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Merchant Support

Account Set Up

Please send us an email sales@allinpay.sg and one of our account managers will be in touch with you

You will need to sign a change request form, signed by authorised person. Please contact us cs@allinpay.sg.

  1. Application Form
  2. ACRA Bizfile (with at least 12 months validity)
  3. Copy of ID or passports (at least 6 months validity) of directors and shareholders (with an equity stake of 25% or over)
  4. Photographs showing premise (1 photo of shopfront with signboard and 1 photo of internal premise)
  5. Bank statement or cheque (showing legal company name & account number)
  6. Any special licenses (such as alcohol license)


Please send the documents to cs@allinpay.sg

Merchant Portal

Upon account opening, we will send you an email with the login details. If you have not received any, please send us an email to cs@allinpay.sg with your business name and UEN number.Kindly note that we will process requests sent from authorised email address registered in the account.

Please note the preferred browser on MAC is Safari.

Kindly use the following steps or see our MAC Set Up Guide

Our merchant portal does not work on mobile browsers. You may only access on desktop browser on: https://oats.allinpay.com/

Or download our Merchant app (Android and iOS) on: https://www.allinpayintl.com/oats.html

We regret to inform you that we currently do not allow change of username or login name at the moment.

After download, please close all browsers and reopen the page in a new browser. The field should appear empty for you to key in the password. If it still shows the same, please click to download again, giving all permissions (Yes to popups) for the password guard to run.

Please also note that some desktops or laptops may require you to restart before the download can run normally.

On windows , Chrome is recommended. You may also use Internet Explorer and Opera.

On MAC, please use safari.

Please refer to our detailed navigation guide.

For transactions, please select TX MGMT > TX Detail > Enter dates and Business Name

Please refer to our detailed navigation guide.

For transactions, please select TX MGMT > TX Detail > Enter dates and Business Name

For daily statements, please select Report MGT> CSR Reconciliation > Select report “Daily merchant statement” > Enter dates

For monthly statements, please select Report MGT> CSR Reconciliation > Select report “Monthly merchant statement” > Enter dates

For daily invoices, please select Report MGT> CSR Reconciliation > Select report “Merchant daily settlement (Singapore) reconciliation invoice” > Enter dates

For monthly invoices, please select Report MGT> CSR Reconciliation > Select report “Merchant month settlement (Singapore) reconciliation invoice” > Enter date

Please send us your request to cs@allinpay.sg with your business name and UEN number. Kindly note that we will process requests sent from authorised email address registered in the account.

Change of Business Information

You will need to sign a change request form (signed by authorised person) and submit an updated ACRA profile. Please contact us cs@allinpay.sg.

Connection

Please make sure the connectivity signal (WIFI or 4G) appear on the top right of the terminal.

  • Make sure that your network has no firewall
  • Check that your router is working fine. Try to restart your router and connect to the terminal to the network
  • If problem persists, try connect to mobile hotspot if is possible
  1. On the device home screen (do not go into Allinpay app), select SETTINGS
  2. Select NETWORK SETTINGS
  3. Select WIFI
  4. Press and hold on the network you are connected to, then select MODIFY NETWORK
  5. Check Advanced Options
  6. Under IP Settings, select STATIC
  7. Remember to click SAVE
  8. See video
  1. Open MENU at the top left corner
  2. OTHER > COMM SWITCH

The SIM card slot is at the back of the terminal, under the battery rest.

  1. Remove the back cover
  2. Lift the battery (do not need to unplug)
  3. Please note only Standard SIM Card size is allowed (you will need SIM Card adaptor for smaller card sizes)
  4. Slot in with chip facing down
  1. Open MENU at the top left corner
  2. OTHER > SCREEN SAVER
  3. Select your preferred time before screen is out. Kindly note that keeping your terminal light will use up battery faster.

Need to turn ON the below settings on iPhone hotspot settings

Hardware Maintenance

Check that the battery

  • is placed correctly in the terminal
  • can be charged – you can see charging status at the top right corner of the terminal
  • is not bloated. If the battery appears bloated, please contact us to request for a replacement

Receipt

You will need to sign a change request form, signed by authorised person. Please contact us cs@allinpay.sg.

The header will show Chinese characters if the business name also contains Chinese characters. To replace to full English, the chinese characters in the business name must be removed. This is configured in the backend and cannot be changed from the terminal.

  • Check there there is paper roll in the terminal
  • Ensure that the paper roll is placed correctly in the terminal, with the paper end facing upwards.
  • Check the status of the transaction – if payment was not successful, it will not be captured in the terminal. To check the latest transaction:
    • In the main page of Allinpay SG App, select Last Query at the bottom right, or
    • Select MENU at the top left, PRINT > LAST , to print the last transaction
  • For most recent transaction
    1. On Home Screen, select Menu at top left corner
    2. Select PRINT > LAST
    3. See Video
  • For earlier transactions
    1. On Home Screen, select Menu at top left corner
    2. Select PRINT > BY TRACE
    3. Enter Trace No

We may need to replace your terminal, please contact us cs@allinpay.sg.

Kindly provide your company name, merchant number and UEN for us to make arrangements to replace your terminal.

We regret to inform you that this is a limitation in the current PayNow system. We will provide an update in due time.

Login in as Admin > SYSTEM > PRINT NUM: 0

Terminal > search for earlier transactions to get VOUCHER No.

Or , Merchant needs to log into their portal to get transaction details.

  1. TX MGT > TX Detail
    Search for the transaction by amount or timing
  2. Click on the transaction number
  1. Look for the middle 6-digit number in BatchNo-PosNo-RetrievalNum

App

App updates are pushed automatically to the terminal and must be updated before you can proceed to use the terminal after the reboot. You may also download the update manually:

  • Go to App Store
  • Search for the app name “Allinpay SG” (Please type in exact upper and lower case)
  • Click on Update

Usage & Ownership

If you are taking over a business, with changes in ownership but no changes in other business information, you need to submit to us the latest ACRA and NRIC of new directors. After the changes are updated, you may proceed to continue the usage of the terminal. Please contact us at cs@allinpay.sg.

Terminals are registered to a business and should not be transferred to another business without an account with us. You should submit a new application and have your new account bound to the terminal. Please contact us at sales@allinpay.sg.

  • Administrator
  1. Log in as Administrator
  2. Select Merchant

  • Merchant
  1. Select MENU at top left corner
  2. Select PRINT
  3. Select LAST
    (This will print the latest transaction, and you can see the MID on receipt)

Transactions

China issued Unionpay cards can be processed by VISA or Unionpay. Our terminal processes by VISA by default. If cardholder wants to have transaction processed by Unionpay, follow the steps below:

  1. On the Home page, select MORE
  2. Scroll right to next page and select UNIONPAY SALE
  3. Process a transaction as per usual sale

You must first inform Allinpay or your account manager that you require the tip function so your account can be configured to accept tips. New accounts, by default do not have tips functions turned on.

#1 ON OATS (by AIP)

  1. The partner must have PRODUCT: TIP turned on
  2. The MID must also have Product: TIP turned on
  1. POS MGMT:

#2 On Terminal: Turn on Tip settings

  1. Login as Administrator
  2. Select TRANSACTION
  3. Select SWITCH
  4. Scroll to TIP, turn ON

#3 On Terminal: Tip Limit – Limit by card schemes is set as 20% on base transaction amount
(Note that if settings on terminal differs from OATS, the settings on terminal take effect over OATS settings)

  1. Select SYSTEM
  2. Look for TIP RATE: 20 (Limit is 20)

There are two types of tips. Only one type of tip is allowed on a transaction

  1. Sale + Tip
    Create SALE as usual (Tip amount is to be manually entered, and does not apply automatically the Tip rate configured in terminal)
  1. Adjust Tip
    • Select MORE
    • Select Adjust Tip
    • Enter TRACE NO (found on transaction receipt)
    • Enter Tip Amount
    • Receipt will be printed without additional tap or scan

Technical & Errors

  1. Select MENU at the top left corner
  2. Select OTHER from the list
  3. Select UPLOAD LOG
  4. Enter the Date Range when the error occurred

The log file will be sent to our technical team for investigation. Please note that the terminal only stores log up to 15 days.
Credit Card Number Showing Up on Screen in Transaction History or when Void a Transaction 1
Credit Card Number Showing Up on Screen in Transaction History or when Void a Transaction 2

Cause: MOTO Sale turned on in Settings

Resolution:

  1. Turn off MOTO in settings (see video):
  2. Login as Administrator
  3. Select TRANSACTION > SWITCH
  4. Scroll down to MOTO SALE > Turn off

Need to switch off “IS ONLINE PIN SUPPORTED”

  • Login as Administrator
  • Select TRANSACTION
  • Scroll down to find IS ONLINE PIN SUPPORTED > Turn off
Initialisation Stuck Taking too long Fail 1
Initialisation Stuck Taking too long Fail 2
Initialisation Stuck Taking too long Fail 3
Resolution:
  • Ensure the MID and TID are matching and correct
  • Check that Initial Key used is still valid (10 minutes from generation)
If it still does not work, suggest to change the Host IP and BACK HOST IP address (see video):
  1. Login as Administrator
  2. Select COMM > OTHER
  3. DNS: Turn Off
  4. SAVE and return to previous page
  5. Select COMM TYPE
  6. Change Host IP and BACK HOST IP to any of the following:
    • 101.231.63.129
    • 210.22.146.166
    • 117.184.121.9
  Host Port: 20029
2.7.6

This is due to PayNow account set up.

Note that for OATS account created before 3pm, PayNow is ready after 5pm on the same day

For OATS account created after 3pm, PayNow is ready the following day.

Resolution:

  • Check with tech team if the backend is sent to SCB or pending on SCB side
  • Alternatively re-setup a new outlet TID and manually submit the PayNow again
  • Merchant must restart terminal to effect the change
2.7.6
This could be due to earlier transactions stored in the terminal while MID or TID has been terminated on OATS. Resolution:
  • Need to do settlement in terminal
  • If unable to login 01 (cashier), log into 99 admin
    • OTHER
    • DELETE ALL TRANSACTIONS
2.7.8

This is due to:

  • Incomplete initialisation of terminal, or
  • Another device has been initialized with the same MID, overwriting the initialisation in this terminal

Resolution:
Reinitialise this terminal

  1. Login as Administrator 99
  2. Select MERCHANT
  3. Enter MID / TID and erase NAME & ENGLISH NAME (If initalising for another MID / TID)
  4. Enter Security PIN
  5. Contact our Ops for generation of Initial Key by providing MID and TID
2.7.9
This is due to:
  • Another device has been initialized with the same MID, overwriting the initialisation in this terminal
Resolution: Reinitialise this terminal
  1. Login as Administrator 99
  2. Select MERCHANT
  3. Enter MID / TID and erase NAME & ENGLISH NAME (If initalising for another MID / TID)
  4. Enter Security PIN
  5. Contact our Ops for generation of Initial Key by providing MID and TID
2.7.10

This may be due to:

  • Card limit reached
  • Transaction limit reached
  • Other limits or restrictions set by card issuing bank
  • Check OATS on where the cardholder Bank Country/Region is from (PROVIDED IF FOREIGN CARD DISABLED)

Please advise the card holder to make payment with another card.

2.7.11

This is related to card issues, please check if:

  • Card has been activated
  • Overseas transactions have been enabled if cardholder is foreigner
  • Card does not support SGD
  • Card has been blacklisted
  • Other bank limitations such as country restrictions

Please advise the card holder to make payment with another card.

2.7.12

This may be due to:

  • Card limit reached
  • Transaction limit reached
  • Other limits or restrictions set by card issuing bank

Please advise the card holder to make payment with another card.

Note that overseas spending or out of norm spending amounts may be restricted by issuing bank.

2.7.13 a
2.7.13 b

This is due to:

  • Transaction cannot be sent from terminal to backend for processing

Resolution:

  1. Perform a Settlement to clear the transaction from system
    This will only clear transaction history on the terminal, past transactions are still captured in the backend.
    1. Top left select MENU
    2. Select SETTLE
    3. Select YES
    4. Settlement receipt will be printed
    5. User will be logged out in app
      (See video for Settlement steps)
  2. Change the network on terminal
      1. Log in as 99 Administrator
        Select COMM
      2. Under Domain, change between:
        1. nac.allinpayintl.com
        2. nac.allinpay.com

Please try:

  1. Shut down the terminal and let the terminal reboot. If the problem persists,
  2. In the App, login to Administrator role, select System, select Pinpad Type, choose EXTERNAL PINPAD then choose INTERNAL PINPAD again.

Note that PayNow transactions may take up to 5 minutes before the QR expires. The lag time may be caused by our processing bank’s system feeding downstream. Please do not select Rechoose Scan Way w hile waiting for the system to respond as it will trigger another PayNow request in the system. Terminal will automatically print the receipt once it receives PayNow success.

This may be due to infrequent settlements, accumulating too many transactions logged in the terminal. Note that the terminal captures by number of transactions, not transacted amount processed.

Merchant should perform terminal settlement to clear the transaction history in the terminal. (see video for steps to perform settlement)

This may be due to too many accumulated transactions in the terminal and the terminal is unable to print all the transactions.

Merchant should perform terminal settlement to clear the transaction history in the terminal as per normal (see video for steps to perform settlement) but at PRINT DETAIL?, select cross at the top right corner.

Merchant name in ApplePay may be generated by GPS location, depending on the device user’s set up.

Most importantly, merchant should check that the transaction receipt from the terminal is correct. The customer can also check his/her bank’s transaction is showing the correct merchant name.

2.7.19

This is due to:
Terminal hardware lock triggered by abnormal operation or attempted reconfiguration. It could also be due to impact from drops or hard knocks.

Resolution:
The hardware needs to be sent back to the manufacturer. Please proceed to replace another terminal for merchants.

2.7.20

This is due to:
Infrequent settlement

Resolution:
Perform a settlement in the terminal. See video

This is due to network issue. Check on-site network. If using Sim card, take out sim card, clean and place it back to terminal. Reboot terminal.

If still cannot resolve, login to user: 99 and go to other follow b selecting delete all transactions.

Cannot create new sale after reversal failed.

If the hotspot is from an iOS device, go to the hotspot settings on the iOS device, enable Maximise Capacity

“Master Controller Service was occupied by “Landi Allinpay Dev” application. The “Allinpay SG” is unable to use it!

Resolution: Uninstall the apps “USDK” and “智收银“ See video on how to uninstall

2.7.25

Cause: This indicates that the message receives a timeout and the terminal automatically initiates a reversal.

Resolution:
Check if the timeout settings is too short for this terminal. Recommended at 65s

ADMIN login > COMM > OTHER > TIMEOUT: 65 (see video)

Last receipt was printed halfway. Need to reprint the last receipt before settlement is allowed.

2.7.27

Cause: Nearby NFC device detected but not close enough for transaction to go through

Resolution:
Reattempt another transaction or reboot terminal

Settlement

Yes, you can opt for manual settlement. However note that our payout will be effected on T+2 from the settlement date. For example, your operating hours are 1500 – 0300 (next day), We will payout T+2 from your business closing hours.

Manual Settlement: Merchants will trigger the settlement process manually from their terminal at the end of their defined business hours. Funds will be disbursed to the merchant only from trigger

Auto-Settlement Trigger: If a merchant fails to initiate a settlement after 48 hours, the system will automatically trigger a forced settlement in backend (no settlement receipt will be printed automatically from terminal)

Settlement Processing Timeframe: The processing timeline for settlement begins from the date and time the merchant triggers the settlement on the terminal.

Implications on Reporting: Daily transaction statements will reflect transactions based on their respective transaction dates, regardless of when settlement is performed. Settlement invoices, however, are generated based on the actual settlement activity. Therefore, if a merchant consolidates multiple days of transactions into a single settlement, they will receive separate transaction statements for each day, but only one consolidated settlement invoice corresponding to that settlement.

Yes, our back-end system performs automatic settlement at 23:59 each day. The settlement on the terminal acts to clear the transaction history in terminal and prevents slowing down in terminal. You should perform settlement in your terminal on daily basis.

Refund

For PayNow and Wechat Pay, we do not process refunds as the payment is immediate. Please arrange a refund to your customer directly.

For credit card transactions:

  • After cut off (after transaction day) – You will need to fill up a Refund form, signed by the authorised person and send to us for processing.
    The refund will be made out to the credit card holder directly in 2-3 working days. The refund will be made from your settlement.
  • Same day refund (before cut off at 2359) –
    1. Click on VOID at the bottom
    2. Select CARD
    3. Log in with Manager password
    4. Enter INPUT ORI TRACE as the Trace No (on paper receipt)
    5. Check transaction is correct and select OK
    6. A SALE VOID receipt will be printed

You may see the video here.