Kiosk Troubleshooting

Use this guide to identify and fix common setup and donor-facing issues with Giving Kiosk. 

 

Common Issues and Fixes

Device Will Not Register

Wait for a new registration code and try registering again. Registration codes are time-sensitive and will expire if not used promptly. Make sure the iPad has internet access during registration.

User Doesn't Know Their PIN

Confirm that the user has been added in the Device Settings section of the Giving Admin Portal. If the PIN is lost, the user can tap Reset PIN on the page that asks for their PIN. Registering the device does not, by itself, give access to settings—a user PIN is required.

Card Reader Will Not Connect

Restart the Moby 5500 reader, then try pairing again in the Kiosk app. Don’t rely solely on the iPad's Bluetooth settings. Ensure the reader is powered and held against the iPad.

We highly recommend maintaining power to the iPad and the reader whenever they are in use. 

Donors Cannot Complete Payment

Have an authorized user with a PIN tap the lock icon and enter their PIN. Tap settings and verify that the card reader is attached. Confirm the internet connection, as payments cannot be processed offline.

A Payment Was Declined

A decline usually indicates an issue with the donor's card—such as insufficient funds, an expired card, or a block by the card issuer. No charge is applied on a decline. Invite the donor to try another card or use a mobile wallet.

Donor Record Did Not Match

Confirm that the donor requested a receipt and entered accurate identifying information. Matching is based on the information entered at the receipt step, not the card or mobile wallet used. If a duplicate donor is created, merge the donors.

Wrong Experience Is Displayed

Unlock the Kiosk and switch to the proper mode. 

Branding Image Looks Wrong or Will Not Upload

Check that the image meets the size and format requirements. Replace oversized or low-contrast artwork with a simpler, high-contrast version. Refer to this help article.

 

Credit Card Reader Troubleshooting

The Card Reader Won't Charge

  • Check that the USB-C cable is fully inserted into both the charger and the card reader.
  • Try a different power outlet or USB port to rule out a power supply issue.
  • Inspect the USB-C port on the card reader for debris. Gently clean it with a dry cloth if needed.
  • If the LED doesn't light up after 30 seconds, the device may need service. Contact Igenico support.

The Card Reader Won't Connect to iPad

  • Ensure the card reader is powered on (blue LED should flash).
  • Check that Bluetooth is enabled on your iPad. Go to Settings > Bluetooth and verify it's On.
  • While connecting the card reader, hold it against the iPad.
  • Unpair the device from your iPad's Bluetooth settings and pair it again using the Kiosk app.
  • Restart both devices and try connecting again.

The Card Reader Disconnects During Payment

  • Check the battery level—a low battery can cause connection drops. We highly recommend that power be maintained to the iPad and the reader whenever they are in use.
  • Ensure there are no other Bluetooth devices interfering. Move them away or temporarily turn them off.
  • Move closer to your iPad to strengthen the Bluetooth signal.
  • Restart the card reader and reconnect it to the Kiosk app.

Payment Processing Fails or Times Out

  • Verify that your iPad's internet connection is stable.
  • Check the battery level of your card reader. A low battery can affect transaction processing. We highly recommend that power be maintained to the iPad and the reader whenever they are in use.
  • Try processing the payment again after waiting a few seconds.
  • If the issue persists, contact your payment processor or Kiosk support for assistance.

The Card Reader LED is Solid Red

  • A solid red LED indicates an error or a low battery. We highly recommend that power be maintained to the iPad and the reader whenever they are in use.
  • If the LED remains red after charging for 30 minutes, the device may have a hardware issue. Contact Igenico support.

Restarting the Reader

If the card reader becomes unresponsive, restart it by pressing and holding the power button for 5–10 seconds until it shuts down. Wait a few seconds, then press the power button again to turn it back on.

 

Maintenance and Care

  • Keep the card reader clean and dry. Wipe the exterior with a soft, dry cloth.
  • Avoid exposing the device to extreme heat, cold, or moisture.
  • Store the card reader in a safe place when not in use. A protective case is recommended.
  • We highly recommend that power be maintained to the iPad and the reader whenever they are in use.

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