Terminals / POS

Setup & installation

• My terminal won’t turn on
• I can’t connect to Wi-Fi
• The pay app is asking for permissions - should I allow them?
• What’s a supervisor PIN and where do I find it?
• My new terminal arrived but can’t process payments

Taking payments

• A payment was declined - what do I do?
• How do I send a receipt to a customer?
• When will I receive my money?
• What if my internet drops during a transaction?

Refunds & voids

• What’s the difference between a void and a refund?
• Can I do a partial refund?
• I don’t have the RRN - can I still refund?

Troubleshooting

• My terminal shows a network error or won’t connect to the payment server
• Cards aren’t being read or my terminal only accepts swipe
• My terminal keeps restarting or rebooting in a loop

Shopify POS

• My Shopify POS isn’t detecting the terminal
• Payment went through but the order isn’t showing as paid in Shopify
• Can I refund from Shopify instead of the terminal?
• How does reconciliation work with Shopify POS?
• What if Shopify POS is down?