Troubleshooting

12.1 Menu item not showing

Check the search text and selected category first. Ask the menu administrator to check the linked Inventory product, the menu item's availability and the category's active status. Refresh the menu after an authorised correction. Do not create a duplicate product or use demo loading to make the item appear.

12.2 Cannot open Restaurant POS

Confirm Restaurant, Inventory and POS are enabled, the user has restaurant order/workspace access, and the correct location has an active Table Service or Hybrid register. Open the till through Start service (section 3).

• No restaurant till yet: no Table Service or Hybrid register exists at your locations. A manager with access adds one with Add a register.
• Every restaurant till is open: choose Keep selling on the open till, or End shift to hand its drawer over.
• No POS staff at this location can open a till: ask a manager to add a cashier at this location.
• "That PIN is not right. Try again." Re-enter your own PIN. After five wrong PINs the screen asks you to wait ("Too many wrong PINs. Try again in N seconds.").

For a cashier lock on the till, use your own credentials with the cashier button; never share a PIN.

12.3 Items not reaching kitchen

Check the order's saved preparation mode before resending:

• Paper tickets: Absence from the kitchen screen is expected. Check Print history, the saved batch, the printer and the physical kitchen handover.
• Kitchen Display: On the kitchen screen, check the location, switch the station to All, and look for the hidden-tickets and offline banners. On the till, check whether the item still shows Not sent, and check for an error from Send, including stock availability, before retrying.
• Display + paper: Check both the saved batch and the kitchen screen using the same order number. One missing copy is not permission to dispatch the food twice.

If confirmation reported a stock error, ask the stock administrator to resolve it and inspect the original order before retrying. Do not enter fictional stock or change the mode to bypass the error.

12.4 Table counts look wrong

Review open orders on the Floor view, table transfers, billing status, dirty-table behaviour, and manual table status changes. An unpaid bill print does not release or dirty a table; the configured automatic dirty action follows settlement. A Needs cleaning table stays unavailable until someone with table access uses Mark clean. Check the physical table and active order before marking it clean or available. Do not cancel a guest's live order merely to clear occupancy.

12.5 Reports look incomplete

Confirm the date range, location filter, order status, paid/billed status, currency and whether the service happened through Restaurant POS rather than an unrelated manual path. Check paper-mode exclusions for kitchen timing. Ask a supervisor to inspect the source sale before making corrections.

12.6 Printing Cancelled, Blocked or Duplicated

Before: Identify the order and batch number, and ask whether the kitchen already has a copy.

Steps: Open ⋯ > Print history (or Reprint on the printed strip), pick the order under Recent paper orders, choose the saved batch's printer button, then Print copies. If the browser blocked direct printing after Confirm & Print, the copies are already waiting there under Prepared copies. Check browser popup/print restrictions and the configured paper size. A supervisor can help confirm browser and printer setup.

Result: The same batch is recovered and labelled REPRINT. Its stock and payment state remain unchanged.

Recovery: If two copies print, mark the surplus as a duplicate and tell the kitchen; do not prepare both. If no saved batch exists, inspect whether confirmation failed before retrying Confirm & Print; when the copies could not be prepared, the order stays on the ticket. Do not cancel the order merely because printing was cancelled. Automatic printer routing, printer delivery acknowledgement and proof of physical printing are not provided by the browser print flow.

12.7 Payment Uncertain or Wrong Method Selected

Stop and retain the order number, sale number if shown, tender amount and merchant reference. Compare Sales History with the approved cash/MoMo/card record. Do not repeat the charge while its outcome is uncertain. "The bill changed to GHS … Review it and take payment again." means nothing was recorded; review the ticket and pay again. A wrong payment method or a recorded sale needing reversal requires an authorised correction; editing a note or reprinting a bill will not reverse a transaction.

12.8 Changes After Dispatch

For a changed instruction, save it on the existing item and deliver the change notice in paper/combined mode. For an eligible cancelled item, record the reason and deliver the cancellation notice. Confirm with the kitchen that preparation has stopped or changed; an updated screen does not retrieve an older physical slip. Never change stock manually just because a notice printed.