Frequently Asked Questions

Please use these questions and answers to help with some easily resolved issues. If you can't find the answer you're looking for, please log a support call.

FAQ's by product area

UPay/UPOS

The cash loader accepted a note but it has not updated the card balance?


A common cause of this problem is a slow or disconnected network. To check this you can: - Check for red text on the bottom of the loader that reads 'Offline'




The cash loader is not reading any cards?


A common cause of this problem is a slow or disconnected network. To check this you can: - Check for red text on the bottom of the loader that reads 'Offline'




The cash taken from the loader does not match the totals indicated in the loader tally?


A common cause for this is the management card not being tapped at the correct time. Ensure the correct process is followed during the emptying of the loader and the discrepency will be rectified




The cash loader will not accept any notes?


There are two common causes for this issue either there is a note stuck in the acceptor or the note cassette is full:

  • If the note cassette is full you should see a blinking red light on the front of the note accepter. If this is the case, emptying the note cassette will resolve the issue.
  • If there is no blinking red light, there may be a note stuck in the note acceptor. To check for and remove jammed notes, remove the note cassette and slide the red catch on the top of the note acceptor to the left as indicated by the arrow. This will release the rear mechanism which will pivot at the bottom allowing access to the note path. Remove any notes and debris and click the rear mechanism firmly back in place.




The till drawer won't open


The till drawer is connected through the printer. Check the printer is connected and turned on.




The till is not printing reciepts, what can I do?


The till may be set up not to print reciepts automatically. If this is the case ensure the 'Print Reciept' button on the till is being selected after purchased. If a reciept is still not printing check the follwing:

  • The printer has power and the light is on.
  • The printer has till roll and this is placed correctly into the printer.
  • All cables connecting to the printer are secure correctly.




What does 'card number not found' mean?


'Card Number not Found' indicates that the user has not been created in Uniware Cloud or their card number has not been correctly added to their account. To resolve this issue go to the 'Card Users' section of UniwareCloud.




The Chip and Pin device is not working. Getting the error 'Seek Alternative Payments'?


This error is caused by the Chip & Pin device becoming disconnected from the till. Check the cabling on the device to ensure it is correctly secured and restart the reader. If this does not resolve the issue the till will need to be restarted.




How to set up a Loyalty Promotion on UPAY?


Loyalty Promotions are a great way to incentivise your customers with great offers on-site helping you to retain and grow your customer base. Offer a ‘buy one get one free promotion’ or a discounted rate on certain items/times or a bundle deal and the famous ‘buy 10 coffees get 1 free’ You can also create more loyalty by setting up loyalty points at a redemption rate you choose, for your customers to accumulate and redeem as they spend. Customise your loyalty programmes to suit your specific requirements/customer preferences.

If you would like one of our team to do a walkthrough on these functions give us a call/email.
Many of our customers love some of the other tools available on UPAY – Promotions Push Messaging Order Ahead Bespoke reporting Self Service tills

Watch out for our weekly updates on all of the great tools you can use on UPAY.

HOW TO SET UP LOYALTY PROMOTIONS GUIDE




How do I set up Order Ahead on UPAY?


Did you know about the
Order Ahead/Click & Collect functionality on UPAY? Customers can pre order and collect food at a selected time and location. This speeds up service time and gets rid of the need for customers to physically go to the food service area to order their food. Using the many functions on UPAY will help you increase your efficiency, sales and profits
✔ One of the many optional features of UPay is the Order Ahead module
which can be used to order online for delivery or collection.


✔ This online ordering solution allows customers to place advancedorders for items, arranging delivery or collection at a time that suits them.



✔ Orders can be sent to a printer, email address or order screen. Set up as many delivery, collection and prep areas as needed with as many different menus required. Users can make these purchases online via desktop, laptop or mobile via the UPay app.
Benefits of UPay Order:
● Remove Queues
● Aid Social Distancing
● Eliminate cash - improve hygiene
● Convenient way for busy customers to order from their desk or on the move.
● Collect or have it delivered at a time that suits.
● Allows for preparation in a timely manner, providing a higher level of customer service.
● Easy to setup from within Uniware Cloud.
● Payment made in advance.
Promotions Loyalty Push Messaging/Notifications Order Ahead Bespoke reporting Self Service tills




How do I set up Push Notifications on UPAY?


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Here is a guide on how you set up Push Messages on UPAY in 4 easy steps.

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If you would like one of our team to do a walkthrough on these functions give us a call/email.
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HOW TO SET UP PUSH MESSAGING/NOTIFICATIONS




What other related products do you offer?






Pelican Coin Sorter

Coins are going into the wrong pocket. How can this be fixed?


Coins going to the wrong pocket can be a sign of dirt or dust in the machine. Open machine and remove any debrie from the rail.




How to use my Pelican 309?






Newton F Note Sorters

Machine does not count the old and new denominations together?


Go to old/new tab by pressing Function and use arrows on right to search for tab. Make sure it is set to 'Off' by pressing and highlighting off. Machine will go back to the count screen when pressed.




Machine will not count to a full batch (100)


To resolve this issue go to batch tab,set batch to highlight 'P' if not already highlighted and press '100' then OK. '100p' should be displayed on the bottom of your count display.




Machine rejects too many fit notes?


To resolve this issue clean out all sensors including glass plates behind rear cover then reboot machine.




When powering doing on the machine separate sensor error marked with red box appears?


To resolve this issue open main cover (front) using the button under the display and check inside for any obstruction




When using the machine a Jam Separate error appears?


To resolve this issue open main cover (front) using the button under the display and check inside for jammed notes




When powering on the machine a error occurs 'Reject Count Sensor with red box'


To resolve this issue move machine away from window or from under floresent light and reboot machine




When powering on the machine a error occurs 'Hopper Sensor with red box'


To resolve this issue move machine away from window or from under fluorescent light and reboot machine




Is there a video to show case the Newton systems?





What does the Newton 3 offer?





How does the Newton 3 compare to the Newton F?









Do you have a top tips guide for the Newton K5A ?


CLICK HERE




Do you have a top tips on how to get the best from the Newton 3?


Please Click Here What can the K5-A High-Speed Banknote Sorter be used for? Count and sort denominations in modes Normal / Auto / Mixed /Direction … Sort Fit from Unfit notes as per ECB standards How to Value Sort? Value Normal Sort (5,10,20,50) Step 1 - Press Mode and select Normal Value will be displayed beside the Euro flag. This mode will sort Notes €5,10,20,50 into pockets A,B,C,D Step 2 - . If €5,10,20,50 is not displayed in pockets press Denom until it appears. How to Value Auto Count? Step 1 - When in Value press the ‘Denom’ button until Denom Auto is displayed in each pocket. This mode will allow you to work with one denomination in all pockets or work with sorting higher denominations such as €100/200/500 How to Value Mixed count? Step 1 - When in value mode press the Denom button until Denom Mix is displayed in each pocket. This mode will allow you to count mixed bundles of notes. How to Value Direction sort? Step 1 - When in value mode press the Mode button and select direction. Step 2 - Each pocket should display F/U F/D B/U B/D this mode will sort the orientation of the note as per pocket. How to Fitness Sort? Step 1 - To go to Fitness sorting press mode and select Fitness. Step 2 - In this mode you can separate Fit from Unfit notes as per ECB standard. Step 3 - Pocket A and B will present Fit notes. Pocket C and D will present Unfit notes. Some Examples of Unfit notes are Taped / Stained / Soiled / Missing corners / Hole / Tear / Washed How to Free count? Step 2 - To select free count press Mode and select Free. IMPORTANT: This mode only counts pieces of paper and does not do any authentication or recognition on notes How to do Batch setting? K5-A has pre programmed Batch presets. Step 1 - Using the batch button you can select between 10/20/50/100/150 and 200 Batches per pocket. Step 2 To customise your Batch for Pieces or an amount press and hold the Batch button, enter your amount and press accept. How to keep a running total after notes are removed? Step 1 - When the ADD button is pressed a white background is created behind the Plus sign on the top of the screen which indicates ADD is on. Step 2 - This feature will allow you to keep a running total even when notes are removed. Step 3 - To switch off add, press the ADD button How to clean your K5-A or any other information please refer to the User Guide. If you need any further information – please contact our helpdesk Email - techsupport@dualtron.ie Phone - 01 8237150 www.dualtron.ie





BC-241 Counter

I need to clean the machine. What should I use?


Use a soft cloth or brush to clean the machine




What currencies can I count?


The machine should count Euro and GBP. Other currencies are available, please contact Dualtron for more information on this.





Counterfeit Detectors (CT331/333/334)

Display shows "-Lo". What does this mean?


This indicates that the battery needs to be charged. Plug in the device to charge the battery.




How can I see the report mode?


To access report mode - press once the REP-DEN/ADD BUTTON To enter report mode..step through




Display shows "error E07". What does this mean?


This error indicates that the note has been placed in at a slant. Remove the note and re-enter straight





Pagers

What systems do you have for restuarants and bars?





How does your paging systems help coffee shops, bars and restaurants?






General





Do you have any fun stats?





What Certifications has Dualtron?






Serval

How does Serval work?





Do you have 1 pager on what Serval is ?






Versapak Products

Can you tell me more about the sustainability of the Versapak security seals ?


The Versapak Security Seal range are all made from recycled plastic, thisincludes our T2 seal, T-seal and Button seals.




Can you advise accreditations these products have in recycling and carbon footprint?


Please see below




Can you explain how the T2 Seals work?





What can versalite+ seals be used for?