Summary

If you receive an error message on the terminal that reads “something went wrong please contact our support team” then it likely means the terminal was previously paired and has now become disconnected in some way. The most likely cause is due to the merchant clearing the storage/cache on a currently paired terminal during troubleshooting.

Resolution

To resolved this error, please use the following steps:

  1. Close the app by tapping the four corners one at a time and then swiping up
  2. Swipe up from the bottom of the screen towards the top to bring up the app list
  3. Press and hold the icon for the Quilt P5 Terminal app
  4. Click the ‘App info’ menu item that pops up
  5. Select the ‘Force Stop’ icon on the top-right
  6. On the same screen, scroll down to ‘Storage and cache’ and select it
  7. Click on the ‘Clear storage’ icon
  8. LEAVE THE APP CLOSED. This is a critical step that if not followed, the remainder of the process will not work.
  9. Unpair the terminal from the payment portal
    1. Note: If you’re using Rain, then unpair it from the Rain software
  10. Open the app on the terminal
  11. It should give you a new pairing code which can be used to pair the terminal