Credit Card Machine Is Not Working

Instructions for troubleshooting issues where your Cayan Genius device is not working.

If your credit machine has stopped working, it could simply be that the connection between the device and the iPad has been broken somehow. This could happen for any of the following reasons (or more):

• Your wifi network is down.
• The Cayan device IP address changes.
• Your Cayan credentials are changed.

Step 1: Verify that the Cayan device is working and is connected to the internet.

Follow these instructions from Cayan.

If you cannot complete Step 1, please see the instructions on the support page from Cayan and contact their support team.

Step 2: Verify that the iPad app has the correct Cayan Information.

1. Press "000" on the Cayan device.
2. Enter "9416557" and press enter.
3. Note the "IP Address" of the Genius Device:

For more info on how to find your IP address, see this support page from Cayan.

Once you have the IP address, open the POS iPad app and check that the IP address of the Cayan device matches this:

1. Press "Settings" on the POS iPad App, then "Cayan Device," and then verify that the information there matches the IP address that you just obtained: