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Kiosk Showing “Access Disabled” Or "Refresh" Message

Follow these steps to troubleshoot what to do when seeing "access disabled" or "refresh" messages on your kiosk.

The "Access Disabled" message appears when the kiosk loses its internet connection. Because the kiosk app requires a live internet connection to function, restoring connectivity typically resolves the issue. If this message appears on your kiosk, follow the troubleshooting steps below:

 Steps:

  1. If a Refresh button is showing, tap it to see if it will reload the giving page.
  2. You may need to close and then relaunch the Kiosk app.
    1. Tap the kiosk app version number in the bottom-right corner.
    2. Enter in your administrative email and password, and then tap Sign-In.
    3. Tap the Quit App button to close the kiosk app.
      You can also view those steps in this Help Center article: Closing The Windows Kiosk App
  3. Make sure the computer's date and time are correct. If the date is set to the wrong year or if the clock is set to the wrong time zone, that can cause the "Access Disabled" message to display.
  4. If the Access Disabled text is accompanied by the "This organization is not configured to accept transactions" message, then that points toward there not being any Donation or Purchase categories that are both active and displayed to a location. To fix this, go to the SecureGive dashboard and navigate to Categories > Donations or Categories > Purchases. Ensure at least one category is both active and displayed to a location. If your organization has multiple locations, and if a kiosk is showing the message above while being assigned to a particular location, then choose that location from the location dropdown on the categories page, and then make sure that at least one category is both active and displayed for that location.

    If you need help with adding Donation or Purchase categories, then read this Help Center article: Add a Donation/Purchase Category

    If you need help with displaying a donation or purchase category to a location, then read this Help Center article: Displaying or Hiding Categories by Location
  5. If none of the above steps help to fix the issue, then the kiosk app may need to be deleted and then reinstalled. Click on the link below to learn how to do that.

    Install or Re-Register the SecureGive Windows Kiosk App

If you still need help after completing all of the steps above, contact SecureGive Support:

You can also email us at support@securegive.com or call us at 855-895-8951, and we'll be happy to do that for you.