Your PAD won't charge? Having trouble turning your PAD on? If you use an Ingenico payment device, follow the troubleshooting steps below.
Possible causes
- A damaged charging port on the Ingenico device or PAD
- A bad Y cable inside the case of the PAD
- Dirty charging ports on the Ingenico port or PAD port
- Incorrect power brick or cable: charging only works with an Apple 12w USB-A brick and a Type A to Type C cable
- Damaged cable
- Overcharging of the device
Troubleshooting steps
To learn how to troubleshoot charging and power issues on a PAD with an Ingenico payment device, follow the steps below:
Step 1: Restart both devices
Restarting the iPad and the Ingenico payment device often resolves temporary charging and communication issues.
- Press and hold the Power button until Slide to Power Off appears
- Swipe to power off the iPad
- Wait 10 seconds
- Press the Power button again to turn the iPad back on
If the issue is resolved, no further troubleshooting is required.
Step 2: Verify the power source
If the problem persists, verify that the charging equipment is working. Try:
- A charging cable known to work with another iPad
- A different USB power adapter (charging brick)
- A different electrical outlet
If changing the cable, brick, or outlet resolves the issue, test each component individually to identify which one is faulty. Once you've identified the failed component, contact Tabit Support so we can initiate a replacement order if necessary.
If the issue is still not resolved, continue to Step 3.
Step 3: Disassemble the PAD case
Remove the case
- Remove the Tabit hand strap, if installed
- Remove the silicone protective cover
- Separate the front and back portions of the case by releasing the four plastic latches, two on each side. Some force may be required
- Remove the iPad from the case
- Disconnect the internal Y cable from the iPad
If you're troubleshooting an Ingenico charging issue, continue by removing the Ingenico device:
- Turn the case over
- Remove the four Phillips screws securing the Ingenico holder
- Remove the Ingenico payment device from the case
For reference, see these videos:
Step 4: Reseat the internal cables
Before testing anything else:
- Disconnect and reconnect every internal cable, including the Y cable
- Reassemble enough of the device to test charging
If charging now works, the issue was likely a loose connection. Reassemble the case and continue normal operation. If charging still doesn't work, continue to Step 5.
Step 5: Test the iPad directly
With the iPad removed from the case:
- Connect the iPad directly to a known working USB-C charging cable
- Confirm the cable, charging brick, and outlet have already been verified
If the iPad charges directly: the internal Y cable is likely damaged and should be replaced. Let us know so we can initiate a replacement order.
If the iPad does not charge directly:
- Try one additional known-good charging cable
- Restart the iPad again
- Test charging once more
If the iPad still doesn't charge directly, it likely has a damaged charging port or another internal hardware failure. This requires additional assistance from Tabit Support.
Step 6: Test the Ingenico device directly
With the Ingenico removed from the case, connect it directly to a known working USB-C cable.
If the Ingenico charges directly: the internal Y cable is damaged and should be replaced. Contact Tabit Support so we can initiate a replacement order.
If the Ingenico does not charge directly: the Ingenico payment device has likely experienced an internal hardware failure and will need to be replaced. Contact Tabit Support to begin the replacement process.
Preventative actions
- Keep the PAD clean and away from areas with food or liquids
- Avoid bending the charging cables in a way that could damage them
- Take the case off the PAD for cleaning every now and then
- Inspect the ports and cables within the PAD to ensure they're in good condition
- Store the PAD devices in a safe place when not in use
- Use only the approved cables and power bricks provided for charging