Frequently Asked Questions

How can a Castles device be repaired?

The Castle Saturn devices can’t be repaired due to the P2PE guidelines. Any broken devices will need to be RMAd back to Castle and a new one will need installed in site by engineers.

How do I process a refund using iServe Plus?

Refunds can’t be processed directly from the iServe Castle device. The user will need to offer the customer a standalone refund from the Aztec POS.

Reversals are not supported.

How do I process a transaction with a tip?

Tips should be added by the guest during the payment process the device will ask the guest if they wish to enter a tip, if configured the tip prompt will offer the guest 3 suggested values. The guest will also have the option to enter a custom amount.

How do I restart the Castle Device?

Hold down the power button on the left side of the device for a few seconds, a power off and restart option will appear on the right side of the screen. Select restart.

How do I split the Payment on iServe Plus?

Payment can be split by using the in-built split functionality.

The payment can be split by x amount of people, or a custom amount can be paid.

How does a Dojo pocket recieve an update of iServe Plus?

When a new version of iServe Plus is available Zonal will publish this to Dojo. Once Zonal has done this the Dojo Pocket will look to pull down the latest version between 3am-7am to reduce impact to customers. It will be a forced update so if the application is in use when the update takes place it may be forced to unexpectedly quit the app. Dojo Pockets will always aim to be running the latest available version of iServe Plus.

When attempting to process a payment the message “Card not supported” is displayed, why?

Revert to CHIP & PIN transaction, ask the guest to insert their card rather than completing as a contactless payment or Check the card is a correct bank card, for example a loyalty card might have been used by mistake.

When processing a card payment from the iServe device, how do I cancel the transaction

Press the cancel button on the device screen, this will cancel out of the transaction.

Where can I see the version of iServe my device is running?

The iServe version can be viewed in 2 places.

1. On the user login / PIN screen at the bottom right.

2. At the bottom of the left hand burger menu underneath the settings option.

Why is my payment option missing from iServe?

Payment method buttons must be added to the theme on the Aztec iServe device for them to be available for use.