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Engage Troubleshooting
Engage Troubleshooting

This article outlines how to solve the challenges of, “Skupos Engage Offline” or “Loyalty Unavailable”

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Written by Skupos Support
Updated over a month ago

These errors can usually be solved with a few easy steps. Select your POS for tips:

Verifone

  • Make sure your back-office PC is powered on and running

  • Reboot your POS terminal, Commander, pin pads, and network equipment

  • If your back-office PC runs your Skupos Sync software, reboot your PC as well

  • Check that all network cables are completely plugged in

    • If there have been any recent changes to your network setup, reach out to Skupos Support for assistance.

Gilbarco Veeder-Root

  • Make sure your back-office PC is powered on and running.

  • Reboot your Passport server/terminals, EDH, pin-pads, and network equipment

    • If your back-office PC runs your Skupos Sync software, reboot your PC or computer as well

  • Check that all network cables are completely plugged in.

    • When in doubt, unplug and then replug in network cables to confirm that they are firmly in your system.

      • If there have been any recent changes to your network setup, reach out to Skupos Support for assistance.

NCR

  • Make sure your back-office PC is powered on and running.

  • Check that all network cables are completely plugged in.

  • We may also need to contact your NCR support vendor to help fix the issue, as Skupos does not have access to modify Engage settings on the NCR Radiant server.

    • In addition, if there have been any recent changes to your network setup, reach out to Skupos Support for assistance.

Clover

  • Reference this helpful article and follow the steps to relink/resync your Clover device

    • Please note that as of 1/1/25 PDI will no longer provide support for Clover. Click here for more info.

Frequently Asked Questions:

Do you have another POS provider?

What is the most common issue?

  • Your computer or PC isn’t on and running or isn’t connected to WIFI, new hardware on-site, POS got updated, or a power outage.

How do I know if these errors apply to my store(s)?

  • If you are experiencing either of these errors, you will see that printed receipts do not say, "Discounts Powered by Skupos /Engage" meaning the loyalty discounts that you’re running through Skupos will not get applied.

    • If discounts are properly working, you will see the message, such as the one below, that says, "Discounts Powered by Skupos".

      A paper receipt with numbers and a green arrow Description automatically generated

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