Your Most Common Genius Troubleshooting Questions: Answered

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We’re here for you 24/7/365 if you need a Genius troubleshooting question answered, but we know that sometimes you’d rather figure things out without picking up the phone. That’s why we’re breaking down the most common questions we get about Genius troubleshooting right here, so you can be your own IT department. If you still need help figuring things out, just dial 888-249-3220.

I need a little guidance setting up my Genius device. How do I get started?

Each Genius device comes with a startup guide, a list of features your device is equipped with, a kit for getting started with accepting Apple Pay and stickers so you can prominently display the payment types you accept. Before you start the setup, these are the things you’ll need to be ready with:

  1. Your MerchantWARE credentials. Check your inbox. These should have already arrived in an email from Cayan with the subject line “MerchantWARE Credentials.”
  2. Check that your Internet connection is working, and that the router you’re using has a free port available. You’ll need that to connect the Ethernet cable that came with Genius.
  3. From here, follow the steps in the setup guide to complete the process and start accepting payments.

Who do I talk to if I have questions about configuring my POS to work with Genius?

Call your POS provider and make sure you have those MerchantWARE credentials and Genius device IP address handy when you do. They’ll be able to help with configuration using your MerchantWARE name, SiteID and key.

How can I check that my POS system is communicating properly with Genius?

To make sure both are communicating, you can run a test transaction on your POS system. If the transaction transfers to your Genius device, things are running smoothly and you can cancel the transaction and begin processing customer payments. If the transaction does not show up on Genius, you may need to contact customer support.

My Genius device isn’t working properly, and I think it might be a connection issue. What should I do?

First, access the admin screen on your Genius device by pressing zero on its keypad three times. Once the admin screen appears, type in the code found in your Genius manual and press Enter. (Please contact our support team if you don't have this manual.) You should see a screen that contains your device’s IP address. Next, press “test” to check that all connections are working. If any have failed, check with your system administrator to make sure all necessary ports and hosts are available. A list of these can be found in your setup guide.

All ports and hosts are open and available, but Genius is still not working. What can I do?

Try restarting your device by removing the AC power cord from the utility cable for at least 30 seconds before plugging it back in. If this doesn’t work, return to the admin screen (where you ran your connection test), enter the password from your Genius manual and press Enter. If there’s no IP address listed, here are the steps you need to take to configure a static one:

  1. If you don’t already have them, ask your network administrator for your Genius device’s subnet mask, Gateway and DNS1. You’ll also need your IP address.

  2. On the keypad, hold down the 1, 5 and 9 buttons together for two seconds, and then release.

  3. Use the keypad to insert the password found in your Genius package and press Enter. (If you do not have the manual available, please contact our support team.)

  4. On the tabs at the top of the screen, using the attached stylus, touch Administration and then Communication.

  5. From the tabs at the top of the Communications screen, touch Network and then Ethernet.

  6. From the Ethernet screen, touch the edit symbol next to Mode.

  7. Select staticIP and touch OK. Touch the Pencil symbol next to IP Address and use the keypad to enter the IP address assigned to your Genius device and then touch OK. Note that IP address numbers that are fewer than three digits need to be entered with a zero before them. 

  8. Configure your subnet mask, Gateway and DNS settings. Touch Apply.

  9. Return to the Genius idle screen by touching Home. Then, touch Run App.

And if you do need to give us a call, we’re happy to help. Just make sure you have these things ready:   

  1. Your business name and information

  2. Your MerchantWARE credentials

  3. The make and model of your POS

  4. Your device serial number

  5. Specific details about the steps you completed before any errors occurred, including results from any failed connection tests.

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