Something not working as expected? This article covers the most common issues with LOKE Terminal and how to resolve them quickly.
In this article:
- The terminal won't turn on
- The terminal won't connect to WiFi
- Payments aren't going through
- The QR code didn't appear after payment
- A customer didn't receive their loyalty points
- A customer can't sign in after scanning the QR code
- A customer linked a card but can't see it in the app
- The terminal says "card declined"
- How do I process a refund?
- Charging and battery
- How do I get help?
The terminal won't turn on
- Connect the device to a wall outlet using the supplied charger and cable.
- Leave it to charge for at least 10 minutes.
- Try powering it on again.
If the terminal still won't turn on, please contact LOKE Support with your device serial number (printed on the back of the terminal, usually starting with STRM2).
The terminal won't connect to WiFi
- Restart the terminal.
- Re-enter your WiFi password and reconnect.
- Move the terminal closer to your router.
If it still won't connect, check that your network isn't blocking internet traffic. Restarting the terminal will remember your WiFi settings automatically.
Payments aren't going through
First, confirm the terminal has an active internet connection. If the connection looks fine, contact LOKE Support — we'll check the terminal configuration on our end.
The QR code didn't appear after payment
If no QR code appeared, the customer's card is already linked to their account — this is expected. Their points will have been added automatically.
If you believe this is incorrect, contact LOKE Support with the transaction details.
A customer didn't receive their loyalty points
There are a few reasons this can happen:
- First transaction: Points are not automatically awarded on the very first transaction when linking a new card. This is a known limitation. Contact LOKE Support with the transaction details and we'll manually add the points.
- New or different card used: If a customer paid with a card or payment method that isn't linked to their account, the QR code would have appeared. They'll need to scan it to connect that card.
- Apple Pay or Google Pay used: These are treated as separate payment methods. Even if the customer's physical card is linked, Apple Pay and Google Pay need to be linked separately.
- Continue button not tapped: After scanning the QR code, customers must tap Continue to finalise the process. If they didn't do this, the card may not have been fully linked.
In all cases, contact LOKE Support with the transaction details and we'll get it sorted.
A customer can't sign in after scanning the QR code
Suggest the customer:
- Check they're using the correct email address
- Make sure they're signing in to the correct loyalty program
If the issue continues, they can contact LOKE Support directly at support@loke.global.
A customer linked a card but can't see it in the app
When a card is linked via the QR code at the terminal, it is connected for in-store loyalty — but it won't automatically appear as a saved card for in-app ordering (delivery or pickup). To use the card for online orders, the customer will need to add it manually via the Payments section in their account.
The terminal says "card declined"
Declined payments are handled by the customer's bank, not LOKE. The customer should:
- Try a different card
- Try a different payment method
- Contact their bank if the issue continues
How do I process a refund?
Refunds cannot be processed directly on the terminal. To request a refund, please contact LOKE Support at support@loke.global with:
- The transaction amount
- The date and time of the transaction
- The last 4 digits of the card used
Refunds are returned to the customer's original payment method.
Charging and battery
- Keep the terminal plugged in to a wall outlet at all times during normal operation.
- Use the charging dock or cable that came with the device.
- Charge the device overnight if it has been used away from the dock during the day.
- If the terminal isn't charging in the dock, try connecting the cable to the side port instead.
- The terminal will not charge via the side port while also connected to the dock
How do I get help?
Contact LOKE Support at support@loke.global and include:
- Your store name
- Your device serial number (on the back of the terminal, usually starting with
STRM2) - A description of the issue