Use this article to solve common problems with Kustom POS and the Kustom POS App, such as failed Tap to Pay payments, PIN prompts, sign-in issues, reader connection problems and product upload errors.
Product CSV upload error
Issue: When you upload a product catalog as a CSV file in the Kustom Portal, the upload can fail if the CSV file does not match the required format.
Solution: Read the error message shown after the upload, correct the CSV file and upload it again. See Configure products and access for the required columns and an example file.
Offline_pin_required: card can't be used with Tap to Pay
Issue: Some banks and card issuers require chip and PIN for certain cards, which means inserting the card into a terminal. This is not possible with Tap to Pay on a phone. We see this especially often with Nordea cards.
When this happens, the Kustom POS App shows this error message:
Payment failed — This card can’t be used with Tap to Pay. Please try another card, mobile wallet, or payment method.
Solution: Ask the customer to pay with a different card, a mobile wallet such as Apple Pay or Google Pay, or another payment method such as Scan to Pay.
PIN code required on Tap to Pay
Issue: Card payments made with Tap to Pay over 400 SEK often require the customer to enter their PIN code to complete the payment.
Solution: Tap to Pay automatically shows a PIN entry screen on the phone. Let the customer enter their PIN to complete the payment. Mobile wallets such as Apple Pay and Google Pay almost never require a PIN.
Sign-in options not showing in the Kustom POS App
Issue: Sometimes the sign-in options do not appear when you open the Kustom POS App. This usually happens if you are signed in to the Kustom Portal with the same account in Safari on the same phone at the same time.
Solution:
Sign out of the Kustom Portal in your browser.
Open the Kustom POS App and sign in there.
Reader connection or cash register issue
Issue: To take a payment with Kustom POS, you need an open cash register and a connected reader, such as Tap to Pay. If either is missing, you cannot start the payment.
Solution:
In the Kustom POS App, go to Settings, then Cash registers, and open and claim a cash register.
Go back to Settings, select Reader connection, then Discover reader, and choose Tap to Pay.
If the reader still does not connect, close the Kustom POS App completely and open it again.
When both the cash register and the reader show a green light, you are ready to take payments.
Product pictures are wrong or keep changing
Issue: Product pictures in the Kustom POS App show the wrong image, or change to a different image each time the app is opened.
This happens when the product image URL points to a file that is too large. Because the image comes from a URL Kustom does not control, a large file can fail to load, and the Kustom POS App falls back to a black box or an unrelated image.
Solution: Use a smaller image at the source URL. The recommended size is 512x512 pixels, and the maximum is 1024x1024 pixels.