MultiSafepay POS solutions

Resolve common issues when using SmartPOS or Tap to Pay.

Common scenarios

Initial setup & Activation

Problems that occur during the initial setup and activation of your device.

The "Point of Sale" section is not visible in your Merchant Dashboard

If you cannot access Point of Sale > Terminals from your dashboard, your user account may not have the required permissions.

You can:

• Check if your user has the correct permissions, or contact your administrator.
• Email [email protected] to contact us.

"IPEK not configured" message appears

The Initial PIN Encrypted Key (IPEK) is not been registered on your device.

If your IPEK is not configured, try to configure it manually first:

1. Go to your device's Android Settings > System.
2. Go to Advanced > Security Center.
3. Click Key Inject. Go to RKI and click Key Inject.
4. Once the process finalizes, click Confirm.

If manual configuration fails:

• Email [email protected] for assistance.

Activation fails with "Server error (10008)"

If you try to activate a device before it has been fully synchronized, an error might occur.

To fix this:

1. Turn off the device. Wait 10 seconds and turn it back on.
2. Connect to a stable internet connection (Wi-Fi or cable).
3. Follow the activation process.

Make sure that:

• Your internet connection is not restricting correct synchronization (e.g., firewall, proxy).

• For SmartPOS, the device is fully synced with Sunmi before attempting activation.

Connection & Network

Issues related to your device's internet connection.

The internet connection is unstable or disconnected

Follow these steps:

1. Check your router: Ensure your Wi-Fi router is on, connected to the internet, and the network is stable.
2. Check the connection icon: If you are connected, check the color of the internet icon on your device's status bar.

For SmartPOS:

• Verify the device is connected to Wi-Fi or Ethernet.
• For P2 Smartpad, verify the network cable is connected correctly.

For Tap to Pay:

• Verify Wi-Fi or mobile data is enabled.

• Test the connection by opening a website.

• Switch between Wi-Fi and mobile data if available.

Payment Processing Errors

Problems that occur when processing payments.

An order is placed, but it doesn't appear on the device

Make sure that:

• The device is activated.
• The device is connected to the internet. See Connection and Network.
• You used the correct API key for your terminal group. See how to retrieve your API key.

A payment is declined

If a payment is declined, check the error message on the screen and find the solution below.

Additional Check: Ensure that you have not accidentally deactivated any card payment methods in your MultiSafepay dashboard.

Understanding "Soft Declines"

You may receive a "declined" status during a transaction. This is a soft decline. It occurs when a customer needs to take an extra step (like entering a PIN for a large amount).

You will first receive a declined notification, but once the customer completes the action, you will receive a final status of completed or cancelled.

Display and app behavior

Problems with how information is displayed on the screen or how apps are behaving.

The group logo is not being displayed in Cloud mode

Try to:

1. Go to Android Settings > Apps & Notifications.
2. Select the MultiSafepay app.
3. Go to Storage & cache and click Clear cache.
4. Restart the app. If the logo is still not visible, email [email protected]

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SmartPOS

Software

The on-screen keyboard is not working or shows the wrong layout

For SUNMI P2 SE - Manual Input:

The first time you use Manual Input, the wrong keyboard may appear:

1. At the Manual Input screen, tap the small keyboard icon in the bottom corner.
2. Choose the language you selected during device setup to switch to the numeric keypad.

For P2 Smartpad - On-screen keyboard is missing:

After a setup or reset, you may need to re-enable the keyboard:

1. Tap any input field (e.g., the Order ID). A new keyboard icon will appear in the navigation bar.
2. Tap the keyboard icon in the navigation bar.
3. Enable the Show virtual keyboard toggle.

Google Chrome is not functioning properly

The version of Chrome may be incompatible after an update.

Follow these steps:

1. Email [email protected] and describe the issue.
2. In the meantime, you can Uninstall the Google Chrome app and reboot your device.
3. We will contact Sunmi to request the latest compatible version for your device.
4. We will notify you when the correct version is available for automatic installation.

The MultiSafepay payment app is not visible on the device

The app has not been whitelisted for your device in the linked Sunmi account.

Please contact us at [email protected] to have the app whitelisted for your device.

Hardware

Issues related to the physical device.

POS Steward: Hardware diagnosis

If you are experiencing issues related to hardware malfunctioning, you can open the POS Steward application to initiate a hardware diagnosis.

Once you've opened the POS steward app, you can:

• Do a complete device test
• Check your device's specifications
• Under Special Function, choose one of the options to run a diagnosis for that specific component

System Alarms

A Tampering alarm is displayed

If your device is blocked and shows an error like "Attacked! Please contact your service provider" or "Alerts triggered! Please contact your service provider" this might be due to device being damaged (e.g. the device falls on the ground). Follow these steps, in case the errors are shown:

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

The device will reboot and be ready for use.

If the alarm reappears shortly after, a sensor may be damaged. Email [email protected]

Advanced Troubleshooting

These steps should only be performed if you are an advanced user or have been instructed to do so by our support team.

How to Set a Device to Developer Mode

1. Request a TUSN code by sending an email to [email protected]. This 4-digit code is valid for 24 hours.
2. On the device, navigate to Settings > System > About.
3. Scroll down and tap the TUSN button 8 times.
4. Enter the 4-digit code provided by Sunmi.

How to Retrieve System Logs

Providing logs helps us diagnose issues faster.

1. Go to your Sunmi portal: Device > Log task management.

2. Click New task.

3. Select syslog and add the serial number(s) of the affected device(s).

4. Define a timeframe for the log capture. The start time must be later than the current time.

5. During this timeframe, replicate the issue on the device.

6. Click Release.

Returning your device

Reasons for return may include:

• Broken display, keyboard, printer, or scanner
• Battery or power failure
• Persistent hardware or network failures
• Account closure or wrong device ordered

Required details

To help us resolve your issue as quickly as possible, please have the following information ready:

• Your MultiSafepay account ID.
• The device's serial number.
• A clear description of the issue and the steps you have already taken.
• A reason for return.
• Pictures or a video of the issue, if possible.
• Support ticket reference (e.g. 172349).

Email these details to [email protected]

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Tap to Pay

Software

The group logo is not displayed

Try the following:

1. Open your device's Android Settings.
2. Go to Apps > MultiSafepay Payment App.
3. Select Storage and click Clear cache.
4. Restart the app.

If the logo is still not visible, contact [email protected].

The application becomes unresponsive

Try the following:

1. Force close the MultiSafepay Payment App.
2. Reopen the application.
3. Restart the device.
4. Ensure you are running the latest version of the MultiSafepay Payment App.

If the issue persists, contact [email protected].

Cloud Mode cannot be exited

If Cloud Mode remains active after a payment:

1. Tap and hold the screen for several seconds.
2. Enter the configured PIN code.
3. Restart the application if Cloud Mode remains active.

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Traditional (CTAP) terminal

Activation

The "Devices" section is not visible in your Merchant Dashboard

Your user account may not have the required permissions.

Try to:

• Check if your user has the correct permissions, or contact your administrator.

• Email [email protected] to contact us.

Connection and Network

The internet connection is unstable or disconnected

Follow these steps:

1. Check your router: Ensure your Wi-Fi router is on, connected to the internet, and the network is stable.

2. Reconnect to Wi-Fi: If the terminal is disconnected, follow the steps to connect to your Wi-Fi network.

Payment errors

If you are experiencing any issues related to payment processing, check if:

• The terminal connected to the internet. See Connection and Network.
• Your terminal is activated in your Merchant Dashboard.

Duplicate order_id in test transactions

Some C-TAP test applications, such as those on CCV terminals, reuse a default order_id when creating transactions. Because MultiSafepay does not allow duplicate order_id values, subsequent transactions may fail.

To avoid this issue, use the LIVE payment application when testing payments. If you must use a terminal's test application, ensure that every transaction uses a unique order_id.

Contact your provider

If your issue is related to hardware malfunctioning or if you can't find a solution in our troubleshooting page, contact your provider for further assistance.

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Support

Contact us if you haven't been able to solve your issue.

How to contact support and what details to provide

Email the following details to [email protected]:

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