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Neo Touch: Troubleshooting
Neo Touch: Troubleshooting

Your quick guide to making sales and taking payments!

Updated over 2 months ago

There’s a new Yoco POS App, and an updated Yoco Mobile App to better run and manage your sales and business with Yoco! 🎉

If you're considering using the Yoco Neo Touch with the Yoco POS, you can now download the new POS App for free to streamline your sales. The Yoco Mobile and Web App is still where you can manage your Yoco profile, products, staff, and settings.

Where to find your Neo Touch's serial number

Get your Neo Touch serial number by turning it over.

💡 Please make sure to use the serial number on your Neo Touch card machine, not the one on your charging stand.

Forgot your Yoco login password?

If you're struggling to log into your profile, because you can't remember your password, no stress, we've got you covered!

  1. Tap 'Forgot your password?' in the Yoco Mobile/Web/POS App or on your Neo Touch.

  2. Enter the email address or mobile number linked to your Yoco profile.

  3. Then press 'Reset my password' on the Yoco App or 'Reset' on the Neo Touch.

  4. Check your email or SMS inbox for a message from Yoco, open it and click on 'Reset here'.

  5. Once it opens in your browser, enter and confirm your new password, and then click 'Submit'.

Congrats! You can now log in again, with your new password. 🙌

How to switch to WiFi

  1. Go to the Neo Touch home screen.

  2. Tap on the cog (settings) icon in the top left of the home screen.

  3. Click the "Network & internet" option.

  4. Toggle Wi-Fi on and select it.

  5. Select your Wi-Fi network and enter any passwords as necessary.

Choose your SIM

The Yoco Neo Touch comes with one free 4G SIM card with unlimited data (also free, for life) to use Yoco! 🙌

Your Neo Touch may or may not include a backup SIM in the SIM slot. If you start making sales on your Neo Touch and struggle with connectivity in your area, you can switch to the backup SIM instead.

NOTE: After 30 days of taking payments on your Neo Touch, we'll automatically deactivate whichever SIM you're not using.

💡The data on your Yoco SIMs can only be used with Yoco, it's not possible to create a hotspot, and the SIMs won't work in another device.
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If your Neo Touch did not come with a backup SIM, this means that the SIM card it comes with is able to roam across all different networks for optimal connectivity (without the need for a backup).

How to swop SIMs

  1. 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.
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  2. You'll find 2 SIM cards in the tray: Your active SIM on the right and the backup SIM on the left (inactive). Swop the SIM cards around, so that they're inserted in the opposite position.
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  3. Slide the SIM card tray back into the card machine until it clicks into place.

If you Neo Touch did not come with a backup SIM, this means that the SIM card it comes with is able to roam across all different networks for optimal connectivity (without the need for a backup).

How to connect with a Point of Sale

Find your Neo Touch’s serial number, on the back. It'll look something like this:

💡 Please make sure to use the serial number on your Neo Touch card machine, not the one on your charging stand.

1. Make sure your Neo Touch (with its unique serial number) is linked to your Yoco profile. If you bought your card machine from Yoco online, it should already be linked to your Yoco profile - but, if you got it somewhere else, you'll still need to take this step.

Head to the Yoco Web App here and add your card machine by entering the serial number.

2. Turn on the Neo Touch device it will initially be in stand-alone mode, ie. the home screen will say “Good morning”.

3. Connect your Neo Touch to the same WiFi network as your POS:

  • Go to the Neo Touch home screen.

  • Tap on the cog settings icon in the top left of the screen.

  • Choose to connect to the same WiFi as your POS.

4. If you’ve ever used another card machine with your POS, make sure to turn it off completely while you link your POS with the new Neo Touch.

  • Link your card machine with your POS, either by creating a sale or in your POS App settings.

  • The Neo Touch will have the “Ready for Transaction” message when connected.

Connect to Yoco POS App

Note: We advise that it’s best to use an iPad or tablet as your countertop solution. The Yoco POS App is compatible with Android 5 and iOS 12 and higher.

Link your card machine with a “dummy” sale

  1. If you haven’t already done so, download and log in to the Yoco POS App on your tablet.

  2. Tap the “Sell” button and enter an amount over R2.
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  3. Click on the blue "Charge" button.

  4. Select the "Card” payment method.
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  5. You’ll see a carousel, where you can select the card machine you're using from the options shown. Tap on "This is my card machine" when the Neo Touch is shown.
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  6. Select the Neo Touch with your serial number and hit “Connect”.
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  7. Your tablet/phone running Yoco POS App is now connected with your Yoco Neo Touch.
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  8. You may now go ahead and cancel the dummy sale you created. ​

Connect to Lightspeed K-Series POS

Note: You must be using at least Lightspeed K-Series Version 23.49 with an iOS 15.5 / iPadOS 15.5 or higher device.

Link your card machine with a “dummy” sale

  1. In the Lightspeed Restaurant POS K-Series app, select an item to pay and close a sale with Yoco.
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  2. The POS will try to connect to any card machines that have previously been linked. This should fail if you’ve turned off all older card machines.

  3. You’ll then be prompted to try/link another device. Select “Try another card reader”.

  4. A carousel will appear, where you can select your card machine from the options shown.

  5. Select the Neo Touch with your serial number, and click “Connect”.

  6. Your tablet running Lightspeed Restaurant POS K-Series app is now connected with your Yoco Neo Touch.

  7. You may cancel the dummy transaction you created in order to pair your card machine.

Link your card machine in POS settings

You can also connect your Neo Touch to your POS from your Lightspeed Restaurant POS K-Series app Settings, but only if your have the required permission to access this feature. Find out more here.

Connect to Lightspeed X-Series POS

Note: You must be using at least Lightspeed X-Series Version 5.52.0 with an iOS 15.5 / iPadOS 15.5 or higher device.

Link your card machine in your POS settings

  1. In your Lightspeed X-Series POS app, go to your Settings, then Hardware, and finally Terminal pairing.

  2. You’ll need to login with your existing Yoco login details, in order to pair your terminal.
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  3. This is required only on the first connection with your Neo Touch, and only a user with Admin / Manager permissions may complete this step.

  4. A carousel will appear, where you can select your card machine from the options shown.

  5. Select the Neo Touch with your serial number, and click “connect”.

  6. Your tablet running Lightspeed Retail POS app is now connected with your Yoco Neo Touch.

Find out more here.

Connect to Loyverse POS

Note: For Loyverse, you must be using at least Loyverse POS Version 2.75 with an iOS version of 12.0 or above. Find out more.

Link your card machine in your POS settings

  1. In your Loyverse POS, go to "Settings", then "Payment type" and finally "Add Payment type".
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  2. Select "Yoco" and specify where you'd like it available, if you have multiple stores.
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  3. Once the payment type is created, you'll need to log in to Yoco.
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  4. Use your Yoco login details - this is the same email address or mobile number and password you created when signing up with Yoco. You can reset it if you've forgotten your password.
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  5. Choose the Neo Touch from the carousel that pops up.
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  6. Select the available card machine with your Neo Touch's serial number from the list.
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  7. Congrats! Your Yoco card machine is now connected to your Loyverse POS.
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    ​Struggling? Check out the Neo Touch Cloud Troubleshooting Guide here.

Need to remove an old Yoco card machine from your Yoco profile?

If you want to remove a card machine from your Yoco profile - either because you're not using it anymore after an upgrade to Neo Touch, it's been replaced, or you'd like to give/sell it to somebody else - you can do this in the Yoco Mobile or Web App here, by going to your business settings.

Press 'Remove' next to the card machine you want to remove - make sure to double check that it's the correct serial number. We'll contact you to confirm.

Neo Touch software updates

From time to time, we release software updates that improve your Neo Touch performance, and enable new features. We'll always let you know in advance when it's been scheduled, so you can be prepared.

You'll still be able to take payments while the update is happening, and your card machine will automatically restart when the software download is complete.

Here are some software update tips:

  1. The Neo Touch should have a battery percentage of more than 30% and be connected to WiFi if possible.

  2. If your software update fails, a banner will pop up on your Neo Touch screen alerting you that you need to retry.

  3. Ensure you’re connected to a strong internet network (preferably WiFi) for the fastest results.

Do I have the latest version of Yoco POS App installed?

1. Search "Yoco POS" in Google Play (Android), App Store (IOS) or AppGallery (Huawei)

2. If the Yoco Point of Sale App page says "Update", then you don't have the latest version installed.

3. Select Update to install the latest version.

Why are my Lightspeed POS receipts not printing?

If your receipts are not printing it's likely that your iOS device is not connected to the same WiFi network as the printer. Make sure they’re on the same network and that the printer has enough receipt paper.

IMPORTANT: If you have further issues with printing receipts, please contact Lightspeed. You can find their contact details here.

Downtime payments

🚫 When downtime happens, it means that some or all types of card payments are not currently possible on your card machine. However, it's highly unlikely that online payments are impacted at the same time. That's why you can use Yoco online payments to flip downtime the bird! 🦉
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How to keep taking payments during downtime:

🏁 Use the Yoco Payments Page, so you can immediately go online and keep taking payments securely.
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Get your free Yoco Payments Page link to keep selling

  1. Go to your free Payments Page in the Yoco Mobile and/or Web App here.
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  2. Your unique link will automatically be set to have your business name at the end. If you're happy (or in a hurry) you can immediately copy this link to paste, save and use it wherever is most convenient for you and your customers.
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  3. 💡You can also edit your link and personalise it as you like. Click on 'Edit link'.
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  4. If you've uploaded a logo for your receipts, it'll automatically be added to your Payments Page. You can customise it too, by adding any image or logo you like as well as contact and email details. Click 'Save' to lock in your changes.

🔥 Tip: Use this free QR generator to create a QR code from your unique Payments Page link, that your customers can quickly scan to pay you online - then they don't need to worry about typing in the full web address. You can either display this QR code on the screen of a phone or tablet, or you could print it out in as many copies as you need.
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👀 Track all your combined online and in-person sales in the Yoco Mobile App or Web App Sales History here.
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There are lots of things that can cause system downtime. The most common are internet problems, payment network system failures, and glitches in supporting software.
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🗯 If we're experiencing downtime, rest assured we're working tirelessly to resolve things as fast as we can - and we'll keep you updated on your Neo Touch, and via email.

How to scan a QR code

Whether you want to scan a QR code for support on your Neo Touch, or your customers need to scan your Payments Page QR code to pay you online during downtime, it's quick and simple:
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👀 You need a smartphone, tablet or laptop with a camera and you'll need to be connected to the internet to do this.

  1. Open your camera app.
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  2. Point your camera at the QR code and hold steady as if you're taking a picture of it.
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  3. Tap on the link when it appears at the top of your screen.

Struggling? No link popping up? Focus the camera on the QR code by gently tapping it on your camera screen. Or, ditch the QR code and type the url address directly into your web browser.

Fight the loadshedding

It's uncommon for mobile networks like Vodacom and MTN to have a system failure, but cell towers can be damaged and downed due to repeated power surge damage from loadshedding.

Be prepared

  • Keep all your batteries charged.

  • Buy a backup SIM to hotspot.

  • Get power surge protection plugs.

  • Invest in gas for heating.

Stay safe

  • Get backup batteries for alarms and security features.

  • Install battery LED spotlights in dark areas.

  • Limit cash payments.

  • Do cash-up and shift change when there's power.

Payment Errors

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 declined - message on screen

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.

Payment cancelled - message on screen

Internet connection lost

Why? You can't process payments without being connected to the internet throughout.

What to do: Switch to WiFi or your SIM network, and try again.

Internet connection lost - message on screen

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.

Unauthorised payment - message on screen

Payment timed out

Why? It's a security risk if your payments are left open for more than 2 minutes.

What to do: Try again, and make sure that when you press 'Charge' your customer is ready to tap or insert their card.

Payment timed out - message on screen

Receipt couldn't send

Why? Yoco can't send your customers their receipts, without a network/internet connection.

What to do: Switch to WiFi or your SIM network, and try again. You can also use your History to re-send any of your past receipts (for free), anytime - or try it on the Yoco App instead.

Receipt couldn’t send - message on screen

Refund unsuccessful

Why? Processing a refund on your Neo Touch requires internet connection, just like taking payments.

What to do: Make sure you're connected to WiFi or mobile data, and try again. You can also process refunds through the Yoco Web or Mobile App.

If this doesn't solve your issue, check our refund troubleshooting guide here.

Refund failed - message on screen

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 Web/Mobile App.

Refund PIN error - message on screen

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.

Battery and charging - charging ports

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

  1. Keep cool, clean and dry.

  2. Keep dust-free by wiping down regularly with a dry, soft cloth.

  3. Clean with a damp (not wet!), soft cloth with a little soap and water.

  4. Not waterproof - don't allow moisture into the internal components.

  5. Don't spray or pour any liquids directly onto the device.

  6. Use antibacterial wipes to clean/sanitise. Air dry for 2-3 minutes.

  7. Don't use bleach, solvents, detergents or abrasive cleaning agents.

  8. Don't expose to direct sun for long periods of time.

  9. Don't use in areas with high radiant heat, dust, humidity, moisture.

  10. Don't try to force open - it'll cause permanent 'system tampered' mode.

  11. Don't throw, drop, or stand on your device.

  12. Don't charge during electrical storms.

Get more details about Yoco's card machine policies here.

Why can’t I find the latest version of Lightspeed on my device?

If you're a Lightspeed Hospitality or Retail customer with an iPad on a lower OS version than 15.5, you won't even see that you don't have the latest version of Lightspeed, because it doesn't support lower software versions.

Note: Cloud payments was introduced in version 23.49 of Lightspeed Hospitality and version 5.52.0 of Lightspeed Retail - lower versions won't work.

To get the latest version of Lightspeed on your device, make sure you're using an iOS device with software version 15.5 or above.

Which staff/refund PIN must I use if I’m connected to Lightspeed POS?

Use your Lightspeed PINs and passwords to log in to your Lightspeed App, and to authorise special actions like performing refunds or staff switching from your POS.

Use your Yoco login details to log in to your Yoco card machine, or any of the Yoco platforms like the (free) Yoco Mobile/Web App.

Note: You will however also be asked to enter your Yoco login details when requesting a refund.

Why can’t I see the tips option on my Neo Touch?

Make sure you've activated Tips on your Neo Touch card machine, by pressing on "Sales tools" from the home screen. Here, you can toggle on or off the sales tools you'd like included in your payments experience.

Why can’t I see the option to do a user switch on my Neo Touch?

Make sure you've activated Staff Switching on your Neo Touch card machine, by pressing on "Sales tools" from the home screen. Here, you can toggle on or off the sales tools you'd like included in your payments experience.

Where can I switch staff/users on the Neo Touch?

You can switch user or staff profiles, by pressing on the button with the staff members' name or initials on it.

You'll find this button on the Home screen, from your History or New sale:

Why can't I see an option to activate Staff switching in my Sales tools?

We've been releasing the necessary updates in order to launch staff switching on the Neo Touch, however there's a chance your firmware has not yet been updated. Please contact the Yoco support team, and we'll make sure to get your sorted right away!

Why can't I find my Neo Touch in the options to link a card machine to my POS?

Make sure your Neo Touch (with its unique serial number) is linked to your Yoco profile. If you bought your card machine from Yoco online, it should already be linked to your Yoco profile - but, if you got it somewhere else, you'll still need to take this step.

Head to the Manage Tab in the Yoco Mobile/Web App here, and add your card machine by entering the serial number.

Still struggling? Please reach out to our Support team.
Find out more here.

Related Articles
Neo Touch: Trade
Neo Touch: Get ready to sell
Neo Touch: Manage Payments
Yoco Neo Touch: FAQs
Neo Touch: Cloud Troubleshooting Guide
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