Paymentsense / Dojo Troubleshooting

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.

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
• Greyed out "RESET TERMINAL" button
• Payment Matching Screen (reconnect and reconcile)

Unauthenticated error message

This error is shown when the user is not authenticated through Connect at the time when this message is displayed. Resolutions for this issue are,

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 try again.
2. The user used the old EXACT login credentials (not authenticated through Connect) and tries to process a payment that requires Pay, as the user is not connected through Connect, they won't have access to the payment feature. Solution: re-login to EXACT using Connect credentials.

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.).

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.