How To Troubleshoot Device Connectivity Issues

Please follow the steps below to troubleshoot your device connectivity issue if you are experiencing any problems.

• 4G/SIM connectivity issues: if you cannot see 3G/4G on your terminal, please ensure that the device is in an area with mobile network coverage. Then close the app completely, switch off the device, wait a few seconds, and restart it. Once the terminal has restarted, reopen the app and check again that 3G/4G is showing before trying to take payments.
• Terminal not taking payments or not connecting to the network: ensure you are in an area with good network coverage and that 3G/4G is showing on the device. If 3G/4G is not visible or the terminal is not connected to WIFI, restart the device fully before attempting to take payments again.
• Terminal shows “offline” or no connection: this usually means either the area has no network coverage so the device is offline, or the terminal is not connected to any available Wi-Fi network. If you have your own Wi‑Fi, you can connect the terminal to it (Follow the steps here to connect to Wi-fi), or you can choose to continue trading in offline mode as well for that you can contact us (link provided below).
• Switching between “offline” and “online”: this can happen when there is a weak network connection in your area and the terminal keeps disconnecting and reconnecting. In this situation, you can choose to trade fully in offline mode. To enable this, please contact us immediately, or connect the terminal to your own Wi‑Fi by following the steps here.