EPS LT SUPPORT
SoftPOS Support Center
Comprehensive guide for technical requirements and error resolution.
SoftPOS account activation links
If you access an expired SoftPOS account registration or password reset link, you will be redirected to a page where you can request a new link. This allows you to resolve the issue independently without contacting the help desk.
Instructions:
- Enter your SoftPOS account email address and press the Confirm button.
- A new activation or password reset email will automatically be sent to the provided email address if the account is active.
If the email does not appear in your inbox within a few minutes, please check your Spam or Junk folder.
Access the link provided in the new email to complete account activation or proceed with resetting the password.
Device ineligible to run application
The SoftPOS application regularly performs security checks to validate if your device meets these mandatory requirements:
- Android 12+ version (Device must have launched with Android 8 or higher).
- NFC technology available and activated.
- Google Play Store must be accessible.
To validate your device's native launch version, visit gsmarena.com. If the device was manufactured with a version lower than Android 8, it cannot run the application.
Resolution steps:
- Ensure the device meets all minimum requirements.
- If requirements are met but the error remains, force stop the app or restart the device and try again.
- If the issue still persists, contact customer support.
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Device compromised or ineligible
If security checks fail, you may see the error "The device seems compromised." The most common reason is having developer mode enabled.
To ensure secure PIN entry, navigate to Android Settings -> Accessibility -> Installed applications and ensure all downloaded applications are disabled.
Resolution steps:
- Disable developer mode via Android settings and restart the device.
- Ensure the device is not rooted. Rooted devices must be restored to factory state.
- If the issue persists, contact support.
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Location services disabled
Enabling location services is mandatory for the SoftPOS application to work and to comply with regional security standards.
If location is enabled but the error persists, try opening Google Maps and allow it to update your current location, then return to the app.
Note on precision: Some Android versions require you to choose between Precise or Approximate location. The application requires Precise location data.
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No internet connection
A stable internet connection (Wi-Fi or Mobile Data) is required to process transactions.
If your connection is enabled but the error persists, try toggling Airplane Mode on and off to reset your signal.
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NFC and Reader issues
If NFC is disabled or the card reader is busy, payment attempts will be rejected.
NFC Enabled: Ensure NFC is enabled in Android Settings or the drop-down menu. Try toggling it off and on.
Reader Busy: Wait a few seconds and try again. Restart the app if the error persists.
10-240710-250210-2402
Error while reading the card
This is usually caused by withdrawing the card too quickly or a weak signal between the card and the NFC module.
Remove any phone cases or covers. Thick materials or magnetic cards in a wallet case can interfere with the signal.
Resolution: Hold the card against the back of the device until you see the "Reading done" message and hear the confirmation sound.
10-2604xx-2611
Application not visible in Google Play
Common reasons include regional account settings or hardware incompatibility (lack of NFC).
Newer Huawei models without Google Mobile Services are not supported and cannot install the application.
Contact us
Support@eps.lt | www.eps.lt | +370 5 207 1000
EPS LT, UAB | Savanorių pr. 123A | Vilnius 03150 | Lithuania
