Help

Getting Started


How do I download the Truevo app?
You will need to download our free app onto your Truevo supported device in order to accept payments.

iOS / Apple Devices

To download the free Truevo mPOS app to your iOS / Apple smartphone or tablet, visit our iTunes download page.

Android Devices

To download the free Truevo mPOS app to your Android smartphone or tablet, visit our Google Play download page.


How do I apply for a Truevo account in the app?

  1. Download the Truevo app from iTunes if you have an Apple device or from Google Play if you have an Android device.
  2. Tap the “Register” button to sign up for your free account.
  3. Follow the registration process.
  4. Once registered, login to the Merchant Portal with the credentials you created and complete your registration by completing your bank account details and uploading your related KYC documents.
  5. You will receive an email from us to confirm receipt of your application. We will review your application and contact you within 2 business days to let you know whether your account has been approved.
  6. We will then arrange for a card reader to provided to you.


How do I apply for a Truevo account online?

  1. Go to the truevo.com website.
  2. Click on the “Sign Up” menu item at the top of the page.
  3. Follow the registration process.
  4. Once registered, login to the Merchant Portal with the credentials you created and complete your registration by completing your bank account details and uploading your related KYC documents.
  5. You will receive an email from us to confirm receipt of your application. We will review your application and contact you within 2 business days to let you know whether your account has been approved.
  6. We will then arrange for a card reader to provided to you.


What documents are required for KYC Verification?

Proof of Identification

Any of the following documents would be accepted for verification of your Identity:

  • Identity Document (valid for a further 3 months)
  • Valid Passport (valid for a further 3 months)
  • Driver’s License (valid for a further 3 months)
Proof of Address

Any of the following documents would be accepted for verification of your residential address:

  • A utility bill, such as water, electricity or rates (less than 3 months old)
  • Bank statement, reflecting the account number, account holder name, date and bank’s logo/stamp (less than 3 months old)
Proof of Bank Account Details

Any of the following documents would be accepted for verification of your banking details:

  • Bank statement, reflecting the account number, account holder name, date and bank’s logo/stamp (less than 3 months old)


How do I submit my KYC documents?

Upon your initial account registration in the Truevo app or through our website, you may complete the following steps to upload your KYC documents:

Uploading Documents in the App
  1. Once you have signed into the app on your mobile device, tap the white menu icon in the top-left corner of the screen.
  2. Select the “My Account” menu option.
  3. Complete the “Bank Account Details” and “KYC Documents” sections.
  4. In the “KYC Documents” section, you may tap the camera icons next to the relevant document type. This will allow you to photograph and upload your individual documents using your mobile phone or tablet.
Uploading Documents in the Merchant Portal
  1. Once you have signed into the portal on your web browser, you will be greeted by the “My Details” options.
  2. Select “+” next to “Bank Details” in order to add your bank account details.
  3. Then select “+” next to “KYC Documents” and proceed to attach the required documents.


Card Terminals


How do I pair my Bluetooth card reader with my mobile device?

Follow the below steps to pair a mobile device with a Bluetooth card reader:

  1. Ensure that your mobile phone or tablet has the Bluetooth functionality switched on.
  2. Hold down the entry key / green button on the card reader until a flashing Bluetooth symbol is shown on the card reader.
  3. Search for the card reader via the Bluetooth settings on your mobile device.
  4. Pair your mobile device with the card reader once located.
  5. Confirm the security code that is provided on-screen.


GENERAL FAQs


I have forgotten my Truevo password, how do I retrieve it?

  1. Go to the Login page on the Truevo website.
  2. Click on the “Forgot Your Password” link below the login text boxes.
  3. Enter your Username.
  4. We will send you a One-time Password (OTP) via SMS to your phone that you must enter into the on-screen text box.
  5. Once the OTP is confirmed, we will ask you to enter the answer to your pre-selected security question. You created this answer when you registered for the service.
  6. You are then able to reset your password.


How can I fix problems I'm experiencing in the mobile app?

If you are experiencing an application glitch on your mobile device, we’d like to suggest the following troubleshooting tips to help you resolve the problem:

  1. Make sure that you have the most recent version of the app. You can do this by checking for the latest versions on iTunes and Google Play.
  2. Sign out and sign back into the app.
  3. Turn your mobile device off and on again.
  4. Delete and re-install the application (This will not affect your Truevo account).

Feel free to contact our support centre if you are still experiencing problems with the app.


What do I do when my card reader isn’t working?

If you are having any difficulty when swiping or inserting a card into your card reader, we recommend the following troubleshooting tips:

  • Ensure that the card reader has sufficient battery life by referring to the battery indicator on the device.
  • If the card reader has been paired with a previous mobile device, please ensure that the device is unpaired before using it with any other mobile device.
  • Should problems occur with connecting to the card reader, go to Bluetooth settings on the mobile device to ensure that this is turned on.
  • If the problem persists, switch off the Bluetooth settings on the mobile device and retry pairing.
  • When inserting a chip card, the card’s chip must be facing the front of the card reader.
  • When swiping, the card’s magstripe must be facing the back of the card reader.
  • Ensure that you have the latest version of the application installed on your device. You can do this by checking for the latest versions on iTunes and Google Play.
  • Delete and re-install the application (This will not affect your Truevo account).

If none of the above tips help to resolve the problem with your card reader, feel free to contact our support centre for further assistance.


How do I contact the Truevo Support Centre?

For quick solutions to your queries feel free to browse through the Help page on the Truevo website.

For further assistance, you’re welcome to contact us via any of the easy communication channels listed on our Contact Us page.


Security


Data encryption and transaction security
We take the security of all transaction data very seriously, which is why Truevo has exceeded all industry-standard security practices to provide a safe payment environment for everyone involved.


Privacy of your personal information

We have the utmost respect for your privacy and, therefore, take great care in safeguarding your personal information. All your account details are held on our secure servers and encrypted using Secure Sockets Layer (SSL) technology in order to protect your privacy.


Payments


Can I accept payments before verifying my account?
You will only be able to receive payments once you have completed your account registration.

How do I accept payments with a card reader?
Accepting credit card payments with Truevo is quick and easy. Simply follow these steps:

  1. First pair the Bluetooth card reader with your mobile device via the mobile device settings.
  2. Sign into the Truevo app on your mobile device.
  3. Enter the amount of the purchase and tap the “Pay” button.
  4. Select the “Card” payment type.
  5. Insert or swipe the card into the card reader when prompted.
  6. If the card was inserted into the card reader, the cardholder will need to enter their PIN using the card reader’s keypad. If the card was swiped, the cardholder will need to provide their signature on your mobile device’s touch screen using a stylus or their finger.
  7. The cardholder can then choose whether they would like to receive their receipt via email or SMS. Depending on their selection, enter their email address or mobile number and select the “Send Receipt” button.

Note that you can only start processing payments once your Truevo account has been approved.


How do I process cash payments with Truevo?

The cash payment option on the app is for record purposes, allowing you to keep track of all payments received. Cash payments can be processed by following these easy steps:

  1. Sign into the Truevo app on your mobile device.
  2. Enter the amount of the purchase and tap the “Pay” button.
  3. Select the “Cash” payment method.
  4. Enter the cash amount received on the following screen and select the “Next” button.
  5. The app will then calculate the amount of change due to your customer.


What cards can I accept?

All Visa, MasterCard and Maestro cards can be processed using Truevo.


What if my customer’s card is declined?

If the cardholder’s card is declined, we recommend contacting the cardholder’s issuing bank in order to ascertain why the transaction could not be processed successfully.


How do I know my payment was successful?

If you would like to confirm that a payment was processed successfully, you can check the following:

  • If a payment is successful, the cardholder will receive a receipt via SMS or email.
  • You may view your sales history in the app, or view your sales history online, where all successful payments will be shown.
  • You can ask to receive a notification via email listing certain transaction details every time a payment is processed successfully.

Accepting payments with Truevo is quick and easy, but factors such as signal loss, hardware glitches, and incoming calls or messages can sometimes affect a payment. We have however made it just as simple to check whether a payment was processed successfully.

If you aren’t 100% sure about the status of a payment, feel free to contact our support team, and we’ll gladly look into it for you.


App Features


How do I sign into my Truevo account in the Truevo app?

  1. Open the app on your mobile device by selecting the Truevo app icon.
  2. Complete your Username and Password in the relevant text boxes.
  3. Tap the “Sign In” button.


How do I edit my account details in the Truevo app?

  1. Once you have signed into the app on your mobile device, tap the white menu icon in the top-left corner of the screen.
  2. Select the “My Account” menu option.
  3. All of your personal and bank account details can be edited in this section.

Changing some details will result in new KYC documents being required in order to verify the new details. It is important that you check the status of your KYC documents after you change any of your details.


How do I view my sales history in the Truevo app?

  1. Once you have signed into the app on your mobile device, tap the white menu icon in the top-left corner of the screen.
  2. Select the “Sales History” menu option and then select the type of payments you are looking for. If you select “All Payments” then the results will include all movements including voids and refunds.
  3. You may select the “Search” sub-menu option to search for specific transactions.


How do I view payment details in the Truevo app?

  1. Once you have signed into the app on your mobile device, tap the white menu icon in the top-left corner of the screen.
  2. Select the “Sales History” menu option and then select the type of payments you are looking for. If you select “All Payments” then the results will include all movements including voids and refunds.
  3. For additional payment details, tap the transaction you wish to review.


How do I Refund or Void payments in the Truevo app?

Refund/Void via Sales History
  1. Once you have signed into the app on your mobile device, tap the white menu icon in the top-left corner of the screen.
  2. Select the “Sales History” menu option and then select the type of payments you are looking for.
  3. The relevant payments will be listed on-screen. You may tap individual list items to view additional payment details.
  4. At the bottom of the payment details screen, you’ll be presented with the option to either “Refund” or “Void” the transaction.
  5. If you select this option, you will be asked to enter and confirm your Supervisor PIN before proceeding. You created this PIN when applying for the service.
  6. Once the Refund or Void is processed, you’ll have the option of sending a new receipt to the cardholder via SMS or email.
Refund/Void Menu
  1. Once you have signed into the app on your mobile device, tap the white menu icon in the top-left corner of the screen.
  2. Select the “Refund/Void” menu option.
  3. Enter the Supervisor PIN that you created when applying for the service.
  4. Enter the RRN Number of the transaction you want to refund. You can obtain this number by finding the transaction in your sales history via the Merchant Portal and clicking on the entry to obtain additional payment details.
  5. Select the relevant transaction which you would like to refund and tap the “Refund” or “Void” button.
  6. Once the Refund or Void is processed, you’ll have the option of sending a new receipt to the cardholder via SMS or email.


Merchant Portal


How do I sign into my Truevo account online?

  1. You may sign into your Truevo account online by clicking on the “Login” link at the top of the screen on the truevo.com website.
  2. You will then be navigated to the Merchant Portal Login screen, where you will be asked to complete your Username, Password and a reCAPTCHA security feature. To complete the reCAPTCHA security feature you simply enter the relevant text displayed on-screen into the text box. If you are unsure of the text that is displayed, you have the option to reset the image.
  3. Once you have completed these details, you may click on the “Sign In” button.


How do I edit my account details online?

  1. All of your account information can be edited in the “My Account” section of the Merchant Portal.
  2. Your details can be edited by clicking on the textbox which appears as you hover over the relevant row.
  3. Once any changes have been made to your account details, a “Save” button will appear at the bottom of the page. Click on this button to save your changes.

Changing some details will result in new KYC Documents being required in order to verify the new details. It is important that you check the status of your KYC documents after you change any of your details.


How do I view my sales history online?
All transactions processed using the Truevo app will reflect in the “Sales History” section of the Merchant Portal.


How do I view payment receipts online?

  1. Once you have signed into the Truevo Merchant Portal, click on the “Sales History” menu tab.
  2. Your transaction history will reflect on this page. You may open the payment receipt by clicking on the relevant transaction row and selecting the “View Receipt” option.