Welcome to our Help center
The iCard Partners Portal is a dedicated platform designed for our trusted partners. As a partner, you can easily create applications for business accounts and request physical terminals, providing a complete solution for your clients. Our seamless process ensures that we can efficiently expand our network and grow our businesses together.
What should I do if the client claims that they see an unknown error?
If the device shows an error which is not described in the list here or if the client notices unusual behaviour, please ask them to send you a photo where the error message is clearly visible. This will help you understand the root causes.
As a general troubleshooting step, you can advise the client to try restarting the device. This will reset the connection settings and will check for any pending software updates.
If a message for an available update shows after the restart, please advise the client to download it by following these steps:
- Ask the client to open the ‘Settings’ menu on the terminal.
- Then, they should press the ‘Next’ button until they see the ‘Check for update’ option.
- The client should wait until all necessary files are downloaded, and the device will restart to apply the updated version.
Restarting the device or updating it to the latest version usually fixes any software issues that may occur.
If this does not work, you should contact us at partners.portal@icard.com, including the device serial number, a photo of the error and a description of the steps that the client takes to reproduce the situation.
Keep in mind that as an additional step, we may ask the client to send device logs for further technical review following the steps here.
Still need help?
In case you didn't find what you were looking for, please get in touch with us for more information at partners.portal@icard.com