Troubleshooting

Updated May 20, 2026

Most Kiosk issues come down to connectivity or the card reader. Work through the steps below, and if you're still stuck, reach the support team.

Internet & connectivity

A Kiosk that can't reach the internet shows Offline in Remy's Devices list. Work through these steps:

Check Internet Connection — make sure the iPad's Wi-Fi is active and stable.
Restart Wi-Fi Router — unplug the router, wait about 10 seconds, then plug it back in.
Restart App — reloads the Kiosk app without rebooting the iPad.
Restart Device — restarts the hardware; reopen the Kiosk app afterward.

The Square reader pairs with the iPad over Bluetooth through Square's own flow. If payments aren't working or the reader won't connect:

From the troubleshoot options, choose Square Payment or Reader — "Try reauthorizing or repairing from admin dashboard."
Make sure Bluetooth is on and the reader is charged and in range.
Re-pair the reader: on the iPad tap Add a Reader and follow the prompts until you see Reader Connected.

If the reader still won't pair, restart the iPad (above) and try once more — Bluetooth pairing usually recovers after a reboot.

Still stuck? We're here to help.

Email (primary): support@onlumina.com — best for setup help, billing, and account questions.
Text (urgent): (949) 919-5467 — best when a Kiosk is down mid-service.

Please include your restaurant name and, if you can, a short description or screenshot of what's happening so we can pull up your account quickly.