Kayana mPOS Troubleshooting FAQs: Common Issues and Solutions

This FAQ guide helps you resolve common issues when using the Kayana mPOS application on your card reader.

General & Setup

Q: My mPOS app is not syncing. What should I do?

Tap the Refresh (↻) icon on the Home Screen to manually sync the device. If it still does not update, restart the terminal.

Q: The Home Screen is not loading properly. How can I fix this?

Restart the card reader and allow it to fully reload. Check that the device is connected to the internet.

Q: Where can I access settings and reports?

Tap the Menu (☰) icon on the Home Screen to open the admin menu.

Payment Issues

Q: I cannot take a card payment. What should I check?

Make sure:

• The device is online
• The correct amount is entered
• The customer presents their card correctly
• The terminal is not showing an error message

If the issue continues, restart the device.

Q: A payment has failed. Can I retry immediately?

No. Avoid repeated attempts. Wait a moment, check connectivity, then try again. If failures continue, contact Support.

Q: The customer’s card is not being detected. What should I do?

Ask the customer to:

• Reinsert, tap, or swipe again
• Use a different payment method if available

Check that the reader is responsive and not frozen.

MOTO (Mail Order / Telephone Order)

Q: When should I use MOTO payment?

Use MOTO when the customer is not present and provides card details remotely (by phone or email).

Q: My MOTO payment is being declined. Why?

Common reasons include:

• Incorrect card details
• Insufficient funds
• Bank security checks

Recheck the entered details and retry once. If declined again, advise the customer to contact their bank.

Pre-Authorisation & Tabs

Q: What is Pre-Authorisation used for?

It places a temporary hold on customer funds for tabs or deposits. No money is taken initially.

Q: My pre-authorised payment is not showing for capture. What should I do?

Check Authorisation Capture and refresh the device. If the order is missing, restart the terminal.

Q: Why hasn’t the held amount been charged yet?

Funds are only taken when Authorisation Capture is completed.

Orders (Takeaway & Dine In)

Q: I cannot place a Takeaway or Dine In order. What should I check?

Make sure:

• You have confirmed age verification (if prompted)
• Items are added to the cart
• You complete checkout and payment

Restart the app if buttons are unresponsive.

Q: The menu is not loading on my device. How do I fix this?

• Tap Refresh
• Check internet connection
• Restart the terminal

If the menu still does not appear, contact Support.

Q: My order did not go through after checkout. What should I do?

Check Ongoing Orders to see if it is pending. If missing, retry only after confirming payment was not taken.

Ongoing Orders

Q: What are “Ongoing Orders”?

They are unpaid or unsettled transactions, including active tabs.

Q: An order is stuck in Ongoing Orders. How can I close it?

Complete payment or use Authorisation Capture if pre-authorised. If it cannot be closed, contact Support.

Reports & Admin

Q: I cannot access Summary or Z-Reports. Why?

You must enter the correct admin PIN. If the PIN is incorrect, access will be blocked.

Q: My report is not generating. What should I do?

• Check internet connection
• Restart the device
• Try again from the menu

If the issue continues, contact Support.

Q: How do I email reports?

Open the report and tap the email icon to send it to your registered address.

Settings & Configuration

Q: I cannot enable Pre-Authorisation in settings. Why?

Some features may depend on your payment provider (PSP). If unavailable, contact Kayana Support.

Q: How do I change the language on my terminal?

Go to Menu → Settings → Language and select the required option.

Q: My settings changes are not saving. What should I do?

Restart the device and reapply the settings. Make sure the terminal is online.

Device Performance

Q: The card reader is frozen. What should I do?

• Wait up to 2 minutes
• Restart the device
• Allow it to reload fully

If freezing happens regularly, contact Support.

Q: The terminal is running very slowly. How can I fix this?

• Refresh the system
• Close unused screens
• Restart the device
• Check internet speed

Compliance & Verification

Q: Why am I asked to confirm age verification?

This is required for legal compliance when selling age-restricted items.

Q: Can I skip age verification?

No. You must confirm it to proceed with the order.

Refunds & Next Steps

Q: How do I refund a payment?

Refer to the How to Refund a Transaction guide for step-by-step instructions.

Q: Who should I contact if none of these steps work?

Contact Kayana Support if:

• Payments keep failing
• Orders cannot be completed
• Reports do not generate
• The app does not load

Next Steps

For step-by-step instructions on processing payments, placing orders, managing tabs, and accessing reports, see:

Using the Kayana mPOS Application on Your Card Reader

This related guide walks you through everyday mPOS tasks and helps you understand how each feature works, so you can prevent issues before they occur.