Troubleshooting Point of Sale System (POS)

This article will help you if problems with your SumUp Point of Sale (POS) system occur.

  1. During the first setup my login details are not accepted. What can I do?
  2. Alert: Unfortunately your location could not be determined
  3. What can I do if I accidentally started/closed a business day?
  4. Changes that I have conducted in the POS Cloud are not applied in the POS App. What am I doing wrong?
  5. Articles created in the Cloud are not displayed in the App
  6. The Cloud says that the system is still in its test mode
  7. The articles in the POS App can't be selected
  8. What happens if a hardware module of my POS system has to be replaced?
  9. The POS receipt printer does not print
  10. What does a red light on the receipt printer mean?
  11. I have reset the printer accidentally. What can I do now?

1- During the first setup my login details are not accepted. What can I do?

Please watch out for spelling mistakes. Make sure that you differentiate between regular letters and capital letters. Furthermore, double check that you didn't use the space bar accidentally.
If you still can not log into your account please contact our customer support.


2- Alert: Unfortunately your location could not be determined

If you see this alert when trying to conduct a card payment in the SumUp POS App, please open the iPad settings. Now click on "Privacy" and then on "Location services". If they are turned off, turn them on. Make sure that the location services for the SumUp POS App are on "While using".
Close the settings and close all other apps on the iPad. Reopen the SumUp POS App and try to transact a card payment again. If you are still having trouble with the same error message please contact our support.

 

3- What can I do if I accidentally started/closed a business day?

Please contact our customer service if you accidentally started/closed a business day.

 

4- Changes that I have conducted in the POS Cloud are not applied in the POS App. What am I doing wrong?

Open the admin menu in the POS App (gearwheel button in the right upper corner). Click on "Shift" and load the shop data. If the iPad has an active internet connection, the changes should now have been successfully transferred to the POS App.

 

5- Articles created in the Cloud are not displayed in the App

Open the admin menu in the POS App (gearwheel button in the right upper corner). Click on "Shift" and load the shop data. If the iPad has an active internet connection, the changes should have been successfully transferred to the POS App by now.

 

6- The Cloud says that the system is still in its test mode

The POS system is meant to be tested in the beginning. Therefore, you can conduct and endless amount of test transactions with the POS App without them being fiscally registered. You can freely add new articles and conduct test transactions with them.

  • Hint: card transactions can not be reversed! If you want to test card payments you can use your own card and transact a small test amount (e.g. 1,00 €).

When you feel ready to "go live" please let our customer support know. We will adjust your account's status so that your previous test transactions will be deleted and every transaction from then on will be logged re-starting with receipt #1. Your master data (articles, order-screen, employees, etc.) will not be deleted and are not affected by the status change.

 

7- The articles in the POS App can't be selected

If you can't select articles in the POS App that could mean that you have not started the business day yet. You can start be business day by opening the admin menu in the App, by clicking on Shift and then on Start Shift. If you are still having issues please contact our support.

 

8- What happens if a hardware module of my POS system has to be replaced?

If a part of your POS system has to be replaced, contact our support. We will then send you an email with a return ticket. You can then sent the broken hardware back to us for free as soon as you have received the replacement from us.

 

9- The POS receipt printer does not print!

If your POS receipt printer does not work anymore, please make sure that you are connected with the POS network. You can check your connection in the iPad's settings in the "Wi-Fi" tab. The name of the POS network usually consists of the following elements: „WiFi“, a three-digit number ("123“), two letters („XF“) and two numbers („34“), combined „WiFi123XF34“.

If you are connected with the correct network make sure that the "Print enabled" button on the right side in the POS App is visible. If the button says „Print disabled“ please click on it twice so that the button "Print enabled" reappears.

If the printer still does not print, please turn it off for around 10 seconds and turn it on again.

Contact our support team if you are still having trouble printing.

 

10- What does a red light on the receipt printer mean?

If you see a red light on the receipt printer that usually means that the paper is running out. Please always keep an amount of paper on stock.

 

11- I have reset the printer accidentally. What can I do now?

If you have accidentally reset the printer please follow these instructions:

 

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