POS Terminals

Follow these steps if your terminal is not charging:

1. Put a fresh paper roll inside the terminal.
2. Open the POS App and go to More > Terminal Diagnostics.
3. Select Full System Check, tick all options, and click Run Test.

Next Steps:

1. If the charger test passes, turn the terminal off and on again.
2. If it fails, your terminal is faulty. Please request a terminal swap from your Relationship Manager or by contacting support.

If your screen displays any of these errors:

1. "Unfortunately, Moniepoint POS has stopped."
2. "Moniepoint POS stopped working."
3. "Moniepoint POS keeps stopping."

Follow the solution for your specific terminal below.

1. For TOPWISE Terminals (Needs Update):
2. Open the App Market on your terminal home screen.
3. Locate the Moniepoint POS App and click Update.
4. For TELPO P8 Terminals (Needs Reset):
5. Go to the terminal's main Settings.
6. Select Backup & Reset and click Factory Data Reset. (Note: This clears bad data causing the crash).
7. For KOZEN D300 Terminals (Storage Issue):
8. This terminal is out of storage space. Please contact your Relationship Manager or support to initiate a Terminal Swap.

If your screen is stuck and won't turn when you rotate the device:

1. Open your device Settings.
2. Tap on Display.
3. Turn ON the Auto-rotate screen option.
4. Restart your device to complete the fix.

To set your POS terminal PIN, please follow the steps below:

1. Log in to your Moniepoint Business app.
2. Select POS, then choose SMART POS.
3. Click on SETUP ADMIN to get a one-time security code (OTP) sent to you.
4. Enter the OTP, then enter your current 4-digit POS PIN.
5. Type in your new 5-digit Terminal PIN twice to confirm it.
6. Click Proceed.
7. Restart your terminal (turn it off and on) to complete the setup.

To reset your POS Terminal PIN, follow the steps below:

1. Log in to your Moniepoint Business app.
2. Tap the MORE option at the bottom.
3. Go to SETTINGS.
4. Select RESET POS PIN.
5. Look at your phone camera to complete the Face Recognition check.
6. Type in your new 4-digit PIN, and you are all done!

If you want your terminal to approve transactions without manual confirmation automatically, follow the steps below:

1. Open your Moniepoint Business app.
2. Under the Services section, tap More.
3. Click on Approvals, then select POS Payment Approvals.
4. Tap the Settings icon (the gear symbol) at the top corner of your screen.
5. Switch the POS AUTO APPROVALS button to ON.

Note: You can follow these same steps to turn it OFF at any time if you change your mind.

This problem typically occurs during card payment processing, occasionally triggering error codes 02, 03, & 200 or displaying as “INSERT CARD”.

To address this, perform a card test through the terminal diagnosis feature in the Moniepoint app. If the test results in a "Failed" status, a device swap is recommended.

The error - Required Parameters Missing - typically happens during the business profile download phase, due to an operating system defect specific to certain POS terminal models.

For maintained business continuity, the recommended course of action is to initiate a terminal swap.

To remove your POS terminal from Recovery Mode, please follow these steps:

1. On your POS terminal, use the volume keys to scroll through the options.
2. Select "Factory Data Reset" from the options by pressing the Power button.
3. Wait for the process to be completed.

Please be aware that the terminal will reboot automatically once this procedure is finished.

Usually, this issue returns the error as "Install failure code 2 or 25.”

If the terminal shows “Install failure code 2”, adjust the date and time, then retry.

If the terminal shows an" Install failure code 25", run a terminal reset on the device

If your terminal is working but you are experiencing issues with printing, please follow the steps below to resolve it

1. Put a fresh paper roll inside the terminal.
2. Open the POS App and go to More > Terminal Diagnostics.
3. Select Full System Check, tick all options, and then click Run Test.

After the Run Test process is completed, follow the next steps below depending on the feedback from the test:

1. If the printer test passes:
2. Turn the terminal off and on again, and you should be able to print afterwards.
3. If the printer test fails:
4. This means your terminal is faulty. Please request a terminal swap.
5. If the terminal shows “Your business is not allowed to print a receipt” after the transaction
6. Log in to your Business App / Profile.
7. Go to Settings.
8. Look under POS Configuration.
9. Click on Terminal Receipt and switch Enable Receipt Reprint to ON.

To clear the hardware trigger or tamper error on a Topwise MP35P terminal, please follow the steps below:

1. Tap the screen simultaneously 7 times to enter the unlock menu
2. Input Password 1: 12345678 and click OK
3. Input Password 2: 87654321 and click OK
4. If no SIM card is inserted or the SIM is not data-connected, connect to a Wi-Fi network.
5. Click Activate
6. Once activation is successful, reboot the terminal.

Kindly follow the steps below to upgrade your terminal app version: 

• Turn on your terminal and ensure that it is connected to the internet.
• Tap on the 'App Market '.
• On the homepage, click on the update.
• Once the update is completed, you will be directed to install the package, and then you click on 'next' to complete the process.

Do not hesitate to contact us if you have any further questions or require additional information.

A lien may be placed on your account during the investigation. Cooperate by providing transaction receipts and related documentation.

Do not hesitate to contact us if you have any further questions or require additional information.

When this happens, it means that the funds are still present in the business owner's wallet. 

You can either choose to re-attempt the transfer or refund the customer the value for the card transfer transaction. 

Kindly reach out to our support team for further assistance, if you attempt a card transfer in which the withdrawal leg was successful and the transfer leg failed but the value for the transaction can not be found in your wallet. 

Do not hesitate to contact us if you have any further questions or require additional information.

Kindly note that only withdrawal/card payment transactions that fail with the below responses are eligible to be logged for reversal: 

1. Response received too late (68)
2. Issuer or switch inoperative (91)
3. Error (06)
4. System Malfunction (96)
5. Refer to the card issuer. (01)
6. Do not honor (05)

If the error response does not fall among the above listed, and the customer was debited for the failed card payment, please advise him/her to reach out to their bank to fill a dispense form. 

Do not hesitate to contact us if you have any further questions or require additional information.

Kindly proceed to log the transaction for reversal if eligible. Please note that if we receive a settlement for the transaction, the customer will get a reversal within 24-48 working hours.

If not, please advise the customer to visit his/her bank to fill out a dispense error form.

How to log failed card payment/withdrawal transactions for reversal.

Do not hesitate to contact us if you have any further questions or require additional information.

From the POS menu:

1: Go to services (4th option under menu)

2: Scroll to synchronise (11th on the list of options)3: Synchronise till it says synchronisation complete then restart the terminal.

Do not hesitate to contact us if you have any further questions or require additional information.

Kindly follow the steps below to synchronise your android POS terminal

1. Click on services
2. Select Admin
3. Kindly input your PIN
4. Click on unsynced transactions
5. Once synchronisation is complete, restart the terminal.

Do not hesitate to contact us if you have any further questions or require additional information.

Kindly note that when a POS transfer is declined, the money is reversed back to the account of the sender. 

Do not hesitate to contact us if you have any further questions or require additional information.

When a POS Transfer request is approved, the money is moved into your Moniepoint wallet. 

Kindly note, that your POS transfer wallet is separate from your Moniepoint business wallet and in order for you to access the money sent into your POS transfer, you have to make sure that your 'Accept' the POS transfer when done. It can be accepted both via your Moniepoint dashboard or your POS.

Do not hesitate to contact us if you have any further questions or require additional information.

1. Log on to your Moniepoint dashboard either via the app or web.
2. Select the business profile you want to access
3. Click on 'POS Transfer' from the menu
4. Select 'pending' 
5. Check for the transaction and click on it to view
6. Scroll down and click on Accept or Decline.

Do not hesitate to contact us if you have any further questions or require additional information.

1. Click on the 'POS Transfer Account Number' on the Moniepoint App Home page 
2. Click on 'Pending Transfers
3. Click on the transaction you want to view
4. Scroll down to review and click on 'Accept' or 'Decline'

Do not hesitate to contact us if you have any further questions or require additional information.

POS terminals get blocked after entering the wrong transaction pin repeatedly. This is so as to prevent unauthorised access to the POS. Please follow the steps below to unblock your POS

1. Ensure the POS terminal is turned on
2. Log on to your Moniepoint dashboard via the app or web and sign into the business account linked to the blocked POS terminal.
3. Navigate to 'settings'
4. Select 'Security'
5. Click on 'Reset Transaction PIN'
6. Input your Moniepoint online password
7. Input your desired New PIN, confirm the PIN, and then submit.
8. Once completed, restart the POS terminal in order for the change to be effected. 

Do not hesitate to contact us if you have any further questions or require additional information.

Kindly follow the steps below to download keys to your POS terminal

1. Scroll to Services
2. Select Admin and input your pin
3. Select download key
4. Ensure download is successful

Do not hesitate to contact us if you have any further questions or require additional information.

Kindly follow the steps below to download keys to your POS terminal

1: Go to service

2: Select key download (No 3)

3: Download keys 

4: Restart the terminal after a successful download.

Do not hesitate to contact us if you have any further questions or require additional information.

Kindly follow the instructions below to reprint receipts from your AISINO terminal

• Go to 'Services'
• Click on any of the following:

1.        End of day report
2.        Last Report 
3.        Print copy

• Click on ‘Print full report’
• Click on 'Print select'
• Click on the type of transaction, i.e. Purchase (withdrawal) or Deposit.
• Input start date and end date
• Tap the enter key to print.

Do not hesitate to contact us if you have any further questions or require additional information.

Kindly follow the instructions below to reprint the receipt from your TOPWISE POS terminal

1. Select ‘Service’ on the terminal
2. Press 7 immediately you access the Menu
3. You get a prompt to enter your pin
4. Filter by the date
5. Enter your pin to print EOD

Do not hesitate to contact us if you have any further questions or require additional information.

Kindly follow the steps below to configure your POS terminal to print out just the customer's receipt; 

1. Log in to your Moniepoint dashboard
2. Go to 'settings'
3. Click on 'Terminal receipt configuration'
4. Untick 'Print Merchant Copy' and save 
5. Restart your POS terminal.

Do not hesitate to contact us if you have any further questions or require additional information.

Avoid sharing terminal credentials, regularly change passwords, and ensure attendants are trained to identify suspicious activities.

Do not hesitate to contact us if you have any further questions or require additional information.