General
How to restart your Khumo
Press and hold the power button on the right-hand side of your Khumo/Khumo Print until the power off and restart options appear on the screen (at least 2 seconds).
Select Restart and allow the device to reboot.
How to find the serial number for your Khumo
The Khumo/Khumo Print serial number is printed on a sticker on the back of the device. You'll find the sticker at the bottom of the back cover on the Khumo and at the top of the back cover on the Khumo Print.
If you're struggling to make out the serial number on the back of your Khumo/Khumo Print, you can also find it by following these steps:
Go to Settings on the card machine.
Select About device.
You’ll find the serial number for your Khumo/Khumo Print at the top of the screen.
How to update your Khumo software
Software updates improve the performance of your Khumo/Khumo Print and enable new features that help you run your business even better. We'll let you know when an update is on its way. Look out for notification in the Yoco App (mobile or web) and keep an eye on your inbox too.
Connect your Khumo/Khumo Print to WiFi.
Ensure that your Khumo/Khumo Print has at least 30% battery power.
The firmware will be sent to your device.
Depending on the firmware version, you’ll either receive a pop-up giving you the option to skip the software download, or your Khumo/Khumo Print will simply start downloading the software in the background. You’ll still be able to accept payments while the download is happening.
Once the download is complete (this takes 5–7 minutes), your Khumo/Khumo Print will automatically restart to install the new software. The restart will take about five minutes.
Once your Khumo/Khumo Print has restarted, please reset your sales tools settings.
✨ Skipped the software download? You’ll be prompted to do it next time you restart your Khumo/Khumo Print. Alternatively, you can download the software manually:
Got to Settings on your card machine.
Select About device.
Select Software updates.
Khumo isn’t showing on your the Yoco POS App
The Khumo/Khumo Print card machines are stand-alone devices powered by the Yoco POS App, so it’s not necessary to connect them to the POS App on your mobile in order to transact.
Khumo Print is in protection mode
Protection mode is a critical security feature of your Khumo Print that’s triggered when someone tries to tamper with it. Protection mode can also be activated when your Khumo Print is dropped, if there’s water damage, or if there's a hardware fault and the device is no longer secure.
When your Khumo Print enters protection mode, standard functionality is no longer accessible to ensure security. Unfortunately, once this happens, the card machine has to be replaced. If the warranty on your device is still valid, we’ll send you a new one. Please contact our Support Team via the Yoco App (mobile or web) in-app chat to order your replacement Khumo Print. If your warranty has expired, you can purchase a new device from yoco.com.
Khumo Print has a paper jam
Lift the paper roll cover on your Khumo Print and check that:
There’s still paper on the paper roll.
The paper is straight and facing the correct direction.
The paper is the right size.
The paper extends at least 2 cm above the cover when it’s closed.
Close the cover when you’re done with these checks and try to print the receipt again.
🖨️ Printer protocol: Always tear the paper off the roll from left to right, or right to left.
Payment issues
Tap function isn’t working
If your Khumo/Khumo Print isn’t accepting tap payments, follow the steps below.
Step 1: Check for software updates
Go to Settings on your card machine.
Tap About device.
Tap Software updates.
If an update is available, install it and test the tap function again.
✨ Khumo Print still not accepting tap payments after software update? Your device may need to be replaced. Please contact our Support Team via the Yoco App (mobile or web) in-app chat.
Step 2: Make sure the back cover is fitted securely (Khumo only)
Place your thumb on the front of your Khumo, just above the power button on the right-hand side. Place your index/second finger in the same spot at the back of your Khumo so that you have a good grip on the device. See the image below for where to position your fingers. Now press your fingers together gently to 'squeeze' your Khumo.
Tap a different contactless card to check if the issue has been resolved.
Restart your card machine and test again.
If the issue still isn’t resolved, move on to step 3.
Step 3: Remove and refit the back cover (Khumo only)
⚠️ Important: Only remove the back cover of your Khumo if absolutely necessary. Doing so exposes the device to elements like water and can lead to the cover clips breaking over time.
Switch your Khumo off.
Remove the back cover by using the indent (bottom left of back cover) to loosen it and then gently releasing the clip points around the edge of the cover.
Now clip the cover back into place. Apply pressure near the edges so that you hear clicks as each clip slots back in, and to make sure that there are no gaps.
If your Khumo still isn’t working, it may need to be replaced. Please contact our Support Team via the Yoco App (mobile or web) in-app chat.
Khumo isn’t reading chip cards
If your Khumo/Khumo Print isn't reading chip cards and the payments keep failing, try the following steps in the order provided below.
Check that you’re inserting the card correctly: The card should be placed into the slot face up, with the numbers showing, and with the chip inside the card machine.
Try another card: Retry the transaction with a different card as chips can wear down with constant use and can also get damaged.
Check slot for obstructions: If the new card also isn’t working, shine a torch or bright light into the card slot to see if anything is stuck inside. Card machines that are carried loose in bags can get paper, tissue, or tiny objects stuck inside the card slot. If you see something, blow lightly over the slot. If this doesn't work, try to remove the object very gently with a
Check for software updates: Complete the steps below. If an update is available, install it and test the tap function again.
• Go to Settings on your card machine.
• Tap About device.
• Tap Software updates.
If you’ve tried all of the above and the card machine still isn’t reading chip cards, please contact our Support Team via the Yoco App (mobile or web) in-app chat.
Khumo is stuck on ‘Something went wrong’ error during a sale
If your Khumo/Khumo Print gets stuck with the ‘Something went wrong’ message on your screen when you’re trying to process a sale, there could be an issue with your user permissions, or your account may need to be updated.
How to update user permissions in the Yoco App
Log in to the Yoco App (mobile or web).
Go to Manage.
Select Staff.
Select the staff member in question.
Click on the edit icon on the top right of the screen.
Click on the down arrow next to Permissions.
Check that Make Sales is enabled for the staff member.
If the problem persists, it could be because your Yoco profile has been suspended due to an incomplete FICA review/profile update, or paused due to a transaction review. Please check your email inbox to see if we’ve tried to contact you about resolving either of these issues.
✨ Find out more about paused and suspended profiles here.
Network and connectivity issues
How to check which network your Khumo is on
The Khumo and Khumo Print both have two SIM slots, with a Vodacom SIM card in one slot and an MTN SIM card in the other. Both SIM cards are active at all times. The signal strength of each network is visible in the top right corner – the first icon reflects MTN signal strength and the second reflects Vodacom signal strength.
The Khumo/Khumo Print comes automatically connected to MTN, but it’s easy to switch to Vodacom.
Select Settings on the card machine.
Select Network & Internet.
Select SIM cards.
Toggle the Vodacom button to the ‘on’ position.
Khumo isn’t connecting to Wi-Fi
If your Khumo/Khumo Print can’t connect to Wi-Fi, you need to perform a reboot.
Go to Settings.
Tap on System.
Tap on Reset options.
Select Reset Wi-Fi, Mobile & Bluetooth.
Tap the Reset settings button.
Restart the card machine to get the SIM card's APN settings back.
Khumo isn't connecting to mobile networks
If you can’t connect to a network with your Khumo/Khumo Print, try the following:
Switch to an alternative network (Vodacom to MTN or vice versa).
If you’re unable to connect with Vodacom or MTN, please check if you have network coverage in your area.
Vodacom: https://vccoverage.afrigis.co.za/#/
If your network coverage is poor, switch to Wi-Fi.
Khumo is connected to Mobile Networks, but network bars are displaying an X
If you’re trying to connect to the network, but you’re seeing the message, ‘Something went wrong. Network error. Please check your connection.’ and your network bars are showing an X, it means that your SIM cards have been deactivated. This happens when your business hasn’t processed any transactions for six months, or it has demonstrated consistently low transaction activity over time.
✨ Find out more about SIM card deactivation here.
To request a new SIM card, please contact our Support Team via our in-app chat and let them know that, 'My SIM card was deactivated and I'd like to request a replacement.’ They’ll make sure you get a new SIM card within 3–4 working days.
Khumo is displaying ‘Waiting for 4G networks’ message
If you see the ‘Waiting for 4G networks’ message on your Khumo/Khumo Print, tap Try again. If the issue persists, tap Network connection settings below the error message, then select the SIM card with the best connection (MTN or Vodacom) – or Wi-Fi, if you have access to it.
You may also need to reset your network connection by following these steps:
Go to Settings
Tap on System
Tap on Reset options
Select Reset Wi-Fi, Mobile & Bluetooth
Restart the card machine to get the SIM card's APN settings back.
Power problems
Khumo keeps switching off
The Khumo/Khumo Print is programmed to auto shutdown after an hour of no activity. The timer resets whenever you plug your Khumo/Khumo Print into a power source, or when you interact with the device and the screen lights up. You can also reprogramme the timer as follows:
Go to Settings
Select Device Settings/Display
Select Auto shutdown.
Choose the setting you prefer:
• Never
• 15 minutes
• 30 minutes
• 1 hour
• 2 hours
Khumo only turns on when charging
If your Khumo/Khumo Print only turns on when it’s connected to a charger, please contact our Support Team via the in-app chat.
Depending on the status of your one-year warranty, a replacement card machine will either be delivered to you free of charge, or you will need to purchase a new device from yoco.com.
Settings
Products, staff or cash options aren’t visible
There are a few things you can check to resolve this issue.
Make sure you're logged in as an Administrator.
Check if the firmware version on your Khumo/Khumo Print is V2.2.3 or higher. If it isn't, check for updates:
• Got to Settings on your card machine.
• Select About device.
• Select Software updates.
If your device says ‘You’re up to date’, please contact our Support Team via the Yoco App (mobile or web) in-app chat and ask for a firmware update to be sent to your device.
Error messages
‘Oops something went wrong’ error message
If you see this message on your Khumo/Khumo Print, try the following:
Step 1: Check for software updates
Go to Settings on your card machine.
Tap About device.
Tap Software updates.
If an update is available, install it.
If your Khumo/Khumo Print is still displaying the error message, try step 2.
Step 2: Check your connectivity status
Go to Settings on your card machine.
Tap Network & internet.
Toggle Wi-Fi to the ‘on’ position or tap SIM cards and then Preferred SIM for to switch from MTN to Vodacom or vice versa.
If neither of the above actions resolves the error message it’s likely that the software on your Khumo/Khumo Print is corrupted and that the card machine will need to be replaced. Please contact our Support Team via the Yoco App (mobile or web) in-app chat for further assistance.
✨ Please note: The ‘Oops something went wrong’ error message is always followed by a message explaining the most likely cause of the issue. Please pass this message on to our Support Team so that they can diagnose the issue as accurately as possible.
‘Provision request failed’ error message
If you see this message on your Khumo/Khumo Print, it means that there’s a network error. Please check that you have network connectivity (SIM card or Wi-Fi) by following these steps:
Go to Settings on your card machine.
Tap Network & internet.
Toggle Wi-Fi to the ‘on’ position or tap SIM cards and then Preferred SIM for to switch from MTN to Vodacom or vice versa.
If your Khumo/Khumo Print still isn’t working, please contact our Support Team via the Yoco App (mobile or web) in-app chat for further assistance.
‘Failed to allocate card machine’ error
If you’ve added your Khumo/Khumo Print to your account via the Yoco App (mobile or web) and this error appears, it means that there’s an allocation issue.
Please contact our Support Team via the Yoco App (mobile or web) in-app chat and they will help you resolve the problem.
‘Unexpected error occurred' message on Khumo Print
If you see this message on your Khumo Print when you’re trying to reprint a receipt, it means that there’s no contact number on your Yoco Profile. Follow these steps to add a contact number:
Log in to the Yoco App (mobile or web).
Tap on your business name in the top right-hand corner of the Yoco Mobile App, or click on it in the bottom left-hand corner of the Yoco Web App.
When the Business settings page opens up, select the Business details tile.
Select the Edit button next to the Basic details heading.
Add a contact number and select the Save changes button.
✨ Still have questions? Please start a conversation with our Support Team via our Yoco App (mobile or web) 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.