I have a problem with my SoundPay device. What do I do?
Tap on the following scenario to troubleshoot your SoundPay concern:
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Device Won't Power On:
- Check for Power: Press and hold the power button for 10 seconds. Look for any lights or signs of life on the device.
- Verify Charging: Use the original charger cable and adapter. Plug the device into a working power outlet. Let it charge for 15-30 minutes. Avoid overcharging the device by using a 5V 1A adapter for optimal charging.
If the device still doesn't turn on after trying the above steps, please reach out to Partner Support.
Rest assured that your QR code is still working, and you can continue accepting payments from your customers by checking your feature phone for transaction notifications.
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No Network Connectivity:
- Check Device Status: Look for the blue light on the device to see if it's connected to the network.
- Check SIM Card: Ensure the SIM card is inserted correctly and undamaged (bottom slot).
- Restart the Device: Turn the device off and on again. Check for the blue light to indicate a connection.
If the device still doesn't connect to the network after trying these steps, please reach out to Partner Support. Your QR code remains functional, and you can check your feature phone for transaction notifications.
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Device Won't Charge:
- Check the Charging Port: Make sure the charging port (top slot) isn't damaged or loose.
- Try a Different Charger: Use a different charging cable and adapter.
- Test a Different Outlet: Plug the device into a different power outlet.
- Monitor Charging: Look for a red light to indicate the device is charging. Press the power button to check the battery level.
If the device doesn't charge after 15-30 minutes, please reach out to Partner Support. Use your QR code for payments and check your feature phone for notifications.
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No Sound Notification:
- Check Feature Phone: Verify if the transaction was successful by checking your feature phone for transaction notifications.
- Check Device Sounds: Adjust the device's volume using the bottom rocker. Check if the device is making sounds like notification tones.
- Check Network Connection: Ensure the device is connected to the network (blue light). Listen for sound notifications after a transaction.
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Restart the Device: Press and hold the power button for 10 seconds. Try a test transaction and listen for sound notifications.
Need more help?
For other inquiries or concerns, check out the following articles