Troubleshooting for your Finion Pay Vending Terminal

In this article you will find solutions for common errors and issues when working with your vending terminal.

Contents

• Problems with the Terminal (Hardware)
• Error Messages on the Terminal (Software)
• Issues with the Configuration in your software
• Problems with the Internet Connection

Quick Guide

1. Terminal does not start: Check the power supply and all cable connections. If the device is defective, contact support for a replacement.
2. Error "Vending machine disabled": The issue lies with the vending machine itself. Contact the manufacturer of the software.
3. Error "Product variant not found": Compare the prices and slot numbers between the configuration in your software and the machine settings.
4. Configuration error: Always make sure the terminal is created in your software first before switching it on.

Problems with the Terminal (Hardware)

Problem: The screen is black or the terminal does not start.
If the screen remains black, please check the following:

1. Power supply: Make sure the terminal is properly connected to a power source and that all cables are securely attached.
2. Defect: If the issue persists, there may be a defect. In this case, contact support at finionpay@magicline.com for a free replacement.

Problem: The terminal is physically damaged or no longer responds.
If the terminal does not respond despite being properly powered or shows visible damage, proceed as follows:

1. Send an email to finionpay@magicline.de with a detailed problem description.
2. Include your shipping address and a local contact person in the email.
3. You will receive a replacement terminal. Please return the defective device within two weeks using the enclosed return label.

Error Messages on the Terminal (Software)

Problem: Error "vending machine is disabled / Verkaufsautomat deaktiviert"
This message means that the vending machine (e.g. snack or coffee machine) is signaling to the terminal that it cannot process sales. The issue is not with the payment terminal but with the vending machine itself.

• Solution: Contact the manufacturer of your vending machine directly to resolve the issue. To support troubleshooting, you can download the log files from the Device Manager in your software and provide them to the manufacturer.

Problem: Error "Product variant not found" or "Prices do not match"
This error occurs when the product and price information in your software does not match the settings in the vending machine.

• Solution:
  • Check prices: Make sure the prices configured in the vending machine for each slot exactly match the prices in your software. Important: For deposit products, the total price (product + deposit) must be set in the vending machine.
  • Check slot numbers: Some vending machine manufacturers use internal slot numbers that differ from the visible numbers (e.g. entering "1" is internally "10"). Check your vending machine’s manual and adjust the assignment in your software accordingly.

Issues with the Configuration in your Software

Problem: I receive an error when configuring the vending machine in your software.
This often happens due to an incorrect order of setup steps. If the terminal is powered on before being created in your software, it may be assigned to the wrong merchant account.

• Solution: Always follow the correct order: First create the terminal in the Device Manager in your software, and only then switch on the device and connect it to the internet. If the error has already occurred, contact support at finionpay@magicline.com so the configuration can be corrected.

Problems with the Internet Connection

Problem: The terminal has no internet connection.
A stable connection is essential for operation.

• Solution:
  • Check the 4G signal or the Wi-Fi connection on-site. If 4G reception is weak, the included antenna may help.
  • Restart the terminal to restore the connection.
  • Test an alternative connection type. If you are using Wi-Fi, temporarily disable it to force a connection via the 4G network.