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Mountain Mikes Pizza: FAQ's

Updated

Troubleshooting your LOKE Terminal

Something not working quite as expected? Don't worry, we've got you covered. This guide walks you through the most common LOKE Terminal issues and how to fix them quickly.

In this article:

 

The terminal won't turn on

  1. Plug the terminal into a wall outlet using the charger and cable that came with it.
  2. Leave it to charge for at least 10 minutes.
  3. Try turning it on again.

Still not turning on? Please contact LOKE Support with your device serial number. You'll find it printed on the back of the terminal, and it usually starts with STRM2.

 

The terminal won't connect to WiFi

  1. Restart the terminal. (Don't worry, it will remember your WiFi settings.)
  2. Re-enter your WiFi password and try connecting again.
  3. Move the terminal closer to your router.

If it still won't connect, check that your network isn't blocking internet traffic. Your IT provider or internet provider can help with this.

 

Payments aren't going through

First, check that the terminal is connected to the internet. If the connection looks fine, get in touch with LOKE Support and we'll check the terminal's setup on our end.

 

The QR code didn't appear after payment

Good news, this is usually expected! If no QR code appears, it means the customer's card is already linked to their account, and their points have been added automatically.

If you think something isn't right, contact LOKE Support with the transaction details and we'll take a look.

 

A customer didn't receive their loyalty points

There are a few reasons this can happen:

  • It was their first transaction. When a customer links a new card, points aren't automatically awarded on that very first transaction. This is a known limitation, and we're happy to add the points manually for them.
  • They used a new or different card. If the customer paid with a card that isn't linked to their account, a QR code would have appeared. They'll need to scan it to connect that card.
  • They paid with Apple Pay or Google Pay. These count as separate payment methods. Even if the customer's physical card is linked, Apple Pay and Google Pay need to be linked separately.
  • They didn't tap Continue. After scanning the QR code, customers need to tap Continue to finish linking their card. If they skipped this step, the card may not be fully linked.

Whatever the reason, just contact LOKE Support with the transaction details and we'll get it sorted.

 

A customer can't sign in after scanning the QR code

Ask the customer to check that they're:

  • Using the correct email address
  • Signing in to the correct loyalty program

If they're still having trouble, 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 customer links a card by scanning the QR code at the terminal, it's connected for in-store loyalty only. It won't automatically show up as a saved card for ordering in the app (delivery or pickup).

To use that card for online orders, the customer just needs to add it in the Payments section of their account.

 

The terminal says "card declined"

Declined payments are handled by the customer's bank, not by LOKE. The customer can:

  • Try a different card
  • Try a different payment method
  • Contact their bank if the problem continues

 

How do I process a refund?

To process a refund see this article here

 

Charging and battery

To keep your terminal running smoothly:

  • Keep it plugged into a wall outlet at all times during normal trading.
  • Use the charging dock or cable that came with the device.
  • If you've used it away from the dock during the day, charge it overnight.
  • If it isn't charging in the dock, try plugging the cable into the side port instead.
  • Please note that the terminal won't charge through the side port while it's sitting in the dock, so use one or the other.

 

How do I get help?

We're always here to 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 short description of the issue

The more detail you can share, the faster we can get you back up and running.

 

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