Get help from Surge support

Try these first

1. Tap Settings in the bottom bar, then This terminal.
2. Under Data, tap Update now. This fetches the latest prices and sends anything waiting.
3. If that doesn't help, tap Reload the app under Terminal.

What to have ready

• Your business name and location.
• The device's name and serial number. In the back office, go to Store setup > Devices. The serial is under the name.
• Whether it's online: the Status and Last seen columns on Devices.
• The terminal's details: Settings > This terminal shows Shop, Device, Signed in, Screen and Version, and how many sales are Waiting to send.
• The order or receipt number.
• The exact message on screen. Write it down word for word, or take a photo.
• When it happened, and whether it keeps happening.

Common screens and what they mean

• Pair this register: the terminal isn't paired. Pair it under Store setup > Devices.
• No catalog yet: the terminal hasn't downloaded your items. It starts when it reaches the network.
• This account is on hold: a payment is overdue. Contact Surge support to pay.