iServe Plus

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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.

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.

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.

How do I process a refund using the iServe Castle device?

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 split the Payment on the iServe Castle device?

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 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 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 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 of iServe as soon as possible. Dojo Pockets will always aim to be running the latest available version of iServe Plus.