App Troubleshooting
  • 21 Feb 2023
  • 1 Minute to read

App Troubleshooting

Article Summary

App Updates
Please ensure you have the most up to date version of the app installed, you can see the latest versions here.

You Can't Login, or the App Displays 'Synchronize Your Device'

This may be a compatibility issue, please double check your device is support by the Helcim Payments app. You can view a list of the supported devices here.

Once you have confirmed that your device is supported, try deleting the app and downloading it again.

When opening the app, it shows a bunch of code

On occasion you may encounter an error downloading the Helcim Payments app on a workstation device (Laptop or Computer) because the file is being renamed. This occurs when the device is running an antivirus program and the antivirus program renames the file. If this happens on your device, follow these steps:

  • Find the file that was downloaded on your device
  • Rename the file, it needs to end in .pkg if downloaded on Mac and .exe if downloaded on Windows
  • You can rename a file by right-clicking on the file and selecting rename
  • Once it is renamed double click on the file to launch the app and it should install properly
Gen 1 Card Reader
If you are looking for troubleshooting tips for the Gen 1 Card reader, please click here.

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