Most issues clear up with a quick refresh or restart. Start here, and if the problem continues, use Create Support Ticket in the Manager Tools menu or contact us.
The terminal is on the home screen instead of the POS
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Tap the POS app icon on the home screen to open it.
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On setups that auto-launch, the POS will also reopen on its own after the terminal sits on the home screen for a while.
The register won't load/stuck on the startup screen
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Check that the terminal has internet (WiFi or Ethernet).
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If you see a Retry button, tap it once the network is back.
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If it's still stuck, use Reboot from the Manager Tools menu (hold the upper-left corner for five seconds).
[ADD SCREENSHOT] The startup screen showing the Retry button.
Prices or products are out of date
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Use Sync Data in the Manager Tools menu, or
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Restart the terminal - it loads fresh data from your POS on startup.
Receipts aren't printing
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Run Test Print from the Manager Tools menu to check the printer.
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Confirm the printer has paper and the cover is fully closed.
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Check the printer is powered on and connected to the network.
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See the Hardware → Receipt Printer page for more detail.
The cash drawer won't open
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The drawer opens through the receipt printer, so first make sure the printer is working (run a Test Print).
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Check the cable between the printer and the drawer is seated.
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See the Hardware → Cash Drawer page for more detail.
The barcode scanner isn't scanning
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Make sure the scanner is charged / seated in its cradle.
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Check it's connected to the terminal.
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See the Hardware → Barcode Scanner page for more detail.
The screen is showing a bouncing logo / clock
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That's the screensaver. Touch anywhere to return to the register.
Something is frozen or acting strangely
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Open the Manager Tools menu (hold the upper-left corner for five seconds) and choose Reboot.
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If it happens repeatedly, use Create Support Ticket so we can look into it.
Still stuck?
Use Create Support Ticket in the Manager Tools menu (the terminal's details are attached automatically) or contact us directly.