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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 Manage > Settings and tapping Sign Out, then sign back in. If you have multiple Airpay businesses set up then you will be prompted which business you want to operate as.

Restart the App

Bring up the Android or iOS task switcher and swipe the app away then try running Airpay again.

Reinstall the App

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

Restart the Card Reader

If you have an MT330 card reader then: 1. If the device is asleep then tap power to wake it 2. Wait a few seconds then tap power again 3. When the device displays Entering Sleep press Enter to power off. 4. Hold the power button for a few seconds to power back on.

If you have an AP3 contactless-only reader then: 1. Hold power for a few seconds, you should hear it make a downward tone and the device will display Off. 2. Hold the power button for a few seconds to power it back on.

Note: Both devices can be forcibly powered off by holding down the power button for 10 seconds. The AP3 will not display Off if powered off this way.

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 top right on iOS and 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.

How do I pair my card reader?

First make sure the payment terminal is turned on by pressing the power button.

You should be able to see a Choose Card Reader card on the Dashboard. Select this and Airpay should list the available card readers. Simply select the desired card reader from the list.

For more information please see the readers page.

How do I access the Tools menu

Navigate to Manage > Settings > Card Payments and select Card Reader Tools. The Tools menu has advanced bank operations such as Logon and Totals, pairing settings, and access to updates and diagnostics.

How do I update my card reader?

When an update is available the card reader card on the Dashboard will inform you that an update is available. Simply tap Update to update your card reader.

You can also check for updates by navigating to Manage > Settings > Card Payments and selecting Card Reader Tools. Next select Update PINpad and then Check for updates. If any updates are available they will be downloaded now.

Note: Some updates can take several minutes to run so we recommend that updates are applied when there is sufficient time to do so. Please also ensure that your card reader is connected to power while updating.

I can't pair my card reader

First consult How do I pair my card reader?. If you continue to have problems, then you may wish to run through the following steps.

  1. Is there a Choose Card Reader card on the Dashboard? If not then you may:
  2. Does the Dashboard card say Preparing card payments
  3. Can you see any terminals on the pairing screen? If not then you may:
    • Restart the Card Reader.
    • Try exiting the pairing screen and selecting Choose Card Reader again.
    • Ensure the card reader is not connected via the System Bluetooth Settings. The card reader should only be connected via the Airpay app directly.
  4. Is there an error when connecting to the card reader?
    • Connection issues are often intermittent, trying to connect again will often resolve the problem.
    • Restart the Card Reader.

Airpay prompts me to sign up for card payments

If Airpay 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.

Any Other Issues

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