How to resolve the “Payment timed out” Error on a Mews Terminal

When a guest makes a payment using a Mews Terminal, the device may display a “Processing” screen followed by a failure message. You then see the error: Payment timed out. Try again later.

This article helps you verify if the payment went through and guides you through resolving the error so you can retry the transaction successfully.

 

Step 1: Verify if Mews Operations processes the payment

Sometimes, even though the terminal displays a timeout, Mews Operations still completes the payment.

To check:

1. Open the guest’s profile in Mews Operations.
2. Select the Payments tab.
• If the payment is successful, it appears at the top of the list.
• If it’s missing, Mews does not process the payment.

 

 

 If the payment appears, you don’t need to take further action.

 

Step 2: Charge the terminal and allow updates

When the terminal battery drops below 30%, it may not complete system updates. This prevents the terminal from processing payments.

 

To fix this:

• Connect the terminal to a power source or an Ethernet dock using the USB-C port.
• Let it charge until the battery reaches at least 30%.
• Wait an additional 30 minutes to allow the device to install updates automatically.

Note: Mews Terminals update only when they’re idle and sufficiently charged.

 

Step 3: Fix network connectivity

Network problems often cause timeout errors. To ensure reliable connections:

• Connect both the terminal and your POS device to the internet.
• Eliminate sources of signal interference (e.g., microwave ovens disrupting Wi-Fi).
• Confirm your network supports IPv4.
• Use either Wi-Fi or Ethernet—not both at once.
• If your terminal supports cellular data (e.g., Adyen A2), ensure it has signal. Move the terminal if needed.
• Secure your Wi-Fi with WPA/WPA2/WPA3 encryption and a password.
• Ensure Ethernet supports 10/100 devices.
• Set DHCP to keep the terminal’s IP address for a full workday.
• Configure idle session timeouts to last at least a workday.

 

Step 4: Install pending updates manually

If the terminal misses an automatic update due to low signal or being powered off, install it manually:

1. Turn the terminal off.
2. Turn it back on.
3. Let any updates install completely before using it again.

Note If you unplug the terminal at night, it may begin updating during business hours.

 

If you cannot fix the error

If the error persists after completing all steps, submit a support ticket through Mews Operations using the Mews Digital Assistant.

 

This resolves the payment timed out error message when using a Mews Terminal.

 

You can learn more about connecting your Mews Terminal to the network, here.