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POS troubleshooting

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Note:

We currently offer this product in the following countries:

  • Netherlands
  • Belgium

If you are interested in our Point of Sale solutions, email [email protected]

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

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 registered, turn on your terminal and click Configured.

If your IPEK is not configured, email [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.

Declined payment

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

Error statusSolution
Configuration error. Try againSend a request to [email protected]
Card not supportedSend a request to [email protected]
Use a different interfaceInitiate the transaction again.
Ask the customer to insert the card instead of doing a contactless payment.

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

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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Updated 16 days ago