Who is this guide for?Anyone at the terminal.
Before you begin
- You know your Wi-Fi network name and password.
Join your Wi-Fi
On the terminal
- Swipe down from the top of the screen and open Android's Settings.
- Open the Wi-Fi list (on most terminals it's under Network & internet).
- Tap your network name and type the password.
- Wait until the network says Connected.
- Open Surge again.
Check the connection in Surge
On the terminal
- Look at the strip at the top of the sell screen. A message such as 2 sales waiting to sync or Catalog is more than a day old means the terminal isn't reaching Surge.
- Tap Settings in the bottom bar, then This terminal.
- Tap Update now.
- Check that Waiting to send goes to 0 and Prices says Current.
What still works offline
The terminal keeps selling from the items it already has. Cash sales are saved and sent when the connection returns.
Cards can't be approved offline. Customer lookup, Tabs, Orders, reports and email receipts also need a connection.
If support asks for a network test
The terminal has a hidden Payment diagnostics panel for troubleshooting. Support may walk you through opening it and pressing Network test, which checks whether the terminal can reach your router, your kitchen printer and Surge.
Support may also ask you to press Share log to send them the results. Do this before restarting the terminal, because a restart clears the log.
In Payment diagnostics, press only what support asks for. Test sale $1.00 charges a real card, and Close card batch closes your batch.
Give kitchen printers a fixed address on your router. A printer that changes address stops getting tickets.
If Waiting to send won't go down while Wi-Fi shows Connected, contact Surge support. Email info@surgeups.com.
Still stuck?
info@surgeups.comEmail us your business name and what you were trying to do.