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.

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Terminal Troubleshooting Use-Cases

• Terminal Hardware Concerns
• Terminal Transaction Errors
• POS Servicing
• Terminal Void / Refund Concerns
• Terminal Settlement Concerns
• ECR Integration Concerns
• Customer Card Errors

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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: [phone] or 1-800-18-886-571
• Maya Business Email: [email protected]
• Log on and file a ticket via your Maya Business Manager account

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