Welcome to the Kiosk Help Guide!
This page is here to help you quickly fix the most common issues with your Kiosk, without needing to wait for support. Whether your screen is frozen, payments aren’t going through, or you're not sure how to lock the device - this guide has you covered.
If you try the steps below and things still aren’t working, you can always reach out to Sessions Support for help.
🔌 1. Kiosk not loading or frozen?
Try this:
Restart the iPad.
Make sure the iPad is connected to Wi-Fi.
Check the charger is plugged in and the iPad has power.
📞 Still not working? Contact Support.
💳 2. Kiosk isn’t taking payments?
Try this:
Make sure the card reader is charged and turned on.
Check that it’s connected to the iPad (Bluetooth).
Restart both the iPad and the card reader.
📞 Still having trouble? Reach out to Support.
🧭 3. Can I use Eat-In and Delivery at the same time?
Yes!
Reach out to support and they can enable or adjust these Admin settings for you.
🔒 4. How do I lock or unlock the Kiosk?
Press and hold the screen with three fingers for 5 seconds to open the Admin area.
You’ll need your PIN to unlock or make changes.
🌙 5. Should I turn off the Kiosk overnight?
No need!
We recommend keeping the iPad plugged in and switched on overnight, so it’s ready to go in the morning.
🔄 6. How do I know if my Kiosk is up to date?
Kiosk updates happen automatically through Sessions.
If you're unsure, check with your Culinary Partner or Partner Success Manager, or contact Support.
💰7. Card Machine disconnecting:
Beforehand:
Check the device is charging
Check the device has over 80% charge
Make sure no team member is switching either the kiosk or the card machine off at any points throughout the day
If all above is correct then continue on to next steps:
Go into the kiosk settings by tapping the SoBe logo on the top left a few times > enter the manager pincode you set up on team members > there you will see an option to reconnect the device > if this works then great.
if not:
Report through support to get the kiosk fully unlocked so that you can access settings on the kiosk
Go to you iPad settings > Bluetooth - Is the device recognising/been previously connected to other card machines? If so > forget all devices > pair with the only device you want it to be connected to.
If you are still experiencing issues > check the other kiosks bluetooth settings and forget all devices there > turn this iPad off entirely. Pair and connect one ipad at a time once the first iPad is connected and working, reboot the second ipad to pair and connect with the other card machine.
If this happening constantly, check that your kiosks are remained locked so that customers are not disconnecting from the kiosk app. Check that the kiosks are being charged correctly and not being switched off at any point. Make sure your card machines remain in one place and are not moved around and used for other devices. Consistency is key.
Card Machine Frozen on payment:
Can happening if a contactless payment did not go through and the customer did not realise it was asking for them to insert their card. You will need to reboot the card machine, hold down the power button.
💬 Need more help?
If you’ve tried everything here and still need help, our Support team is here for you.
Tap the Help button on your dashboard or contact us directly through your usual support channel.