Kiosk Payment Setup and Troubleshooting

This guide covers payment configuration for your MyOrderBox Kiosk, including Stripe card payments and troubleshooting common issues.

Supported Payment Methods

Card Payments via Stripe

The kiosk supports contactless and chip card payments through an integrated Stripe card reader (on K2 terminals) or an external card reader.

Supported cards:

• Visa
• Mastercard
• American Express
• Contact and contactless payments
• Chip and PIN

Cash Payments

If you prefer to accept cash or allow customers to pay in-store, you can configure the kiosk to collect payment information without requiring card insertion at the terminal.

Setting Up Stripe Payments

Prerequisites

1. Your MyOrderBox account is linked to a valid Stripe account
2. Your Stripe account is in live mode (not test mode)
3. Your Sunmi K2 terminal has the integrated card reader active, or you have an external card reader connected to your Flex 3

Configuration Steps

1. Go to Back Office > Setup > Payment Methods
2. Select Stripe Card Reader from the available options
3. Ensure your Stripe merchant ID is correctly entered
4. Activate payments on the kiosk by toggling "Enable Card Payments" to On
5. Set a connection timeout (typically 30 seconds)
6. Save your configuration

The kiosk will test the connection to your card reader on next startup.

Troubleshooting Card Payments

Card Reader Not Available

Symptom: Customers cannot insert cards, and the kiosk shows "Card reader unavailable"

For K2 terminals:

1. Check the physical connection of the card reader (usually integrated)
2. Restart the kiosk: power off, wait 10 seconds, power back on
3. Go to Settings > Hardware Check and verify the card reader is detected
4. If still unavailable, contact your hardware provider

For Flex 3 terminals:

1. If using an external card reader, verify the USB or Ethernet connection
2. Power cycle the external reader
3. Ensure the reader firmware is up to date
4. Try a different port if available

Stripe Account Errors

Error: "Invalid merchant ID"

• Verify your Stripe merchant ID in Back Office settings
• Confirm your Stripe account is in live mode (not test mode)
• Check with your account manager that Stripe connectivity is enabled for your store

Error: "Connection timeout to payment processor"

• Check your internet connection is stable
• Verify the Stripe API is accessible (not blocked by firewall)
• Restart the kiosk
• If issue persists, contact MyOrderBox support with screenshots of the error

Error: "Payment declined"

• The card may have insufficient funds
• The cardholder's bank may have declined the transaction
• Ask the customer to use a different card
• Check Stripe dashboard for transaction logs

Payments Not Processing

Symptom: Customer inserts card but payment never completes

1. Check the internet connection is stable
2. Verify the card reader is properly connected (see above)
3. Restart the kiosk
4. Try a different test card if available
5. Check your Stripe account isn't suspended or limited:
   • Log in to your Stripe dashboard
   • Look for any warnings or account alerts
   • Contact Stripe support if your account has restrictions

Slow Card Reader Response

Symptom: Card reader takes more than 10 seconds to read card

1. Ensure the card is fully inserted or held still for contactless
2. Clean the card reader contactless pad with a soft cloth
3. Update the card reader firmware if available
4. Check for interference from other devices

Best Practices

• Test cards regularly: Use your Stripe test cards weekly to ensure the reader is functioning
• Monitor transaction logs: Check your Stripe dashboard regularly for failed transactions
• Internet redundancy: Consider having both WiFi and Ethernet as backup connections
• Customer awareness: Display clear signage explaining accepted card types and contactless payment

Cash Payment Workflow

If you want to accept cash without a card reader:

1. Configure the kiosk to show "Pay at counter" or "Cash accepted" option
2. Customers will see an order summary with total due
3. Staff will collect cash payment and confirm in the system
4. This allows you to serve customers without requiring card processing

Support

If card payment issues persist, contact MyOrderBox support with:

• Your Sunmi terminal model
• Error message screenshots
• When the issue started (after recent update, always been there, etc.)
• Your Stripe account details (you can safely share merchant ID)
• Recent transaction history from Stripe dashboard