1. The contactless donation device isn’t turning on. What should I do?
Check the power source: Verify that the device is connected to a stable power outlet or has sufficient battery charge. Many devices won’t start with an empty battery even when connected to power. If it’s battery-powered, try charging it for at least 30 minutes before attempting to turn it on.
Inspect the cables: Look for any visible wear or fraying on the power cables. If damaged, replace them with manufacturer-approved cables. USB cables are inexpensive, and tough braided replacements are not expensive and readily available in online stores.
Try a different outlet: If using a power socket, test the device with a different outlet to rule out power supply issues.
Restart the device: Yes it’s a cliche. But if your device isn’t working how you expect, the simplest and often easiest fix is to turn it off and on again. People joke about this, but in many cases it does work. Hold down the power button on your device until given the option to shut down or restart. Let the machine sit powered off for a few minutes if you’ve shut it down, then restart it.
2. The device isn’t reading contactless cards
Ensure NFC is active: Some contactless features may need enabling by your bank or card issuer on your payment card or phone. Double-check with the donor. For phones to make contactless payments NFC has to be enabled on the phone. NFC stands for Near-field Communication and is the technology that allows phones and other devices to make contactless payments. This option has to be enabled on your phone, and you may also have to enable the feature in your phones wallet or banking app.
Card placement: Guide the donor to place their card parallel and directly against the reader without waving it around. Movement can disrupt signal processing.
Interference issues: Remove any nearby metallic objects or electronic devices that may interfere with the NFC signal.
Inspect the reader surface: Dirt, smudges, or scratches can hinder signal detection. Clean the surface gently with a microfiber cloth.
Firmware updates: Outdated firmware can cause compatibility issues. Sometimes the Sumup card reader will request a firmware update. Follow the instructions that appear on the device and only update when their is good connectivity.
3. Transactions are failing
Internet connectivity troubleshooting:
Check if the Wi-Fi signal is strong and stable. Weak signals can interrupt transaction processing. You can tell when your Payaz or CollecTin has a good connection when making a donation when the credit card appears on the screen over the device.
If using mobile data, ensure that there’s adequate coverage. Move to a location with better reception if needed.
Contactless limit: Check the card’s contactless transaction limit and suggest splitting the donation into smaller increments if possible.
Error codes: Take note of any error messages displayed and refer to the device manual or customer support for specific troubleshooting.
Software update: Access the settings menu in Give A Little to check if there’s a software update available that could fix transaction bugs.
4. The device screen is unresponsive
Clean the screen: Use a lint-free, slightly damp cloth (avoid excessive moisture) to clean the screen. Dust, grease, or grime can reduce responsiveness.
Remove obstructions: Check for screen protectors or coverings that might interfere with touch sensitivity.
Power cycle the device: Turn it off and wait at least 30 seconds before turning it back on.
Touch issues: Dry or older skin can lead to a lack of respeonsiveness with touchscreens. Try a touchscreen stylus pen, they are very inexpensive and easy to source.
Factory reset: If problems persist and as a last resort, perform a factory reset, following the manufacturer’s instructions. This will erase any custom settings, so proceed with caution.
5. The screen is blank or off
This is one of the most common requests for help we get. There are lots of reasons a device may sleep. The simplest cause is that it has been set to do so, so a dive into the tablet’s settings menu will usually reap dividends. Look for any setting that turns the screen off or makes it sleep.
Connectivity can be an issue. If the device has been disconnected from the internet for a while it may decide to sleep. Check if the device is connected to the internet. Is the SIM card subscription up to date? If you’re using a router, is it on and connected to the internet. Is the donation device connected to the router?
One of the benefits of using the Fully Kiosk app beyond security is that it features many options to keep devices awake and the screen on. Take a few minutes to explore the setting menu within Fully Kiosk.
6. The card reader doesn’t connect
Is the Sumup card reader on? Is the screen blank? Press the small button on the side of the card reader for a few seconds to wake the device.
Access the “connect card reader” option within the Give a Little app and follow the onscreen instructions
If these do not work, try a soft reset to the Sumup device. Disconnect the power from the Sumup reader, by disconnecting the whole device from charging, or just removing the Sumup reader itself. Hold down the Sumup power button for a few seconds to switch it off. Once off release the button. Wait 30 seconds then hold down the button again, keep holding and the Sumup reader will reset, when you hear a beep or see the message “release for BT” it’s time to let go.
The Sumup reader should now either autoconnect to the donation device, or connect successfully when you use Give a Little’s connection menu.
7. How do I update the device’s software?
Accessing the update feature: Navigate to the settings menu on the device. Look for “System” or “Device Management,” and select “Software Update.”
Stable internet connection: Ensure the device is connected to a stable Wi-Fi or mobile network during the update process.
Update Give aALittle: The option to update the Give A Little app appears in the menu which swipes in from the left hand side.
Download and install: Follow on-screen prompts to download the latest version of the software. This may take several minutes, depending on the update size.
Avoid interruptions: Keep the device powered on and avoid interrupting the update process to prevent errors.
Get further advice and help for the Payaz Device and the CollecTin Device.