This guide explains how to send a log from your Adyen terminal and how to notify Valpay Support so we can coordinate directly with Adyen.
🧭 Step 1: Send the Log from the Terminal
Follow the steps below based on your terminal model.
💡 Android-Based Terminals (P400 Plus, P630, V400m, etc.)
On the terminal, tap the Settings (⚙️) icon or hold the “9” key until the admin menu appears.
Enter your admin password (if prompted).
Select Diagnostics or Device info.
Tap Send Logs or Send to Adyen.
Wait for the confirmation message that the log was sent successfully.
🧰 Verifone Terminals (M400, VX820, etc.)
Press and hold “9” to open the admin menu.
Go to Network → Diagnostics → Send Log.
Confirm when prompted to send the log to Adyen.
Wait for the confirmation message.
💡 Tip: Send logs as soon as possible after the issue occurs. This ensures Adyen receives the most accurate diagnostic information.
📩 Step 2: Submit a Ticket to Valpay Support
After sending the log from your terminal, submit a ticket to Valpay Support so we can open a case with Adyen.
Include all of the following details in your request:
Required Information | Example |
Date & time log was sent | March 10, 2025, 2:30 PM EST |
Partner name | DockMaster |
Merchant account holder | Coastal Marina LLC |
Store name & Store ID | Coastal Marina – Store 004 |
Terminal make & model | Adyen P630 |
Terminal serial number | A123-456-789 |
Once Valpay receives your ticket, we’ll open a case with Adyen referencing your submitted terminal log.
⚠️ Important: Without the details above, Adyen may be unable to locate the correct log file.
🔍 Step 3: Adyen Review and Follow-Up
After Adyen receives the log, their Technical Support team will review the data and provide diagnostic results.
Valpay Support will follow up with updates, resolution steps, or next actions once Adyen’s feedback is received.
🧠 Additional Notes
⚙️ Timing: Submit logs within 24 hours of the issue for the most accurate analysis.
📶 Offline Terminals: If your terminal cannot connect to the internet, include this in your Valpay ticket — we’ll help you troubleshoot alternate upload options.
🛑 Do Not Reset: Avoid factory resetting your terminal before sending logs, as this will erase the diagnostic data Adyen needs to review.