Shift4 Duo FAQs

What is Shift4 Duo?

Shift4 Duo is a cutting-edge pay-at-the-table solution that combines state-of-the-art hardware with simple and intuitive software to deliver an exceptional experience for restaurant servers and customers. Shift4 Duo is fully integrated with the POS system for seamless operation.

What features does Shift4 Duo include?

• View a list of all restaurant checks or filter by server
• View check details
• Reorder existing items from the check (full ordering functionality coming soon)
• Guest-facing pay-at-the-table

• Pay in full or split payment
• Add tips

• Send e-receipts or print receipts with a built-in printer
• Customer satisfaction survey with immediate manager notifications to facilitate guest engagement and avoid negative online reviews
• Email collection auto-populates the customer database in the Shift4 Customer Hub

What are the benefits of Shift4 Duo?

• Increase operational efficiency - Serve customers and turn tables faster by eliminating the need for your servers to walk back and forth to the POS system.
• Improve your online reputation - Prompt customers to rate their experience and alert management when a patron isn’t satisfied.
• Build your marketing database - Collect customer email addresses to populate your marketing database and increase repeat business.
• Secure your payments - By utilizing EMV chip technology with point-to-point encryption, you can ensure your payment data is protected.

What payment types can be accepted through Shift4 Duo?

Shift4 Duo supports EMV chip cards, NFC mobile payments or contactless cards, and traditional swiped card transactions.

Where do I access back-end settings for Shift4 Duo?

Shift4 Duo is fully integrated with the Customer Hub, and that is where you can adjust various Shift4 Duo settings. Adjustable settings include:

• Business logo
• Default tip percentages
• Manager alert threshold for customer ratings
• Manager phone number and email for rating alerts
• Additional customer information fields
• Ability to split payments

Does Shift4 Duo have a cellular connection if I am outside the Wi-Fi range?

Yes - Shift4 Duo supports 4G connectivity for areas outside Wi-Fi coverage, including for delivery drivers, outside dining areas, and other scenarios.

Can I use my existing Wi-Fi network?

Yes! Since all transactions processed with Shift4 Duo utilize PCI-validated point-to-point encryption, any internet connection can be used. However, to ensure reliable performance, the connection should be at least fast enough to handle normal internet use without any lag.

What are the benefits of using 4G? 

Using 4G with Shift4 Duo will maximize the distance where Shift4 Duo can be used. This is helpful if you have a patio area or would like to use the device for Delivery purposes. 

If you are out of WiFi Range, will it roll over to 4G? 

Yes, the Shift4 Duo device will roll over to 4G if it is out of WiFi range. 

Am I able to choose my own provider?

No. Shift4 Duo is only certified to work with the T-Mobile SIM card that Shift4 provides.

Can 4G be used as a backup if the internet/WiFi goes down?

Yes, 4G can be used as a backup if the internet goes down at the location. Right now, this will only allow you to close tickets that were open prior to the internet outage but will have more functionality when order-at-the-table is released.

Are there any differences in functionality between WIFI and 4G? 

Shift4 Duo has the same functionality regardless if it’s on WIFI or 4G.

Do I have to purchase my own SIM card?

No, the SIM card comes pre-installed.

Who should I contact for assistance if I have any issues?

You should contact your sales representative first. If you need additional assistance, you can call 866.276.2108 or contact Support online.

What happens if a device breaks?

Contact Shift4 support at 866.276.2108 or visit our online Support. A replacement device will be provided at no charge (only shipping charges apply) as long as the damage was due to normal usage.

How often should I charge my Shift4 Duo devices?

We recommend that you recharge your Shift4 Duo devices daily, although they should hold a charge longer than that.

Can I increase the default tip amount?

Yes, all settings can be adjusted in the Customer Hub.

Can I put my logo on the receipt and screen?

Yes, branding customization can be updated in the Customer Hub.

How do I receive software updates on my Shift4 Duo devices?

Your Shift4 Duo devices must be powered down to receive software updates, so we recommend shutting them off each night or at least once a week to ensure your software is up to date.

What is the Shift4 Application Communication Layout? 

Below you'll find a visual representation of how Shift4 Duo communicates with all the different software that the application is able to integrate with. This should help give you an idea on how all the different pieces of Shift4 Duo come together to send and receive orders to and from your POS terminal, as well as process payment and close out tickets, respectively.

What type of paper does Shift4 Duo use?

The Shift4 Duo uses thermal paper rolls with the specifications of 2 1/4 inches by 74 feet. 

Does Shift4 Duo Support Coursing?

No, Shift4 Duo does not support coursing at this moment.

Does Shift4 Duo have offline functionality in cases when there is no Internet connection or a WiFi connectivity issue?

No, Shift4 Duo (PAX A800 or PAX A930) communicates with the POS system. If the internet is down at the location, Shift4 Duo will not be able to communicate and process reorders or payments to the POS system.