FAQ - DISH Pay Now

Joshua Detjen Updated by Joshua Detjen

Device Issues and Support

My device is not working - what do I do?

• Turn it On/Off

• Update the App

• Verify you have a valid Wi-Fi connection

• Contact the Dish Support Team.

My device doesn’t turn on - what should I do?

• If your device isn’t starting, has a black or blank screen, or turns on but immediately turns off, try these steps to fix the issue.

• Press and hold the Power button for 5–7 seconds, or up to 30 seconds.

• If the device still does not turn on, please call DISH support. Click here for our contact information.

In the unlikely event of an issue with my device. What should I do?

• Please contact DISH Support, we will ensure to resolve your issue accordingly.

How can I get another device?

• You would like to get another DISH Pay device? Via the following link (click here) you can get in touch with our Sales Representative who will be happy to support you with another device.

I already have a DPN device, can I get a DISH Pay Terminal?

• Yes, we would be glad to support you with another device from DISH Pay! Simply click on the following link and reach out to our team. (Click here) A sales representative will shortly reply to your request.

What are the associated costs for DISH Pay Now?

  • Please refer to the price sheet available on dish.co for detailed information.

Account Verification

Why do I need to provide my business information?

• As a regulated payment product, DISH Pay Now must comply with legal and regulatory requirements. Part of this involves collecting business information to verify your identity and ensure compliance with anti-money laundering (AML) and financial regulations.

What documents do I need to provide?

• You will need to submit the following documents:

• A valid form of ID (passport, national ID card, or driving licence).

• A bank statement showing your business account details.

• Your official business registration document (such as a Certificate of Incorporation or equivalent).

How long does the account verification process take?

• The entire account verification flow takes just a few minutes to complete. Once you have submitted your documents, it may take 2 to 3 business days for our team to verify them. You will receive a confirmation email once the process is completed.

What should I do if I get stuck during the account verification process?

• If you encounter any issues during the account verification process, please:

• Double-check that you have uploaded clear, valid documents.

• Ensure all required information has been correctly filled out.

• If you’re still having trouble, reach out to our support team for assistance, and they will help guide you through the process.

Payment Processing

What types of payments can be accepted with this device?

• Visa and MasterCard contactless-enabled cards and mobile wallets like Apple Pay, Google Pay, and Samsung Pay work with DISH Pay Now. We continuously expand our card acceptance.

Can I accept Girocard?

• Yes, since it is co-branded, the fees will be linked to MasterCard transactions.

How does Tap to Pay work?

• Tap to Pay employs NFC technology for secure communication between your card/device and the terminal, swiftly transmitting payment information for processing.

Transactions

How can I track sales and analyze data with this device? Where can I see all my transactions?

  • For a detailed overview of your daily transactions, please access your DISH Pay Dashboard.

You can do so by logging in to your DISH account via DISH.co. You will then be able to check all your transactions and refunds from today and prior days.

To learn more about the dashboard, check out the following Article.

To access an overview of your transactions done with your device on the spot, you can also check via your device. Simply open your DISH Pay app, go to the upper left corner and check "transactions".

What security measures are in place for payment processing? / Is Tap to Pay secure?

• The device provides the same security standards as classical terminals. All products within DISH Pay are certified with the latest industry standards and offer the highest security for payments.

Are there transaction limits?

• Transaction limits vary by card issuer and regulations, set to ensure security and prevent fraud.

• If the transaction limit is above the limit for transactions without PIN verification, the device will display a PIN pad on the screen for the cardholder to input their PIN.

My transaction gets declined - why?

• There are several reasons why this can happen. Please check that you are positioning the card correctly:

  1. On the top of the device, holding at the middle of the screen.
  2. Hold the card/other payment device still for two seconds to guarantee the transaction goes through.

• If issues persist, try using an alternative payment method.

What if my device shuts down during a transaction?

  • If this occurs, you can conveniently check the status of your transactions via:
  1. Your DISH Pay Now device, by clicking on checking transaction list
  2. Your Dashboard by logging into DISH.co. You can best access it via a browser or by downloading the DISH app to your smartphone.

To find out more about the DISH Pay dashboard, click here.

Can Tap to Pay be used for online transactions?

• Currently, Tap to Pay is only available for in-person payments.

How can I share receipts with customers?

  • Once you processed a payment, you have the option to share a digital receipt via:
    • QR code: click on "QR code" and ask your customer to scan the prompted QR code with his smartphone. They will immediately receive the receipt on their device
    • Email: simply click Email, type in the email address of your customer, and they will receive the Receipt via email.

Refunds

How can I process a refund?

  • You would like to refund a transaction taken with your device? No problem! When you have the DISH Pay App open, simply
  1. Click in the upper left corner on Transactions.
  2. Click on the transaction you would like to refund.
  3. Click on refund.
  4. Insert owner pin code if prompt.
  5. Initiate refund.

Your customer should soon receive the refund from the payment

Device Setup

What if I don’t have a Google account?

• In case you don’t already have a Google account to set up your device with, here is a quick tutorial on how to create your own Google account: ​How do I create my own Google account for DISH Pay Now?​

When setting up a Google Account, do I need to choose a private or business account?

  • The creation of the Google account is necessary to ensure that you receive necessary updates with your DISH Pay Now device. However, your Google account is not connected to your payment processing and the use of DISH Pay Now. The use of DISH Pay Now is guaranteed with both Google Account types (private or business).

Why do I need a Google Account?

  • You will need a Google Account and will need to sign in your DISH Pay Now device during setup to receive the latest updates for the DISH Pay app. This aspect is essential to ensure all security aspects when accepting transactions with your customers.

What happens if NFC isn't enabled?

  • If the NFC functionality of your device is not enabled, the payment request will fail. You must ensure NFC is always turned ON the device.
    To check this, you can swipe down your screen to see the quick access settings. Ensure that NFC is turned on.

No lock screen (pattern/pin code) is enabled, what do I do?

  • To do transactions, the highest security standard must be enabled for your device.
  • A PIN code is needed to unlock it from safe mode. Without having the PIN code installed, you won't be able to do transactions.
  • If you want to set up a new pin code, simply go to the top right corner of your screen and press System Settings, then look for the Screen Lock function, re-enter your pin and then select your new pin for the device.

Why do I need a Device PIN code?

  • It is a requirement from authorities that a mobile device accepting payment must have an active PIN code to unlock the device.
  • You must ensure the device PIN code is set up from the beginning and remain active to use the DISH Pay app.
  • Your transactions will be rejected if you deactivate the device PIN code, you need to go back to your mobile device settings and reactivate one. You need to go under settings< security & privacy < screen lock.

Battery consumption of the device: How long will the battery last(hours/day etc.)?

  • This will vary according to use. The included charging cradle lets you charge the device without having to plug it in and unplug it, and the battery life can last up to 4 hours with frequent unplugged use.

I don’t want to continue using the device, what should I do?

  • As you only pay per transaction, simply stop using the device. If you want to permanently delete your DISH Account, please contact DISH support.

On which network can Tap to Pay connected operate? Cellular network or Wi-Fi?

  • An internet connection is required for real-time payment transactions. Your device can operate with any functioning WLAN network.

How did we do?

3. Start processing transactions

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