DPN Trouble shooting guide

Magdalena Stoyanova Updated by Magdalena Stoyanova

Device won't turn on

Scenario 1: Broken Docking Station

This issue occurs when the Device does not power on or remains unresponsive.  
Start by performing a reboot - Hold down the Power button for 10 seconds to perform a hard reboot. If the Device stays unresponsive the issue is most probably with the hardware. 
Follow these scenarios to identify and resolve the problem, for maximum efficiency test one after another:  

The docking station's LED indicator does not display the expected colours:   

  •  Solid Green: Device battery is fully charged, or no Device is present.  
  •  Solid Red: Device is charging.  
  •  Other colors or no light: Indicates a possible issue with the docking station.  

  

Steps-by-Step guide:  

  1. Disconnect the Device from the docking station.  
  2. Plug the Device directly into a power source using a USB-C cable provided in the original packaging.  
  3. Check if the Device begins to charge (look for charging indicators on the device).  

 

If the Device charges directly through the USB-C cable, the docking station is faulty.

Unfortunately the docking station can't be ordered separately, only option is to charge the unit directly with USB-C cable. 

Scenario 2: Damaged Cable Leading to Docking Station

This issue occurs when the Device does not power on or remains unresponsive.  
Start by performing a reboot - Hold down the Power button for 10 seconds to perform a hard reboot. If the Device stays unresponsive the issue is most probably with the hardware. 
Follow these scenarios to identify and resolve the problem, for maximum efficiency test one after another:  

If charging the device directly with USB cable fails, there is a chance that the USB-C cable connecting the docking station to the power source may be damaged, preventing the device from charging properly.  

Steps-by-Step guide:   

  1. Disconnect the docking station from its current USB-C cable.  
  2. Replace the cable with a different, functional USB-C cable.  
  3. Connect the docking station back to the power source and check if the LED indicator lights up correctly.  
  4. Alternatively, bypass the docking station by connecting the Device directly to a power source using the new USB-C cable.  
    Any USB-C cable will work for this test. 

If the Device charges with the replacement cable, the original cable is damaged and should be replaced – However we do not provide a replacement USB-C cable, this needs to be arranged by the customer.   

Scenario 3: Device in Deep Discharge Phase

This issue occurs when the Device does not power on or remains unresponsive.  
Start by performing a reboot - Hold down the Power button for 10 seconds to perform a hard reboot. If the Device stays unresponsive the issue is most probably with the hardware. 
Follow these scenarios to identify and resolve the problem, for maximum efficiency test one after another:  

The device appears completely unresponsive even after trying the previous two solutions.  

The Device battery might have entered a deep discharge state due to being left uncharged for an extended period or due to extreme temperatures.  

Important: this issue can be combined with broken USB-C cable or faulty docking station, if docking station LED is not green when the Device is not inserted and does not change to red with Device inserted, different USB-C cable needs to be used for this. 

Steps-by-Step guide: 

  1. Connect the Device to a power source using either original or spare USB-C cable (preferred) or docking station if green LED light is showing when the Device is not inserted.  
  2. Leave the Device connected for 30 minutes to 1 hour without attempting to turn it on.  
    1. This allows the battery to stabilise and begin charging.  
  3. After an hour, check for charging indicators on the device and/or docking station (e.g., Green or Red LED lights depending on the battery status or screen activity).  
  4. If charging begins, allow the device to charge fully before use.  
 Note: Deep discharge can temporarily disable the battery, making it appear non-functional. Patience is required during this recovery phase.  

If the device begins to charge after the waiting period, try to find the reason for deep discharge – this could be due to faulty Equipment (docking station, USB-C cable or loose Device charge port or dirty connectors of the Device) or if the device was left uncharged for too long.   

Scenario 4: Obstructed connectors

This issue occurs when the Device does not power on or remains unresponsive.  
Start by performing a reboot - Hold down the Power button for 10 seconds to perform a hard reboot. If the Device stays unresponsive the issue is most probably with the hardware. 
Follow these scenarios to identify and resolve the problem, for maximum efficiency test one after another:  

Docking station shows green LED even with the Device presented, the charging never starts with Device on the docking station, but it works fine with USB-C cable directly inserted into device.  

Steps-by-Step guide:  

  1. Check if the connectors on the docking station are straight, all four are in place and are not obstructed in any way 
  1. Check if the connectors on the Device are in place and not obstructed. 
  1. Use the clean, wet cloth and wipe the connectors to make sure there is no dirt or anything else that might be obstructing the connection between a Device and docking station 
  2. Insert the device and see if the charging starts. LED on the docking station should switch to solid red and the Device should start charging 
If the Device still does not start, replacement of the Device is needed! Please guide a customer towards METRO support where the device was bought, Metro is the Device provider, therefore also responsible for the replacement of the broken/damaged units.  

Connection Problems (Device Not Connecting to Wi-Fi)

Possible Causes of Connection Problems 

A stable Wi-Fi connection is essential for the DPN Device to function correctly. If the Device terminal cannot connect to Wi-Fi, follow the steps below to identify and resolve the issue from both ends: the Wi-Fi network and the Device itself.  

Possible Causes of Connection Problems 

  1. Wi-Fi Network Issues: 
    1. Weak signal strength or network interference. 
    2. Incorrect Wi-Fi credentials (SSID/password). 
    3. Network not broadcasting the SSID or limited connectivity due to router settings. 
    4. Network security settings (e.g., MAC filtering or firewalls) prevent the Device from connecting. 
    5. Router or modem malfunction. 
  2. Device Configuration Issues: 
    1. Wi-Fi settings on the Device are incorrect or not configured. 
    2. Device is trying to connect to a network with low signal strength. 
    3. Outdated software or firmware on the Device affecting connectivity. 
    4. Device hardware issues (e.g., damaged Wi-Fi antenna). 

 

Steps to Troubleshoot Wi-Fi Network Issues 

Before deeper investigation, customer should Restart the router or modem by unplugging it for 30 seconds and plugging it back in. This way we are sure there is no network issue like IP handling, connection overload or any other issue related to the modem or the router.  Restart the Device by holding the power button for 10+ seconds.  Make sure that Wi-Fi network they are using is password protected and secured, usage of open network is not possible due to data protection.

If the issue is still there, proceed with the following tests:  

1. Verify Wi-Fi Network Settings 

If the network is visible in the Wi-Fi list but can't connect:  

  1. Ensure the Wi-Fi network is functioning properly: 
    1. Check if other devices (e.g., phones or laptops) can connect to the same network. 
    2.  Wifi network must be password protected.   
  2. Check Wi-Fi credentials: 
    1. Ensure the SSID and password entered on the Device match the network settings. They can check this by connecting with a new device, or by forgetting the network from the known device and trying to connect again. 
    2. If the network is hidden, manually input the network details on the Device (SSID, password, and security type). 
  3. Test the signal strength: 
    1. Move the Device closer to the router to ensure it is within range. 
    2. Avoid placing the router near metal objects, thick walls, or other devices that may cause interference. 
  4. Ensure the network is not restricted: 
    1. Disable MAC address filtering or ensure the Device MAC address is added to the whitelist. 
    2. Check the router’s firewall or parental control settings to ensure they aren’t blocking the Device.  

2. Reconfigure Device Wi-Fi Settings 

  1. Open the Settings menu on the Device. 
  2. Navigate to Wi-Fi settings. 
  3. Forget the network: 
    1. Tap the connected network name and select Forget Network. 
  4. Reconnect to the network: 
    1. Select the desired network from the list, input the password, and connect. 
  5. Ensure the Device is set to automatically connect to the network: 
    1. Tap the network name and enable Auto-Connect if available. 

3.Address Potential Device Issues 

  1. Restart the Device: 
    1. Press and hold the Power button, then select Restart from the menu. 
  2. Check for software updates: 
    1. Go to Settings > System Updates > Check for Updates. 
    2. If an update is available, install it and restart the Device. 
  3. Reset network settings: 
    1. Navigate to Settings > System > Reset Options. 
  4. Select Reset Wi-Fi, Mobile & Bluetooth to clear existing network configurations. 

4. Test with an Alternate Network 

  1. Connect the Device to a different Wi-Fi network (e.g., a mobile hotspot or another private network). 
    1. If the Device connects successfully, the original network may have configuration issues. 

How to enable hotspot:  

Android:  

  1. Go to Settings > Network & Internet > Hotspot & Tethering. 
  2. Tap Wi-Fi Hotspot and toggle it ON. 
  3. Optionally, configure the hotspot name and password. 
     

Apple:

  1. Go to Settings > Personal Hotspot. 
  2. Toggle Allow Others to Join to ON. 
  3. Use the provided Wi-Fi password to connect devices.  

5. Check for Hardware Issues 

  1. Verify if the Device Wi-Fi hardware is functioning by attempting to connect to any network.  
  2. If the Device consistently fails to detect or connect to networks, replacement of the Device is needed!
Please guide a customer to visit his Metro store and return the UNIT, Metro is in full control. 

 

Fixing Device -Specific Issues 

 Factory Reset the Device:  

  1. If all else fails, perform a factory reset on the Device to restore it to default settings.  
  2. Navigate to Settings > System > Reset Options > Factory Reset. 
    This will erase all the data from the device, and they will have to set up the unit again from the beginning.  
This step makes sense if we suspect that the issue could be related to some glitch in the system, otherwise skip this step and proceed with Device replacement.  

Battery problems

Possible Causes of Battery Issues 

The Device uses an integrated battery, meaning it cannot be replaced. Battery issues can manifest as rapid power drain, failure to charge, or the Device not powering on despite being connected to a charger. Below are the troubleshooting steps to diagnose and resolve battery-related problems.  

Dish Pay now device supports up to 500 charge and discharge cycles, with a capacity decrease of 15-20% afterwards; DISH Pay App or display always-on: approx. 4 hours 

  1. Faulty charging process.
    The device isn’t charging due to a damaged cable, faulty docking station, or power adapter. (Covered in the: " Device Won’t Turn On" section.)  
  2. Battery degradation.
    Over time, the battery may lose its ability to hold a charge. 
  3. Software issues.
    An outdated or corrupted software version may cause irregular battery behavior. 
  4. Internal hardware fault.
    Damage to the battery or internal power circuitry. 

Scenario 1: battery drains too fast 

This is a sensitive topic – with DISH Pay App or with display always-on: work time of approx. 4 hours is expected. This is the case for the first 500 cycles after that 15-20% battery degradation is expected.  
If the battery life on one charge is not substantially under that threshold it is not considered faulty, but if customer finds battery life too short anyway, following steps can be applied to extend battery life: 

 

Enable Battery Saver Mode:  

  1. Open the Settings app on the device. 
  2. Navigate to Battery.
  3. Select Battery Saver and toggle it ON. 
  4. You can also schedule the Battery Saver mode to activate automatically at a certain battery percentage, like 90%. 

Check Screen Time Since Last Charge:  

  1. Open the Settings app and go to Battery. 
  2. Select Battery Usage. 
  3. Here, you can see details of "Screen time since last full charge" to verify how much screen time device had. Simplify the process of deciding whether the battery is faulty, or the unit is heavily used and not charged regularly. 

Scenario 2: Deep Discharge (Battery Recovery) 

If the Device was left on empty battery for an extended period or if the battery is exposed to extreme temperatures, it may fall into a deep discharge state. This condition occurs when the battery's voltage drops significantly below its recommended operational range, potentially impairing its ability to hold a charge. To resolve this issue, follow these steps:  

  1. Connect the Device to a charger using a USB-C cable or docking station. 
  2. Leave the device connected for 30 minutes to 1 hour without attempting to turn it on. 
    1. This allows the battery to stabilise and begin charging if it is in a deep discharge state.  
  3. Check for any charging indicators (e.g., LED lights or screen activity). 
  4. Once the device shows signs of charging, allow it to charge fully before use. 

Scenario 3: Outdated Software  

Outdated software can interfere with the proper functioning of the battery by causing miscommunication between the system and the battery management unit or by failing to optimize power usage. To ensure optimal battery performance, update to the latest software version by following these steps: 

  1. Power on the device (if possible) and go to Settings > System Updates > Check for Updates. 
  2. Install any available updates to ensure optimal battery management through software. 
  3. Restart the device after updating to apply changes. 

Scenario 4: Factory reset 

If battery issues persist after trying the previous solutions, perform a factory reset:  

  1. Go to Settings > System > Reset Options > Factory Reset. 
This will erase all data on the device, but this will not affect the customer's dish account, previous transaction history and KYC.   

Final Solution: Device Replacement  

If the battery remains non-functional after completing the steps above: 

  • Request a replacement Device.
The integrated battery cannot be replaced; therefore - replacement of the Device is needed! Please guide a customer towards METRO Store where the Unit was baught,Metro is responsible for the replacement of the broken/damaged units. 

Steps to reset the owner PIN

If the owner PIN is forgotten/lost, it needs to be reseted to regain access to the Device.  Below are the steps to reset the PIN based on the provided workflow: 

Steps to Reset the Owner PIN 

Step 1: Attempt to Enter PIN 

  1. On the PIN Entry Screen, enter the owner PIN. 
  2. If the PIN is incorrect: 
  • You will see a message: "Incorrect PIN code. Please try again or Reset Pincode." 

 

 

Step 2: Start the PIN Reset Process  

  1. Select Reset PIN.  
  2. A confirmation prompt will appear: "Are you sure you want to reset the PIN code?" 
Note: Resetting the PIN will log you out of the current device and require reactivation. 
  1. Tap Reset to proceed. 

 

 

Step 3: Log in to Your DISH Account 

  1. You will be directed to the DISH Pay Login Page. 
  2. Log in using: 
    1. Email Address or Mobile Number linked to your DISH account. 

 Follow any on-screen prompts to authenticate your login 

 

Step 4: Set a New PIN 

  1. After logging in, the system will prompt you to set a new PIN: 
  2. Enter a 4-6 digit PIN code of your choice. 
  3. Tap Set PIN to proceed. 

 

  

Step 5: Confirm the New PIN 

  1. Re-enter the new PIN to confirm it. 
  2. If the confirmation PIN does not match, you will be prompted to re-enter both fields. 
  3. Once the new PIN is confirmed successfully, tap Confirm PIN. 

 

 

Step 6: Assign a Device Name 

  1. The system will prompt you to enter a device name for identification within your DISH account: 
  2. Example: "User's Phone". 
  3. Tap Continue to finalize. 

 

 

Step 7: Complete the Setup 

  1. A confirmation screen will appear stating: 
  2. "The device [device name] is now activated. You are now logging into [establishment name]." 
  3. Tap Continue to complete the process. 

 

 

NFC issues 

NFC is not enabled 

Error Message: "NFC is not enabled. Please enable NFC on your device to continue." 

This error occurs when the Device NFC (Near Field Communication) functionality is disabled, preventing the app from processing NFC-based transactions.  

Step by Step guide:

  1. Tap the Settings button. 
  2. Navigate to Settings > Connected Devices > NFC on your device. 
  3. Toggle the NFC option to ON. 
  4. Return to the DISH Pay app and tap Refresh to check if the issue is resolved.  

 In case NFC is still unusable after this step, proceed to:  

  • Navigate to Settings > System > Reset Options > Factory Reset. 
  • Verify if the NFC is enabled and usable 
If the NFC is still disabled or faulty, proceed to replace the Device (Hardware related issue). 

 

NFC Not Available 

Error Message: "NFC is not available on your device. App cannot be used." 

This error indicates that the Device hardware does not support NFC, making it incompatible with NFC-dependent functionalities of the app. 

Step by Step guide:

  1. Press the power button on the Device for 10 seconds to perform a hard reboot. 
    1. Check if NFC is available and working. Navigate to: Settings > Connected devices > NFC > toggled on.
    2. Guide a customer to try and capture a payment.
  2. If the issue is still there, Navigate to Settings > System > Reset Options > Factory Reset. 
    1. Verify if the issue is fixed.
      If not, a replacement of the Device is needed! Please guide the customer towards a METRO Store where the Unit was bought. Metro is the Device provider, therefore also responsible for the replacement of the broken/damaged units. 

No screen lock

Error Message:

"Set a passcode for this device and try again" 

The app requires a screen lock to be set up on the device for security purposes. Without it, the app cannot function properly. 

Step by Step guide:

  1. Tap the Settings button on the error screen. 
  2. Go to Settings > Security > Screen Lock. 
  3. Select and configure a screen lock type (PIN). 
    1. In case Pin is forgotten, follow the steps in: (Issues related with PIN > Steps to Reset the Owner PIN).
  4. Return to the DISH Pay app and refresh the screen to proceed. 

App update required

Error Message:

"Update available. To use this app, download the latest version." 

This error indicates that the DISH Pay app is outdated and requires an update to access the latest features and functionalities. 

Step by Step guide:

  1. Tap Update on the error screen to be redirected to the Google Play Store. 
  2. In the Play Store, tap Update to download and install the latest version of the app. 
  3. After the update is installed, restart the app and check if the issue is resolved. 

Unable to load transaction list

Error Message:

"Unable to load transaction list. Please try again later."  

This error occurs when the app fails to retrieve transaction data, likely due to connectivity issues or a temporary server problem.  

Step by Step guide:

  1. Swipe down on the screen to attempt reloading the transaction list. 
  2. Verify your internet connection (refer to Step Connection Problems (Device Not Connecting to Wi-Fi)). 
  3. Ensure the app is updated to the latest version (refer to Step 9 for app update instructions). 
  4. If the issue persists, contact DISH Support to check for server-side issues. 

Firmware issue (cannot roll back version)

Problem:

Device firmware was recently updated, and now it’s causing performance problems.  Unfortunately, firmware updates cannot be rolled back, and the Terminal has to be replaced.  

Step by Step guide:

  1. Check the firmware version: 
    1. Navigate to Settings > About Device > Build number and confirm the current firmware version – correct one: EU001_V01_20250114 (as of today - 01.26.2025) 
  2. Identify the issues: 
    1. Note any specific problems (e.g., slower performance, app crashes) that began after the update. 
  3. Escalate issue to next level 
    Since firmware cannot be downgraded, the Device needs to be replaced, but more importantly the case needs to be analysed to avoid additional cases on a larger scale.  
At this point, it's safe to proceed with the replacement of the Device, please guide the customer towards METRO Store where the unit was purchased, Metro will take care of the replacement process.  

 

Device Freezing During Transactions 

Problem: 

The Device becomes unresponsive when processing payments.  

Step by Step guide:

  1. Restart the device.
    Hold down the Power button for 10 seconds to perform a hard reboot. 
  2. Clear the app cache.
    Go to Settings > Apps > DISH Pay > Storage > Clear Cache to remove temporary files that might be causing the issue. 
  3. Update your apps.
    Open the Google Play Store, find the DISH Pay app, and ensure it is updated to the latest version.  If it’s not, Google Play will offer an Update button for the app. 
  4. Perform a factory reset.
    If freezing continues, reset the device to its original settings by going to Settings > System > Reset Options > Factory Reset. 
  5. Final solution.
    If the issue persists after these steps, proceed to replace the Device! Please guide the customer towards METRO Store, the unit must be replaced there. 

Device overheating

Problem

The Device feels excessively warm or hot during use or while charging. 

Step by Step guide:

  1. Pause resource-intensive tasks: 
    1. Stop any ongoing downloads, updates, or large transaction processing until the device cools down. 
  2. Use the original charger: 
    1. Make sure you’re using the docking station that came with the Device. 
  3. Keep the device in a cool place: 
    1. Avoid direct sunlight and poorly ventilated areas during use. 
  4. Restart the Device: 
    1. Power off the device and let it cool for a few minutes before restarting. 
  5. Replace the Device: 
    1. If overheating persists even after applying the previous steps, the Unit may have a hardware issue that requires replacement. 

Screen not responding to touch

Problem:

The touchscreen is unresponsive or behaves erratically. 

Step by Step guide:

  1. Clean the screen.
    1. Use a microfiber cloth to clean the screen and ensure there is no dirt or residue. 
  2. Restart the device.
    1. Hold the Power button to reboot the Device. 
  3. Remove screen protectors.
    1. If a screen protector is applied, ensure it doesn’t interfere with touch sensitivity. We do not provide a screen protector with the device, but it's possible to buy a generic screen protector on the market and we need to make sure it's not interfering with the screen if it is applied. 
  4. Perform a factory reset.
    1. If the issue persists, go to Settings > System > Reset Options > Factory Reset. 
  5. Device replacement.
    1. Replacement of the Device is needed! Please guide a customer towards METRO Store, Metro is responsible for replacements. 

Launcher Issues

Possible Causes  

The use of an incorrect launcher may occur due to: 

  • Misconfiguration during the initial setup. 
  • A manual or accidental change of the default launcher settings. 
  • Installation of third-party software that overrides the default launcher. 

When the wrong launcher is used, it can result in functionality issues, default view that customer will have will be a standard android home screen instead of DISH Pay app. 

This is the most obvious sign there is an issue with the launcher: 

Correct Launcher

Wrong Launcher

Steps to Set the Correct Launcher 

1. Open the Settings App  

Navigate to the main settings menu on your device, scroll down twice from the upper part of the screen until you see a gear Icon in the left right corner. 

   

 

2. Locate the "Apps" Section  

  • Scroll down and tap on "Apps" (highlighted in the image). 
  • This section manages installed apps and their settings. 

 

 

3.Select "Default Apps"  

  • In the Apps menu, find and tap on "Default Apps" (highlighted in the second image). 
  • This is where you configure default app behaviours, including the launcher. 

 

 

4.Choose "Home App"  

  • In the Default Apps menu, locate and tap on "Home App" (highlighted in the third image). 
     
  • If anything else is select, but DISH Pay Launcher – it means wrong laucher is used. 

 

 

 5. Set the Correct Launcher  

  • Select the correct launcher from the list, such as "DISH Pay Launcher" (highlighted in the fourth image). 

Once selected, the system will set it as the default launcher and automaticaly switch to a correct home screen. 

  

It is not possible to Delete or Disable the Laucher, so If the issue persists, go to Settings > System > Reset Options > Factory Reset.   

In case the behavior of the Device does not change after a factory reset, replacement of the Device is needed! Please guide a customer towards METRO Store, They will take care of the replacement. 

Account Issues

Issues:

In this section, we will provide a detailed guide on troubleshooting common issues that may arise during the account creation process, KYC verification procedure, or when dealing with licensing-related challenges. 

Google play store issues 

Google Play Store is Configured with the Wrong Region - Resulting in the DPN App Being Unavailable or Unable to Install Due to Regional Restrictions.

If the regional settings on the Device are incorrect for the country of operation, the Google Play Store might display prices in the wrong currency or limit access to country-specific applications like DPN app. 

Step by Step Guide:

  1. Adjust Google Play Store Country Settings (could be time consuming for the customer and complicated): 
    1. Open the Google Play Store. 
    2. Go to the Account section in the menu. 
    3. Select Country and Profiles. 
    4. Choose the correct country for the Device operation. 
    5. Follow the prompts to update the payment method if required.
  2.  Create a New Gmail Account for the Correct Region (easier approach): 

It is also possible to create a new gmail account that will be used with DPN and for this specific region, explain how to create a new Gmail account: 

  • Visit https://accounts.google.com and click on Create Account. 
  • Enter the required details and select the correct country during account setup. 
  • Log in with this new account on the Device. 

This addition ensures all potential regional issues affecting Google Play functionality are addressed comprehensively. 

DISH.co is in the wrong language

Regional Settings and Language Mismatch Preventing Access to the Correct DISH.co Version 

A customer from an unsupported region, with Google account, and language settings configured for that region, may encounter an issue when scanning a QR code for DISH.co registration.   The system may direct them to a version of DISH.co specific to their region, which has not yet been released. As a result, they will be unable to proceed with registration. 

Solution: 
  • Manual Redirection to the Correct Version: 
     
  1. Change the language on the site (easiest):  
  2. Instruct them to open the link manually in their browser for the right region. 
  • Adjust Regional and Language Settings: 
     
    Follow the steps in the section above:     Google play store issues. 

By addressing the regional mismatch and offering alternative solutions, customers can access the correct version of DISH.co regardless of their default settings. 

 

DISH account/onboarding issues 

 

Can't verify my phone number 

 

 If you encounter problems during the mobile number verification process, review the following potential issues and solutions: 

  

1. No SMS Received 

Cause: Delays in the SMS delivery due to network issues or incorrect mobile number entry. 

Solution:  

  1. Verify that mobile number is entered correctly. 
  2. Check the network signal and ensure the device is not in airplane mode. 
  3. Reboot the phone  
  4. Wait a few minutes before attempting to resend the code by clicking Resend Code. 

 

If everything else fails, the customer needs to contact the mobile service provider to ensure there are no restrictions on receiving SMS from the service.  

 

2. Entered Code is Invalid 

Cause: The verification code was entered incorrectly or expired. 

Solution:  

  1. Ensure the code is entered exactly as it appears in the SMS, paying attention to any special characters or spaces.  
  2. If the code has expired, click Resend Code to generate a new one. 

 

3. Mobile Number Already in Use 

Cause: The mobile number entered is already registered with an existing account. 

Solution:  

  1. Verify if you’ve previously used this number to create an account. 
  2. Use a different mobile number to register or retrieve the account linked to this number. 

 

4. Technical Glitch 

Cause: Temporary issues with the app or server. 

Solution:  

  1. Restart the application or refresh the page. 
  2. Clear your browser or app cache and try again. 
  3. Ensure you are using the latest version of the app or web browser. 

 

If all the steps fail, escalate the issue to a higher support level, as it may indicate a problem with our servers or underlying system functionality. 

 

  Email issues 

  

Suggested Steps to Resolve:  

  1. Check for an Existing Account:  
  • Try logging in with the same email address. If the password is unknown, use the "Forgot Password" option to reset it.  
     
  1. Use a Different Email Address:  
  • If the email is indeed used and cannot be accessed or verified, consider registering with a new or alternative email address. 
     
If none of the above steps resolve the issue, and it's confirmed that this email address was never used (customer doesn't want to use alternative email address). Proceed to escalate the issue.   

Generic error 

 

 

The message "There was an error registering the user. Please try again later." is a generic error that indicates the registration process could not be completed successfully. This type of error doesn't provide specific details about the cause, so it could result from a variety of issues. 

  

Possible Causes: 

  1. Server-Side Issues: 
  • Temporary downtime, overload, or maintenance on the server handling the registration process.  
  1. Network Connection Problems: 
  • Weak or unstable internet connection during the registration attempt. 
  1. Invalid or Missing Data: 
  • Some required fields might be missing or incorrectly formatted. 
  1. Software Bugs: 
  • A glitch in the application or website prevents successful registration. 

 

 

Suggested Steps to Resolve: 

  1. Retry the Process:  
  • Wait a few minutes and try registering again. Ensure all required fields are filled correctly.  
  1. Check Network Connection:  
  • Confirm that customer has a stable internet connection and refresh the registration page before retrying.  
  1. Clear Cache:  
  • Clear your browser cache or app data and reload the page before attempting to register again.  
  1. Use a Different Device or Browser:  
  • If the error persists, try completing the registration on another device or in a different browser.  
  1. Final solution:  
  • If the issue continues, escalate the issue further, and include any steps taken and the time of the error, to help diagnose the issue. 

 

 

 

KYC troubleshooting  

Application in review longer than expected 

 

The message "In review: Your submission was successfully processed, and it will be reviewed by a support representative in 2-3 business days" indicates that a user’s submission has entered the review process. However, if the review period exceeds the expected 2-3 business days, it may indicate an underlying issue.  Note: if the business details are updated, this will slightly extend the review period.  

Steps: 

  1. Check the status of KYC 
  2. Impersonate the customer and Analize the KYC form. 
  3. Check for any inconsistencies with the uploaded documents, errors on the KYC form, etc. 
     
Analyzing KYC issues is no different from addressing the standard KYC issues that occur daily. The only significant difference is that, in this case, the customer completes the KYC process independently.  
Application rejected  

 

The message "Rejected: Your application was rejected. Please review the information and submit the form again." indicates that the user's application could not be approved. This rejection is typically due to issues with the information provided or supporting documents. 

 

Common Reasons for Rejection: 

  1. Incomplete Information: 
  • Some required fields in the application were left blank or filled out incorrectly.  
  1. Invalid or Incorrect Data: 
  • The information entered (e.g., business name, address, or tax identification number) does not match official records. 
  1. Unsupported or Invalid Documents: 
  • Uploaded documents may be unclear, expired, or not compliant with the required format or standards. 
  1. Technical Errors: 
  • A system glitch may have incorrectly flagged the application. 

 

Solution:  Analyze the KYC process, correct any inaccurate data or inconsistencies, and initiate the review again. 

  

Multi-establishment support  

DISH Pay Now is designed for single-location operations. If a customer already has a DPN device and decides to add a DISH Pay Device, the terms and conditions of the DPN device (the first device purchased) will apply to all future devices. Essentially, the transaction rules and agreements from the initial contract with DISH remain in effect for all devices linked to the account. 

Summary:  DISH Pay Now is limited to single establishments only. 

  

DPN Device is lost or stolen 

DPN Device is lost or stolen, the device needs to be blocked as soon as possible. To do that follow these steps: 

Login to DISH Portal: 

  1. Navigate to dish.co in your web browser. 
  2. Enter your DISH credentials (username and password) to log in to your account. 
     

Access the DISH Pay Dashboard: 

  1. After logging in, locate and click on the DISH Pay dashboard option on the main menu. 
     

View Device Overview: 

  1. Within the dashboard, you will see an overview of all your registered devices. Each device will be listed with its details (e.g., device ID, status, and location). 

Block a Device: 

  1. Identify the device you wish to block from the list. 
  2. Select the device by clicking on it, and look for the "Block Device" option (usually in the settings or actions menu for the selected device). 
  3. Confirm the action when prompted to successfully block the device. 

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