General
Finding the serial number for your Neo Touch
There are two ways to find the serial number for your Neo Touch card machine – pick the one that works for you.
1. [Recommended] Look for the serial number on the white sticker on the back of your Neo Touch. It appears in the format S/N XXXXXXXXXXX (enter the numbers only).
✨ Important: Make sure you use the serial number on your Neo Touch card machine – not the one on its charging stand.
2. Tap Settings (cog icon) in the top left corner of the home screen, scroll down to About device and you’ll see the serial number at the top of the list.
Charging your Neo Touch
The Neo Touch charging cradle is the best home for your card machine when it’s not being used, and should always be plugged in. Your Neo Touch comes with a standard 5V/1A wall plug and cable, which can be inserted into the back of the cradle for charging.
✨ Important: Always handle your Neo Touch with care. Click here for tips on caring for your card machine.
Updating your Neo Touch software
Software updates improve the performance of your Neo Touch and enable new features that help you run your business even better. If you skipped or missed the latest software update, you can download the software manually:
Got to Settings (cog icon) on your card machine.
Scroll down to About device.
Select Software updates and follow the prompts.
✨ If you need to restart your Neo Touch during a software update, please reset your sales tools settings when the card machine starts up again.
💡 Good to know: To check if you’re using the latest version of the Yoco POS App, search for ‘Yoco POS’ in Google Play (Android), the App Store (IOS) or the AppGallery (Huawei). If the page says Update, then select Update to install the latest version of the Yoco POS App.
Network and connectivity issues
How to connect your Neo Touch to WiFi
Tap Settings (cog icon) in the top left corner of the Neo Touch home screen.
Tap Network & internet.
Tap WiFi.
Toggle the WiFi button to the ‘on’ position.
Select your WiFi network and enter your password to connect to WiFi (recommended when transacting in areas with limited cellular reception).
Does your Neo Touch have two SIMs?
While all Neo Touch card machines now come with just one Telkom SIM card that roams between networks, earlier versions of the device came with one free 4G SIM card, and a backup SIM in the SIM slot. If you’re struggling with connectivity when making sales, your Neo Touch may have two SIM cards. Here’s how to switch them.
Use the SIM slot tool included in the box to unlock and gently remove the SIM card tray on the right hand side of your Neo Touch.
You'll find two SIM cards in the tray: Your active SIM will be on the right, and the backup SIM on the left. Swop the SIM cards around, so that they're inserted in the opposite position.
Slide the SIM card tray back into the card machine until it clicks into place.
Restart the device.
💡 Good to know: The data on your Yoco SIMs can only be used for Yoco transactions. It's not possible to create a hotspot, and they won't work in another device.
Payment issues
Neo Touch is declining all card payments
Most card transactions are declined because of an unstable internet connection, or an issue on the customer’s side:
Insufficient funds
Lost/stolen card
Account limit reached
Unsupported card type
Expired card
Start by checking your internet connection. If that’s not a problem, try the following:
Ask your customer to try a different card, preferably from a different bank.
Suggest that they check their available funds or daily limits.
If one payment method swiping, or tapping) fails, try the other one.
Software issues
Neo Touch hasn’t installed an important system update
If your Neo Touch has failed to install an important system update, follow these steps:
Make sure your device is connected to a stable internet connection.
Restart your card machine.
Manually check for updates by selecting Menu, then Check for Updates. Your device will check and install the latest update if available.
If the update isn’t successful, please start a conversation with our Support Team via our in-app chat.
Lightspeed issues
Can't access the latest version of Lightspeed
To access the latest version of Lightspeed on your device, you must be using an iOS device running software version 15.5 or higher.
✨ Important: Cloud payments were introduced in version 23.49 of Lightspeed Restaurant and version 5.52.0 of Lightspeed Retail, so older versions of these POS solutions won't work with the Neo Touch.
Lightspeed POS receipts aren't printing
This typically happens when your iOS device isn’t connected to the same WiFi network as your printer. Check that they’re on the same network and that your printer has enough paper. If you have any other issues with printing receipts, please contact Lightspeed. You’ll find their contact details here.
Error messages
‘Payment declined’
If you see this error message on your Neo Touch, it means that there’s an issue with your customer’s bank card or account. To resolve the issue, your customer will need to use a different card, or contact their bank.
‘Payment cancelled’
If you see this error message on your Neo Touch, it means that your customer, or the person taking the payment, cancelled the sale. To resolve the issue, retry the transaction, making sure that nobody accidentally cancels the payment.
‘Internet connection lost’
If you see this error message on your Neo Touch, switch to WiFi. Once your device has connected to your WiFi network, you’ll be able to process payments again.
‘Unauthorised payment’
If you see this error message on your Neo Touch, it means that your customer’s bank has refused access to the account. To resolve the issue, ask your customer to try again, to try with another card, or to contact their bank.
‘Payment timed out’
You’ll see this error message on your Neo Touch if it’s been more than two minutes since you selected the Charge button, and your customer still hasn’t tapped or inserted their card to complete the sale. The payment times out to prevent a possible security risk. To resolve this issue, try to process the transaction again and make sure that when you press Charge, your customer is ready to tap or insert their card.
‘Receipt couldn't send’
If you see this error message on your Neo Touch, it means that the receipt couldn’t be sent because your network/internet connection is down. To resolve this issue, switch to WiFi or change your SIM network (if you have more than one SIM), and try sending the receipt again.
✨ You can also resend receipts for past sales (free of charge) from the History tab on your Neo Touch – simply tap on a sale, then tap Send receipt. Or, log in to the Yoco App (mobile or web) and resend receipts in the same way from your sales history.
‘Refund unsuccessful’
If you see this error message on your Neo Touch, it means that the refund couldn’t be processed because your network/internet connection is down. To resolve this issue, switch to WiFi or change your SIM network, and process the refund again.
If this doesn't resolve the issue, take a look at our refund troubleshooting guide here.
✨ You can also process refunds through the Yoco POS App and Yoco App (mobile or web). Click here to find out how.
‘Failed to allocate card machine’
If you see this error message on your Neo Touch, it’s most likely because your card machine is linked to another Yoco profile – this often happens if the card machine previously belonged to someone else.
To resolve this issue:
Log in to the Yoco App (mobile or web).
Go to your Business settings by selecting your business name in the top right corner of your screen (mobile app) or from the menu on the left of your screen (web app).
Select the Card machines tile.
If your Neo Touch isn't listed, click + Add card machine and enter the serial number from the back of your device.
If you're unable to add your card machine in the Yoco App, you may need to complete a Transfer of Ownership – don’t worry, it’s quick and easy! Click here to follow our step-by-step guide.
‘Mobile number not found’
If you see this error message on your Neo Touch, it means that we tried to send a refund PIN to the mobile number linked to the Yoco profile, but it couldn’t be found. To resolve this issue, you’ll need to update the mobile number in the Yoco App (mobile or web) as follows:
Log in to the Yoco App (mobile or web).
Select the initials icon in the top left corner of the Yoco Mobile App or the bottom left corner of the Yoco Web App.
When the Personal settings page opens up, select the Personal details tile/widget.
Select the Edit button on the right of the Personal details section.
Change your mobile number.
Select Save changes before leaving the page.
‘Your card machine needs to be replaced'
If you see this error message on your Neo Touch (or you've received a message in the Yoco App (mobile or web) or via WhatsApp) it means that your card machine needs to be replaced due to a configuration error or internal damage. Please contact our Support Team immediately and they'll replace your device and ensure that it's delivered to your door free of charge, so that your business can keep growing with Yoco.
‘Configuration error’
If you see this error message on your Neo Touch, you can try the following steps:
Restart your Neo Touch by pressing the power button for 10 seconds (this helps reset the system).
Ensure that your Neo Touch is connected to a stable WiFi network.
Check for any pending software updates by selecting Settings (cog icon) on the home screen, tapping About device and then Software updates.
If the issue persists, try switching SIM cards (if your Neo Touch has more than one).
If the error message is still showing and your card machine isn’t functioning normally, please start a conversation with our Support Team via our in-app chat.
🎯 Neo Touch Troubleshooting FAQs
Why can’t I see the Tips option on my Neo Touch? Make sure you've activated Tips on your Neo Touch card machine. Select the Sales tools tab on the home screen, then toggle the Tips button to the 'on' position.
Why can’t I switch users on my Neo Touch? Before you can switch users on your Neo Touch, you need to activate the Staff switching sales tool. Select the Sales tools tab on the home screen, then toggle the Staff switching button to the 'on' position.
Where do I switch staff on the Neo Touch? Tap the active staff members' name or initials below the welcome message on the home screen. When the list of staff members appears, select the name of the staff member who will be switching.
Why can't I find my Neo Touch in the options to link a card machine to my POS? This happens when your Neo Touch (with its unique serial number) isn’t linked to your Yoco profile. If you bought your card machine from Yoco.com, it should already be linked to your Yoco profile when it arrives. If you bought it from a retailer, you'll need to link it as follows:
Log in to the Yoco App (mobile or web).
Go to your Business settings by selecting your business name in the top right corner of your screen (mobile app) or from the menu on the left of your screen (web app).
Select the Card machines tile.
Select the + Add card machine button and enter the serial number on the back of your Neo Touch.
If you bought your Neo Touch second hand, you'll need to transfer ownership of the device from the previous owner to your business. Click here for a step-by-step guide to the transfer process.
Which staff/refund PIN do I use if my Neo Touch is connected to Lightspeed?
You’ll need to use your Lightspeed PINs and passwords to log in to your Lightspeed App, and to authorise refunds and staff switching from your POS. When requesting a refund, you’ll also be asked to enter your Yoco login details.
✨ Still have questions? Please start a conversation with our Support Team via our in-app chat and remember…
When it comes to support, more is more! Please give our Support Team as much information as you can when reporting a card machine issue, including the serial number for your device and details of any error messages you receive. The more they know, the sooner they can get you back to business.