Connectivity & Power

Most failed donations come down to either the internet connection or power. Work through the section that matches what you're seeing.

Kiosk is offline or donations won't process

Full Size and Tabletop kiosks have both Wi-Fi and cellular, using Wi-Fi first and cellular as a backup. If donations are failing, the connection is almost always the cause.

1. Connect the kiosk to a reliable Wi-Fi network in the iPad's Settings. If the kiosk is locked in Kiosk Mode, disable Kiosk Mode first, then swipe out to Settings.

2. Confirm that Wi-Fi network actually has working internet by loading a website on another device connected to it.

3. If no Wi-Fi is available and cellular is weak, reposition the device. The standard cellular SIM is a backup, not a primary connection. If you need cellular all or most of the time, contact support to be provisioned with a different SIM.

At an event with no venue Wi-Fi? A dedicated Wi-Fi/LTE router is available as an event add-on for a stable connection.

Device won't stay powered on

Kiosks are designed to stay plugged in.

• Confirm the device has been charging on a working outlet and cable.

• For continuous use, keep Full Size and Tabletop kiosks on an outlet that stays on. For events or short stints, use a USB-C power bank.

• The Handheld lasts about 11 hours per charge and can run on a USB-C power bank or the optional Handheld Charging Dock. See Battery Life & Charging.

• If the card reader specifically is dead, check its battery using Step 1 of the Credit Card Reader guide.

Frequently asked questions

Donations aren't going through at my event. What's wrong?
Usually it's the connection. Move the kiosk to reliable Wi-Fi and confirm that network has working internet. Cellular is only a backup by default.

Can the kiosk run without Wi-Fi?
Yes, Full Size and Tabletop kiosks fall back to cellular automatically, but it's intended as a backup. For all-cellular use, contact support about a different SIM.