1. Printer Not Connecting
What you see: A Printer Not Connected warning appears on the status bar, or you receive a Printing Error message that reads "There was an issue printing receipt. Please check the printer and try again."
Why it happens: The receipt printer has lost its connection to the POS device, usually due to a loose cable or the printer being powered off.
What to do:
Check that the printer's USB or network cable is firmly connected at both ends.
Make sure the printer is powered on and has paper loaded.
Restart the printer by turning it off, waiting a few seconds, then turning it back on.
On the POS, go to printer settings and tap Connect to printer to reconnect.
Try printing a test receipt. If the error persists, restart the POS device and reconnect.
If you see Continue Without Printing, you can tap it to skip the receipt and serve the customer first, then troubleshoot the printer afterward.
2. EDC Terminal Not Responding
What you see: The status bar shows EDC Not Connected, or when processing a card payment you see "The EDC device is not connected. Please check the connection and try again." You may also encounter a Payment Timeout message if the terminal takes too long.
Why it happens: The EDC (Electronic Data Capture) payment terminal has lost its USB connection to the POS device, or is powered off.
What to do:
Check that the USB cable between the EDC terminal and the POS device is securely connected.
Make sure the EDC terminal is powered on and showing its home screen.
On the POS, go to EDC Settings and tap Refresh EDC List to scan for available devices.
Select your terminal from the list and connect to it. The status should change to Connected.
If no devices appear, try unplugging the USB cable, plugging it back in, and tapping Refresh EDC List again.
Customers will not be able to pay by card until the EDC terminal is reconnected. If the issue continues, try restarting both the terminal and the POS device.
3. Cash Mismatch at Close Out
What you see: When ending your shift, a Mismatch detected alert appears with the message "We encountered a mismatch between your counted cash amount and the expected cash amount. How would you like to proceed?"
Why it happens: The cash you counted does not match the amount the system expected based on your transactions during the shift.
What to do:
Tap Perform recount to count the cash again carefully. Small counting errors are the most common cause.
If the amounts still do not match after recounting, tap Proceed with Manager Approval.
A manager will need to review the mismatch. They will select their name, enter their passcode, and approve the closing.
You may be asked to add a note explaining the difference. Provide as much detail as you can.
The system records all mismatches for reporting purposes. The Close Out Shortage or Close Out Overage will appear on the shift report.
4. Manager Approval
When it is required: Manager approval is needed for certain actions that require oversight, such as closing a shift with a cash mismatch or adjusting a cash drawer's starting balance.
What you see: A Manager approval dialog appears, asking for a manager's credentials.
How to request it:
Ask an available manager to come to your POS station.
In the Manager approval dialog, the manager selects their name from the Manager dropdown (placeholder: Select manager).
The manager enters their Passcode in the passcode field.
Tap Confirm to submit.
If the passcode is incorrect, the message Passcode does not match will appear. The manager should re-enter the correct passcode and try again.
Only employees with a manager role will appear in the dropdown list. If no managers are listed, contact your store administrator.
5. Session Timeout / Idle Screen
What you see: A dialog titled Are you still there? appears with the message "You haven't touched the screen in a bit. To keep your order, please continue." A countdown timer shows how much time remains before the POS resets.
Why it happens: The POS automatically locks after a period of inactivity to protect open orders and prevent unauthorized use.
What to do:
Tap Continue Order to return to your current session. Your order and all data remain intact.
If the countdown reaches zero, the POS will reset your session. You will need to log in again to start a new order.
This is a security feature and cannot be disabled from the POS. If the timeout period is too short or too long, ask your store manager to adjust it in the back-office settings.
7. App Not Loading
What you see: The POS app is stuck on the loading screen, shows a blank screen, or does not open at all.
Why it happens: This can be caused by a temporary software issue, a lost network connection during startup, or the device running low on resources.
What to do:
Close the POS app completely and reopen it.
If the app still does not load, restart the device by powering it off and back on.
After restarting, check that the device is connected to the internet (Wi-Fi or cable).
Open the POS app and wait for it to finish loading. The app needs an active internet connection to download your store's menu and settings on startup.
If the problem continues after restarting, contact your support team.
Do not repeatedly force-close and reopen the app. A full device restart is more effective at clearing temporary issues.
Quick Reference
Problem | First Step |
Printer Not Connected | Check cable, restart printer, reconnect in settings |
EDC Not Connected | Check USB, go to EDC Settings, tap Refresh EDC List |
Mismatch detected | Recount cash, then request manager approval if needed |
Manager approval | Manager selects name, enters passcode, taps Confirm |
Are you still there? | Tap Continue Order to resume |
App not loading | Restart device, check internet connection |