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      PaymentSense/Dojo Troubleshooting

      Common problems and solutions for PaymentSense/Dojo terminals

      1. The POS app can't locate the terminal.
        1. The most common reason for this by far (90% of queries) is that the API details have been entered incorrectly in the SumUp POS backoffice.
        2. Please double check with PaymentSense that you've been given the correct details for your specific terminal! Please also check that you have 'https://’ before the API Host.
        3. You can also check that the terminal itself is online and connected to the internet by following the steps here.
      2. The PaymentSense terminal is offline.
        1. Check that the terminal itself is online and connected to the internet by following the steps here.

      3. The "Unable to retrieve table list" error. 
        1. The table name is too long - ensure the table name is equal to or less than 8 characters long. If you have a table name that is too long, please void any current sale on the POS app, then rename the table in the back office > Setup > Table Layouts > refresh on the POS app > Go to Settle the table from the Dojo reader.