Troubleshooting Common POS Device Issues

My device is stuck on the Welcome/Initializing screen

1. Switch off the device.

2. Remove the battery.

3. Leave it out for about 5 minutes.

4. Reinsert the battery and turn the device back on.

If the problem persists, the device may require professional repair.

My device has connectivity issues

• If connected via SIM card → try switching to Wi-Fi.

• If connected via Wi-Fi → try switching to SIM card.

This change often resolves connection problems.

I receive Error 58 during a transaction

a) Regular Transactions

• Ensure the transaction amount is at least 0.20 EUR / GBP / USD (or equivalent).

• Verify your myPOS account, outlet, and device are active:

  • Log into myPOS.com → Stores → check outlet status.

  • Log into the myPOS app → Devices (bottom menu) → swipe left/right to check terminals → if disabled, tap the Settings wheel (upper right) to activate.

  • Or log into myPOS.com → POS Devices → select device → enable/disable as needed.

b) Refund/Void Transactions

• Refund/Void may not be enabled.

• To enable:

  1. Log into myPOS.com.

  2. Go to Devices.

  3. Select your device.

  4. Scroll to Settings > Allowed Operations.

  5. Make sure Void and Refund are checked.

c) Pre-Authorisation Transactions

• Error 58 may mean Pre-Authorisation is not enabled for your device.

My device asks for an Operator Code

This happens if Multi-Operator Mode is enabled.

Classic devices (Go, Combo):

1. Press F2.

2. Select Transaction Configuration (option 6).

3. Go to Tipping > Multi-Operator Mode Configuration.

4. Toggle ON/OFF.

Smart devices (Pro, Carbon, Ultra):

1. Open the Payment app.

2. Tap the four dots (bottom right).

3. Scroll to Device Settings.

4. Select Multi-Operator → toggle ON/OFF.

My device is stuck on a fixed amount

If your device won’t let you enter a different amount, the Fixed Amount option may be enabled.

To disable:

1. Press F2.

2. Select Transaction Configuration (option 6).

3. Select Fixed Amount (option 4).

4. Toggle ON/OFF.