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Card reader - Dejavoo Terminal

Card reader - Dejavoo Terminal

If your terminal is not processing transactions, follow these steps to diagnose and fix the issue.

Overview

Use this guide if your Dejavoo credit card terminal is not connecting, is freezing, or is not processing payments.

⚠️

If you still cannot take payments after completing these steps, contact your administrator or Material Support.

Before you start

  • Confirm the terminal has power and is securely connected to its dock or charging cable.
  • If you are using Wi-Fi, confirm you are connected to the correct network.

Step 1: Check for updates in the Material POS app

  1. On your iPad, open Material POS.
  1. If you see an in-app prompt to update, follow the steps to install the update.
  1. Fully close and reopen the app:
      • Swipe up from the bottom and pause.
      • Swipe up on Material POS to close it.
      • Reopen Material POS.

Step 2: Check for iOS updates on your iPad

  1. On the iPad, open Settings.
  1. Tap General.
  1. Tap Software Update.
  1. If an update is available, install it.

Step 3: Verify your network and internet connection

  1. On the iPad, open Settings.
  1. Tap Wi-Fi.
  1. Confirm Wi-Fi is On and you are connected to the correct network.
  1. Confirm you have internet access by loading a website in Safari.
  1. If the network is not working:
      • Toggle Wi-Fi off, wait 10 seconds, then turn it back on.
      • Move closer to the router or access point.
      • If possible, try a different network.

Step 4: Reboot the Dejavoo credit card terminal

  1. Turn the terminal off.
  1. Wait 10 seconds.
  1. Turn the terminal back on.
  1. Wait for the terminal to fully start up.

Step 5: Reboot your POS device (iPad)

  1. Turn the iPad off.
  1. Wait 10 seconds.
  1. Turn the iPad back on.
  1. Open Material POS and try the transaction again.

If the issue continues

  • Confirm the terminal is paired or connected in the Material POS app.
  • Try a known-good network if available.
  • If the issue persists, contact Material POS support for further assistance at (646) 368-9685 x2.
 
🚨

Bypass Mode

If you cannot start a transaction from the POS, but your internet is working, you can manually take payments on the Dejavoo terminal by activating Bypass mode.

Bypass Instructions for P-series devices

Notion image

Bypass Instructions for Z8 devices

  1. Press F1
  1. Use the down arrow to select “SPIN Bypass”
  1. Press “OK”
  1. Enter password “1234” and press “OK”
  1. Manually key in the amount to charge customer and press “OK”
  1. Have customer complete transaction as normal.
  1. Transactions processed in bypass mode will be batched and submitted once the gateway is back online.
  1. Once the outage is resolved, run a test transaction to confirm everything is working normally.
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