Use this guide when Nomni POS won't send the amount to your card machine, the terminal shows a pairing failure, or a card payment gets stuck on the POS. If you're mid-service and need to keep trading, see What do I do if my card payment device stops working?
A payment is stuck or the POS shows "Payment Failed"
Look at the terminal and its receipt first. Check whether the customer's payment was approved or declined.
If the terminal shows approved but the POS is still waiting, tap Force Complete on the POS and confirm. This records the sale without charging the card again.
If the terminal shows declined, cancelled or nothing at all, tap Cancel on the POS, then try the payment again or ask for another card.
Important: only use Force Complete when the terminal shows the payment as approved. If you're not sure, check the terminal's transaction history before charging the customer again, so they aren't charged twice.
Quick checks
Check the terminal is on, charged and showing its home screen.
Check the terminal and the iPad are on the same Wi-Fi network, not a guest network.
On the iPad, go to Settings > Wi-Fi, tap the i next to the network, and turn Private Wi-Fi Address off. If it's on, the iPad's address can change and the terminal loses it.
Update Nomni POS from the App Store. See How to update Nomni POS from the App Store.
Restart the terminal, then close and reopen Nomni POS.
Check the terminal is set up on this iPad
On Nomni POS, open Settings > Payment.
Tap your terminal provider (for example Tyro, Windcave, Adyen or Linkly). Check it's turned on and paired with this terminal.
Open Settings > Sync and tap SYNC PAYMENT INFO.
Try a small test card payment. It should appear on the terminal.
A second iPad (Slave) can't pair
Each iPad that takes card payments must be paired with its own terminal. Follow your provider's pairing guide on that iPad: Tyro, Linkly Cloud Connect, NomniPay.
"Failure Pairing" or the terminal address looks wrong
Check both devices are on the same network, not a guest network.
Check Private Wi-Fi Address is off on the iPad (see Quick checks).
Restart the terminal and Nomni POS, then pair again.
Don't reset or restart your router unless Nomni support or your network provider asks you to.
All cards are declining
If the terminal itself shows "declined" for every card, the problem is usually with your bank or payment provider, not Nomni POS. Contact your provider (for example Tyro, your bank, or Linkly) using the support number on the terminal or your merchant statement.
Still not working?
Contact us in the chat and include:
Your venue name.
Your payment provider and terminal model.
Which iPad is affected (Master or Slave) and your Device Register Code (Settings > Device Options).
The exact error message on the POS and the terminal (a screenshot helps), and when it started.
Which of the steps above you've already tried.