After Receiving Your Card Machine

Yoco Neo Troubleshooting Tips

Poor connectivity

Should you be unable to transact due to bad connectivity, we recommend that you perform a  SIM reset by following these steps:

  • Turn off the Neo using the power button.
  • Hold down the number 4 button while turning the Neo back on until the Hello screen displays.
  • When Hello screen displays you can stop holding down the number 4 button
  • The Neo SIM will then reset and connect to a new network

Note when doing this the Neo will take 2-5 mins to reconnect

Your Neo is stuck/frozen/not responding

Press and hold the power button for 30 secs. Ensure that you hold down the power button for the full 30 seconds. This will restart the Neo and allow you to continue transacting.

Lost SIM card

Please note that we do not recommend ever removing the Neo Sim card from the device. Should the sim have been removed a replacement needed, the sim card will be suspended and we will issue a replacement sim card. Please contact our team via live chat in the app or via email to order your replacement sim card.

Viewing your full sales history

The Neo only shows your sales history from the last 48 hours on the card machine. For your full sales history, please make use of the Yoco App or Yoco Business Portal.


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