Payments
How do I resolve a FreedomPay issue alert?
Step-by-step troubleshooting for a FreedomPay issue alert on a kiosk — check Ingenico power and screen, verify the cabling (including y-cable power), then power cycle the kiosk.
📋 Overview
Use these steps to resolve a FreedomPay issue alert on a kiosk. Work through them in order — check the reader's power and screen, verify the cabling, then power cycle the kiosk if the alert persists.
Step 1. Check Ingenico power
- Confirm the Ingenico is powered on and the screen shows a “Secured by FreedomPay” message.
- If the screen shows “This Lane Closed”, hold the yellow button and the pound (#) button together for a couple of seconds — the Ingenico should reboot.
- If that doesn't resolve it, continue to the next step.
Step 2. Check Ingenico cabling
- Start at the top of the Ingenico and trace the cable all the way to the end.
- On some models (Lane 3000, Lane 3600, and Lane 7000) the cable splits into two partway down — this is a y-cable, which splits into a thicker USB cable and a thinner cable connected to a power brick plugged into a separate outlet.
- Check that the USB is securely plugged in on the back of the kiosk.
- If the Ingenico uses a y-cable, confirm the power adapter is plugged into a working outlet.
Step 3. Power cycle the kiosk
If the alert is still present, power cycle the kiosk following the How do I power cycle the kiosk?.
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