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To remove your POS terminal from Recovery Mode, please follow these steps:

On your POS terminal, use the volume keys to scroll through the options.
Select \"Factory Data Reset\" from the options by pressing the Power button.
Wait for the process to be completed.

Please be aware that the terminal will reboot automatically once this procedure is finished.

","createdOn","2026-06-12T11:40:15.000Z",660,"how-do-i-remove-my-pos-terminal-from-recovery-mode-660","status","ACTIVE","title","How do I remove my POS terminal from Recovery Mode?","articles",[27,33,39,45,51,57,63,14,69,75,81,87,93,99,105,111,117,123,129,135,141,147,153,159,165,171,177,183,189,195,201,207,213,219,225],{"_15":28,"_17":29,"_7":30,"_11":31,"_21":22,"_23":32},"

Follow these steps if your terminal is not charging:

Put a fresh paper roll inside the terminal.
Open the POS App and go to More > Terminal Diagnostics.
Select Full System Check, tick all options, and click Run Test.

Next Steps:

If the charger test passes, turn the terminal off and on again.
If it fails, your terminal is faulty. Please request a terminal swap from your Relationship Manager or by contacting support.

","2026-06-12T12:00:10.000Z",667,"why-is-my-pos-terminal-not-charging-and-how-do-i-fix-it-667","Why is my POS terminal not charging, and how do I fix it?",{"_15":34,"_17":35,"_7":36,"_11":37,"_21":22,"_23":38},"

If your screen displays any of these errors:

\"Unfortunately, Moniepoint POS has stopped.\"
\"Moniepoint POS stopped working.\"
\"Moniepoint POS keeps stopping.\"

Follow the solution for your specific terminal below.

For TOPWISE Terminals (Needs Update):
Open the App Market on your terminal home screen.
Locate the Moniepoint POS App and click Update.
For TELPO P8 Terminals (Needs Reset):
Go to the terminal's main Settings.
Select Backup & Reset and click Factory Data Reset. (Note: This clears bad data causing the crash).
For KOZEN D300 Terminals (Storage Issue):
This terminal is out of storage space. Please contact your Relationship Manager or support to initiate a Terminal Swap.

","2026-06-12T11:58:59.000Z",666,"why-does-my-moniepoint-pos-app-keep-crashing-and-how-can-i-stop-it-666","Why does my Moniepoint POS app keep crashing, and how can I stop it?",{"_15":40,"_17":41,"_7":42,"_11":43,"_21":22,"_23":44},"

If your screen is stuck and won't turn when you rotate the device:

Open your device Settings.
Tap on Display.
Turn ON the Auto-rotate screen option.
Restart your device to complete the fix.

","2026-06-12T11:57:17.000Z",665,"how-can-i-fix-the-screen-rotation-error-on-my-pos-terminal-665"," How can I fix the screen rotation error on my POS terminal? ",{"_15":46,"_17":47,"_7":48,"_11":49,"_21":22,"_23":50},"

To set your POS terminal PIN, please follow the steps below:

Log in to your Moniepoint Business app.
Select POS, then choose SMART POS.
Click on SETUP ADMIN to get a one-time security code (OTP) sent to you.
Enter the OTP, then enter your current 4-digit POS PIN.
Type in your new 5-digit Terminal PIN twice to confirm it.
Click Proceed.
Restart your terminal (turn it off and on) to complete the setup.

To reset your POS Terminal PIN, follow the steps below:

Log in to your Moniepoint Business app.
Tap the MORE option at the bottom.
Go to SETTINGS.
Select RESET POS PIN.
Look at your phone camera to complete the Face Recognition check.
Type in your new 4-digit PIN, and you are all done!

","2026-06-12T11:54:45.000Z",664,"what-is-the-correct-procedure-for-setting-up-or-changing-my-pos-terminal-pin-664","What is the correct procedure for setting up or changing my POS terminal PIN?",{"_15":52,"_17":53,"_7":54,"_11":55,"_21":22,"_23":56},"

If you want your terminal to approve transactions without manual confirmation automatically, follow the steps below:

Open your Moniepoint Business app.
Under the Services section, tap More.
Click on Approvals, then select POS Payment Approvals.
Tap the Settings icon (the gear symbol) at the top corner of your screen.
Switch the POS AUTO APPROVALS button to ON.

Note: You can follow these same steps to turn it OFF at any time if you change your mind.

","2026-06-12T11:52:06.000Z",663,"how-do-i-activate-or-deactivate-the-pos-transfer-autoapproval-feature-663","How do I activate or deactivate the POS transfer auto-approval feature?",{"_15":58,"_17":59,"_7":60,"_11":61,"_21":22,"_23":62},"

This problem typically occurs during card payment processing, occasionally triggering error codes 02, 03, & 200 or displaying as “INSERT CARD”.

To address this, perform a card test through the terminal diagnosis feature in the Moniepoint app. If the test results in a \"Failed\" status, a device swap is recommended.

","2026-06-12T11:49:36.000Z",662,"why-is-my-pos-terminal-not-detecting-or-reading-customer-cards-662","Why is my POS terminal not detecting or reading customer cards?",{"_15":64,"_17":65,"_7":66,"_11":67,"_21":22,"_23":68},"

The error - Required Parameters Missing - typically happens during the business profile download phase, due to an operating system defect specific to certain POS terminal models.

For maintained business continuity, the recommended course of action is to initiate a terminal swap.

","2026-06-12T11:42:42.000Z",661,"how-do-i-resolve-the-required-parameters-missing-error-during-a-transaction-661","How do I resolve the \"Required Parameters Missing\" error during a transaction? ",{"_15":70,"_17":71,"_7":72,"_11":73,"_21":22,"_23":74},"

Usually, this issue returns the error as \"Install failure code 2 or 25.”

If the terminal shows “Install failure code 2”, adjust the date and time, then retry.

If the terminal shows an\" Install failure code 25\", run a terminal reset on the device

","2026-06-12T11:37:00.000Z",659,"what-should-i-do-if-a-required-app-says-not-installed-or-is-missing-from-the-app-market-659","What should I do if a required app says \"Not Installed\" or is missing from the App Market?",{"_15":76,"_17":77,"_7":78,"_11":79,"_21":22,"_23":80},"

If you are unable to perform transactions due to unaccepted terms, please follow the steps below:

Click this link to log in: https://v2.mab.console.teamapt.com/login
Wait for the Terms and Conditions banner to pop up on your screen.
Click Review.
Scroll all the way to the bottom and click Accept.

","2026-06-12T11:33:36.000Z",658,"how-do-i-accept-the-pos-terms-and-conditions-on-my-dashboard-or-device-658","How do I accept the POS terms and conditions on my dashboard or device?",{"_15":82,"_17":83,"_7":84,"_11":85,"_21":22,"_23":86},"

If your terminal is working but you are experiencing issues with printing, please follow the steps below to resolve it

Put a fresh paper roll inside the terminal.
Open the POS App and go to More > Terminal Diagnostics.
Select Full System Check, tick all options, and then click Run Test.

After the Run Test process is completed, follow the next steps below depending on the feedback from the test:

If the printer test passes:
Turn the terminal off and on again, and you should be able to print afterwards.
If the printer test fails:
This means your terminal is faulty. Please request a terminal swap.
If the terminal shows “Your business is not allowed to print a receipt” after the transaction
Log in to your Business App / Profile.
Go to Settings.
Look under POS Configuration.
Click on Terminal Receipt and switch Enable Receipt Reprint to ON.

","2026-06-12T11:01:35.000Z",657,"what-should-i-do-if-my-pos-terminal-is-not-printing-receipts-657"," What should I do if my POS terminal is not printing receipts?",{"_15":88,"_17":89,"_7":90,"_11":91,"_21":22,"_23":92},"

To clear the hardware trigger or tamper error on a Topwise MP35P terminal, please follow the steps below:

Tap the screen simultaneously 7 times to enter the unlock menu
Input Password 1: 12345678 and click OK
Input Password 2: 87654321 and click OK
If no SIM card is inserted or the SIM is not data-connected, connect to a Wi-Fi network.
Click Activate
Once activation is successful, reboot the terminal.

","2026-06-12T10:54:31.000Z",656,"how-do-i-troubleshoot-a-hardware-trigger-or-tamper-error-on-a-topwise-mp35p-terminal-656","How do I troubleshoot a hardware trigger or tamper error on a Topwise MP35P terminal?",{"_15":94,"_17":95,"_7":96,"_11":97,"_21":22,"_23":98},"

Kindly follow the steps below to upgrade your terminal app version:

Turn on your terminal and ensure that it is connected to the internet.
Tap on the 'App Market '.
On the homepage, click on the update.
Once the update is completed, you will be directed to install the package, and then you click on 'next' to complete the process.

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T17:46:41.000Z",473,"how-do-i-upgrade-my-terminal-app-version-473","How do I upgrade my terminal app version?",{"_15":100,"_17":101,"_7":102,"_11":103,"_21":22,"_23":104},"

A lien may be placed on your account during the investigation. Cooperate by providing transaction receipts and related documentation.

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T13:09:41.000Z",377,"what-happens-if-a-fraudulent-transaction-is-traced-to-my-pos-account-377","What happens if a fraudulent transaction is traced to my POS account?",{"_15":106,"_17":107,"_7":108,"_11":109,"_21":22,"_23":110},"

When this happens, it means that the funds are still present in the business owner's wallet.

You can either choose to re-attempt the transfer or refund the customer the value for the card transfer transaction.

Kindly reach out to our support team for further assistance, if you attempt a card transfer in which the withdrawal leg was successful and the transfer leg failed but the value for the transaction can not be found in your wallet.

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T11:17:33.000Z",342,"i-did-a-card-transfer-the-withdrawal-was-successful-but-the-transfer-failed-please-help-342","I did a card transfer, the withdrawal was successful but the transfer failed, please help!",{"_15":112,"_17":113,"_7":114,"_11":115,"_21":22,"_23":116},"

Kindly note that only withdrawal/card payment transactions that fail with the below responses are eligible to be logged for reversal:

Response received too late (68)
Issuer or switch inoperative (91)
Error (06)
System Malfunction (96)
Refer to the card issuer. (01)
Do not honor (05)

If the error response does not fall among the above listed, and the customer was debited for the failed card payment, please advise him/her to reach out to their bank to fill a dispense form.

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T11:16:25.000Z",341,"withdrawalcard-payment-failed-but-i-am-unable-to-log-the-transaction-for-reversal-what-do-i-do-341","Withdrawal/Card payment failed but I am unable to log the transaction for reversal, what do I do.",{"_15":118,"_17":119,"_7":120,"_11":121,"_21":22,"_23":122},"

Firstly confirm the error response on the failed card payment to see if it is eligible to be logged for reversal. Click the link to see the errors eligible to be logged for refund

From your Moniepoint dashboard, navigate to payments.
Select withdrawals.
Search for the transaction you want to log for reversal
Scroll to the bottom of the transaction and click on 'log reversal'
Enter the details of the account for reversal.
Allow 24-48 business hours for feedback.

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T11:15:02.000Z",340,"please-how-do-i-log-a-failed-card-payment-withdrawal-for-reversal-340","Please how do I log a failed card payment/ withdrawal for reversal",{"_15":124,"_17":125,"_7":126,"_11":127,"_21":22,"_23":128},"

Kindly proceed to log the transaction for reversal if eligible. Please note that if we receive a settlement for the transaction, the customer will get a reversal within 24-48 working hours.

If not, please advise the customer to visit his/her bank to fill out a dispense error form.

How to log failed card payment/withdrawal transactions for reversal.

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T11:14:32.000Z",339,"withdrawal-card-payment-failed-customer-debited-what-do-i-do-339","Withdrawal/ card payment failed, customer debited, What do I do?",{"_15":130,"_17":131,"_7":132,"_11":133,"_21":22,"_23":134},"

From the POS menu:

1: Go to services (4th option under menu)

2: Scroll to synchronise (11th on the list of options)3: Synchronise till it says synchronisation complete then restart the terminal.

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T11:12:41.000Z",338,"how-do-i-synchronise-my-analogue-pos-terminal-338","How do I synchronise my analogue POS terminal",{"_15":136,"_17":137,"_7":138,"_11":139,"_21":22,"_23":140},"

Kindly carry out a synchronisation on your POS terminal by following the steps linked below:

How to synchronise your analogue POS

How to synchronise your android POS

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T11:11:44.000Z",337,"i-did-a-successful-withdrawalcard-payment-but-the-value-is-yet-to-reflect-in-my-wallet-337","I did a successful withdrawal/card payment but the value is yet to reflect in my wallet.",{"_15":142,"_17":143,"_7":144,"_11":145,"_21":22,"_23":146},"

Kindly follow the steps below to synchronise your android POS terminal

Click on services
Select Admin
Kindly input your PIN
Click on unsynced transactions
Once synchronisation is complete, restart the terminal.

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T11:08:35.000Z",336,"how-do-i-synchronise-my-android-pos-terminal-336","How do I synchronise my android POS terminal",{"_15":148,"_17":149,"_7":150,"_11":151,"_21":22,"_23":152},"

Kindly note that when a POS transfer is declined, the money is reversed back to the account of the sender.

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T11:07:40.000Z",335,"when-i-decline-a-pos-transfer-request-where-does-the-money-go-335","When I decline a POS transfer request, where does the money go?",{"_15":154,"_17":155,"_7":156,"_11":157,"_21":22,"_23":158},"

When a POS Transfer request is approved, the money is moved into your Moniepoint wallet.

Kindly note, that your POS transfer wallet is separate from your Moniepoint business wallet and in order for you to access the money sent into your POS transfer, you have to make sure that your 'Accept' the POS transfer when done. It can be accepted both via your Moniepoint dashboard or your POS.

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T11:06:37.000Z",334,"when-i-approve-a-pos-transfer-request-where-does-the-money-go-334","When I approve a POS Transfer request, where does the money go?",{"_15":160,"_17":161,"_7":162,"_11":163,"_21":22,"_23":164},"

Log on to your Moniepoint dashboard either via the app or web.
Select the business profile you want to access
Click on 'POS Transfer' from the menu
Select 'pending'
Check for the transaction and click on it to view
Scroll down and click on Accept or Decline.

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T11:05:43.000Z",333,"how-do-i-view-pending-pos-transfer-requests-from-my-online-dashboard-333","How do I view pending POS transfer requests from my online dashboard?",{"_15":166,"_17":167,"_7":168,"_11":169,"_21":22,"_23":170},"

Click on the 'POS Transfer Account Number' on the Moniepoint App Home page
Click on 'Pending Transfers
Click on the transaction you want to view
Scroll down to review and click on 'Accept' or 'Decline'

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T11:04:21.000Z",332,"how-can-i-view-pos-transfer-requests-on-my-pos-terminal-to-accept-or-decline-332","How can I view POS transfer requests on my POS terminal to accept or decline?",{"_15":172,"_17":173,"_7":174,"_11":175,"_21":22,"_23":176},"

POS terminals get blocked after entering the wrong transaction pin repeatedly. This is so as to prevent unauthorised access to the POS. Please follow the steps below to unblock your POS

Ensure the POS terminal is turned on
Log on to your Moniepoint dashboard via the app or web and sign into the business account linked to the blocked POS terminal.
Navigate to 'settings'
Select 'Security'
Click on 'Reset Transaction PIN'
Input your Moniepoint online password
Input your desired New PIN, confirm the PIN, and then submit.
Once completed, restart the POS terminal in order for the change to be effected.

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T11:03:09.000Z",331,"my-pos-terminal-got-blocked-please-help-me-331","My POS Terminal got blocked, please help me.",{"_15":178,"_17":179,"_7":180,"_11":181,"_21":22,"_23":182},"

Kindly follow the steps below to download keys to your POS terminal

Scroll to Services
Select Admin and input your pin
Select download key
Ensure download is successful

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T11:02:26.000Z",330,"how-to-download-keys-on-android-pos-terminal-330","How to download keys on Android POS terminal",{"_15":184,"_17":185,"_7":186,"_11":187,"_21":22,"_23":188},"

Kindly follow the steps below to download keys to your POS terminal

1: Go to service

2: Select key download (No 3)

3: Download keys

4: Restart the terminal after a successful download.

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T11:01:34.000Z",329,"how-to-download-keys-on-analog-pos-terminal-329","How to download keys on analog POS terminal",{"_15":190,"_17":191,"_7":192,"_11":193,"_21":22,"_23":194},"

Kindly follow the instructions below to reprint receipts from your AISINO terminal

Go to 'Services'
Click on any of the following:

End of day report
Last Report
Print copy

Click on ‘Print full report’
Click on 'Print select'
Click on the type of transaction, i.e. Purchase (withdrawal) or Deposit.
Input start date and end date
Tap the enter key to print.

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T11:00:05.000Z",328,"how-can-i-reprint-receipts-from-my-aisino-terminal-328","How can I reprint receipts from my AISINO terminal?",{"_15":196,"_17":197,"_7":198,"_11":199,"_21":22,"_23":200},"

Kindly follow the instructions below to reprint the receipt from your TOPWISE POS terminal

Select ‘Service’ on the terminal
Press 7 immediately you access the Menu
You get a prompt to enter your pin
Filter by the date
Enter your pin to print EOD

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T10:59:01.000Z",327,"how-can-i-reprint-the-receipt-from-my-topwise-terminal-327","How can I reprint the receipt from my TOPWISE terminal?",{"_15":202,"_17":203,"_7":204,"_11":205,"_21":22,"_23":206},"

Kindly follow the steps below to configure your POS terminal to print out just the customer's receipt;

Log in to your Moniepoint dashboard
Go to 'settings'
Click on 'Terminal receipt configuration'
Untick 'Print Merchant Copy' and save
Restart your POS terminal.

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T10:58:04.000Z",326,"how-can-i-set-my-terminal-to-print-out-only-one-receipt-326","How can I set my terminal to print out only one receipt?",{"_15":208,"_17":209,"_7":210,"_11":211,"_21":22,"_23":212},"

Yes, you can swap your POS terminal if it gets faulty.

Kindly reach out to your business relationship manager to have your POS swapped.

Who is my Business Relationship Manager

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T10:57:17.000Z",325,"can-i-swap-my-pos-terminal-325","Can I swap my POS terminal?",{"_15":214,"_17":215,"_7":216,"_11":217,"_21":22,"_23":218},"

Please reach out to your Business Relationship Manager for assistance.

How do I know my Business relationship manager

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T10:55:43.000Z",324,"my-pos-terminal-was-stolen-please-help-me-324","My POS terminal was stolen, Please help me!",{"_15":220,"_17":221,"_7":222,"_11":223,"_21":22,"_23":224},"

Report the incident immediately to the Fraud Desk via email frauddesk@moniepoint.com or support channels. Provide transaction details, including date, amount, and reference ID.

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T10:52:40.000Z",322,"what-should-i-do-if-a-fraudulent-transaction-occurs-on-my-pos-terminal-322","What should I do if a fraudulent transaction occurs on my POS terminal?",{"_15":226,"_17":227,"_7":228,"_11":229,"_21":22,"_23":230},"

Avoid sharing terminal credentials, regularly change passwords, and ensure attendants are trained to identify suspicious activities.

Do not hesitate to contact us if you have any further questions or require additional information.

","2026-02-09T10:51:14.000Z",320,"how-can-i-secure-my-pos-terminal-to-prevent-fraud-320","How can I secure my POS terminal to prevent fraud?","actionData","errors"]

Pos Terminals

ARTICLES IN THIS SECTION

How do I remove my POS terminal from Recovery Mode?