Troubleshooting card terminal

Content

1. Restart the terminal. See the guide below for each terminal type.
2. Make sure that iPad is connected to the correct network. See the guide below for each terminal.
3. Inspect the IP address on the terminal and compare to the IP address specified under Settings > Hardware Devices in Sitoo POS. See the guide below for each terminal type.
4. Update parameters on the card terminal. See the guide below for each terminal type.
   If none of it works please feel free to call us and we will help you! 

Restart

Verifone VX820

Method 1: Remove the power cord from the terminal (either by pulling it from the socket or removing it from the terminal itself)
Method 2: Restart the terminal by first logging out from Sitoo POS. Then on your terminal, press Menu - Express menu - Restart.

Bambora (Ingenico IPP350)

Method 1: Restart by holding down the yellow button and period-button (the one below 9) simultaneously.
Method 2: Unplug and reconnect the power cord that is connected to the adapter.

Nets (Ingenico IPP350)

Method 1: Restart by holding down the yellow button and period-button (the one below 9) simultaneously.
Method 2: Unplug and reconnect the power cord that is connected to the adapter.

Yomani

Method 1: Press Menu > Password 123456 > Functions (1) > Restart (6).
Method 2: Unplug and reconnect the power cord that is connected to the adapter.

Adyen

Method for wired model: Remove the power cord from the terminal if you have a wired model.
Method for wireless: If you have a wireless terminal, press and hold (9) + GREEN button at the same time> Enter the PIN you received from Adyen > Restart / Power Off (6).

Check network connection

Network connection: iPad

Make sure that the iPad is connected to the correct network. Go to Settings on the iPad (Note: Not Settings on Sitoo POS), tap Wi-Fi and make sure that the connected network is the correct one, designated for the POS. If the cash register is or has been connected to another network, it should be forgotten, by pressing 'i' to the right and then 'Forget this network'.

Network connection: Terminal

Make sure that the terminal has an IP address. If the IP address is 0.0.0.0 then the terminal has no internet connection. If you use a wired terminal from Verifone, Babs, Bambora or Adyen, you must ensure that all cables are correctly connected to the network source and that it has an internet connection.

If you have a wireless terminal from Adyen, please follow one of the sections below:

Wireless Adyen: P400 plus, e355, v400m

1. On your terminal, press GREEN botton + (9) at the same time.
2. You will now access the admin menu.
3. Press (1) Network > (3) Wifi > The connected network will be shown in the list.
4. If you need to change to another network, press (3) Scan networks.
5. Tap the name of the network and enter the password.
6. The terminal sets the network as default automatically, and connects to it.

Ingenico IPP350 (Bambora/Nets)

On top of the terminal display is a symbol that looks like three interconnected computers. If the terminal has a network connection, this symbol should be green. If the symbol does not green, plase check the network cables.

1. Follow the network cable that goes from the terminal to a black dongle.
2. Unplug the network cable from the dongle and reconnect it.
3. Follow the network cable from the dongle to the router. Pull out and reinsert, or replace port.
4. Now make sure the symbol is green. If not, try restarting the terminal.

Retrieving IP adress

VX820

1. Log out of Sitoo POS. 
2. On your terminal, press Menu and then Express menu. The IP adress will be displayed at the bottom of the screen.
3. Log in to Sitoo POS and open menu > Settings.
4. Tap on your terminal under Hardware Devices. 
5. Compare the IP adress here with the one displayed on your terminal. They should be identical.
6. If they are not, press the magnifying glass. The POS will scan for network connected terminals. 
7. In the list you will find an option with the same IP address as shown on your terminal.

Bambora (Ingenico IPP350)

1. On your terminal, press Menu and then input password 2020.
2. Press Help (4) and then scroll down to line 11 where you'll find the IP adress for the terminal.
3. Log in to Sitoo POS and open menu > Settings.
4. Tap on your terminal under Hardware Devices. 
5. Compare the IP adress here with the one displayed on your terminal. They should be identical.
6. If they are not, press the magnifying glass. The POS will scan for network connected terminals. 
7. In the list you will find an option with the same IP address as shown on your terminal.

Nets (Ingenico IPP350)

1. Log in to Sitoo POS > Menu > Settings > Hardware Devices > Card terminal Nets. 
2. On the card terminal, swipe the merchant card > Press (6) > Press (1) > Press (3).
3. Press down (F2) until you reach ECR IP ADDRESS.
4. The string of numbers presented should be the same as the IP address shown in Sitoo.
5. If they are not identical, please change the IP address on the card terminal so that it's an exact match to the IP address in Sitoo POS. Use the keypad to enter the numbers or the GREEN button to jump between the numbers. For example: 192 GREEN 168 GREEN 1 GREEN 110 GREEN. 
   To save, press the RED button two or three times until the terminal restart. 

If the IP address matches the IP address in Sitoo, you should also ensure ECR = YES.

1. On the card terminal, swipe the merchant card > Press (6) > Press (1) > Press (3).
2. If ERC is NO: Press the GREEN button > Down (F2) > GREEN button.

Also make sure that Communication Type = IP Ethernet.

1. On the card terminal, swipe the merchant card > Press (6) > Press (1) > Press (3) > Press the down button (F2).
2. If Communication typ is anything else then IP Ethernet: Press the GREEN button > Down (F2) > [IP Ethernet] > GREEN button.
3. Press the RED button to return.
4. The terminal then restarts and the new settings are applied.
5. The text ECR in the top of the terminal display should now be green.

Yomani

1. On your terminal, press Menu and then input password 123456.
2. Press Communication (2) > Network (1) > Terminal IP (2).
3. Log in to Sitoo POS and open menu > Settings.
4. Tap on your terminal under Hardware Devices. 
5. Compare the IP adress here with the one displayed on your terminal. They should be identical.

Adyen

1. On your terminal, press GREEN botton + (5) at the same time. You will then receive an information box with QR code and IP address.
2. Log in to Sitoo POS > Menu > Settings.
3. Tap on your terminal under Hardware Devices. 
4. Compare the IP adress here with the one displayed on your terminal. They should be identical.
5. If they are not, press the magnifying glass. The POS will scan for network connected terminals. 
6. In the list you will find an option with the same IP address as shown on your terminal.

Reconnect your card terminal to Sitoo POS

1. Open the Sitoo POS app on your iPad. Press the menu in the upper left corner and then Settings.
   
   
2. Here you'll see a list of currently connected hardware devices, such as the card terminal.
   
   
3. Locate the card terminal in the list of hardware devices.
   Note that if you have a Yomani terminal, this will be named Verifone.
4. Tap the row of your card terminal.
   
5. Tap the magnifying glass in the upper right corner.
   
   
6. The app will then search for your card terminal on your network. When the terminal appears after a short while, tap it to add it.
   
   If you are using more than one terminal you will need to ascertain the IP adress of your terminal to ensure that the correct terminal is connected to Sitoo POS. See the section below for information on how to do retrieve the IP adress.
   
7. The text field stating the IP address should now automatically be filled in with string of numbers, the same as the IP address in your card terminal.
8. Make sure the Payment Type is set as Card.
   
   
   Note!

   CARD must be set as payment type. Tap the row Payment Type and choose CARD.

   
   
   
9. Tap Back in the upper left corner.

Remove and reconnect your card terminal to Sitoo POS

If only a reconnection of the card terminal according to the step above did not work, you can try to completely remove the card terminal and reconnect it again.

1. Open the Sitoo POS app on your iPad. Press the menu in the upper left corner and then Settings.
2. Here you'll see a list of currently connected hardware devices, such as the card terminal.
3. Swipe left on the row of your card terminal > Press Remove/Delete.
4. Tap the plus icon in the upper right corner.
5. Choose Adyen, Bambora or Verifone, depending on what terminal you have (if you are using a Yomani terminal, pick Verifone).
   
6. Tap the magnifying glass in the upper right corner. The app will then search for your card terminal on your network. When the terminal appears after a short while, tap it to add it.
   
   If you are using more than one terminal you will need to ascertain the IP adress of your terminal to ensure that the correct terminal is connected to Sitoo POS. See the section for information on how to do retrieve the IP adress.
   
   
7. The text field stating the IP address should now automatically be filled in with string of numbers, the same as the IP address in your card terminal
8. Tap Payment Type and choose Card.
9. Tap Back in the upper left corner.

Update parameters

VX820

Log out of Sitoo POS to make the menu button on the terminal available: On the terminal press Menu > Express menu > Functions/Features > Parameters.

Bambora (Ingenico IPP350)

On the terminal press Menu > password 2020 > Settings > Update parameters.

Nets (Ingenico IPP350)

Swipe the merchant card > (1) > (1) > [Wait] > GREEN botton > GREEN botton > [Wait] > RED botton.

Yomani

On the terminal press Menu > password 123456 > Funktions/Features > Collect parameters.

Adyen

On an Adyen terminal you'll have to update the configuration and software. Please continue to this guide for instructions. 

Restart Sitoo POS

Once you've done the above step, you can also try restarting the Sitoo POS app.

1. Locate the iPad home button. There is an sunken button located on the front of the iPad's short side.
2. Double-click the home button, that is, two quick presses in a row.
3. Now all open apps are featured on your iPad. Locate the Sitoo POS app.
4. Swipe away the app by putting a finger on the app and move your finger upwards. This way, you swipe the app upward, away from the screen.
5. Press the home button once on the short edge of the iPad.
6. Now you're back to the iPad homepage.
7. Locate the Sitoo POS app. Press Sitoo POS and open the POS.

Contact the card terminal supplier

If you have done all of the above steps and been in contact with Sitoo Support, without successfully resolving the problem, contact your card terminal provider.

Bambora: +46 10 - 106 60 00
Verifone: +46 8 - 566 287 70
Babs Paylink: +46 8 - 691 69 00
Adyen: + 46 8 - 408 39 298

Journal queue - Sitoo POS is offline

Log in to Sitoo POS > Menu > Settings > About > Scroll down to Journal queue.

If you have dispensation from the tax office and thus have permission to conduct sales without the tax authority's control unit, you will be able to sell when the checkout is offline. Then, each transaction is stored in the journal queue until Sitoo POS goes online again.

There is no limit to the number of transactions allowed to be stored in the queue. However, there may be a limit in the number of transactions that can be stored offline in your card terminal.

If Sitoo POS is for a longer period of time, the card terminal may refuse to accept additional transactions before it goes online again.

Troubleshoot the store's network to fix the problem and allow both the checkout and the terminal to go online again.

Check the payment method in Sitoo Backoffice

Log in to Sitoo Backoffice > Settings > POS - Payments. Make sure there is a payment method that matches the terminal you are using. If not, either edit the existing payment method for the card terminal, or easily add a new one if no one exists. 

1. If you're using a VX820, choose Card - Verifone LPP
2. If you're using a Bambora (Ingenico IPP350), choose Card - Host2T
3. If you're using a Nets (Ingenico IPP350), choose Card - Nets
4. If you're using a Yomani, choose Card - Verifone LPP
5. If you're using an Adyen, choose Card - Adyen

Other card terminal providers

Please read Coiney Card Terminal - Japan if you're using Coiney.