What to do if the terminal doesn't respond?
SumUp and card terminalsIf a payment starts at the screen and the card terminal doesn't respond, first check the power, internet and assignment. If the screen shows a message, it usually already tells you what's causing it.
Check first
- Step 1: Is the Solo switched on and its battery charged?
- Step 2: Is the Solo connected to the internet? It receives every payment via the internet.
- Step 3: Is the screen online? Without internet, it doesn't accept donations. You can see the status of your screens under Screens, see Understand screen statuses.
- Step 4: Does the card terminal belong to this screen? Under Terminals, each card terminal shows which screen it accepts payments at.
- Step 5: What status does the card terminal show under Terminals? Unreachable means that SumUp can't reach the card terminal at the moment. With Import from SumUp, you fetch the current state.
Messages on the screen
| Message | What to do |
|---|---|
| Diesem Bildschirm ist kein Terminal zugeordnet. (No card terminal is assigned to this screen.) | Assign a card terminal under Terminals. |
| Das Terminal ist nicht bereit. (The card terminal isn't ready.) | The person who paired the card terminal opens Terminals and clicks Pair card terminal. If the Studio offers Connect with SumUp there, they reconnect SumUp. Otherwise, SadaqaNow support can help. |
| SumUp ist für dieses Terminal nicht verbunden. (SumUp isn't connected for this card terminal.) | Contact the person who paired the card terminal. They open Terminals and click Pair card terminal. If the Studio offers Connect with SumUp there, they reconnect SumUp. Otherwise, SadaqaNow support can help. |
| Die Verbindung zu SumUp ist abgelaufen. (The connection to SumUp has expired.) | As with the message above: the person who paired the card terminal or SadaqaNow support can help. |
| Das SumUp-Konto des zugewiesenen Terminals ist nicht verbunden. (The SumUp account of the assigned terminal isn't connected.) | This message appears while the screen is being set up. Here too, the person who paired the card terminal or SadaqaNow support can help. |
| Das Terminal hat die Zahlung nicht angenommen. (The card terminal didn't accept the payment.) | Check the Solo's internet connection and battery, and try again. |
| Payment not completed | The payment was cancelled or declined at the card terminal. The donation didn't go through. Try again, possibly with a different card. |
| Checking the payment status. Please do not pay again. | The result isn't clear yet, for example because an earlier payment is still open. Wait, and don't pay a second time. |
| The confirmation is taking longer. Please do not pay again. | The result is still being requested from SumUp. Don't start a second payment. |
| Zahlungsauftrag wird noch geprüft. Bitte am Terminal abbrechen. (The payment request is still being checked. Please cancel at the terminal.) | The screen can't cancel the payment right now. Cancel it at the card terminal. |
| Keine Verbindung zum Zahlungsdienst. (No connection to the payment service.) | The screen has no connection. Check its internet connection. |
| Zahlung konnte nicht gestartet werden. (The payment couldn't be started.) | Try again. If it keeps happening, check the internet, the card terminal and the assignment. |
| Dieser Spendenzweck ist für diese Gemeinde nicht verfügbar. (This donation purpose isn't available for this community.) | The campaign has been paused or deleted in the meantime. Choose a different purpose. |
| Dieser Betrag passt nicht zu diesem Spendenzweck. (This amount doesn't match this donation purpose.) | The amounts have been changed in the meantime. Choose one of the amounts offered. |
| Dieser Betrag ist ungültig. (This amount is invalid.) | A donation can be at most €10,000. Choose a smaller amount. |
| Kartenzahlungen sind gerade nicht möglich. (Card payments aren't possible right now.) | This isn't caused by your setup. Try again later. If the message persists, contact SadaqaNow support. |
| Donations are not possible at this screen at the moment. | Your community's subscription has ended. More on this in the next paragraph. |
If the screen shows “This screen is temporarily out of service. Donations are not possible here at the moment.”, your community's subscription has ended. It then declines a donation that has just been started with “Donations are not possible at this screen at the moment.” The card terminal isn't the cause. Find out more in Cancel the subscription.
If nothing helps
- Step 1: Unpair the card terminal under Terminals.
- Step 2: Display a new pairing code on the Solo and pair it again.
- Step 3: Then assign it to the screen again.
If that doesn't help either, write to us at info@sadaqa-now.de or call us on +49 159 04833794. Please tell us which screen it is and the message it shows.
Related articles
- Rename, reassign or unpair a card terminalChange the name, give the card terminal to another screen or unpair it completely: you can do all of this under Terminals.
- Assign a card terminal to a screenA screen only accepts card payments and completes its setup once a card terminal has been assigned to it. Here's how to assign one.
- What happens if the internet goes down?If the internet goes down, the screen keeps showing its template with all images and the stored prayer times. Card donations are only possible again once the connection is back.
More on “SumUp and card terminals”
- Connect the SumUp accountCard donations go directly to your community's SumUp account. Here's how to connect it to the Studio and what happens next.
- Set up the SumUp SoloSwitch it on, choose a language, sign in and connect to Wi-Fi: this is how you set up the SumUp Solo before pairing it with SadaqaNow. Includes a German-language video from SumUp.
- Pair the SumUp Solo with SadaqaNowThe Solo shows a pairing code under “Cloud API”, which you enter in the Studio. This is how you connect the card terminal to SadaqaNow.
- Which card terminals are supported?SadaqaNow works with the SumUp Solo. Here you can read what the Solo needs and how many card terminals your community requires.
- Why can't I see a card terminal in the list?Terminals only lists card terminals that you've paired yourself or imported from SumUp. Here are the most common reasons and what helps.
Still have questions?
Write to us at info@sadaqa-now.de and include the name of your community. That way we can help you as quickly as possible.