Switching between Fortis and NeoPay
| Stay in Fortis for | Switch to NeoPay for |
|---|---|
| Sales, transaction history, tax invoices, daily reports, barcode scanning, loyalty cards, app settings | Last Transaction and Transaction History Reports |
How to switch from Fortis to NeoPay
- Swipe up from the bottom of the Terminal Screen while on Fortis app or Home screen
- Click "Mashreq POS" to navigate to NeoPay Operating System
Switching apps does not affect any sale in progress — your open order in Fortis will still be there when you return.
Fortis POS App won't open: Restart the Fortis app and retry. If still failing, restart the terminal (hold power → Restart). Contact Fortis Support if the issue continues.
Contact and escalation reference
| Issue type | Who to contact |
|---|---|
| Fortis app (payments, invoices, reports, settings) | Fortis Support: Submit a request |
| NeoPay app (Reconciliation, refunds, payment receipts) | Fortis Support: Submit a request |
| Terminal hardware (printer, screen, card reader) | NeoPay through Fortis Support |
| Settlement discrepancies | Fortis Support with dates and amounts affected |
| Refund escalation | Fortis Support — include Payment ID, RRN, date, and amount |