FAQs
Get answers to the most frequently asked questions on all PAX solutions here.
General PAX Terminals
Q: What's the difference between an Android and Traditional terminal?
A: Android terminals use the Android operating system and work more like a tablet than a traditional payment device. Android payment terminals can have multiple applications so they can have multiple uses. A traditional terminal only uses the payment application and can only be used to process payments.
Q: What are some examples of PAX Android terminals?
A: Some examples would include the A920, a mobile device; the A80, an Android version of our S80; the E-Series, which are Point-of-Sale devices; and the Q-Series for unattended sales terminals. Contact your sales consultant or your reseller for specific devices and product availability.
Technical/Troubleshooting
Q: What’s the warranty on PAX products?
A: Warranty details may vary. Contact your terminal service provider for warranty information.
Q: Why won’t my A920 hold a charge?
A: If this is a new terminal, turn off the terminal and remove the battery from the device. Once you remove the battery peel off the protection sticker off the battery. Then place the battery back into the device and plug in the charger.
Q: How do I enable Apple Pay/Contactless?
A: Contact your Merchant Service Provider and have them enable this feature on your file. Then power cycle the terminal to download the new changes.
Q: What are the communication options in a PAX Android terminal?
A: All PAX Android devices support Wireless and Wi-Fi. Other connection methods such as LAN, Dial, or Bluetooth depend on the specifications or accessories and may vary in availability with other PAX devices.
Q: What do you do for a Connect Error?
A: It can be network issue or host issue
Run a Ping Test on a Traditional Terminal:
- Go to Menu
- Go to communication
- Input Password
- Go to LAN Parameters/Wi-Fi Parameters
- Select Ping
- Will see a server URL(google.com) Press Enter
- Will say Ping Okay if you are connected to the internet
Run a Ping Test on an Android terminal:
- Open Payment App
- Func
- Settings
- Communication
- Ping
- (google.com) Confirm
Q: What is Module Check (Traditional Terminals)?
A: An option that allows the user to check on the terminal level if the peripherals are properly working such as ICC Reader, MAG Reader, NFC Reader, and Key Test only.
Q: My terminal is displaying NPM
A: If the terminal displays NPM it means No Paper Mode. This means the terminal either has no receipt paper or the paper is not inserted correctly. You can remove NPM from the screen, but if you remove this the terminal will process transactions without a receipt.
NPM (Traditional Terminals):
- Menu
- Operation Settings
- No Paper Mode
- Select Auto
NPM (Android Terminals):
- Open Payment App
- Func
- Settings
- Operation Settings
- No Paper Mode
- Auto
Q: How do you reprint a receipt?
A: Follow these instructions:
Traditional Terminals:
- Func
- Reprint
- Select preferred option
Android Terminals:
- Open Payment App
- Func
- Reprint
- Select preferred option
Q: How do I unlock a terminal (Traditional Terminal)
A: It means the password is incorrectly inputted 3 times. To resolve the issue just power cycle the terminal.
Q: What is a Traditional Terminal Password?
A: The default password can be either Today, Yesterday or Tomorrow’s date with 8-digit format (MM/DD/YYYY)
Q: What is an Android Terminal Android Settings Password?
A: The default password can be:
- 9876
- Pax9876@@
- BroadPOS Application Password
- The default password can either be Today, Yesterday or Tomorrow’s date with 8-digit format (MM/DD/YYYY)
Q: The terminal is displaying a Status Error/ Authentication Error (First Data)
A: This error message was received when the application installed is OMAHA/FDRCNV. Run a provision or self-register, or contact the Datawire.
Q: The terminal is displaying Warning App Exception/Error Lookup DNS/Error Lookup Firmware Entry/SO Open Error UAI
A: Due to policy changes, we are not able to provide TIDS via email. All firmware updates must be done over the phone with a Technical Support Analyst. Please see the attached memo. You may call our support line at 877-859-0099 option 4 for further assistance.
Q: Why does my terminal say Attacked, Triggered, or Ped Tampered?
A: The terminal has detected an insecurity with the hardware and has locked itself in security purposes. This can happen if the terminal was dropped or tampered with. This error message will also appear if the internal battery is damaged or needs to be replaced. With that being said, the machine must be sent to RMA for a Repair.
Q: Why does my terminal display Comm Err 1505, -400
A: This is expected and this is normal operation under the latest applications. It is a message that lets them know that there is not an RKI (Remote Key Injection) download for the terminal. Please tap the arrow to exit the message or press the Cancel Button. Do not tell the customer to downgrade the application.
Q: How do I connect to WiFi?
A: Use these instructions:
Android Terminal
- Android Settings
- WiFi
- Select WiFi
- Enter Password
- Confirm
Traditional Terminal:
- Menu
- Communication
- WiFi
- Select SSID
- Enter Password
- Go Back to the Main Screen
Q: Your terminal SN does not exist in global marketplace estate list/Model Mismatched in PAXSTORE
A: Please send the SN to support@pax.us
Q: Your terminal SN already exists
A: Please download and sign this form. In addition, the original or current owner of the terminal must email this form using an official company email address to PAX Technology Technical Support at support@pax.us.
Terminal Capabilities
Q: Can an Android terminal keep track of inventory or act as a POS?
A: Yes, but you would need to install a third-party POS or inventory tracking application. The E Series of devices are a self-contained Android POS and a payment terminal in a single unit.
Q: I have a traditional storefront and a mobile sales business, like a food truck or outdoor shows. Is there a device I can use in both?
A: One option would be an A920. This device can be used on Wireless or Wi-Fi, and also has a docking station that supports a wired LAN connection. Talk to your reseller for a device that fits our specific needs.
Q: Can the PAX support Point to Point (P2PE) encryption?
A: Point to Point Encryption is available for processors that require it.
Q: Can I process tips on a PAX terminal?
A: All PAX terminals can process tips, either entered at the time of sale or adjusted after the sale. Please ask your reseller for details.
Q: Can I use the Android device to calculate sales tax?
A: Sales tax would need to be calculated separately on a Point-of-Sale. The Point-of-Sale would calculate tax and include it in the total sent to the payment application. Some applications support having a prompt for tax in the transaction. It will print the tax amount on the receipt and the total tax collected on the batch report.
Q: Can a PAX Android terminal take Apple Pay?
A: All current PAX devices can accept contactless card and device payments, like Apple Pay, Google Wallet, Samsung Pay, etc. It must be configured in the terminal and with the payment host.
Q: Can I take Debit, EBT, FSA, or eWIC on my PAX terminal?
A: You can process Debit or EBT on an encrypted terminal. FSA, HSA, or eWIC payments can only be processed if the terminal is attached to a POS that can send the authorization information for those types of payments. An E Series device with an application that supports FSC, HSE or eWIC would be able to process these payments directly.
Q: Can I take gift cards?
A: Yes, we have applications that support gift cards. Ask your reseller for details.
Q: Can the device email a receipt to my customer?
A: This would depend on a third-party POS application in or connected to the device. PAX payment applications do not email receipts.
General Questions
Q: What is Surcharge Fee?
A: Surcharge is only applied to credit transactions which are processed by a true credit card while legally, debit cards are not charged with surcharge fee.
- Note that the chip reader will identify the AID of the card. If it identifies that the card has Debit AID, no surcharge fee will be applied to the credit transaction.
Q: What is partial approval?
A: A Partial Authorization occurs when an authorization is attempted for the full amount of the transaction and there are not enough funds available to cover the full amount, so an authorization for the amount available in the account is returned. This allows the cardholder to use the card presented for the amount available and for the merchant to obtain an additional form of payment for the difference. For Prepaid Gift Cards, the issuers will also return a card balance which will be printed on the receipt.
This feature is controlled by the HOST. Card Brands such as Mastercard, Visa, etc. require this feature to be enabled for ALL cards. This is not a feature we can disable. If there are applications without this feature or that allow you to disable this feature it means they have not yet updated to the latest requirements set by the card brands
Q: Where can I get more receipt paper?
- POS Portal – posportal.com866-940-4767
- The Phoenix Group – phoenixgrouppos.com 866-559-7627
- JRs POS Depot – jrposdepot.com 877-999-7374
- POSDATA – posdata.com800-852-3282
- TASQ– tasq.com 800-827-8297
- CDE – cdesolutions.com 770.499.5000
- BlueStar – http://www.bluestarinc.com 800-354-9776
Q: Is PAX Technology able to build a File?
A: Complete the File Build Request Form PAX will provide you electronically along with the VAR Sheet, which can be obtained from the Processor, to support@pax.us. The File Build Request Form is also available for download here.
- File Build: $45 fee per terminal
- File Change/Amendment: $30 fee per terminal
Q: For Transaction/Batch Inquiry
A: Please contact your Processor
Q: For APN Inquiry
A: Please contact your SIM Card Provider
PAXSTORE
Q: How do I sign up for PAXSTORE Account?
A: Send an email to support@pax.us