Pay at Table Troubleshooting

General Pay at Table troubleshooting:

— First, ensure the terminal and main iPad are connected to the same network.

— If they’re on different networks (e.g., the terminal uses 4G instead of Wi-Fi), the terminal won’t be able to find the Main iPad or retrieve the list of open orders.

— Keep the main iPad open on the Lightspeed app using Guided Access. If they only have one iPad and need to use it for other tasks like managing music or clocking in, set up an Apple automation.

Issue with Pay at Table: Error message “The Server Returned an Error”
appears when attempting to connect

First steps: Ensure terminals are up to date, power off the devices and test again.

Next: confirm the payment terminal and POS are on the same network. Then, reboot both devices, delete and redownload the app, and generate a new Connection Code.

If the above steps don’t work, ensure the iPad has the following settings configured:

Settings > Wi-Fi network > i > DISABLE “Private Wi-Fi address”
Settings > Privacy & Security > Location Services > ON
Settings > Scroll down to Restaurant > Location > While Using the App
Settings > Privacy & Security > Local Network > Ensure Restaurant App is ON
Set a device-level passcode in iOS settings
Ensure time zones are set correctly

Pay at Table isn’t working when entering the correct identifier (code) on terminals:

Situation: When entering the code, users are immediately returned to the main screen. They’re using the correct code with an active POS user, and all devices are running the latest app version.

Check the following:

Do regular integrated payments work?
Are device-level passwords set at the iOS level?
Are terminals assigned?
Are all devices on the LSK network?
Is the local identifier added to the user?
Is the correct order type set in Configuration?
Are the terminals in another Back Office (if so, delete them there to make them appear in the correct one)?

Issue: Pay at Table (NYC1) devices not connecting to the Back Office

Situation: When selecting Tap to Pay to finalize the transaction, a red screen with error message shows up:

Error:
AdyenPOS.AdyenPOSError error 16

Solution: All devices (iPad/iPhone) must have a PIN code set up to use the NYC1.

Other Requirements:

The NYC1 must be paired to only one device through the POS app (not through the iPad’s Bluetooth settings).
If they claim to have a PIN code set, try removing and re-adding it. Then reboot the iPad (both by turning it off and on and by force-quitting the app).
Tap to Pay on iPhone is, as the name suggests, only available on iPhones.

Other Troubleshooting:

Force-quit the app on all iPads (double-tap Home, swipe up, wait 15 seconds) and try again. This often resolves the issue.
Explanation: The most likely cause is the Mobile Tap being paired to multiple devices. Now that all devices have passwords set, unpair the Mobile Tap from all devices it’s been connected to. Factory reset the Mobile Tap for good measure. Then re-pair it to one device and test.

If Tap to Pay works on iPhone but not on a specific iPad:

Try a factory reset of the Mobile Tap:

Unpair/disconnect the Mobile Tap from the device.
Hold down the power button on the Mobile Tap for 10 seconds until it beeps.
Re-pair and try again.

Static IP Address and Payment Terminals

Situation: After completing the hardware setup, the merchant was instructed to contact their ISP to reserve IP addresses for their payment terminals (2x S1F2). They received the reserved IP addresses and are now asking how to assign them to the terminals.

Solution:

It’s not necessary to assign static IPs if the addresses are already reserved on their network—and it’s actually counterproductive.
DHCP reservation means the payment terminals (or any device with the reserved MAC address) will always receive the same IP address when connecting to that network. At this point, assigning it statically to the terminal is entirely unnecessary.
If they ever experience a network outage and need to use a different network, the terminals would need to be set back to DHCP to connect. It makes no sense to configure both a static assignment and a DHCP reservation.
Explanation: We typically set terminals up as static because it’s more work to have the merchant contact their network manager or ISP to complete the reservation.

Learn more

Issue: Trouble connecting the S1F2 terminal

Situation: The terminal appears under Financial services but not in Hardware > Terminals.

Solution:

First, try updating the terminal and refreshing terminals in the BO multiple times. Select Fetch data from Lightspeed payments.
Try connecting the terminal directly from the POS.
If you get an Expired code error message (even when using a new code), update the S1F2 terminal’s firmware to the latest version:
Go to Settings > tap the Terminal image at the top > Software Version > Passcode: 5773 > tap Update.

Error message: `Terminal not connected. Please pair this terminal to a POS register before using Pay at Table.`

Solution: These errors are generated by the terminal. We have limited control over them.

Other known errors include:

INVALID_PIN: The user has entered an incorrect PIN too many times, causing the terminal to refuse the transaction.
Cannot be paid with this card: This likely occurs when you start a split payment with Pay at Table using an unsupported card (e.g., the restaurant doesn’t accept AMEX).
Number of splits is not proper: There may be an upper limit to the number of splits.

Error message: Unable to proceed: That employee identifier is unknown. Check the number and try again.

Solution: Pay at Table doesn’t work on passive devices (though this should be transparent to the user).

lightspeedhq.com