue persists, contact your designated Maya Relationship Manager or call the Maya Business Support hotline .


Terminal shows RKI: 1401 error

Terminal Model: PAX

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  1. Check the device for connection or cable issues

  2. If the issue persists, contact your designated Maya Relationship Manager or call the Maya Business Support hotline .


Terminal shows “RuntimeException” error

Terminal Model: PAX

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If the issue persists, contact your designated Maya Relationship Manager or call the Maya Business Support hotline .


Terminal shows PY0017 error

Terminal Model: PAX

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If the issue persists, contact your designated Maya Relationship Manager or call the Maya Business Support hotline .


K003: Invalid authentication credentials

Terminal Model: PAX

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If the issue persists, contact your designated Maya Relationship Manager or call the Maya Business Support hotline .


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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  1. 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
  2. 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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  1. First, check if the terminal is connected to the internet. Make sure to dip/tap the card properly.
  2. If the EMV error persists, ask the customer if they have other cards.
  3. 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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  1. First, check if terminal connected to the internet. Try the transaction again.
  2. If the transaction still fails, call the Maya Business Support hotline , to request for an over-the-air (OTA) push for the device.

ℹ️ If the issue continues to persist even after multiple attempts, request for a device checkup and possible replacement by logging in to your Maya Business Manager account and file a ticket; or contact Maya Business Support


Key exchange error (network issue or app issue)

Terminal Model: Sunmi PAX PAX Lite

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  1. First, check if you’re connected to the internet.
  2. Please check the Parameters. To check Parameters, go to your terminal’s Maya app. Tap ONE App, tap Menu. Tap Update Parameter. Tap Yes.
  3. 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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  1. Check the cable connection and restart the terminal
  2. 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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  1. Check the cable connection and restart the terminal
  2. 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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  1. Check the cable connection and restart the terminal
  2. If the error 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 issuers, cash, or installment using another Acquirer or ACQ. What is the refund process for this?

Card Transactions
  1. If a physical card was used for the transaction, call the Maya Business Support hotline , to manually refund the money.
  2. 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, the 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:
  1. 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]())

  2. Underpayment

    The customer has not paid the total amount of the transaction and will require the 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, and then ask the cardholder to redo the transaction with the correct amount.

ℹ️ 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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  1. Call the Maya Business Support hotline , to manually refund the money.
  2. 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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  1. Check if your phone has enough battery and network signal.
  2. Check if the phone’s inbox is full. Delete older messages if necessary.
  3. 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.
  4. 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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  1. Call the Maya Business Support hotline , to manually refund the money.
  2. 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 from 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.)

ℹ️ 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.

ℹ️ 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 .

ℹ️ Please do note that reports are updated the day after the transaction.


Settlement Report

Terminal Model: Sunmi PAX PAX Lite

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  1. Settlement Reports are available in Maya Business Manager.
  2. 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 Maya Business Support

  • 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 the 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

ℹ️ 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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  1. If the Maya Terminal is connected to an Electronic Cash Register (ECR) and is unable to open the port, report to the head office and Connect with Maya Developers .
  2. Driver installation may be needed with the ECR.

Windows Device Manager does not show COM PORT

Terminal Model: PAX Sunmi

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  1. Windows should auto-install the required USB driver. In some cases, you may need to install the PAX/Sunmi Driver.
  2. 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:

Sandbox Technical Integrations (ECR, Merchant terminal app)

Connect with Maya Developers
  1. Make sure you are enrolled in the Maya Developer Hub Service Desk . Otherwise, request for access to ASKMAYADEV.
  2. Once you are provided access, create ASKMAYADEV ticket in Maya Developer Hub Service Desk portal .
  3. On the ticket fields, make sure to provide the following information:
    1. Maya Terminal Model and Serial Number
    2. Maya ONE and Maya ECR application versions
    3. Details/background of the problem
    4. Screen display if the "DEBUG only" watermark appears (if using a test terminal device): Yes / No
    5. Raw request and response (e.g. -debug option in ECR Tool)
    6. Procedure to replicate the issue
    7. Screenshot, photo, or recorded video of the issue