Find the problem you're having below and follow the steps to fix it. If you're still having trouble, contact us.

Your terminal won't turn on

Plug in your terminal and let it charge for a few minutes
Try turning it on again

If it still won't turn on, contact us.

Your terminal is offline

If you see You're offline, your terminal has lost its internet connection. The screen asks you to connect to the internet and try again.

Your terminal connects to the internet on its own. If you keep seeing this message, move to a spot with better signal, then try again.

Your terminal needs an internet connection to take payments.

If you can't sign in:

Check that you're using the phone number or email address for your Nomod account
If your secure code doesn't arrive, tap Resend code and try again
If you're on a Team, ask your account Owner or Admin to check that you've been added to the Team

If you still can't sign in, contact us.

Your terminal isn't set up

You may see one of these messages when you sign in:

Your terminal hasn't been set up yet
This terminal is linked to another account
This terminal's details don't match our records
This terminal has been blocked
You don't have access right now

If you see one of these messages, contact us so we can check your terminal. Tell us which message you see and include your Terminal ID.

If you see This terminal isn't set up while taking a payment, email [email protected] so we can set up your terminal for your business.

You can find your Terminal ID under Settings > Money > Terminal.

Your terminal needs to sync

Your terminal syncs with your Nomod account automatically. When you open Nomod, you may briefly see Getting your terminal ready. If a confirmation message appears, tap OK.

If you see Your terminal needs to sync:

Tap Sync terminal
Wait for the sync to finish
Try your next card payment

If you see Your terminal couldn't sync, move to a spot with better signal and tap Sync terminal again.

If it still won't sync, contact us.

A payment didn't go through

If your customer's card is declined, ask them to try another card or another way to pay.

If the screen closes during a payment or you see We couldn't confirm your last card payment:

Open your sales
Find the payment and check its status
Only charge your customer again if the payment isn't there or didn't complete

If you're still not sure whether the payment went through, contact us before trying again. This helps avoid charging your customer twice.

A receipt didn't print

If you see We couldn't print this receipt:

Check that the receipt paper is loaded correctly
Tap Print again
If it still won't print, tap Email to send the receipt instead

A printing problem doesn't affect the payment.

A refund didn't go through

Open the payment in your sales in the Nomod App
Check the refund status
Tap Retry refund to try again
If it still doesn't go through, contact us

Refunds are taken from your account balance. If your balance isn't enough to cover the refund, you'll need to wait for new payments to top it up before trying again.

If you're a Staff member, you can't refund payments. Ask your account Owner, Admin or Manager to process the refund.

While a refund is Pending, you can't start another refund for the same payment.

You forgot your passcode

Tap Forgot passcode?
Choose to reset it using your email address or phone number
Follow the steps to create a new passcode

You can't find a feature

What you can see and do on your terminal depends on your role in your Team.

Ask your account Owner or Admin to check your role if you can't find something you expect to have access to.

Contact us

If the steps above don't solve the problem:

Go to Settings > Money > Terminal
Tap Need help?
Tap WhatsApp us

You can also email [email protected].

Tell us what happened, any message you see and your Terminal ID so we can help you faster.

Never share your card details, passcode or secure code with anyone, including us.