Troubleshooting
If a payment request is interrupted, check Sales using the receipt, customer or payment reference before taking money again. An existing completed sale must not be paid twice.
- Retail owners and cashiers
- Updated
In this guide
| Situation | Check and safe recovery |
|---|---|
| POS or an action is missing | Confirm the business and assigned workspace and functional permissions with the owner. Do not share credentials or PINs. |
| Scanner does not add a product | Close typing dialogs and check that the scanner sends Enter after the barcode. Search by SKU or name and check active status and till location. A normal search needs a chosen result; a scanner should add the item and show the added message. |
| Till is locked after reload | Choose the authorized cashier and enter their PIN. The lock survives reload; wait for the displayed countdown after failed attempts. |
| Unfinished web sale after a connection failure | Reconnect and unlock the same business and till to restore the draft. Do not take payment offline. If completion was uncertain, check Sales History before retrying with the existing sale. |
| Fixed combos cannot be sold | Check whether the badge says Needs review or Out of stock. Review the contents, till location and Inventory Settings > Stock > Allow negative stock with an authorized colleague. The setting applies to singles and valid fixed combos, but cannot bypass an invalid recipe. |
| Recalled sale has changed | Review repriced items, availability, discounts, and the customer before taking payment. A parked sale is not a frozen quotation. |
| Payment confirmation is uncertain | Check Sales History and provider evidence first. Do not charge the customer twice or create a second sale to obtain a receipt. |
| Printer failure | Keep the sale reference, reopen its receipt, and retry printing. For Restaurant paper tickets, reprint the saved preparation batch from Print history and use Print copies. |
| Cash variance | Recount the drawer and inspect refunds, opening float, and cash movements. Separate non-cash receipts and explain the actual difference. |
| Report is empty | Review dates, location, customer, and status. Parked sales require explicit selection; confirm you are in the correct business. |
| PDF or Excel is too large | Narrow the filters. PDF supports up to 1,000 sales; the largest Excel detail sheet supports up to 100,000 rows. |
| Return or void is blocked | Check the original transaction, permitted quantity, status, and required supervisor authorization. Never delete records or create an unrelated sale as a workaround. |
When requesting support, provide the business, till, document reference, action, approximate time, and displayed error. Do not include passwords, PINs, full card details, or unnecessary customer information.