Troubleshooting Acendy POS

Troubleshooting the Mystore Cash Register App

This section explains how to reset the Mystore cash register app if it becomes unresponsive. A full reset may be necessary if simply restarting the app or clearing the cache doesn't solve the problem.

Resetting the App

1. Go to Settings on your iPad.
2. Find the Datakasse app in the list and tap it.
3. Tap Resett butikk (Reset store) to enable the function.
4. Close the Datakasse app.
5. Re-open the Datakasse app and log in.

Important: After you reset the app, remember to reconnect the bank terminal.

Payment Approved, but No Order in the Register?

Sometimes a payment is completed on the bank terminal or Vipps, but an order isn't created in the cash register. Here's how to handle this:

Bank Terminal (V400M)

First, check the transaction directly on the terminal:

1. Press 8 → Green circle → Historikk (History).
2. Find the transaction and check its Final state and Capture.

If Final state shows Approved and Capture shows Sent, the transaction is complete, and the customer will be charged. Note down the Merchant reference from the terminal.

To record the sale, create a new manual order for the same products or amount, complete it as a cash payment, and then send the information to customer service.

If the transaction is not complete, Final state will show Cancelled or Declined. The customer must then complete the purchase again.

Vipps (Norway only)

To confirm a Vipps transaction, check the customer's receipt in their Vipps app under Betalinger (Payments) → Historikk (History). If the status is Godkjent (Approved), the transaction is fine. Note down the reference from the order.

To record the sale, complete it as a cash payment and send the order number and the reference from the customer's receipt to kundeservice@mystore.no with the subject line "Order not created - Vipps."

Terminal Connectivity

The status of the connection between the cash register and the terminal is shown by a symbol at the top of the app.

• Green: The terminal is connected and ready.
• Red: There is an unknown connection issue.
• Gray: The terminal is not visible to the register.

If the symbol is gray or red, follow these steps:

1. Go to the terminal's main menu by pressing 9 → Green circle → enter your PIN → Green circle (for the V400m terminal).
2. Check that both the terminal and iPad are connected to the internet. On the terminal, go to Hovedmeny (Main Menu) → Nettverk (Network) → Wi-Fi.
3. Check the terminal's connection via PSP. Go to Hovedmeny (Main Menu) → Nettverk (Network) → Diagnostikk (Diagnostics) → PSP → Tilkobling (Connection).
4. If the PSP test does not show Success, restart your equipment. On the terminal, go to Hovedmeny (Main Menu) → Slå av (Turn Off). For the router, disconnect the power for 10-15 seconds.

Frequently Asked Questions (FAQ)

Long Loading Time or White Screen?

This is often caused by network issues or a need to restart the app.

iPad Keyboard Isn't Appearing?

A connected wireless scanner can override the iPad keyboard. Try pressing the scanner button twice without scanning anything to resolve this.

Updates

Keep your equipment updated. Regularly check for updates for the terminal, iPad, and cash register app. The cash register app requires the latest version of iOS.

To update the terminal software: Press 9 → Green → enter your PIN → Green → Programvareoppdatering (Software Update).

Power

Keep the terminal connected to power for optimal function. The battery level should not drop below 10%.