I cannot pay by tapping my card, what should I do?
Please make sure to hold your card to the Payter payment terminal and not to the charger. If the card is still not recognized the NFC may be defective or the Payter might be offline. Restarting both the charger and Payter typically resolves the issue. If the card still isn’t recognized, try a different card as the NFC function on the card may be faulty.
The terminal does not accept my bank notes.
This is a contactless system so only using a debit/credit card will work. This also allows cards stored on your phone.
My cable is stuck, how do I remove it from the charger?
If you are able, stop the session from the vehicle, this will automatically stop the session and release your cable.
Ensure that car unlock is enabled in the back office or via Payter. Otherwise you must end the transaction with the payment card to release the cable.
For all other scenario's a support ticket needs to be raised with Alfen
Do I need a Direct Payment license?
No, however, for firmware 7.0.0 onwards, it allows you to have an enhanced user experience. e.g. display to include AFIR compliant QR codes and a remote start.
How can I check the signal strength of the Payter terminal?
Tap the top of the payment terminal screen 5 times in 15 seconds.
My charger is offline, and I cannot make a payment and charge.
Please report to the charge point operator and they can raise a support ticket for a site visit.
If the installer is on-site, they can reboot both the charger and Payter, which usually resolves these issues.
How can I order a replacement terminal?
Please check your Alfen webshop portal or speak to a Sales Manager.
Where can I find the installation manual for the payment terminal?
You can find all installation information (manual and videos) here.
How can I check the Payer terminal settings
Tap the screen 5 times in the area shown below and a data page will appear to show you signal strength, software model etc.
Please note, this is dependent on the firmware version and may vary.
Where can I find more information about the Payter terminal?
You can find more information at payter.com
Is this product available for the Twin or PG-line?
Currently this is not available for Twin or PG line.
Does the terminal work with fixed cable chargers?
Currently it is not possible to fit a payment terminal to a fixed cable charger.
Does the terminal work on S-line?
It is not compatible for the S-line since there is no display to show the tariff information.
Do you have a kiosk model available?
Alfen do not have a Kiosk model currently available.
Which CPMS are currently supported?
Ampeco
Chargepoint
Current.eco
Driivz
Fastned
Fuuse
Greenflux
Last Mile Solutions
Monta
Optimile
Plugsurfing
Vandotec
Reev
E-flux/Road
Who will help with troubleshooting on the hardware?
Hardware issue support will be given by Alfen Technical Support - specifically installation issues and replacement parts.
Who will help with troubleshooting on the software?
Software issues need to be reported to CPO/ Payter and they can support.
Do you support Eichrecht systems?
Yes the terminal can be attached to Single Models and on the wall. For the Double, we would advise wall mounted to ensure the MID certified meter can be seen. For wall mounted, allow for 20 cm of distance between charger and payment terminal, so MID certified meter (7) is visible.
How do I check the battery life of my payment terminal?
You can find all information about the payment terminal battery at this webpage:
https://docs.payter.com/docs/Downloads/apollo/batteries-shelf