This page provides troubleshooting steps to resolve common issues.

Connection

The internet connection appears to be unstable or disconnected.

Manage the internet connection

When the internet connection isn't working correctly:

• Check if your Wi-Fi router is connected correctly and the network is stable.
• If the terminal is not connected to the Wi-Fi, see - How to connect to Wi-Fi.
• If the Wi-Fi is connected, check the color of the internet icon on your terminal.

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Activation

The terminal is not correctly onboarded or linked with the correct group.

Onboard the terminal

If you haven't activated your terminal, follow these steps:

How to activate terminal

• Traditional (CTAP) terminal
• SmartPOS activation

If your SmartPOS terminal isn't onboarded correctly, email [email protected]

Note:

To help us resolve the issues faster, provide us with the following:

• Account ID
• Terminal serial number
• Description of the issue
• If available, pictures or video

No Devices visible in Merchant dashboard

If you cannot see the Devices section in your Merchant Dashboard yet

• check if your user has the correct permissions, or contact your administrator.
• contact us via [email protected].

MultiSafepay app not visible

Apps need to be whitelisted in the Sunmi account linked to the device.

Incorrect API key

If you have used an incorrect API key for cloud payments, check for the correct API key in your dashboard.

How to retrieve API key

1. Sign in to your MultiSafepay dashboard.
2. Go to Devices > Terminals, and then click Manage groups.
3. In the Manage groups dialog, hover over the key icon.

IPEK not configured

Before you begin activation, ensure that the Initial PIN Encrypted Key(IPEK) is registered on your terminal.

To check if IPEK is correctly registered, turn on your terminal and view the Configured field.

If your IPEK is not configured, you can

• attempt manual configuration via Settings > Advanced > Security Center > Key Injection > RKI > Key Inject
• contact us via [email protected]

Google Chrome not functioning properly

If the Google Chrome app is malfunctioning, email [email protected] and describe your issue. If the issue is related to the current version of your Google Chrome app, follow these steps:

1. Uninstall the Google Chrome app and reboot your device.
2. We contact Sunmi and request the latest compatible Chrome version for your terminal.
3. Once Sunmi makes the Google Chrome app available for your terminal, we contact you.
4. Wait for the automatic installation of the new Google Chrome app.

Logs

Retrieving logs can be a helpful step to investigate an issue. You can generate them via your Sunmi portal:

• Go to Device > Log task management
• Clear start time
• Press New task
• Ensure to select syslog and add serial numbers
• Define the timeframe during which the logs should be uploaded to the portal and replicate the issue during this time. Start time _must be later than _current time.
• Click release

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Sunmi system keyboard

Manual Input

When using Manual Input for the first time on the SUNMI P2 SE model, the default system keyboard will be displayed instead of a numeric keypad.

To fix this, at the Manual Input screen, click the keyboard icon in the bottom corner and choose the language you selected during the initial device setup. This will display the numeric keypad.

Enabling the on-screen keyboard for the P2 Smartpad

After the initial setup or reset of your P2 Smartpad, you will need to manually enable the on-screen keyboard through the MultiSafepay app:

1. Click the input field where you want to enter text(e.g., the order ID field). A new keyboard icon will be displayed in the navigation bar.
2. Click the keyboard icon.
3. Choose a language and click the Show virtual keyboard toggle.
4. The alphanumeric keyboard will be displayed on the screen. Enter your text.
5. Click Done. The input field will be populated with your text.

⚠️Note: The keyboard icon appears only for input fields that accept letters and numbers.

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Payment errors

The terminal isn't working correctly, payment information isn't displayed or payment is declined.

Order placed - not shown on terminal

Checks you can do:

• Is the terminal connected to wifi?
• Did you use the correct API key for your terminal group?

Declined payment

If your payment is declined, check if you encountered any error messages.

Additional check: ensure that you did not deactivate any card payment methods in your Merchant Dashboard.

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Tip:

To help us resolve POS issues faster, provide us with the following:

• Account ID
• Terminal serial number
• Description of the issue
• If available, pictures or video

Soft declines for SmartPOS payments

When using webhook notifications or event notifications , you might encounter soft declines. A soft decline occurs when an initial payment attempt is declined, requiring the customer to take further action, such as entering their PIN, often for larger amounts.

With a soft decline, you first receive a notification with an order status of declined. Once the customer completes the required verification (e.g., enters their PIN), you'll receive another notification. If successful, the order status will be completed. If the payment fails, the order status will be cancelled.

⚠️Note: A soft decline is not a final payment status. Proceed with the payment process until the status is canceled or completed.

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Errors in the display of the app / screen

• Restart your terminal.
• contact us via [email protected]

Group logo not being displayed

If you have set a logo for your terminal group, but it's not being displayed on your terminal, try clearing the cache:

1. Go to Android's Settings.
2. Go to Apps & Notifications and click the MultiSafepay app.
3. Go to Storage & cache and click Clear cache.

If your group logo is still not visible, email [email protected] for further assistance.

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Set device to developer mode

⚠️Note: Once a device is converted to developer mode, it cannot be reverted. This means it will no longer be PCI compliant.

1. Request TUSN code from Sumni.
2. Navigate to Settings > System > About
3. Scroll down to the TUSN button
4. Press the TUSN button 8 times (alternative: SV button)
5. Enter the code received from Sunmi.
   The 4-digit code is valid for 24 hours.

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Tampering alarm

If your device has been blocked due to the error on screen "Attacked! Please contact your service provider", you can reach out to Sunmi for support.

1. On the Sunmi page , go to Contact Technical Support > Create new request.
2. Select P Serial Tamper and follow the steps in the Sunmi environment.
   💡 Tip! prepare a picture of your device to attach to the form.
3. Depending on the error code, you will receive a code to unblock your device.

Once the terminal is rebooted, the device is ready for use again.
If the alarm reoccurs within a short time frame, a sensor might be damaged. You can contact us for assistance via [email protected].

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Send back a terminal

In specific cases it might be necessary to return a device to us for technical investigation, or hardware substitution.

⚠️Note: Only return a terminal if requested by us.

Needed details

To ensure a quick and efficient return procedure, indicate the following:

• MultiSafepay account ID
• Serial number
• Address for new terminal
• Reason for return
• Support ticket reference (ex. 172349)

Send this information to [email protected].

Reasons to return a terminal (temporarily)

• Display broken
• Keyboard broken
• Printer broken
• Scanner broken
• Battery not working/no power
• Payment issues (only send back on our request)
• Chip reader broken
• Hardware damage
• Network not working
• Account closure
• Wrong terminal ordered

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