Pos resets during sumup sale

[Gavnor]

Every now and then the pos of sale resets during a sumup transaction and doesn't log the sale even though sumup does. Any help?/ advise 

[Shinjin]

Hello,

Could you please update the Loyverse POS app and the Sumup app to the latest available versions and then try again?

The latest version of the Loyverse POS app for Android is currently: v.2.41.2

Additionally, could you please tell us what Sumup terminal you use?

If you are able to make a video of your issue, our team will find it very helpful in understanding your issue.

[Stal_Groenendaal]

I have somewhat the same problem.

After a couple of payments the POS app is waiting, spinning wait icon in the center of the screen, on sumup to post its transaction ok signal as it seems.

The card payment is correct send to the sumup device, Withe popup is showing and hiding and the payment is successfully. Only the Loyverse app is waiting and we can not do anything in the app. We must close the app and open it again to able to work with it, Unfortunately the payment is not registered in loyverse as open or payed. It is complete gone.

We are running loyverse on a Ipad version V2.89
Ipad IOS 18.2
Sumup Version 3.29.0-slp

All apps are up to date in the app store.

[Shinjin]

Hello @Stal_Groenendaal,

Could you please tell us the date and time when this happened last time?

This will be very helpful for our team in the investigation.

[Stal_Groenendaal]

The one I was on locatie was a sale at 13:24 on saterday 21 december (time in sumup). It was a order of E40,05 total. This transaction was not stored in loyverse but the costumer did payed in sumup.
 

[Shinjin]

Hello,
Thank you for contacting us about your situation.

Could you please clarify whether you have a stable internet connection at your POS?

We see many errors related to unstable connection. POS does not receive a response from the Sumup server and the transaction does not go through.

Our recommendation is to ensure that you have a stable internet connection at your workplace.

Let us know if you need further assistance.

[Stal_Groenendaal]

Hello @Shinjin,

Thank you for the response.
I have not experiences any wifi/connection troubles that I have seen on the tablets it self. I have planed to upgrade the current hardware begin January. So I'm hoping that would solve that problem.

Would be nice if the pos app throws a error regarding not receiving data from sumup or / and that the ticket stays in de POS as unpaid. Now we have a lot of card payments in sumup that we don't have a sale for in loyverse. Or that we can see the failed transactions in the back-end. Now the app is stuck

My work around was now:
When the card payment fails, take a picture of the receipt. Forced close the app, because the app is not responding any more. Input again the items and register it on a custom payment (card faild). This way the order is still printed in the kitchen.

[Shinjin]

Hello @Stal_Groenendaal,

Thank you for your feedback,

Our team will continue investigating your issue and we will let you know as soon as we have any updates.

[Stal_Groenendaal]

@Shinjin,

Today I have done some testing. I have changed the internet connection to a dedicated 4G connection.
This gives almost the same result, only there are more card payments that are faild now.

Later I have switched from tablet OS. Now running on a android instead of IOS. I used the same dedicated internet connection with the android as on the Ipad. And now I did not have any card payment registration failures.
I did changed the Sumup terminal also, but I think that must not be the problem because the payment are handled correctly.

The switch is made around 17:45 /18:00 on 03-01-2025.

We prefer to use the loyvers on the Ipad due the faster response to sumup.

Al app's (loyverse and sumup) are up to date as of available in the store for download.
 

[Stal_Groenendaal]

I'm a bit further with finding a problem.
Today around 12:00 on 04-01-2024 we had a error. It gives a error and says that there there is a SumUp calculation error. And I must assure that the credentials in SumUp and Loyverse are the same. We have have two different account for sumup. 1 is the owner and 1 i use on the POS tablets it self. Due the fact that the owner account has to much rights in SumUp to let that being used on the tablets because we have a lot of different clerks behind the bar.

The strange this is that we have being using different account all the time. So why is this now a problem?
A positive this is that the payment is correct registerd in sumup. loyverse and is send to the kitchen. When Pressing on oké we could just keep going using the app as normal.

This error is on a android device.

[Shinjin]

Hello,

Our team has now released the improved POS app version for iOS v.2.90 which includes improvements that should help with your issue.

Please update the Loyverse POS app now from the Apple Appstore and let us know if this helps.