Pomelo Pay technical support

Get answers to technical queries for Pomelo Pay

Vincent Choi avatar
Written by Vincent Choi
Updated over a week ago

I can't find the Pomelo Pay app
The Pomelo Pay app can be downloaded from the Apple App Store or Google Play Store.

The Pomelo Pay app is broken
Please try these 3 steps to resolve the issue:

1.  Pomelo Pay requires an internet connection. Please ensure your phone is connected to a WiFi network or your mobile data is turned on.

2.  Update the software on your phone:

  • For Apple devices, go to Settings -> General -> Software update and download the latest software.  Turn on automatic software updates to avoid this issue in future.

  • For Android devices, go to Settings -> About device/phone -> Software update and download the latest software.

3.  Delete and reinstall the Pomelo Pay app on your phone.

If this does not solve the problem, please contact us via live web chat, or email support@pomelopay.com. 

I've forgotten my login details
No problem - just click on the Forgot your password? link on the sign-in page of the app and follow the instructions to reset your password.

Does Pomelo Pay work with my existing card reader?
Pomelo Pay works using just your smartphone, no card reader required. Payments made via Pomelo Pay do not require compatibility with traditional card readers, and you can manage your funds, send payment requests and issue refunds on the go from your smartphone or PC.  

Does Pomelo Pay accept contactless payments?
Many traditional card readers use contactless (or NFC) to accept payments. However NFC contains a passive chip that has to be replaced in order to add new features - so merchants regularly need to buy replacement hardware. By switching to Pomelo Pay's unique PayCodes, updates are automatically made within the app, for free. You'll save the cost and hassle of upgrading your card reader, and Pomelo Pay accepts Apple Pay, Google Pay or any major debit/credit card.

How often do you payout?
We make deposits to your account the next working day, so you can easily manage your cash flow.

I haven't received any payouts
If you've just joined Pomelo Pay, you may need to verify your account to receive payouts. Please login and submit your bank details and company information.

The PayCode is not being generated
To generate a PayCode, enter an amount into the keypad and select Charge. If no PayCode is generated, please ensure your phone is connected to WiFi, or your mobile data is turned on. If this doesn't work, please contact us via live web chat, or email support@pomelopay.com

My customer cannot scan the PayCode
Customers scan a PayCode by opening their smartphone camera and hovering it over the PayCode displayed on the merchant's phone.  The PayCode is automatically captured by the QR Code Reader built into the camera and links the customer to the checkout portal to complete payment using Apple Pay, Google Pay, or any major debit/credit card.  

The customer can also type pmlo.app into their mobile web browser, and scan the code directly from there.

My customer does not have Apple Pay or Google Pay
The quickest way for customers to complete checkout on Pomelo Pay is by using Apple Pay or Google Pay. However, if the customer wants to pay by card, they simply click on the Pay by card link in the checkout portal and enter their card details to complete payment. They can also enter their email address to receive an email receipt.

I can't access the merchant dashboard
The full merchant dashboard is available from a desktop, please login here to see transactions, issue refunds and send payment requests in seconds. 

The customers' payment was rejected
A payment may be declined if there are insufficient funds in the customers' bank account, or if the account has been suspended due to fraud. Please ask the customer to check they have sufficient funds, or contact their bank directly to resolve the issue.

I want to delete my account
Pomelo Pay welcomes all feedback, so please contact us via live web chat, or email support@pomelopay.com so we can discuss your experience and help close your account. 

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