Manual Gift Card Entry Troubleshooting on Handheld
Description: Learn about the known limitations and common issues with manual gift card entry on Handheld.
Availability: United States, Canada
Note: This feature is currently available only for Pilot users.
For step-by-step instructions on using this feature, visit the Manual Gift Card Entry on Handheld article.
Troubleshooting
I don't see the Manual Entry button on my Handheld.
- Confirm that "Gift Card" is the currently selected tender in the dropdown at the top of the payment screen. The Manual Entry button only appears when Gift Card is selected.
- Verify your location has the Manual Gift Card Entry on Handheld feature enabled. During beta, rollout is progressive. Contact Shift4 Support if you expected access and don't see the button.
The Continue button stays greyed out.
Continue is disabled until at least one digit is entered. Type the full gift card number, then tap Continue.
I'm getting an "invalid card" error.
- Double-check that the full card number was entered correctly, including any leading zeros.
- Confirm the gift card was issued through one of the four supported providers.
- If the number is correct and the provider is supported, the card itself may be inactive or have a zero balance. Check the balance on the Workstation.
The card won't process even though the number is correct.
- Verify the Handheld has an active network connection.
- Try processing on the Workstation to isolate whether the issue is device-specific or card-specific.
Features Not Yet Available
A few capabilities are not available in this release:
- Balance inquiry: To check a gift card balance, use the Workstation.
- Manual entry within Split Equal Pay: If a guest is splitting the check equally and wants to use a manually-entered gift card for their portion, the transaction needs to be processed on Workstation, or the card must be swiped/scanned on Handheld.
- Offline manual entry: Manual entry requires an active connection to the gift card provider, the same as scanning or swiping.