FREQUENTLY ASKED QUESTIONS

Troubleshooting

  • I know this person is in my database – why can’t I find them?
    • Their billing zip code may be different than the address in your database. By putting their work/office address in the “Member Zip Code” field you can search on the alternate zip code, while still being able to process with the billing zip code.
    • Their first name in your database may be different than the one on their card (ex. “Bob” and “Robert”). By putting their first name in the “Member name” field you can search on the alternate name.
  • The app is not reading my card swipe.
    • Make sure your volume is all the way up. If it is, try turning it down just one level.
    • Unplug your device and plug it back in (if you let the device go idle, the app sometimes stops “listening”).
    • Make sure the app has access to your microphone.
    • If these solutions do not resolve your issue, please contact our 24/7 Support Team at support@aristotle.com or (888) 217-9600.
  • I’m getting an error when I log in.
    • Make sure you are connected to a Wi-Fi network.
    • If the network requires you to open a Web browser and accept terms, make sure you do this each time your device goes idle. When a devices goes idle it usually disconnects or ends your session.
  • How do I know which record to select after the search?
    • All records that are currently in your database will be tagged with a yellow “360” icon. Selecting any records without the 360 tag will create a new individual in your database.
  • When I swipe a card, the information page is filling up with strange characters.
    • You may have a bad card reader. Contact our help team for assistance.
  • It says there are no Web forms associated with my account.
    • Make sure that your user is assigned to the AMP Web form in 360.
  • Every time I swipe a card it says it can’t read it. What gives?
    • Slow Down! If the reader is spinning while you’re swiping, or there is uneven pressure or speed it may not read. The fact that you are getting an error is a good thing – it means the device is working. Try slowing down and holding the reader steady while you swipe.
  • I’m having trouble with my internet connection. Can I still swipe payments?
    • Yes. If your internet connection becomes interrupted or temporarily unavailable, enable Offline Mode to accept swiped card payments.

When will my money be deposited?

    • For 360 clients, we currently process disbursements weekly on Fridays for the previous weeks settled transactions.
    • For CM/BO clients, we process Monday and Thursday for settled transactions as of that date.