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Troubleshooting

Common Resolution Steps

Many problems can be solved by running the simple steps provided here. Consult the detailed FAQ section below and use these simple steps if required.

Sign Out and In

You may Sign Out by navigating to More and tapping Sign Out, then sign back in. If you have multiple Samsung POS businesses set up then you will be prompted which business you want to operate as.

Restart Samsung POS

Bring up the Android task switcher and swipe Samsung POS away then try running Samsung POS again.

Reinstall Samsung POS

  1. Navigate to the Play Store (Android) and find the Samsung POS app via your installed apps or search.
  2. Tap Uninstall to uninstall Samsung POS.
  3. Once Samsung POS is uninstalled, tap Install to install it again.

FAQ

How do I find an incomplete register sale?

Go to Paid tab and select the Incomplete filter option located below the search bar - all partially-paid sales in Retail mode will be displayed here.

Note: If you are in Hybrid mode then incomplete sales will end up on the Invoices tab.

How do I clear a register sale?

You can clear the Register basket via either one of the following methods: * Tap the price display on the Register screen to bring up the register detail page, then tap the delete button on the top right corner. * Make sure the Register tab is selected and tap the Register tab again.

How do I do a refund?

You can create a new refund by pressing the refund button on the Paid tab. This button is on the bottom right on Android.

You can also create a refund from a paid invoice or sale by clicking the overflow button in the bottom right corner and selecting Refund.

How do I delete an invoice?

To delete a draft invoice, tap the overflow button in the bottom right corner and select Delete.

Invoices can only be deleted while in draft state, and only if they have no failed payments against them. If an invoice has a failed payment you may void it by tapping the overflow button in the bottom right corner and selecting Void.

Invoices with a successful payment against them cannot be deleted or voided. Instead you should cash them out by selecting cash for the remaining payment and then refunding the customer any remaining money they are owed.

Does my device support Airpay TAP contactless payments?

Airpay TAP is available on a variety of Android phones from popular manufacturers including Samsung, Google, Huawei, and others.

For a full list of supported devices, please view the supported devices list.

New devices are added all the time, and if you have a particular device you'd like to see supported, feel free to contact us.

Airpay TAP is returning an error

If Airpay TAP returns an error when trying to enable payments then you may try the following:

  1. Try any actions suggested in the error message you received
  2. Try to Restart Samsung POS
  3. Please contact our support team and let us know the error code you're receiving so we can help

Samsung POS prompts me to sign up for card payments

If Samsung POS prompts you to sign up for card payments unexpectedly, then you may have logged into the wrong account.

Try to Sign Out and In with the correct email address, and if problems persist then please contact us.

I've forgotten my password

On the Sign In screen choose Forgot password?, enter your email address and tap Send. You will receive an email with instructions for resetting your password.

I've forgotten my email address

Please contact us and we can help you with this.

How do I use accessibility services with Airpay TAP?

To ensure the security of your customers' card details and PIN, Airpay TAP requires that any accessibility services are disabled during transactions.

If you use any accessibility services (such as a screen reader, or a password manager), then we recommend using Android's Accessibility Shortcut feature which you can use to quickly turn accessibility on and off as needed. You can use this feature to quickly disable accessibility before a transaction and re-enable it afterwards.

You can read more about this feature at Google's Android Accessilbility Help - Use accessibility shortcuts website. Note that the process to enable accessibility shortcuts may differ between devices.

Any Other Issues

For any other issues, please contact us and we can help you out.