Frequently Asked Questions

What are the network requirements for the OPUL device?

Should I use a wired or wireless network?

How do I process a refund or void?

My OPUL device isn't connected to the internet anymore.

How do I restart my OPUL device?

My device is frozen or appears to be off and will not turn on. How do I restart it?

The receipts on my OPUL device are blank.

The signature isn't appearing as the cardholder signs on the OPUL device.

I see a 'No Service' message on my OPUL device.

How do I get live help with my OPUL device?

My OPUL device does not have a valid IP address or MAC address- they're all zeros or they're greyed out.

How do I get back to the settings page (Merchant Mode) on my OPUL device?

1. What are the network requirements for the OPUL device?

The OPUL device is compatible with WPA-WPA2 protocols, and are not compatible with WEP protocols. If you're having difficulty connecting your OPUL device to the internet, follow these best practices:

• Use your own Internet Service Provider (ISP), and avoid using a shared network.
• Wi-Fi must be protected by a password - the OPUL device will not operate on an open Wi-Fi network.
• Increase bandwidth by minimizing high-traffic activity on your local network, such as streaming music or videos.
• If you are having trouble connecting to Wi-Fi, reduce the number of devices connected to the Wi-Fi to reduce bandwidth and allow your device to connect.
• Limit the use of hotspot network connections because they can limit the bandwidth required for normal Clover communication.

If you're still having trouble connecting your OPUL device, contact our Customer Support team using the In-App Chat widget located inside of OPUL, or by calling (925)678-5377.

2. Should I use a wired or wireless network?

The OPUL device can connect to your network using Ethernet or Wi-Fi. It is recommended that you connect the device to both in case one loses connection in your office. Included in your OPUL device shipment is a 7ft Ethernet cable that can be used to connect your device to ensure seamless connectivity.

3. How do I process a refund or void?

• Ensure that your OPUL device is on and connected to the internet
• Locate the credit card transaction you wish to refund or void by logging into OPUL
  • Select refund and complete the steps requested on screen

Note: OPUL devices must be on and connected to the internet to process refunds or voids for credit card transactions. Voids can only be processed the day the transaction occurred, and only before the batch closes for the day. After this, you will be able to refund transactions.

4. My OPUL device isn't connected to the internet anymore.

Try the following:

1. If you're not already in Merchant Mode. Go to Merchant Mode.
2. On the right side, tap on Internet Connection.
3. Tap on Advanced Configuration.
4. Tap on Network and Internet.
5. Ensure Wi-Fi, or Ethernet is switched on. If you haven't setup both, we recommend you do that.
6. Go to Ethernet/Wi-Fi and check status.
   • You should see an IP address that is not 0.0.0.0 and not greyed out. If your network is working as expected.
   • MAC address should not be 00:00:00:00:00:00 and not greyed out, if your network is working as expected.
7. If your OPUL device does not have a valid IP address or MAC address, see My device does not have a valid IP address or MAC address- they're all zeros.
8. If your OPUL device has a valid IP address, but you still can't connect to the internet, see What are the network requirements for the OPUL device.

5. How do I restart my OPUL device?

1. Go to Merchant Mode.
2. Swipe down on the screen starting with your finger off-screen above the time.
3. You should see a small settings menu open.
4. Select the power icon on the right side.
5. Select restart option.
6. If you're unable to restart your OPULMini this way, try hard-restarting. See My device is frozen or appears to be off and will not turn on. How do I restart it?

6. My device is frozen or appears to be off and will not turn on. How do I restart it?

1. Make sure your OPUL device is plugged in and receiving power.
2. Open the receipt tray and remove the receipt paper. 
3. Press and hold the small green button until the OPUL device restarts. This takes several seconds. You can let the button go once your OPUL device screen display turns on again.
4. Re-insert receipt paper and close tray. Receipt paper must feed the top of the roll.

7. The receipts on my OPUL device are blank.

The OPUL device is designed with special single-sided receipt paper to ensure high quality, long lasting printing. Try turning the receipt paper roll around in the receipt paper tray.

1. Open the receipt roll door on the back of the OPUL device.
2. Remove the receipt paper roll.
3. Slip the roll around so the paper feeds off the top of the roll.

8. The signature isn't appearing as the cardholder signs on the OPUL device.

1. Contact our Customer Support Team:
   • Via phone at (925)678-5377
   • Chat with our Customer Support Team using the In-App widget located inside OPUL.

9. I see a 'No Service' message on my OPUL device.

1. Check if your OPUL device can connect to the internet. See My OPUL device isn't connected to the internet anymore.
2. If you're still seeing this message. Contact our Customer Support Team: 
   • Via phone at (925)678-5377
   • Chat with our Customer Support Team using the In-App widget located inside OPUL.

10. How do I get live help with my OPUL device?

• Chat with our Customer Support Team using the In-App Chat widget located inside OPUL
• Call our Customer Support Team at (925)678-5377

11. My OPUL device does not have a valid IP address or MAC address- they're all zeros or they're greyed out.

1. Try restarting the device.
2. Check your network admin to make sure your network is up and assigning IP addresses. The OPUL device will not connect through VPN.

12. How do I get back to the settings page (Merchant Mode) on my OPUL device?

If you need to get back to the settings page (Merchant Mode) to adjust your settings or Wi-Fi network, follow the below instructions:

• From the OPUL title screen tap the 4 corners of the display simultaneously.
• If the device has gone to sleep, you may need to enter in a password. In this case, enter 3623, and this will unlock the OPUL device.

It cannot be done while the device is off or in the middle of a payment transaction.

Have Questions? Contact OPUL Customer Support at

hello@OPUL.com or (925) 678-5377 for assistance

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