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.

Connection color	Description
	The network connection good.
	The terminal isn't working correctly. For the P2 Smartpad terminal, connect to the connection cable and try again. Improve the network connectivity.

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

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

Sign in to your MultiSafepay dashboard.
Go to Devices > Terminals, and then click Manage groups.
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]

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

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.

Error status	Solution
Configuration error. Try again	Send a request to [email protected]
Card not supported	Send a request to [email protected]
Use a different interface	Initiate the transaction again. Ask the customer to insert the card instead of doing a contactless payment.
1000 card declined	Contact [email protected] to confirm payment method configuration.
Use Magstripe	Contact [email protected]

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

Note:

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

Errors in the display of the app / screen

Restart your terminal.
contact us via [email protected]

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.

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

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.

On the Sunmi page , go to Contact Technical Support > Create new request.
Select P Serial Tamper and follow the steps in the Sunmi environment.
💡 Tip! prepare a picture of your device to attach to the form.
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].

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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