This guide covers the most common issues UniPay merchants encounter — login problems, payment failures, payout delays, Terminal connectivity, and integration sync errors. Work through the relevant section before contacting support.

Login and access issues

Can't log in to the UniPay app

  • Make sure you're using the phone number registered to your UniPay account
  • Check that you're entering the correct 6-digit OTP — it expires after 5 minutes
  • Request a new OTP if the first one didn't arrive; check for network issues on your device
  • If your number changed, contact [email protected] to update your account

Account suspended or restricted

  • If your account has been restricted, you will see an in-app notice with a reason
  • Common causes: outstanding verification documents, unusual activity detected, or an ABN that could not be verified
  • Email [email protected] from the registered email address and include your ABN
  • Do not create a second account — this will not restore access and may delay resolution

Forgot PIN or locked out

  • Tap Forgot PIN on the login screen to reset via SMS OTP
  • If your registered phone number is no longer accessible, contact support to initiate an identity-verified PIN reset
  • Accounts are locked after 10 consecutive incorrect PIN attempts as a security measure; contact support to unlock

Payment not going through

Customer's payment fails at your end

  • Check that both the customer's phone and your device have a working internet connection — payments need to be online to confirm
  • Check that the customer has sufficient balance — the balance cap is 1,000 UNC
  • Ensure the QR code is displayed clearly and not obscured by glare or screen dimming
  • For NFC: confirm the customer is holding their phone flat against the Terminal's NFC reader and that their phone is unlocked — tapping opens the UniCash app automatically
  • Regenerate a fresh QR code (tap the refresh icon) if the code has been on screen for more than 10 minutes

Payment shows on the customer's side but not in my dashboard

  • Payments appear in your UniPay dashboard in real time — a missing payment is almost always a failed transaction rather than a delayed one
  • Ask the customer to check their UniCash transaction history to confirm whether the payment left their account
  • If the customer's balance was deducted but the payment is not in your dashboard, contact support immediately with the approximate time and amount

QR code not scanning

  • Increase your screen brightness
  • Keep the phone steady at 20–30 cm from the QR code
  • If in direct sunlight, move to shade — glare can interfere with the camera scanner
  • Use NFC via Terminal as an alternative if QR scanning is not working

Payout delays

Payout not received within expected timeframe

  • Payouts are sent via PayID and reach your bank almost instantly — there's no daily cut-off or weekend delay
  • Verify the bank account details in your UniPay settings are correct — a single wrong digit will cause the transfer to fail or be delayed
  • Check with your bank whether an inbound transfer is pending; some banks show pending transfers 1–2 hours before they clear
  • If your payout has not arrived within 1 business day, email [email protected] with the payout amount and reference number from your dashboard

Payout failed

  • A failed payout returns your balance to your UniPay account — you can request a new payout once you correct the issue
  • Common causes: incorrect BSB or account number, account name mismatch, or the receiving bank rejecting the transfer
  • Update your bank account details in Settings → Bank account and request the payout again

Terminal issues

Terminal not connecting

  • Check that Terminal is connected to Wi-Fi — tap the Wi-Fi icon on the Terminal home screen to view network status
  • Move Terminal closer to your router if signal is weak; Terminal requires a stable connection to process payments
  • Restart Terminal by holding the power button for 5 seconds, then power on again
  • If using mobile data via a SIM (on supported models), check that data roaming is not disabled and that the SIM has an active plan

NFC tap not registering

  • Ensure the customer's phone is unlocked and held flat to the reader — tapping opens the UniCash app automatically (or they can pay from their UniCash card in Apple or Google Wallet)
  • The customer should hold their phone flat (not at an angle) against the NFC symbol on Terminal
  • Remove any thick phone cases — some cases can block NFC signals
  • If NFC consistently fails on a specific Terminal unit, contact support to arrange a replacement

Terminal screen frozen or unresponsive

  • Hold the power button for 10 seconds to force restart
  • If Terminal restarts but the issue recurs, check for a pending software update — Terminal updates automatically overnight but you can trigger one manually in Settings → Software update
  • A factory reset should be a last resort; contact support before proceeding as it will remove your linked account from the device

Xero and MYOB integration issues

Transactions not syncing to Xero or MYOB

  • Check that the integration is still connected in Settings → Integrations — the status should show "Connected"
  • A disconnected status usually means your accounting software re-authorised and the token expired; disconnect and reconnect the integration to refresh it
  • Xero and MYOB integrations require a Growth tier or above — if your account is on Starter, the integration will not be available
  • Confirm the connected Xero/MYOB organisation is the correct one — it is possible to accidentally connect a personal account instead of a business account

Duplicate transactions appearing in accounting software

  • This can occur if the integration was disconnected and reconnected without excluding the already-synced date range
  • Remove the duplicates manually in your accounting software; UniPay does not have the ability to delete records in Xero or MYOB
  • Contact support if you need a log of exactly which transactions were synced and when

Tier Service Rate not appearing as a line item

  • The Tier Service Rate is recorded as a fee line item at the time of payout — it will not appear on individual payment records
  • If payout records are missing fee entries, check the account code mapping in Settings → Integrations → Xero or MYOB and ensure a valid expense account code is selected
Integration sync frequency: Transactions are pushed to your accounting software in near real time as they occur. If you are seeing a delay of more than 30 minutes, disconnect and reconnect the integration to trigger a fresh sync.

Still need help?

If you've worked through the steps above and the issue is not resolved, our merchant support team can help. When you write in, include:

Contact merchant support

Our team is available Monday to Friday, 9 AM – 5 PM AWST.

[email protected]