Troubleshooting | SpotOn Counter

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1 Troubleshooting Hardware Issues
2 Transaction Troubleshooting
- 2.1 Payment Screen Does Not Default to Counter CC
- 2.2 Multiple Cards Detected Error

Troubleshooting Hardware Issues

The device might not be seated properly on the base. To make sure it does, try gripping it by the sides and pushing forward.
If that fails, there is a button to release it, need a small screwdriver to remove the button cover on the base. With the button cover removed, check that the pins on the base are straight and put the unit back on and replace the button cover.

Transaction Troubleshooting

Payment Screen Does Not Default to Counter CC

Action	Display

Action	Display
In BOH go to Payments Select the payment type Counter CC In General Information make sure the Sort Order is set to 1

Multiple Cards Detected Error

It’s known issue that may occur on SpotOn Counter while making a payment using virtual wallets (i.e. Google Pay, Apple Pay, Samsung Pay). If user has many cards stored in the virtual wallet it can cause the Too Many Card Detected error.

Action	Display

Action	Display
If this error displays, simply advise the customer to select a specific card from their virtual wallet before placing their smartphone near the NFC reader.