Troubleshooting the Verifone Victa Mobile

If the Verifone Victa Mobile doesn't start, then troubleshoot with the following steps:

• Make sure that the device is plugged into a power source and the battery is charged.
• Press and hold the power button for approximately 2 seconds to start the device.
• Verify that the Universal Serial Bus (USB) cable and power adapter are securely connected.
• If the device still doesn't start, then try a different USB cable or power adapter.

If the Verifone Victa Mobile display is blank:

• Tap the touchscreen to wake the device from screensaver mode.
• If incorrect or unreadable information appears, then inspect all cable connections.
• Restart the device by holding the power button until the shutdown option appears, and then power it back on.

If you can't pair your Verifone Victa Mobile, then troubleshoot the connection with the following steps:

• Review the following permissions in your device's settings for Shopify POS:
  • iOS and Android: Location is set to When using this app
  • iOS and Android: Camera is On or Allowed
  • iOS: Local Network is On
  • iOS: Background app refresh is On
  • iOS: Allow Cross-Website Tracking is On
• Before pairing, verify that your Verifone Victa Mobile is charged above 50%.
• Check whether the Verifone Victa Mobile is already connected to a different device. The device can be paired with only one other device at a time. Unpair it from the current device before pairing to a new one.
• Force close the POS app and then re-open it.

If you can't process payments with the Verifone Victa Mobile, then troubleshoot with the following steps:

• Make sure that location permissions for Shopify POS are set to either Always or Only when using the app.
• Force close Shopify POS, re-open it, and then attempt a payment again.
• Make sure that Shopify Payments isn't in test mode and that there are no notes in your Shopify Payments account that say payments are deactivated.

If the Verifone Victa Mobile doesn't respond when you insert a chip card, then troubleshoot with the following steps:

1. Make sure the card is inserted with the chip contacts facing up.
2. Keep the card inserted until the transaction is complete. Removing it early cancels the transaction.
3. Try a different chip card to rule out a faulty card.
4. If the chip slot appears dirty, fold a piece of paper to the thickness of a credit card, insert it into the chip slot, and move it side-to-side to clean the contacts. Then use compressed air to clear the slot.

If the Verifone Victa Mobile doesn't read magnetic stripe cards, then troubleshoot with the following steps:

1. Make sure the card is inserted from the side of the device with the magnetic stripe facing backward or downward.
2. Try swiping in one smooth, continuous motion.
3. Try a different magnetic stripe card to rule out a faulty card.
4. If the issue persists, then try processing the transaction manually using the keypad. If the manual transaction succeeds, then the device itself might need service.

If the Verifone Victa Mobile doesn't read contactless payments, then troubleshoot with the following steps:

• Make sure there are no obstructions between the contactless card or device and the contactless reader area at the top of the device.
• Hold the card within 4 cm of the contactless reader icon and keep it still until the transaction is complete.
• If the customer's contactless payment declines, then ask them to insert their card and enter their PIN instead, as they might have reached their contactless spending limit.

If the Interac PIN flow freezes when a customer enters an incorrect PIN (Canada only), then troubleshoot with these steps:

• Press the red cancel button on the device to reset the payment screen.
• Retry the payment.

If the registration code screen doesn't appear immediately after Wi-Fi setup, then troubleshoot with these steps:

• Wait up to 60 seconds. The code appears after the device establishes a connection.

If Job Access With Speech (JAWS) screen reader support isn't activated on your software version, then troubleshoot with these steps:

• Insert headphones into the Victa Mobile. JAWS screen reader support turns on automatically.
• Contact Shopify Support.