LoyUser Posted January 17 Posted January 17 Most of the time - our SumUp / iPad Pro works fine. But some times - after you’ve clicked accept payment with SumUp, you just get a spinning wheel, and nothing happens. The SumUp card reader shows no issues - Bluetooth connected, etc The IPad - has WiFi, and Bluetooth. Connected to the SumUp card machine. Can anyone offer any help on what the issue could be? Or - what steps to take when this happens to reset the process to complete the sale. Many thanks.
Shinjin Posted January 17 Posted January 17 Hello, Could you please update the Loyverse POS app version on your device to v.2.90 and then check if your issue persists. We will be waiting for your feedback.
LoyUser Posted January 17 Author Posted January 17 I’ve just checked - and we are running 2.90 Still got the issue. Any idea what it is most likely to be? and we can start trying to go through them and working it out. many thanks.
NewHopeCharity Posted January 19 Posted January 19 I'm having the same issue as LoyUser, occasional credit card transactions hanging (Loyverse. SumUp v2.99 Loyverse v2.48 on Android 7.1). The only remedy is to restart Loyverse but the sale is lost. Often after around a 2-3 minute delay (that's a long time when you have a queue of customers!) a generic error message appears, click OK and the transaction completes. This is volume related since our second quieter till does not exhibit this behaviour and I have swapped the tills around to eliminate software/hardware/setup... which are identical BTW.
Shinjin Posted January 20 Posted January 20 Hello @NewHopeCharity, Could you please tell us if both POS devices are logged into the same Sumup account on the Sumup app when processing sales using Sumup? Our team will appreciate your response.
NewHopeCharity Posted January 20 Posted January 20 Yes that's correct. The same account as defined in Loyverse Back Office --> Payment Type. They each have a dedicated SumUp AirReader.
Shinjin Posted January 20 Posted January 20 Hello @NewHopeCharity, Could you please tell us the name of the POS that is working and the name of the POS that is not working? Have you tried updating both POS devices to the latest version for Android v.2.49.2? We will be waiting to hear from you.
NewHopeCharity Posted January 20 Posted January 20 Hi Shinjin, Both POS are SunMi T2s terminals running Loyverse POS v2.48. Ooh v.2.49.2 just came out today, the SunMi terminal will auto-update. I will check it has happened tomorrow. Are there any SumUp specific fixes in this latest version?
LoyUser Posted January 21 Author Posted January 21 We’ve not seen that message - as to be honest, we are using Loyverse as our POS at a pub/bar and customers will not wait 2 or 3 minute for the timeout. We basically are having to quit Loyverse and reload it - and put the sale in again. We tried a hardwired ipad Ethernet adapter - and it didn’t help. So I don’t think it’s an internet connection issue. I can also confirm that the mpop till is connected via Bluetooth.
NewHopeCharity Posted January 24 Posted January 24 Software updated to Loyverse 2.49.2 and SumUp 2.100.1 with no change in behaviour, still with occasional hangs. Like LoyUser we are hardwired Ethernet connected, so no Wi-Fi drop out and a Fibre (FTTP) internet connection which is used by office admin, co-resident in the shop. If that was playing up I'd soon know about it
Orinoco Posted January 24 Posted January 24 (edited) We are having the same issue with card payments, both systems are running the latest versions. The card payments are in the sum up app but not showing in Loyverse. Using the app on an iPad. Edited January 24 by Orinoco
Resistor Posted January 24 Posted January 24 We have the same issue with two iPads running iOS 18.1.1 and Loyverse POS v 2.90 and an iPod Touch running iOS 12.5.7 and Loyverse POS v 2.79 (can't upgrade this one any longer). All are connected to an individual Sumup Air device (a brand new one on the iPod Touch). All were connected in the backend to the same Sumup account. I noticed that the mail address / name of the Sumup account wasn't the same I use. I have disconnected the account and connected it again, so it now shows the current name of the account. I will keep an eye if that makes a difference and post here the result. Apart from that, I have also checked for network connectivity issues but couldn't find any. The fact that other face similar issues seems to suggest it's not network related.
Resistor Posted January 25 Posted January 25 Reconnecting the SumUp account in the backend hasn't solved the issue, unfortunately. We will investigate further and might try a Solo card reader.
Shinjin Posted January 27 Posted January 27 Hello, Thank you for your feedback, our team is currently investigating and we will provide you with updates as soon as we have any.
Resistor Posted February 6 Posted February 6 Last weekend we didn't seem to have any issues. And yesterday I noticed that a version 2.91 was available for Loyverse POS on iOS. I've installed that version on all our iPads. Does that version include fixes for this issue? The coming weekend we test as well with a Sumup Solo and monitor for issues.
Shinjin Posted February 7 Posted February 7 Hello @Resistor, Yes, our team has made additional improvements and released a new version of the Loyverse POS app for iOS, v.2.91. Please keep us updated on how the new version is performing for you as we will be waiting for your feedback.
Resistor Posted Tuesday at 08:06 PM Posted Tuesday at 08:06 PM As far as I've established, both of report by volunteers as well as a comparison of Sumup transactions reports vs. receipts in Loyverse, we haven't experienced the issue the last two weekends. Looks like the issue has been fixed 1
Shinjin Posted yesterday at 04:04 PM Posted yesterday at 04:04 PM Hello @Resistor, Thank you very much for your feedback. If you have any issues in the future, please let us know.
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