I get an error message on my Pay Terminal One

Written by Jens B.

Last published at: July 25th, 2024

Table of Contents

The most common error messages The Pay Terminal One is not connected via Bluetooth anymore

Do you get an error message on your Pay Terminal One or Apple device? You can find the most common messages below and learn what you can do about each.

The most common error messages

If you see one of these error messages on your Pay Terminal One, please email us immediately at help@orderbird.com or call us at +49 30 208 983 098. 
To get more information about an error message, click on the button.

System tampered

 

No whitelisting of the device

 

Declined Invalid Configuration

 
 

The protection against manipulation of your Pay Terminal One has been triggered. This means that the card reader can no longer be used, and we can't unlock it. Many things can trigger this error message, including:

  • hard impacts or shocks
  • significant temperature changes
  • unscrewing the device
  • the use of a tampered card
  • improper charging by using a damaged charging cable
  • installing additional non-authorized software

We can still replace the Pay Terminal One free of charge within one year of the date of purchase as part of the warranty. However, if we find any misuse upon checking the terminal, we will, unfortunately, have to charge you for the replacement of the device. The best way to contact us is by email at help@orderbird.com.

 

Please call us at +49 30 208 983 098 or email us at help@orderbird.com, so we can fix the problem.

Have you just received the email about the successful activation of your card payment or got a brand-new card reader?

In these cases, Nexi Germany may still be processing the final activation of your terminal. Just email us at help@orderbird.com or call us at +49 30 208 983 098 to find out the current status.

 

The Pay Terminal One is not connected via Bluetooth anymore

There is a Bluetooth connectivity issue between your Apple device and your Pay Terminal One.

First, make sure that the card reader and the Apple device are not further than one meter away from each other and that there are no obstacles between them, such as glass doors, water, iron doors, etc. These could interfere with the connection.

  1. Open the settings of your Apple device.
  2. Tap on “Bluetooth.” 
  3. The status of your card reader “orderbirdxxxx” is … 
    1. “Connected” and the blue LED on the reader blinks slowly.
      1. Close all the Apps (step 1 to 3) 
      2. Empty the memory of your iPads/iPods 
      3. Relaunch the orderbird app.
      4. After that, try to start a transaction.
        If this does not help, forget the Pay Terminal One as described in the next step.
    2. “Not connected”: Your Apple device has to forget the Pay Terminal One. Follow these steps:
      1. In the Bluetooth settings of your Apple device, tap the i symbol to the right of the terminal's name. 
      2. Press and hold the green check mark button on the Pay Terminal One until the blue LED starts blinking fast.
      3. Now you can pair the devices again via Bluetooth. You can find out how to do this in step 3.1.
    3. There is no device named “orderbirdxxxx” in the list. You have to pair your Pay Terminal One with your Apple device. Here's how:
      1. Tap on the terminal's entry.
      2. Confirm the numerical code displayed on the Pay Terminal One and iPad.
      3. The Pay Terminal One is shown as connected, and the blue LED blinks slowly.
      4. Quit all apps on your Apple device.
      5. Reopen the orderbird app.
      6. Start a test payment.

If none of the above helps, please email us at help@orderbird.com or call us at +49 30 208 983 098, so we can help you as soon as possible.



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