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 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 for the account verification process?

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 for the DISH Account verification process (also known as KYC (Know-Your-Customer) process?

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).

• Any government-issued document that officially registers your business (e.g., Certificate of Incorporation, VAT registration). These documents help confirm your identity and verify that your business is legitimate.

How long does the DISH Account verification process (also known as KYC (Know-Your-Customer) 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 DISH Account verification process, also known as KYC (Know-Your-Customer)?

If you encounter any issues during the account verification process, please double-check that you have uploaded clear, valid documents that meet the format requirements:

  • Allowed Formats: JPEG, JPG, PNG, or PDF.
  • Size Limits: Minimum 1 KB, Maximum 4 MB. (If documents are too small convert to PDF).
    For further guidance, check out the following PDF. Further, 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.

I received an error message when trying to add an establishment, what should I do?

Please follow the steps indicated in your error message as it will show you where inout might have to be added or adjusted.

MyDISH Account verification process (also known as KYC (Know-Your-Customer) process is not passed, what should I do?

Once there is an update on your DISH Account verification process (also known as KYC (Know-Your-Customer) process, we will contact you via email. You will also receive a status update on your DISH Pay Now device. If you have further questions regarding this subject, please reach out to customer support.

Payment Processing

What types of payments can be accepted with this device?

Visa, MasterCard and AMEX 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 Visa/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?​

It is important that you have a Google account registered in the country you are living in.

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.

What is the Owner’s PIN code, should I create one?

Yes, you should create an Owner Pincode. The Owner’s PIN code allows you to perform certain actions like refunds only for people who know this PIN code, it gives you more control over who can refund money.

Is internet connectivity required to use the device?

An internet connection is required for real-time payment transactions. Make sure to have it connected to WiFi

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

Your device can operate with any functioning Wlan network

Which Operating System is the DISH Pay Now device working on?

The DISH Pay Now device is operating on Android 14.

Do I need to connect the DISH Pay Now device to another device?

No, you don't need another device. The DISH Pay Now device has all the functions you need to accept payments. Make sure that the WLAN is connected (this is also possible via a hotspot).

Troubleshooting

My docking station looks broken, what to do?

Observe The docking station's LED indicator, the expected colors are:   

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

Try to charge your device directly through the USB-C cable, If the device responds to USB-C cable plugged in it means the docking station is faulty – unfortunately the docking station can't be ordered separately, so the only option is to charge the unit directly with USB-C cable.  

I damaged my USB cable that leads to the charging station, what to do?  

If the original cable is damaged and needs replacement, you can use any available USB-C cable. We do not provide a replacement USB-C cable, but those are widely available. 

 

I left my device without power for long periods of time and now it's unresponsive even at the docking station? 

 This probably means that the battery has entered a deep discharge state due to being left uncharged for an extended period or due to extreme temperatures. Please leave the device on the docking station for 30-60 minutes uninterrupted and try to turn it on again. 

My device won't connect to my Wi-Fi network / I can't see my network on the Wi-Fi list 

In both cases please 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.  

Please also restart the terminal by holding the power button for 10+ seconds.  

Try to connect to your Wi-Fi again, if it fails you can also try to connect to the alternative WIFI network, that way you can make sure that your network settings are not blocking the connection.  

In case this fails, or you don't see any network on the Wi-Fi list, please contact our support. 

How can I perform a factory reset of my device?  

If you want to perform factory reset of the device for any reason, please follow the steps:  

  1. Navigate to Settings > System > Reset Options > Factory Reset. 

This will erase all the data from the device, and you will have to set up the unit again from scratch.   

 Note: This will not affect your account or transaction history that will be avaliable once you log in to you account again. 

  

My battery drains too fast. How can I improve this? 

Your device should provide up to 4 hours of usage on one charge, if this is substantially lower, contact support to help you with troubleshooting. To extend your battery life and enable power saving mode please do the following:  

  1. Open the Settings app on the device. 
  2. Navigate to Battery. 
  3. Select Battery Saver and toggle it ON. 

You can also schedule the Battery Saver mode to activate automatically at a certain battery percentage, like 90%. 

I forgot my pin, how can I reset it?  

To reset the pin, follow the steps: 

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

I’m unable to make any payments because my PIN hasn’t been set up. What should I do?

If you are unable to make payments due to: "Set a passcode for this device and try again", it means there is no screen lock on the device. Follow the steps to set it up:   

  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). 
  4. In case Pin is forgotten, follow the steps in: (Issues related with PIN > Steps to Reset the Owner PIN) 
  5. Return to the DISH Pay app and refresh the screen to proceed. 

My app is outdated, how to update it? 

 If your app is outdated, the error message will pop up: "Update available. To use this app, download the latest version." 

  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. 

Alternatively locate your app in Google play store and manually start the update process. 

 

App is unavailable in my country in Google Play Store, how can I install it? 

If the regional settings on the terminal are incorrect for the country of operation, the Google Play Store might limit access to country-specific applications like DPN app. 

Possible solutions: 

  • Adjust Google Play Store Country Settings: 
  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 terminal’s operation. 
  5. Follow the prompts to update the payment method if required. 
     
  • Create a New Gmail Account for the Correct Region: 

It is also possible to create a new gmail account that will be used with DPN and for this specific region.

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

I can't register on DISH.co, why? 

If you're in a certain country region and your language settings are configured for that region, you may encounter an issue when scanning a QR code for DISH.co registration. 

The system may direct you to a version of DISH.co specific to your region, which has not yet been released. As a result, you will be unable to proceed with registration.

To fix this, please manually switch the language on the DISH.CO website: 

Important: it is important that you use a Google Account registered in the country you are currently living in. 

My DPN Device is lost or stolen, what to do? 

 If your device is lost or stolen it 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 the 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.

How do I change the language for my DISH Pay Now device? 

First step of setting up your DISH Pay Device you will be able to change the language, on this screen select your preferred language by pressing on "English (United States)".

 

If you want to change the language of your device after initial setup, please follow the steps:  Settings>System>Languages>System language/App language.

What should I do if the SEPA screen of my IBAN is not recognised? 

Check whether the IBAN matches the country in which the company is based.

Further information can be found in the following information on the individual countries:  

Germany (DE) 
Length: 22 characters 
Format: DEkk BBBB BBBB CCCC CCCC CC 
Example: DE89 3704 0044 0532 0130 00  
France (FRA)
Length: 27 characters 
Format: FRkk BBBB BGGG GGCC CCCC CCCC CKK
Example: FR76 1234 5678 9012 3456 7890 189  
Italy (IT)  
Length: 27 characters 
Format: ITkk XBBB BBCC CCCX XXXX XXXX XXX 
Example: IT60 X054 2811 1010 0000 0123 456  
Netherlands (NL)  
Length: 18 characters 
Format: NLkk BBBB CCCC CCCC CC 
Example: NL91 ABNA 0417 1643 00 

Explanation of Components:  

  • kk: Check digits (2 digits). 
  • BBBB: Bank code. 
  • GGGG or CCC: Branch or account number parts, depending on the country. 

How did we do?

DISH Pay Now Datasheet

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