We're so sorry you're having trouble. Skim through these common troubleshooting questions and issues to see if they match your problem - otherwise, please reach out to our Support Team.
Troubleshooting Basics
How to restart your Khumo
Long press the power button on the right hand side of the device, and you will see the standard power off, restart options. Select restart, and allow the device to reboot. Long press should be at least 2 seconds.
Finding your Khumo's serial number
Your Khumo's serial number is on a white sticker on the back of your device. If for whatever reason you can't make out the number, you can also search for it on your Khumo. To find your device serial number you will need to go to your settings and then select "About the card machine".
I can't see products, staff or cash options?
Firstly let’s confirm a few things to make sure you can fix this issue:
Please make sure that you're logged in as an Administrator
Did you add your products or staff via the Yoco Mobile App or Web App?
Please check if your software version on the Khumo device is on 3.46.0 or higher - If it isn't on 3.46.0 or higher, you'll then need to check for updates on your Khumo device.
Updating your Khumo software
From time to time, we release software updates to improve the performance of your Khumo and enable new features that help you run your business even better.
Here’s what happens when we release an update.
How to update your Khumo software:
We'll let you know that an update is on its way – look out for the banners on the Yoco Web App and keep an eye on your inbox as we sometimes notify you via email too.
When the update is released, it will download in the background via WiFi (faster and highly recommended) or your mobile network.
💡You can still to accept payments while the download is happening.
Once the download is complete (no more than 5 minutes), your Khumo will automatically restart to install the new software (another 5 minutes).
Your Khumo update is complete and you can now enjoy even more benefits from your favourite card machine!
How to update your Khumo Print software:
To update to the latest Khumo Print software, please ensure your card machine is connected to WiFi Click here for WiFi setup instructions
Connect your Khumo Print to Wifi.
The firmware will be sent to your Khumo Print.
Depending on the firmware version, you will either receive a popup giving you the option to skip the software download, or your Khumo Print will simply start downloading the software in the background.
Once the download is complete (5–7 minutes), your Khumo Print will automatically restart to install the new software (5 minutes).
Once updated, please reset your sales tools settings on your Khumo Print.
If you decide not to download the software, you will be prompted to do so again the next time you restart your Khumo Print. Alternatively, you can download the software manually from the software updates menu.
Top tips
Your Khumo should have more than 30% battery power and be connected to WiFi, if possible.
If your software update fails, a banner will pop up asking you to retry.
For fastest results, make sure you’re connected to a strong internet network (preferably WiFi)
If you’re updating a Khumo Print, you’ll need to do it via WiFi.
Network or connectivity issues?
Which network/SIM card is my Khumo using?
This machine has 2 SIM slots with a SIM card inserted in each slot. There is 1 Vodacom SIM card and 1 MTN SIM card. Both SIM cards are active at all times and the signal strength of each network will be visible on the top right corner. The first signal icon is the MTN signal strength and the second one is for Vodacom. The Khumo comes set up automatically on MTN but if a merchant wishes they can switch seamlessly over to Vodacom by going to the settings menu which is accessible on the top left corner of the app.
My Khumo is not connecting to the WiFi
If your Khumo or Khumo Print is unable to connect to the Wifi, you will need to perform a reboot by holding down the power button for 20 seconds. If this does not work, you may need to troubleshoot your Wifi router connection.
My Khumo isn't connecting to mobile networks
If you are unable to connect to a network with your Khumo or Khumo Print, please follow the below steps:
Try and switch to alternative network (Vodacom to MTN or vice versa)
If you are unable to connect with either Vodacom or MTN, please check if you have network coverage in your area:
If your network coverage is poor, you will need to switch over to WiFi instead.
My Khumo says "Searching for 4G networks"
If you see "Searching for 4G networks..." on your Khumo device, you'll need to click on "Network connection settings" below the error message.
Then select either the MTN or Vodacom SIM card with the best connection, or WiFi if you have access to it.
Trouble powering up/down
My Khumo keeps switching off?
The factory default setting for the Khumo is to auto shutdown after 1 hour of total inactivity. If you plug your Khumo in to a power source or interact with it so that the screen comes on, it resets that timer.
However, if you'd like to change those settings, it's super simple:
On your Khumo, go to "Settings", then "Device Settings" and "Auto shutdown".
Here, you can choose which time period you'd prefer (or switch off auto shutdown).
My Khumo is stuck on “Let’s Get You Paid”
You'll need to perform a restart of your Khumo by holding down the power button (you can find this on the right side below volume button) for 2 seconds and then select Restart from the pop up menu.
If the restart doesn't resolve the issue, please contact support via our live chat if you are receiving this error as they will need to do a few internal checks for you.
Error messages
“Oops Something Went Wrong”
Please contact support via our live chat if you are receiving this error as they will need to do a few internal checks for you.
"Provision request failed"
If you see this displayed on your Khumo device, this means that this is a network error, you will need to ensure that you have network connectivity (either SIM or Wifi), once this has confirm please restart your device.
NFC Tap issues (Back cover warning)
If you're having problems with your tap functionality not working, it's most likely that your card machine's back cover is not fitted correctly.
To fix this problem, you'll need to follow these steps:
Turn over the Khumo to expose the back cover
Using a fingernail in the removal slot (bottom left of cover), pull the cover firmly
The back cover will unclip from several clip points around the back cover
Once completely off, you will need to refit the cover as follows:
First tilt the cover to align the top with the two clips
Then push the bottom of the cover so that a click is felt/heard
Then work your way all the way around the back cover applying pressure to the cover near the edges
Finally make sure there are no gaps anywhere around the cover
Khumo Print paper jam
First, open the paper roll cover (by pressing it open from the front -> arrows to guide you).
Check the paper roll for the following problems:
Make sure there is still paper on the paper roll
Make sure the paper is straight and facing the correct direction
Make sure to pull the paper at least 2cm over the [teeth / cover] so that when you clip the paper roll cover down at least 2cm is sticking out
Make sure the paper is the right size
Close the cover when you are done checking the roll (make sure when you clip the paper roll cover down at least 2cm of paper is sticking out)
When you tear the paper off the roll, make sure to tear it left to right, or right to left
Please try again.
Chip card payments keep failing
If your Yoco card machine isn't reading chip cards, here are some troubleshooting tips that might help fix the problem:
Is the card being entered into the machine correctly?
Please make sure you're entering the card into the machine the correct way around. The card should be facing up, numbers visible with the chip inside the card machine.
Retry the transaction with a different card.
If you're definitely entering the card correctly and the machine is still not reading chip cards, please retry the transaction with a different card. The chips on cards wear down with constant use and can also get damaged.
Check that there's nothing stuck inside.
If a new card is also not working, please take a torch or bright light, and look inside of the machine’s card slot, to see if there is anything stuck inside.
IMPORTANT: Card machines carried loose in bags can get paper, tissue, or tiny objects stuck inside of them. If there seems to be something inside the card slot, please try to remove it very gently.
If you've tried a new card, and nothing is stuck inside the machine’s slot, and it's still not working, please contact our support team.