Kiosk troubleshooting: common questions

Short answers to the questions shops ask most about the kiosk. Each one links to the full article.

A customer can't find their booking

The kiosk needs the last name and phone number of the person who made the booking, and both must match the same customer. Check these in order: 1. Pick up only finds bookings with a pickup today (your business's time zone) that are Pending, Pending payment, Confirmed or Active. Return only finds Active bookings. A booking for tomorrow, or one that was never started, will not appear. 2. The last name is matched to the end of the name on the customer record, so "Maria" does not match "Maria de la Cruz" but "Cruz" does. A rider's own name will not work, only the name on the booking. 3. The phone is matched on its last 10 digits. If the customer record has no phone number or a wrong one, add or fix it on the Customers page. 4. "Too many tries. Please wait a few minutes or ask a member of staff." means this tablet hit its limit of 12 tries in 5 minutes.

The kiosk shows the same "We couldn't find a reservation" message for every kind of miss, on purpose. See How customers find their booking at the kiosk.

The PIN doesn't work, or I forgot it

• The PIN is 6 to 12 digits. Unlock device stays greyed out until at least 6 are typed. "Incorrect PIN" means a wrong PIN.
• After 10 attempts within 5 minutes across all of your kiosks, it says "Too many requests. Please try again later." Wait a few minutes.
• If you forgot it, an owner or manager signs in on another device, opens Kiosk → Staff PIN, and sets a new one without needing the old one. The new PIN works on locked tablets right away. See Setting or changing your kiosk password (staff PIN).

The deposit hold is missing ("Almost there!")

The customer sees "Almost there! A team member will be right over to finish your pick-up." and your staff get a notification that lists "Security deposit" under "Needs staff". The kiosk cannot place a deposit hold itself. It only checks that one is in place on the customer's card, and a hold scheduled for later, a failed hold, or none at all does not count. Staff can place the hold on the booking and hand over the gear. See Pick up at the kiosk and Releasing vs. capturing a deposit hold. If you do not want the kiosk to check deposits, untick Deposit hold under Pick up in the kiosk settings.

The kiosk went back to the start

The kiosk starts over on its own so the next customer never sees the last one's name, phone or booking.

• After 80 seconds with no touch, it shows "Still there?" and "Starting over in 10 seconds." Touching the screen, or I'm still here, cancels it. If nobody touches it, it starts over after 90 seconds in total. Touches inside a framed page, such as the waiver or payment, count as activity.
• Finished screens (the door code, or "All done") return to the start after 60 seconds, or when the customer presses Done.
• Refreshing a customer's page also returns to the start, because the page does not keep their details.
• The home screen itself has no timer. In Try kiosk, the reset waits 10 minutes.

The door code didn't show

Check which of these applies:

• Your gear hand-off is Staff hands over gear. Door codes are only for Self-serve.
• The customer saw "Almost there!" because something needs staff, so the kiosk did not check them out.
• "Your gear is ready — see the counter." No igloohome lock is paired to that equipment, igloohome is not connected, or it is a practice booking. Practice bookings never get real codes.
• "Some doors couldn't get a code — please see the counter for those." One of several locks failed.
• "This booking has ended — please ask staff". The code window runs until one hour after the return time.
• The customer left the screen. The code was emailed, if there is an email on their record. The Unlock your gear button can be pressed only once per screen.

See Door codes at the kiosk (igloohome).

How do I exit the kiosk?

1. Tap Staff, the small button at the top right of any kiosk screen. 2. Type the staff PIN and press Unlock device. 3. The tablet goes to the sign-in page. Sign in as usual.

See Setting or changing your kiosk password (staff PIN).

More quick answers

• The tablet shows the sign-in page instead of the kiosk. A tablet stays locked for 30 days, and the lock lives in that tablet's browser. After 30 days, or if someone exited with the PIN or cleared the browser's data, lock it again from Kiosk → Lock this device.
• There is no Reserve now button. It is switched off under Options customers see, or your business has no online storefront. See Kiosk settings: what customers see and do.
• A return went to staff instead of finishing. Automatic finish only completes clean returns. The notification names the reason. See When automatic finish hands a return to staff.
• A customer says they were not offered a tip. Tips are only offered on a started rental, and only if Tip is ticked under Return. See Tips at the kiosk.
• My settings changes are not showing on the tablet. Press Save kiosk settings, then refresh the tablet. A tablet already sitting on its home screen does not update by itself.