Troubleshooting

The card reader device is not connecting.

Verify that the you’ve selected the correct card reader in the app Settings.

1. Logout of the app if you are currently logged in.

2. Tap Settings and log in with the Administrator UserName and Password.

3. Verify that the card reader name selected is the correct model.

   

If the EPASS Mobile Pay app is not allowed to access the mobile device’s location, to connect to nearby Bluetooth devices, or connect with USB devices, then the card readers will not work. Selecting a card reader in the Settings screen will cause the permissions prompts to appear again if they had been previously denied.

The status of some payments in Payment History are marked as “Unknown”

This status occurs in the rare event when payment processing is interrupted due to a sudden network outage. Unknown status payments will resolve once you sync them with the EPASS Pay server.

To Sync Unknown Status Payments:

1. On the Home screen, tap View/Edit Offline Payments.

   

2. Tap the Sync button to sync the individual payment

   OR

   Tap Sync All to sync all the offline payments listed.

   

See Also

• Configure App Settings
• Synching Offline Payments