If you are experiencing issues with Paymentsense/Dojo payment terminals, please search this article for the issue and the resolve. If you are still experiencing issues please contact Dojo themselves or the EXACT support team.

You can access support from within EXACT, click Live Chat to get in touch with our friendly support team or ask our support bot to search for help articles from the EXACT help centre.

Unauthenticated error message

This error is shown when an EXACT user is not authenticated in Connect when a payment was attempted. You can resolve this with the following options;

1. If the user has logged in via EXACT/Connect, the authentication token may have timed out after 12 hours of leaving EXACT open.
   • Log out and back into EXACT and then attempt to take the payment again.
2. Check your user profile is authenticated using cloud authentication.
   • Go to configure - user settings.
   • Tick the option to use cloud authentication.
   • Close EXACT and load it again.
   • You will be prompted to reset your password, complete this process
   • Once logged in, attempt to take the payment again.

Greyed out "RESET TERMINAL" button

Only users who have the “manage terminals” permission on their Connect account enabled have the ability to perform terminal related actions including “reset terminal”. (This permission is off by default so as to prevent non-authorized users from overriding live transactions).

Solution

1. Have a user with Admin user role permissions login and perform the Reset terminal. 
2. Check the “manage terminals” permission for the user, this user will now have this button enabled as well as other terminal related functionalities (activation etc.).

You can access support from within EXACT, click Live Chat to get in touch with our friendly support team or ask our support bot to search for help articles from the EXACT help centre.