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[SG/MY] How to Troubleshoot When QashierPay (White) Terminal is Unable to Accept Payments
[SG/MY] How to Troubleshoot When QashierPay (White) Terminal is Unable to Accept Payments
Updated over a week ago

Table of Content:


Error indicators when QashierPay fails to process payments:

  • "Timeout" error

    The screenshot below displays the error encountered

  • Experiencing a significant delay in loading after the payment has been processed. Refer to the following video for your reference


Steps to troubleshoot:

a. Weak or no internet connection on QashierPay

  • Turn on and off for Wi-Fi connection

    If you have connected your QashierPay terminal to a Wi-Fi connection, attempt to power off and then power on the WiFi connection in the terminal

    1. Select the "☰" button on the top right-hand corner of the POS homepage

    2. Select "WIFI"

    3. Toggle off the wifi button located on the right-hand side of the POS, then toggle back on

    4. Make sure the terminal is connected to the correct Wi-Fi network


    Once done, try to perform a transaction to accept payments from the terminal again.

  • Weak internet connection

    Relocate your terminal closer to your Wi-Fi router and attempt to process payments from the terminal.

  • Restart both your modem and Wi-Fi router

    If you have followed the previous steps and the terminal is still unable to accept payments, proceed to restart both your modem and WiFi router at the same time.

    1. Turn off both your modem and Wi-Fi router

    2. Wait for a few seconds, and then power on both the modem and Wi-Fi router.

    3. Allow the router to fully reboot. Once it has restarted, check the Wi-Fi connection on your terminal to ensure it has successfully connected to your Wi-Fi network

    4. Once the Wi-Fi connection is established, proceed to accept payments from the terminal again

b. Wrong store selection in QashierPay

In case you have an additional QashierPOS terminal apart from the QashierPay terminal, it is possible that you might have logged into the incorrect "store" on your QashierPay terminal.

  • To verify if you have signed in to the correct store on your QashierPay terminal, please perform the following steps:

    1. On the POS homepage, check your store name located below the date

    2. Ensure your main store and QashierPay's store name are different

      1. an example of your main store and QashierPay store name could be:

        1. Main store: Qashier

        2. QashierPay store: Qashier XS

    3. If you are still unsure, you may contact our Customer Support Team for verification

  • To switch or sign in to the correct QashierPay store:

    1. Select the "☰" button on the top right-hand corner of the POS homepage

    2. Select "Switch Store"

    3. Key in your terminal pin

    4. Select the "correct store"


    Once done, try to perform a transaction to accept payments from the terminal again.

c. Wrong settings in QashierPay

  • Check Terminal ID and Merchant ID of QashierPay:

    1. Select the "☰" button on the top right-hand corner of the POS homepage

    2. Select "QashierPay"

    3. Select "Overview"

    4. Ensure that the Terminal ID and/or Merchant ID field is not empty

      1. If its empty, kindly contact our Customer Support Team for further assistance

      2. If its not empty, proceed to the next troubleshooting step

Here's a step-by-step video guide:

  • Check sign on status on QashierPay:

    1. Select the "☰" button on the top right-hand corner of the POS homepage

    2. Select "QashierPay"

    3. Select "Sign On"

      1. If the display shows "Sign on Sucess," it indicates that the terminal is correctly logged in and functioning properly

      2. If the display shows "Sign on Error," please reach out to our Customer Support Team for further assistance

Here's a step-by-step video guide:

d. Restart QashierPay terminal

  1. Press and hold the button located at the left-hand side of the terminal

  2. Select "Restart"

  3. Wait for the terminal to restart and reload the Qashier POS app

  4. Try to make payment again


If all of the above troubleshoot steps does not work, please contact our Customer Support Team for a more comprehensive troubleshooting assistance.

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