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Essential Help

Step-by-step guides for your Essential device.
Tap a section below to get started.

Step 1 of 6
What's in the box Getting set up Need help?

Getting Started

Your device is ready to go. Here is what to do when it arrives.

What is in the box
1
Check everything is there
Your box should contain:
  • Your Essential payment device (Zolon Elys Note M9200)
  • Charger and cable
  • Thermal receipt paper roll (pre-loaded)
  • A welcome card with a QR code linking to this guide
If anything is missing or looks damaged, WhatsApp us at +6014 3212 880 before doing anything else.
Getting set up
2
Power on the device
Hold the power button on the side of the device for 3 to 5 seconds until the screen lights up. The device has been fully set up by our team before shipping, so you do not need to install anything.
3
Connect to Wi-Fi or a hotspot
Before opening the payments app, make sure the device is connected to the internet. Go to Settings → Wi-Fi and connect to your network. Alternatively, you can insert a SIM card for mobile data or tether to your phone's hotspot.

The device needs an internet connection to process payments, so this step is important before you start.
If you plan to use the device at events or outdoor locations, set up a mobile hotspot on your phone as a backup before heading out.
4
Open the Fiuu Virtual Terminal app and start accepting payments
Tap the Fiuu VT app on the home screen. The app has already been installed and activated by our team. Enter your 4-digit passcode (provided in your welcome card or sent to you separately) and you are ready to accept payments straight away.
Your passcode is set by our team during setup. You can change it anytime inside the app under Settings.
5
Access your Merchant Portal
Your Fiuu Merchant Portal is where you track transactions, check settlements, and manage your account. Log in at portal.fiuu.com using the credentials in your Fiuu approval email. Head to the Merchant Portal tab in this guide for a full walkthrough.
Need help?
6
We are here if you get stuck
WhatsApp us at +6014 3212 880 or email support@shiokpos.com. Our support hours are Monday to Friday, 9.30am to 6.30pm, and Saturday 9.30am to 12.30pm.

If you ever need to reinstall the Fiuu VT app, just WhatsApp us and we will guide you through it or do it remotely for you.
Home screen Taking a payment Printing a receipt

Your App

How to use the Fiuu Virtual Terminal app to accept payments and print receipts.

The home screen
1
Opening the app
Tap the Fiuu VT app on the home screen and enter your 4-digit passcode. You will land on the main screen showing all available payment methods. Everything you need to accept payments is on this screen.

Make sure your device is connected to Wi-Fi or mobile data before proceeding. The app will not process payments without an internet connection.
Fiuu VT app home screen showing available payment methods
2
The menu
Tap the menu icon (three lines) at the top left of the screen to access other features including Transaction History, Settings, and account information.
App menu open showing Transaction History, Settings, and account options
Taking a payment
3
Select a payment method and enter the amount
From the home screen, tap the payment method the customer wants to use — Card, DuitNow QR, GrabPay, Touch 'n Go, ShopeePay, Boost, WeChat Pay, UnionPay, or Alipay+. Enter the amount and confirm it is correct before proceeding, since amounts cannot be edited once the payment screen loads.
Entering the payment amount on the Fiuu VT keypad
4
Complete the payment with the customer
For card payments, ask the customer to tap, insert, or swipe their card on the device. For QR or e-wallet payments (DuitNow QR, GrabPay, Touch 'n Go, ShopeePay, Boost, WeChat Pay, UnionPay, Alipay+), the app will either display a QR code for the customer to scan, or open the camera for you to scan the customer's QR, depending on the method.
Tap to pay screen for card payments
Always wait for the Payment Approved screen before completing the sale. Never hand over goods or let the customer leave if the screen freezes or shows an error — check Transaction History first, and WhatsApp us if you are unsure whether it went through.
5
Wait for the Payment Successful screen
Once the payment goes through, the app displays a Payment Successful screen with the total amount. This is your confirmation that the sale is complete and safe to hand over goods.
Payment Successful confirmation screen
Printing a receipt
6
Go to Transaction History
After the payment is approved, tap the menu icon at the top left, then select Transaction History. You will see a list of all recent transactions. Tap the transaction you just completed to open it.
Transaction History list showing recent payments
7
Open the transaction detail
Tap on the transaction to open its detail view. You will see the amount, payment method, date and time, and the transaction status. From here you can also check whether the payment was successfully captured.
Transaction detail view showing amount, method, date, and status
8
Cancelling a payment (if needed)
If a transaction was taken by mistake or needs to be reversed, open the transaction detail as above and tap Cancel Payment. You will be asked to enter your 4-digit passcode to confirm.
Enter passcode to confirm cancelling a payment
Cancelling a payment cannot be undone. Only cancel a transaction you are certain about, and always check with the customer first.
Once confirmed, the transaction status will change to Cancelled.
Transaction status showing Cancelled
9
Tap Receipt then Send Receipt
On the transaction detail screen, tap Receipt. A preview of the receipt will appear. Tap the Send Receipt button at the bottom to open the send options.
Transaction detail screen with the Receipt button and receipt preview
10
Choose Customer Copy, then tap Other
A sheet will slide up asking for the receipt type and where to send it. Tap Customer Copy, then tap Other. This opens your device's share menu, which is where BT Printer is found.
Send Receipt sheet with Customer Copy and Other options
11
Select BT Printer to print the receipt
From the share menu that appears, tap BT Printer. The first time you do this, Android may ask permission for BT Printer to find and connect to nearby devices — tap Allow. The receipt will then print immediately on the device's built-in thermal printer. No confirmation screen will appear — it prints straight away.
Share menu with BT Printer option for printing the receipt
If BT Printer does not appear in the share menu or the printer does not respond, try restarting the device and opening the BT Printer app once from the home screen before trying again.
12
About BT Printer
BT Printer is the app that connects the Fiuu VT app to the M9200's built-in thermal printer. It comes pre-installed and configured on your device — you do not need to set it up, and its default settings (columns, feed lines) should not be changed. You will rarely need to open it directly, since it only appears when you tap Other from the Send Receipt sheet.

If your receipts stop printing after a device restart, open BT Printer once from the home screen to re-establish the printer connection, then try printing again.
BT Printer app settings screen
Logging in Transactions Settlements Refunds Account Reports

Merchant Portal

Use the Fiuu Merchant Portal to check transactions, settlements, and manage your account.

Logging In
1
Go to portal.fiuu.com
Open your browser and go to portal.fiuu.com. You will see the Merchant Portal login screen. Enter your Merchant ID, email address, and password from your Fiuu approval email, then click Sign In.
Fiuu portal login screen
2
Your home screen
After logging in you will land on the home screen. This gives you a quick overview of your account. Your full navigation is on the left sidebar. Use the search bar at the top left to look up any transaction by ID.
Fiuu merchant portal home screen
Checking Transactions
3
View your transaction history
Click Transactions → Main Accounts on the left sidebar. You will see your account balance, total pending refunds, and a full list of transactions. Use the filter at the top to search by date, channel, Order ID, or Fiuu Transaction ID, then click Search Now.
Fiuu transactions main accounts page
4
View a transaction in detail
Click on any Transaction ID in the list to open the full detail view. You can see the payment method used, transaction status, timeline, amount breakdown including MDR fees, and the final settle amount paid to you.
Fiuu transaction detail page
5
Check your sales dashboard
Click Dashboard on the sidebar. This shows your account balance, a breakdown of today's transactions by payment channel (DuitNow, Mastercard, ShopeePay, Visa etc.), and your daily, weekly, and monthly sales summary at a glance.
Fiuu dashboard overview
Settlements
6
View your settlement records
Click Settlements → Records on the sidebar. You will see a list of all settlements showing the date, your Merchant Ref ID, the bank account the funds were sent to, transaction amount, and the final settle amount after deductions. Settlements happen T+1 working day.
Fiuu settlement records listing
7
See the full breakdown of a settlement
Click the i icon on the right of any settlement row to open the detail view. This shows you exactly which transactions were included, the MDR deducted, and tabs for Chargebacks, Refunds, and Captured Refunds. You can export the full list as Excel, CSV, ODS, PDF, or TXT.
Fiuu detailed settlement breakdown
Refunds
8
Process a refund
To refund a customer, find the transaction under Transactions → Main Accounts, open the detail page, and click Request Cancel. Refunds typically take 3 to 7 working days to reach the customer depending on their bank.

You can also view all refund requests under Refund → Incoming Request in the sidebar.
If you are unsure whether to approve a refund or are dealing with a dispute or chargeback, WhatsApp us first and we can advise you before you take action.
Account Management
9
Get your VT Activation QR code
Click VT Activation at the bottom of the left sidebar. You will see a list of all terminals registered to your account. Terminals showing Pending Activation have a View QR button on the right. Click it to get the QR code you need to activate the Fiuu VT app on your Essential device.
Fiuu VT Activation page with View QR button
10
Give your staff portal access
Click Settings → Access Settings. You will see a list of all users who have access to your portal. To add someone, click Register Sub User and fill in their name and email. They will receive their own login credentials so they can access the portal without needing your password.
Fiuu access settings sub-user list
11
Send a payment link to a customer
Click Payment Link → Generate Default Link. Fill in the customer's email, name, and the amount, then click Submit Payment Link. Fiuu will send the customer an email with a link to pay you directly.

You can also generate a QR code for the payment link under Generate QR-Code in the same menu.
Payment links require Fiuu Online to be enabled on your account. Your device runs on Fiuu Offline by default. WhatsApp us to get this enabled and no extra documents are needed from your side.
Fiuu generate default payment link form
Reports
12
Download reports
Click Reports on the sidebar. The Daily Report shows your transaction volume, total amount, success count, and success rate over any time period you choose. You can filter by sub-merchant or channel and view a live chart of transaction status over time. Use this to track your business performance or share records with your accountant.
Fiuu daily reports and performance screen
Daily habits Connectivity Troubleshooting Reinstalling the app Updates

Device Care

How to keep your Essential device running well and what to do when something goes wrong.

Daily habits
1
Keep it charged
Plug the device in when it is not being used. Try not to let the battery drain to zero before charging as this shortens battery life over time. Keep the device away from direct sunlight and hot environments like car dashboards.

New devices may take a few charge cycles before the battery feels fully settled. If you notice unusually fast drain after the first week of use, WhatsApp us.
2
Restart it once a week
Like a phone or laptop, your device benefits from a regular restart. Do this at least once a week during a quiet moment. Hold the power button and tap Restart. This clears temporary files, keeps things running smoothly, and prevents the kind of slowdowns that build up over time.
3
Keep the screen and camera clean
Wipe the screen with a soft, dry microfibre cloth. Do not use cleaning sprays, alcohol wipes, or rough materials directly on the screen or camera lens. A clean camera lens is especially important as it is used to scan customer QR codes. Fingerprints and dust on the lens are the most common reason QR scans fail.
4
Handle the receipt paper carefully
The device uses thermal paper rolls. When loading a new roll, make sure the paper feeds from the bottom of the roll outwards. Close the paper compartment firmly until it clicks. Thermal paper is heat-sensitive, so avoid storing rolls in direct sunlight or near hot surfaces as this can cause the paper to darken and jam.
Running low on paper? WhatsApp us and we can arrange compatible replacement rolls for you. You can also source standard 58mm thermal paper rolls from most stationery suppliers.
Connectivity
5
Always have a backup internet connection
The device needs internet to process every payment. If your Wi-Fi goes down during business hours, you will not be able to accept payments until it is back. To avoid this, either insert a SIM card into the device's SIM card slot for mobile data, or keep your phone hotspot ready as a backup.
Going to an event, pasar malam, or outdoor location? Set up your hotspot before you leave, not when you are already there with a queue forming.
Troubleshooting
6
Device is frozen or unresponsive
Hold the power button for 5 to 10 seconds until the screen turns off completely. Wait 10 seconds, then power it back on. This resolves most freezing issues. If the device freezes regularly, contact us as it may need a software update or a replacement unit.
7
Screen shows "No Connection"
Check the following in order:
  • Is Wi-Fi connected? Go to Settings → Wi-Fi and check
  • If using a SIM card, is the data plan active?
  • Restart the device and try again
  • Try switching to a mobile hotspot instead
  • If none of that works, restart your router
If connection issues keep coming back, WhatsApp us and we can check the device settings remotely.
8
Device will not turn on
Charge the device for at least 30 minutes first, then hold the power button for 3 to 5 seconds. If it still will not turn on, WhatsApp us straight away.
9
Device is cracked, damaged, or not working properly
Stop using the device and take a photo of the damage. WhatsApp us with your merchant name and the photo and we will assess it, usually within the same business day.

The Essential device generally comes with a 1-year warranty for manufacturing defects, though this is a summary and not the full terms. If your unit is found to be defective, we will typically issue you a temporary replacement device while yours is sent to our service centre for repair, and you will return the temporary unit once yours is fixed. Full warranty terms are available on request.
Do not attempt to open or repair the device yourself as this will void the warranty.
10
Device is lost or stolen
Contact us immediately at +6014 3212 880. We will help suspend your terminal on the Fiuu system to prevent any unauthorised transactions. Report it to the police as well if needed.
Do not delay reporting a lost or stolen device. The sooner we know, the sooner we can protect your account.
Reinstalling or reactivating the app
11
When you need to do this
If the Fiuu VT app was removed, the device was reset, or you were asked to reinstall as part of troubleshooting, you will need to activate the app again from scratch. WhatsApp us first so we can issue you a fresh activation code before you begin — we typically reply within the same business day.
Reinstalling because the app would not connect in the first place? Check Connectivity above before you start — activation itself needs a working internet connection to complete.
12
Open the app and tap Activate
Open the Fiuu VT app. You will see the Fiuu logo and the app version number. Tap Activate to begin.
Fiuu VT app splash screen with Activate button
13
Read the Privacy Policy
The app will show its Privacy Policy. Scroll down to read through it.
Fiuu Privacy Policy collection and use of information
14
Tick to agree, then tap Agree
Once you reach the end of the policy, tick I understand and agree to Privacy Policy, then tap the Agree button, which will turn green once the box is ticked.
Fiuu Privacy Policy agree checkbox and button
15
Enter your activation code
You will land on the "Hi, Welcome" screen. Enter the 4-digit VT Activation Code we sent you, or tap Scan with QR Code if we sent you a QR code instead. Then tap Activate.
Fiuu VT activation code entry screen
Do not have an activation code? WhatsApp us and we will send you a new one. Codes are unique to each device and cannot be reused.
16
Scanning the QR code (if applicable)
If you chose to scan instead of typing the code, point the camera at the QR code we sent you until it is captured automatically inside the green frame.
Fiuu QR code scanner screen
17
Allow location access
The app will ask for permission to access this device's location. Tap While using the app to allow it. This is required for transactions to process correctly and cannot be skipped.
Location permission prompt for Fiuu VT
18
Set a passcode
Choose a 4-digit passcode to secure the app, then enter it again to confirm. Use something you and your staff can remember easily, but avoid obvious combinations like 0000 or 1234.
Set passcode screen for Fiuu VT
19
Activation successful
Once you see Activation Successful, tap OK. You can now use your passcode to log in to the Fiuu VT app going forward. Head to the Your App tab above for how to take a payment and print a receipt.
Fiuu VT activation successful confirmation
Software updates
20
You do not need to manage updates yourself
If a software update is required for your device or the Fiuu VT app, we will contact you directly and walk you through it. You do not need to update anything on your own unless we ask you to. If you see an update notification on the device, WhatsApp us before tapping anything.

Frequently Asked Questions

Straight answers to the most common questions.

Setup Taking Payments Receipts Settlements Device & Warranty
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Setup and getting started
The device arrived but it will not turn on. What do I do?

Plug it in and charge it for at least 30 minutes first. Then hold the power button on the side for 3 to 5 seconds. If it still does not turn on, WhatsApp us at +6014 3212 880.

Do I need to install or set up anything?

No. The device comes fully set up by our team. The Fiuu Virtual Terminal app is already installed and activated. Just power it on, connect to Wi-Fi, and you are ready to accept payments.

What is my passcode?

Your 4-digit passcode was either included in your welcome card or sent to you separately by our team. If you cannot find it, WhatsApp us and we will sort it out for you.

Is Essential a POS system?

No. Essential is a payment acceptance device. It takes card and e-wallet payments and prints receipts, but it does not manage orders, menus, or inventory. If you need a full POS system, WhatsApp us and we can point you in the right direction.

Is there a monthly fee?

No. Essential is a one-time purchase. You own the device. Fiuu charges a Merchant Discount Rate (MDR) per transaction as the payment processor, but there are no monthly fees from Shiok POS.

Taking payments
What payment methods can I accept?

Cards (Mastercard and Visa via tap, insert, or swipe), DuitNow QR, Touch 'n Go eWallet, GrabPay, ShopeePay, Boost, WeChat Pay, UnionPay, and Alipay+. The exact methods available depend on what is enabled under your Fiuu account. Check your approval email or the Merchant Portal to confirm.

How do I know if a payment went through?

Wait for the Payment Approved screen on the device. A receipt will also print automatically if paper is loaded. Only hand over goods after you see the approval screen. If the screen freezes or goes blank, do not assume the payment went through.

What do I do if the screen freezes mid-transaction?

Do not hand over goods yet. Hold the power button for 5 to 10 seconds to restart the device, then log in to the Merchant Portal at portal.fiuu.com and check Transactions to see if the payment appears. If it does not, the payment did not go through and you can ask the customer to try again.

A customer's QR code will not scan. What do I do?

Try these in order:

  • Wipe the camera lens with a soft cloth
  • Increase brightness on both the device screen and the customer's phone
  • Hold the device about 15 to 20 cm from the customer's screen
  • Ask the customer to refresh or reload their QR code
If it still will not scan, ask the customer to pay by card instead.

Do I need Wi-Fi to accept payments?

Yes. Every payment requires an internet connection. You can use Wi-Fi, a SIM card in the device's SIM slot, or tether to your phone's hotspot. Always have a backup option ready, especially at events or outdoor locations.

A customer says they were charged but I cannot see the transaction. What do I do?

First check Transactions → Pending in the Merchant Portal as it may still be processing. If it does not appear after 10 minutes, the charge most likely did not go through. The customer's bank may show a pending hold which will be released within 1 to 3 working days. WhatsApp us if you are not sure.

Is there a limit on how much I can charge per transaction?

Yes, transaction limits are set during your Fiuu onboarding based on your business type. To find out your current limit or request an increase, WhatsApp us and we will submit the request to Fiuu on your behalf.

A payment was declined even though the amount is within my limit. Why?

Declines can happen for reasons outside your control, including the customer's card not being enabled for the payment method, insufficient funds on the customer's end, or their bank blocking the transaction. Ask the customer to try a different payment method or contact their bank directly.

Can I send a payment to a customer who is not physically with me?

Yes, but this requires payment links to be enabled on your account. Your device runs on Fiuu Offline by default. WhatsApp us to enable payment links and no extra documents are needed from your side.

Receipts and records
How do I print a receipt?

The device will print a receipt automatically after every successful payment as long as paper is loaded. If it does not print, check that the paper roll is loaded correctly and the compartment lid is fully closed. You can also reprint from Orders inside the Fiuu VT app.

Can I send a digital receipt to a customer?

Yes. After a payment, go to Orders in the Fiuu VT app, find the transaction, and send a digital receipt to the customer via email or WhatsApp.

I have run out of receipt paper. Where do I get more?

WhatsApp us and we can arrange compatible replacement rolls for you. You can also source standard 58mm thermal paper rolls from most stationery or office supply shops.

Settlements and payouts
When will I receive my payout?

Fiuu settles your transactions T+1 working day into your registered bank account. Weekends and public holidays do not count. You can track settlements under Settlements → Records in the Merchant Portal.

My settlement has not arrived. What do I do?

First make sure the settlement date has actually passed, counting working days only. If more than 5 working days have gone by with no transfer, WhatsApp us with your merchant name and the relevant dates and we will raise it with Fiuu.

How do I process a refund for a customer?

Log in to the Merchant Portal at portal.fiuu.com, go to the transaction under Transactions → Main Accounts, and click Request Cancel. Refunds typically reach the customer within 3 to 7 working days depending on their bank.

A customer is disputing a charge. What do I do?

Payment disputes and chargebacks are handled directly with Fiuu as they are the payment processor. Log in to the Merchant Portal and check the Refund section for any incoming requests. You can also email Fiuu at support@fiuu.com with your Merchant ID. WhatsApp us if you need help navigating the process.

Can I change the bank account my settlements go into?

Yes. Email Fiuu at support@fiuu.com with your Merchant ID and your new bank account details. They will update it on their end.

Device and warranty
My device is not working properly. Is it covered under warranty?

The Essential device generally comes with a 1-year warranty covering manufacturing defects (this is a summary, not the full terms). WhatsApp us and we will arrange a temporary replacement unit while yours is repaired at our service centre. Once repaired, you return the temporary unit to us.

How do I return a defective device?

WhatsApp us at +6014 3212 880 and we will issue you a return label. Just pack the device securely and drop it off at any courier collection point. If you are based in the Klang Valley, we may be able to arrange a collection from your location.

How quickly will I get a replacement device?

If you are in the Klang Valley, we aim to get you a temporary replacement the same day or next day. For merchants outside the Klang Valley, it should not take more than 3 to 4 working days depending on your location.

Can multiple staff use the same device?

Yes. Just keep the 4-digit passcode secure and only share it with staff you trust. For Merchant Portal access, register each staff member as a sub-user under Settings → Access Settings so each person has their own login.

Can I use the device at different locations or events?

Yes, anywhere as long as you have internet access. Make sure you have a backup connection ready for outdoor or event use.

Still need help?

Message us with your merchant name and what you're seeing. We usually reply within the same business day.

Mon–Fri 9.30am–6.30pm  |  Sat 9.30am–12.30pm