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Neo Touch: Cloud Troubleshooting Guide
Neo Touch: Cloud Troubleshooting Guide
Updated over a week ago

Need help connecting your Yoco Neo Touch to your point of sale with Cloud Technology? We’ve got you!

Before you start, check the following:

1. Battery

You’ll need more than 30% battery to download the update. We recommend plugging in your Neo Touch before you start the download.

2. Neo Touch firmware

Your Neo Touch should be running V3.0.1. Select ‘About Device’ and scroll down to ‘Firmware Version’ to confirm the version. Need a firmware update? Contact Yoco support via live chat in the Yoco App.

3. Tablet software

Android

iOS

Yoco POS requires Android 7.0 or higher.

Yoco POS requires version 12 or higher.

Download the Yoco POS App in the Google Play Store and click ‘Update’.

Lightspeed requires iOS 15.5 or higher.

4. Lightspeed software

You’ll need iOS 15.5 or higher to view the latest versions of Lightspeed.

Lightspeed Restaurant (Series K) POS app

Lightspeed Retail (Series X) POS app

Tap ‘Settings’ then ‘Support’ to find the name of your POS device and the Lightspeed app version.

Tap ‘Settings’ to view the app version in the lower left-hand corner.

Minimum version required is 23.49.0 (latest available is 24.14.1).

Minimum required version is 5.51.0.

Connecting your Yoco Neo Touch to...


Yoco POS

  1. Confirm that Cloud is enabled on your Neo Touch – look for a bold Y on the device screen (top left).

  2. If you were using a Bluetooth device (Pro.Lite etc.) with your POS, switch it off.

  3. Connect the Neo Touch to a Wi-Fi network – preferably the same one as your chosen POS.

iPad

From Settings

  1. Select More > Settings > Card Machine on the bottom navigation bar.

  2. Select ‘This is my card machine’.

  3. Select the serial number of the device you want to connect to.

From a transaction

  1. If you previously used Bluetooth, select an item (or ring up a custom amount) on the Yoco POS App, then select Charge > Card.

  2. If the POS was previously connected to a device, it will try to reconnect to the device. When this fails, you’ll be prompted to ‘Try again’ or ‘Connect to another card machine’.

  3. Select ‘Connect to another card machine’.

  4. A new carousel will appear where the Neo Touch comes up first with the prompt, ‘This is my card machine’.

  5. Confirm that the serial number on the POS list is the same as the one you’re trying to link on Cloud.

  6. Once confirmed, select ‘Connect’. When your device beeps, it should be connected via Cloud and ready to transact.

  7. The ‘Ready for transaction’ message will appear on the home screen when the device is in Cloud mode.

Lightspeed Hospitality

From Settings

  1. Select Settings > Hardware and then ‘Terminal Pairing’ under the Yoco option.

  2. Select an item on Lightspeed and Pay & Close with Yoco.

  3. The POS will try to reconnect to the device it was previously linked to. When this fails, you will be prompted to ‘Try again’ or ‘Connect to another card machine’.

  4. Select ‘Connect to another card machine’.

  5. A new carousel will appear where the Neo Touch comes up first with the prompt, ‘This is my card machine’.

  6. Confirm that the serial number on the POS list is the same as the one you’re trying to link on Cloud.

  7. Once confirmed, select ‘Connect’. When your device beeps, it should be connected via Cloud and ready to transact.

  8. The ‘Ready for transaction’ message will appear on the home screen when the device is in Cloud mode.

From a transaction

Set up Lightspeed Hospitality by running a test transaction.

Still not able to connect?

Contact a support agent on our live chat platform in the Yoco App.

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