Troubleshooting
Below, you can find a list of problems that may occur during your integration and operation with Mercado Pago Point, and how to solve them.
If you changed your terminal's operating mode via API to PDV or SELF_SERVICE and the change is not reflected, restart the terminal.
Remember that each update made to the operation mode of the terminals requires restarting them to complete the process.
If your integration stopped working momentarily, this may be due to some unexpected interruption in our payment APIs.
While we work to restore the service, and only temporarily, you can continue with payment processing with Mercado Pago Point by changing the operation mode of your terminal to STANDALONE, which is the mode not integrated with our APIs.
If the terminal is in PDV mode, you can make the change via API, from the terminal, or from the Mercado Pago Panel. If it is in SELF_SERVICE mode, make the change via API or from the Panel, since this mode blocks access to manual operations on the terminal.
Send a request to the endpoint Change operation modePATCH using the Access Token that corresponds according to your integration type (personalMercado Pago Point integrations to your system for your own use and configured using your application's production credentials. For more information, access the link below.Access credentials or for a third-partyMercado Pago Point integrations to your system on behalf of a seller and configured using credentials obtained through the OAuth security protocol. For more information, access the link below.Access credentials) and making sure to send the value STANDALONE in the terminals.operating_mode field.
Confirm in the response that the change in operation mode was successful and restart your terminal to complete the process.
PDV or SELF_SERVICE. This keeps automatic reconciliation between your system and Mercado Pago active and allows you to receive notifications again.If you created an order from your system and it is not automatically obtained by the terminal, it may be due to connection problems in your network.
To solve this and be able to continue with the payment, you should press the Update button on your terminal, which will force the order to be obtained.
This solution can also be useful for canceling the order. While it has status=created, you can cancel it via APIPOST. If the order already has status=at_terminal, you can request its cancellation through the same endpoint by sending the conditional x-allow-cancelable-status: at_terminal header, or update the terminal and perform the cancellation through the reader. For API requests in at_terminal, wait for the cancellation webhook notification to confirm completion.
If you are momentarily unable to perform a refund via API and verified that you are meeting all the requirements to perform this operation, it may be due to an unexpected interruption in our payment APIs.
While we work to restore the service, you can perform refunds manually from the Mercado Pago Panel. If you use PDV mode, you can also perform them from the terminal.
This option is available only in PDV mode. In SELF_SERVICE mode, use the Mercado Pago Panel because the terminal blocks access to the More options menu.
Press the More options button at the bottom of your terminal and choose the Activity with this Point option. There you can see the operations performed.
You should select the operation you want to refund to access its Details. In this screen, scroll to the Related actions option, and select the Return money option.
Finally, review the information to make sure you are refunding the desired transaction and confirm the action by pressing the Return button.
The "Operation details" screen should now show you the refunded transaction with the status "Payment returned" and, going back to "More options", you can see this new activity with that terminal.
order.refunded.If you integrated the printing functionality and you are not able to get prints from your terminal, you must first make sure you have this option enabled. For this, contact our Support team and request its update.
If your terminal already has the necessary update to perform printing, this functionality may be failing due to technical problems, such as insufficient paper roll or the coil has overheated. You should check the terminal warnings to be able to understand and solve the problem in each case.
Verify that you have correctly configured notifications via Webhooks for the Order (Mercado Pago) topic. If you have configured any other topic, such as Payments or Point Integrations, you may be receiving alerts inconsistent with your integration.