Please note:
This article is related to the latest version of the software on the Khumo, Khumo Print, and Neo Touch. To ensure you're on the latest software version, please follow these steps:
Tap the settings gear icon top left.
Go to About device.
Scroll down to Firmware version.
Firmware should be XXX_V3.0.1 or above.
To update, you back to About device.
Tap Software updates to download and install the latest update (if needed).
Struggling with network?
Struggling with network?
Yoco Neo Touch
Yoco Neo Touch
The Yoco Neo Touch comes with a powerful SIM that connects to 4G networks via Telkom Mobile.
If you're struggling to connect with your SIM, try switching to WiFi.
How to switch to WiFi
Go to the Neo Touch home screen.
Tap on the cog (settings) icon in the top left of the home screen.
Click the "Network & internet" option.
Toggle Wi-Fi on and select it.
Select your Wi-Fi network and enter any passwords as necessary.
Yoco Khumo and Khumo Print
Yoco Khumo and Khumo Print
Which network/SIM is my Khumo/Print on?
Which network/SIM is my Khumo/Print on?
Your Khumo/Khumo Print 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; the signal strength of each network is visible on the top right corner of the screen. The first signal icon is the MTN signal strength and the second one is for Vodacom. The Khumo comes set up automatically on MTN; if you prefer, you can switch seamlessly over to Vodacom by going to Network & Internet from the settings menu, which is accessible from the cog (settings) icon in the top left of the home screen.
To see which mobile network you're on:
Tap on the cog (settings) icon in the top left of the home screen.
Tap on Network & Internet
The mobile network you are connected to will be displayed under “Mobile Network”.
Khumo/Print not connecting to WiFi
Khumo/Print not connecting to WiFi
If your Khumo or Khumo Print is unable to connect to the Wifi, you may need to troubleshoot your Wifi router connection, or check your internet connection with your internet service provider
Khumo/Print not connecting to mobile networks (SIM)
Khumo/Print not connecting to mobile networks (SIM)
If you are unable to connect to a network with your Khumo or Khumo Print, please follow the below steps:
Step 1: Try and switch to an alternative network (Vodacom to MTN or vice versa) (See below in network settings)
Step 2: If you are unable to connect with either Vodacom or MTN, please check if you have network coverage in your area
Check these network coverage maps for your area:
Vodacom: https://vccoverage.afrigis.co.za/#/
Step 3: If your network coverage is poor, you will need to switch over to WiFi instead.
Khumo/Print says "Internet connection lost"
Khumo/Print says "Internet connection lost"
If you see "Internet connection lost" on your Khumo/Khumo Print, click on "Network 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. (See network settings below)
Khumo/Print network settings
Khumo/Print network settings
The Khumo/Khumo Print comes with access to fast 4G Vodacom and MTN networks anywhere in South Africa. To check the network setting on your Khumo/Khumo Print, and select which network you'd like to use, follow these steps:
Tap on the cog (settings) icon in the top left of the home screen.
Tap 'Network & Internet' (the first option).
Tap 'Mobile network - At the bottom of the screen you will see “MTN-SA” and “Vodacom-SA” tabs. . If one network in your area has better signal than the other, you can switch to the strongest by turning off “Mobile data” for the network you wish to disconnect from. This will disconnect this network, and then connect to your preferred cellular provider.
You can transact anywhere in the country, with 4G data and a very strong connection.
You can also use WiFi to transact instead, with these easy steps:
Tap on the cog (settings) icon in the top left of the home screen.
Tap Network & internet (the first option).
Tap 'WiFi'
Enter your WiFi password and connect to your network. All transactions will then be processed over WiFi. This is usually the preferred option when transacting in an area with limited cellular reception.
Why did the payment fail?
Why did the payment fail?
It can be really frustrating when a payment fails. Here's a summary of some of the most common reasons why transactions go awry.
Did your card machine get disconnected?
Did your card machine get disconnected?
The Yoco Neo Touch, Khumo and Khumo Print card machines need to stay connected to the internet when you're accepting a payment. If the connection is lost, this can cause the payment to fail.
💡If you're using your card machine's SIM to connect to a mobile network, try switching to WiFi before you retry the payment.You can also restart your card machine to reset its mobile network connection. If it is your WiFi that is unstable, try switching to your card machine’s mobile network instead.
Did you or your customer cancel the payment?
Did you or your customer cancel the payment?
A payment gets canceled when any of the below happens. (Simply retry the payment):
You or a customer tap the X button on the card payment screen, followed by Cancel.
The customer takes too long to present their card.
It says that the payment got declined
It says that the payment got declined
If the payment got declined, this often means that there was something wrong with your customer's card; if possible, ask the customer to try a different one.
A card can get declined for any of these reasons:
There are insufficient funds on the card.
The card is expired.
The card has been reported as lost or stolen.
The customer has reached their monthly account limit on the card.
Yoco does not accept the card (find out more about which cards Yoco accepts here).
Find out more about which cards Yoco accepts here.
The payment failed but my customer still got a bank SMS
The payment failed but my customer still got a bank SMS
In some cases, a card transaction will fail but the customer will still receive an SMS notification saying that their bank account was debited. This does not mean the transaction was successful. This can happen because some banks send the SMS once they have received a request to deduct the funds, before the transaction has been finalised. The transaction can still fail in the final step, resulting in an error even though the customer has been sent an SMS.
Any SMS notifications a customer receives while making a payment are determined by the customer’s bank.
If you or the customer didn't get an SMS notification from the bank, it could be for any of these reasons:
That particular bank account doesn't qualify for SMS notifications.
That particular bank account only gets SMS notifications for payments above a certain amount.
The bank's SMS system may be temporarily down.
Some banks, for example, FNB, only send SMS notifications for transactions that exceed R100,. See FNB's inContact terms here.
If you or a customer are concerned about not receiving SMSs for your transactions, please contact the relevant bank.
Check your payment status is 'approved' in your sales history - here's how.
Need help understanding and handling the "Reserved for purchase" SMS from banks? Find out more here.
IMPORTANT: If your payments continue to fail or you are getting an error message that isn't explained in this article, please get in touch with Yoco Support.
Why did the refund fail?
Why did the refund fail?
💡Refund timing can be tricky
Debit card payments can only be refunded on the same day as the original payment.
If you do the refund on the same day as the payment and before 7pm, then the refund will be instant.
If you do the refund after 7pm, or on the next day, your customer will receive their money within 5-7 working days.
It says refund pending?
This means you don't have enough money in your Yoco balance to refund the amount (yet). As soon as you've made enough sales to cover the balance, the refund will be processed. If this happens on the same day as the original payment and before 7pm, the refund will be instant. Otherwise it can take 5-7 working days to land in your customer's account. Find out more about your Yoco balance here.
Refund failed?
Refunds, like normal transactions, are dependant on the cardholder’s bank accepting and processing it. There are many reasons why refunds could fail. Here are some of the most common examples:
The bank card used to pay for the original transaction doesn't allow for refunds. (This is more common with debit and international cards.)
The bank account linked to the bank card used doesn't allow for refunds.
The bank account/card used has been stopped/frozen.
The original transaction has already been refunded.
The original transaction was never approved.
The original transaction is older than 90 days.
Why do payments fail authorisation?
Why do payments fail authorisation?
When card payments fail authorisation, this means that something went wrong in verifying and validating the transaction. This could happen because of many possible scenarios:
The cardholder entered their PIN incorrectly.
The card has expired.
The card has been blocked (lost, stolen or frozen).
The cardholder's bank has flagged the transaction as suspicious or risky.
The account linked to the card has insufficient funds to process the transaction.
There has been a banking systems communications failure.
Common payment error messages
Common payment error messages
Payment declined
Payment declined
Why? There's an issue with the customer's bank card or account.
What to do: Your customer will need to use a different card, or contact their bank.
Payment cancelled
Payment cancelled
Why? Either your customer or the person taking the payment, cancelled the sale.
What to do: Try again, and make sure that nobody cancels the payment.
Internet connection lost
Internet connection lost
Why? You can't process payments without being connected to the internet.
What to do: Switch to WiFi or your SIM network, and try again.
Unauthorised payment
Unauthorised payment
Why? The customer's bank refused access to the account.
What to do: Your customer can try again, or with another card, or contact their bank.
Payment timed out
Payment timed out
Why? It's a security risk if your payments are left open for more than 2 minutes without a card being presented.
What to do: Try again, and make sure that when you press 'Charge' your customer is ready to tap or insert their card.
Receipt couldn't send
Receipt couldn't send
Why? Yoco can't send your customers their receipts without being connected to the internet.
What to do: Switch to WiFi or another SIM network, and try again. You can also re-send any of your past receipts from your History (for free) at any time - or try it from the Yoco App instead.
Refund failed
Refund failed
Why? Processing a refund requires the same network/internet connection as payments do.
What to do: Switch to WiFi or your SIM network, and try again. You can also try refunding from the Yoco App instead.
Refund PIN error
Refund PIN error
Why? For your security, we'll only ever send a refund PIN to the mobile number linked to the Yoco profile owner.
What to do: Confirm your profile's mobile number or update it from the Yoco App.
Struggling to view your sales history?
Struggling to view your sales history?
Yoco Neo Touch
Yoco Neo Touch
To access your sales history, select the "History" button on the home screen. If you have full permissions (eg, you are logged in as an owner/admin), you will be able to see all sales made by all staff members. If you have limited permissions (eg, you are logged in as a staff member), you will only be able to see sales made by your profile.
Find out more about managing your payments on the Neo Touch here.
💡If your Neo Touch is struggling to load its sales history, check your connection settings and try switching mobile networks or to WiFi.
Yoco Khumo and Khumo Print
Yoco Khumo and Khumo Print
To access your sales history, select the "History" button on the home screen of your Yoco Khumo or Khumo Print. Here you will find all sales that have been made on that card machine, and if you have either owner/admin permissions all sales by other card machines on your business.
💡If your Yoco Khumo/Print is struggling to load its sales history, check your connection settings and try switching mobile networks or to WiFi.
Yoco App
Yoco App
You can view all your Yoco sales anytime, straight from the Yoco App. If you're struggling to see your sales on your card machine, the App is always live.
If you're struggling to see your sales on your card machine, you can view all your Yoco sales anytime, straight from the Yoco App.
To get a thorough overview of your sales history - and gain some amazing insights - log in to your Yoco profile via theYoco Web App, visit the Sales tab and click on theSales History widget. You'll be presented with a detailed table of your sales.
Your sales history allows you to view the following, based on date ranges that you will set:
Sales by payment method
Sales by products
Sales by staff
Sales by status
💡 Note: All of your Yoco sales will appear in your sales history.
The sales history table provides information at a glance including time, payment method, status, notes and the amount of the sale.
Find out more about using your Yoco Web App Sales reports here.
Battery or charging issues?
Battery or charging issues?
Yoco Neo Touch
Yoco Neo Touch
Battery and charging
The Neo Touch docking station needs to remain plugged in, and is the best home for your card machine when not in use - especially overnight or between shifts. This way, it'll always be charged and ready to go.
You'll get a standard 5V/1A wall plug and cable with which to charge your Neo Touch, which can also be inserted into the back of the docking station for all-day charging.
IMPORTANT: Your Neo Touch card machine should be handled with care, as it's a security-sensitive electronic device, enhanced with tamper-proof technology for your safety.
Neo Touch Care Tips
Keep cool, clean and dry.
Keep dust-free by wiping down regularly with a dry, soft cloth.
Clean with a damp (not wet!), soft cloth with a little soap and water.
Your Neo Touch is not waterproof - don't allow moisture into the internal components.
Don't spray or pour any liquids directly onto the device.
Use antibacterial wipes to clean/sanitise. Air dry for 2-3 minutes.
Don't use bleach, solvents, detergents or abrasive cleaning agents.
Don't expose to direct sun for long periods of time.
Don't use in areas with high radiant heat, dust, humidity, or moisture.
Don't try to force the device open - it'll cause permanent 'system tampered' mode and you will need a new card machine.
Don't throw, drop, or stand on your device.
Don't charge the device during electrical storms.
Get more details about Yoco's card machine policies here.
Yoco Khumo and Khumo Print
Yoco Khumo and Khumo Print
Trouble powering up/down
Powering with the incorrect button(s)?
Powering with the incorrect button(s)?
If you accidentally hold down both volume buttons while trying to power up, you'll get stuck on the screen below. Press and hold the power button (only the power button) for 20 seconds.
Khumo keeps switching off?
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, the timer reset.
However, if you'd like to change those settings, it's super simple:
On your Khumo or Khumo Print, tap the settings gear icon in the top left of the home screen then tap "Display" then "Auto shutdown".
Choose which time period you'd prefer (or set to “Never” to switch off auto shutdown).
Khumo is stuck on “Let’s Get You Paid”
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.
Charging your Khumo
The Khumo has a powerful battery, and comes with a USB cable and wall plug for charging. The USB cable also works with any standard cellphone wall plug. A fully charged battery should last a whole day of transacting.
How long does it take to charge the Khumo?
20 mins to 20%
60 mins to 70%
2 hours to fully charge
If you won’t be using your Khumo/Khumo Print for a long time, it is a good idea to turn off the device to save the battery. Press the power button for 2 seconds and then tap “Power off”.
When not transacting, please make sure to lock your Khumo or Khumo Print screen by pressing the "Power" button to avoid any unintended transactions.