We’re sorry that it’s not all plain sailing with your Yoco Neo. Whether you’re struggling with poor connectivity, dealing with battery issues, finding printing a challenge, or there’s something else holding you up, we’re here to help. Let’s get started!
First things first: Make sure your software is up to date
Before you attempt to solve any other problems, we recommend that you start by updating the software on your Yoco Neo. We’re constantly working to improve the Neo experience and by regularly updating the software on your card machine, you can ensure that your business is benefiting from all the latest features and performance enhancements. While updates automatically install each time you switch on your Yoco Neo, you can also check for and install them manually by heading to Menu > Check for Updates.
Problem #1: Poor connectivity is preventing you from transacting
Solution: Follow these quick and easy steps to reset your Yoco Neo SIM and connect it to a new network.
Turn your Yoco Neo off using the power button.
2. Turn your Yoco Neo back on while holding down 4 on the keypad.
3. Release the 4 key when the ‘Hello’ screen displays.
Note: Your Yoco Neo will take 2–5 mins to connect to the new network.
Problem #2: You’ve lost your Yoco Neo SIM card
Solution: If you’ve removed your Yoco Neo SIM from your card machine and lost it, we’ll need to suspend the original SIM card and issue you with a replacement card. Please contact our team via live chat in the Yoco app or via email to start this process.
Important: We don’t recommend ever removing your Neo SIM from the card machine!
Problem #3: Your Yoco Neo reads ‘Insert SIM’ when you switch it on for the first time
Solution: Follow the instructions below to get your Yoco Neo back up and running.
Make sure that your Yoco Neo is connected to a power source (so that it doesn't power off by itself) or update your Auto Shutdown setting to 30 minutes.
Switch on your Yoco Neo using the power button.
Give your Yoco Neo a full 10 minutes to find a connection.
Still not finding a connection after 10 minutes? Switch your Yoco Neo off and repeat steps 2 and 3.
Still not winning after repeating the process? Carry out a SIM reset by holding down 4 on the keypad.
Still seeing the ‘Insert Sim’ message after completing a SIM reset? Arrange a replacement card machine by contacting our team via live chat in the Yoco app.
Problem #4: You’re unable to log in to your Yoco Neo
Solution: This could be happening because your card machine hasn’t yet been assigned to your business. Please contact our team via live chat in the Yoco App.
Problem #5: Your Yoco Neo battery isn’t charging properly
Solution: Always use a USB-C cable to charge your Yoco Neo and charge it from a wall socket – not a laptop or another device. If you’re doing both and you’re still struggling, try replacing the cable.
Problem #6: Your Yoco Neo isn’t reading card chips
Solution: Follow the steps below and if the problem persists, contact our support team via live chat in the Yoco App. If your card machine is still under warranty (12 months from the date you received it), we'll organise a replacement.
Make sure you're putting the card into the machine correctly – it should be face-up with the numbers visible and the chip inside the card machine.
Retry the transaction using a different card – the chip on the first card may be worn or damaged.
If the new card isn’t working, shine a torch or bright light into your Yoco Neo’s card slot. If you’ve carried your machine loose in your bag, there’s a chance that paper, tissue or a tiny object may have fallen into the slot. If you spot something, remove it as gently as possible to avoid damaging your machine.
Problem #7: Your Yoco Neo Plus isn’t printing receipts
Solution: Start by making sure that your Yoco Neo Plus is correctly inserted into the stand:
Press the blue button to open the charging cradle and release your Yoco Neo.
Insert the bottom of your Yoco Neo into the stand, then clip the top in place.
Next, check your printer settings.
Switch off your printer.
Go to Payment settings > Printer and select 'Ask to print' if you want to ask your customer whether they want a printed receipt, or ‘Automatic’ if you want your card machine to print receipts automatically.
Switch your printer back on.
Lastly, insert the paper roll:
On the back of the charging stand, gently push and pull on the edge clip that sits right where the black part of the casing makes a big bulge.
Holding the paper roll with the end of the roll visible on top and facing you, insert into open slot with plenty extra paper.
Close the printer lid over the excess paper roll, and tear off.