SumUp hangs on payment?

[LoyUser]

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]

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]

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]

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]

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]

Yes that's correct.

The same account as defined in Loyverse Back Office --> Payment Type.

They each have a dedicated SumUp AirReader.

[Shinjin]

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]

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]

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.