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Payments Not Being Accepted

What This Means

This issue occurs when customers are unable to complete card or digital payments through the POS or Kiosk payment device.

Common symptoms include:

  • Payment attempts failing or declining immediately
  • Payment terminal not responding
  • POS/Kiosk showing connection or payment errors
  • Card reader not appearing during checkout
  • Transactions remaining stuck in processing state

This usually happens when:

  • The payment device is powered off
  • The device is not connected to the correct Wi-Fi network
  • The payment device is not mapped correctly to the POS/Kiosk
  • POS/Kiosk cache issues are preventing communication with the payment terminal

How to fix it:

 1. Check if the Payment Device is Powered On

  1. Verify that the payment device screen is turned on.
  2. If the device is powered off:
    • Press and hold the power button on the right side of the device for approximately 3 seconds
    • Wait for the device to fully boot up

2. Verify Wi-Fi Connection

  1. Open the payment device network settings.
  2. Ensure the device is connected to the Wi-Fi.

If the device is connected to another network, reconnect it to the correct Wi-Fi.

3. Share the Payment Device Serial Number

  1. Locate the serial number on the back side of the payment device.
  2. Share the serial number with the support team.

The support team will verify:

  • Device mapping
  • POS/Kiosk association
  • Device configuration status

4. Confirm Device Mapping

The support team will ensure the payment device is correctly mapped to the required:

  • POS
  • Kiosk

5. Clear POS/Kiosk Cache

Once mapping has been confirmed:

  1. Clear the cache on the POS or Kiosk device.
  2. Relaunch the application.
  3. Attempt the payment again.

Still stuck?   If the issue is still not resolved after following these steps, please contact our support team for further assistance.