FAQ

General FAQ

Why are you guys doing this?


The payment world is moving towards digital. We believe that cashless is the future. However, we see the friction and difficulties faced by SMEs in adopting digital payment due to cost and transitional complications. Thus, we are developing our solutions specially for SMEs to ease their adoption of digital payment acceptance.




What is your core objective? Why does your business exist?


We seek to challenge the status quo in existing payment options available for SMEs. Our solutions enable SMEs to go digital and even expand beyond borders cost effectively.




How do your solutions fulfill this objective?


We are introducing a suite of solutions that enable SMEs to smoothly transition their business into the digital age by adopting cutting edge payment technologies. A great deal of planning and design has been done to ensure that the transition can be carried out cost effectively with minimal disruptions to their business operations.





Device - Troubleshooting

The receipt has pink or red stripes on the paper?


The receipt roll is almost out of paper, please replace the receipt roll.




The device is not printing any receipts, or the receipts prints are unclear or incomplete?


Ensure the receipt rolls are not wet and the correct side of the paper rolls is placed.

  1. Open the receipt printer cover and remove the thermal paper roll

  2. Make sure that no paper or debris is stuck anywhere (to the cutter or inside the paper compartment)

  3. Check if there are any loose or broken parts

  4. Clean the heating mechanism with a dry cloth

  5. Put back the paper roll and reboot the device (ensure correct side of the paper roll is facing up and 1-2 inches is outside before closing the cover)

If problem persists, kindly contact our helpdesk on 6747 2727 from 9am - 9pm, Mon-Fri. Our customer service representative will require your device details (Customer Code, Merchant ID and Terminal ID) to assist you promptly.





Unable to connect to host.


  1. Press and hold the power button on the left side until an option menu is displayed
  2. Select reboot and try again.
  3. Ensure that there is Network connectivity (4G signal displayed at the top right of the screen).
  4. If problem persists, kindly contact our helpdesk on 6747 2727 from 9am - 9pm, Mon-Fri. Our customer service representative will require your device details (Customer Code, Merchant ID and Terminal ID) to assist you promptly.




The device does not turn on.


Make sure you have connected all necessary items that were delivered with the device.

  1. Ensure that the original power cord is plugged in and is charging the device for at least 30 minutes.
  2. Hold the power button on the left for at least 3 seconds.
  3. If the device still does not start, kindly contact our helpdesk on 6747 2727 from 9am - 9pm, Mon-Fri. Please get ready your Customer Code, Merchant ID and Terminal ID before you call.




The battery is experiencing a problem.


Ensure that the power cord is plugged in fully and the LED indicator is lighted up. Charge the device for at least 30 minutes.

  1. If the battery is still not charging, try connecting to a different charger, if applicable. If the problem is resolves, contact us and we will replace the charger with you.

  2. Ensure that the connector plugged into the device is not dented or damaged. (Please see picture illustration below)

  3. Remove the battery from the back of the device. Make sure there is no debris between the battery connector and the device. Place the battery back in the device. Restart the device.
  4. If problem persists, kindly contact our helpdesk on 6747 2727 from 9am - 9pm, Mon-Fri. Our customer service representative will require your device details (Customer Code, Merchant ID and Terminal ID) to assist you promptly.

Tips: Charge your device overnight for better experience.




The charger is not charging the battery.


The charger is broken or the input on the device is broken.

  1. Check if the charger works with other devices of the same model.
  2. Check the charger input and output for any damage, dust or debris.
  3. If this does not resolve your issue, kindly contact our helpdesk on 6747 2727 from 9am - 9pm Mon-Fri and we will replace the charger with you. Our customer service representative will require your device details (Customer Code, Merchant ID and Terminal ID) to assist you promptly.
Tips: Although the charger looks similar to your phone charger, please do not use your phone charger on the device. It will damage both the device and your charger.




The device is not connected, e.g it says, "Network not connected".


  1. Switch the device off and on and try again.
  2. If you're still having problems, call our helpdesk on 6747 2727 from 9am - 9pm Mon-Fri. Our customer service representative will require your device details (Customer Code, Merchant ID and Terminal ID) to assist you promptly.




The device's contactless payments are not working.


  1. Hold the credit card nearer to the contactless reader
  2. Place the credit card near the reader for 2-3 seconds.
  3. If you're still having problems, kindly contact our helpdesk on 6747 2727 from 9am - 9pm Mon-Fri. Our customer service representative will require your device details (Customer Code, Merchant ID and Terminal ID) to assist you promptly. In the meantime, please insert the credit card as alternative to accept payment.




The payments are being declined.


  1. Ensure that the card channel is acceptable in your device.
  2. Let the shopper try a different card or try the same card in a different device.
  3. Check that the device is connected
  4. If problem persists, contact our helpdesk on 6747 2727 from 9am - 9pm, Mon-Fri. Our customer service representative will require your device details (Customer Code, Merchant ID and Terminal ID) to assist you promptly.




Your device is tampered.


Tamper detection is a protection mechanism to guarantee secure processing. It prevents unauthorized persons from adjusting the device. As the device’s security has been breached, kindly contact our helpdesk on 6747 2727 from 9am - 9pm, Mon-Fri and we will replace the device for you. Our customer service representative will require your device details (Customer Code, Merchant ID and Terminal ID) to assist you promptly.




Where can we purchase thermal paper rolls for the devices?


Paper Rolls Size: 57x 40 to 50 x12mm (Width) x (Outer Diameter) x (Inner Core)

Castles Technology Singapore Pte Ltd

sg_support@castech.asia

SME Printing & Office Supplies Pte Ltd

sales@sme-pos.com

Home n Office Products Pte Ltd.

enquiry@homenoffice.com.sg

Legacy Office Supplies Pte Ltd

sales@legacyoffice.com




Other questions?


Kindly contact our helpdesk on 6747 2727 from 9am - 9pm, Mon-Fri. Our customer service representative will require your device details (Customer Code, Merchant ID and Terminal ID) to assist you promptly.





Reporting/Settlement

When will merchants receive the transaction amounts for the day?


All transaction amounts will be credited to the merchant’s designated bank account on the agreed settlement date.





Loss of Accessories

Replacement of missing accessories?


Kindly contact our helpdesk on 6747 2727 from 9am - 9pm, Mon-Fri for replacement. Please note that replacement and transport fees are applicable.





Training

Unsure how to use the payment devices?


We provide training during installation or collection of devices. Should you require additional training, kindly contact our helpdesk on 6747 2727 from 9am - 9pm, Mon-Fri or email your request to contactus@oisbizcraft.com.





Contact Us to find out more!

OIS Bizcraft Pte Ltd

OIS Building​, 13 Tannery Lane, #01-01, Singapore 347776

 

Operating Hours: 8.30am to 6pm, Mon to Fri

 

Tel: 6745 5800

Email: contactus@oisbizcraft.com

Copyright by OIS Bizcraft Pte Ltd - Your Business White Knight

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