POS app questions and answers
Short answers. Each links to the page that covers it in full.
Signing in and devices
Section titled “Signing in and devices”Why does my tablet say Solo when I set it to Hub? Every new login registers its device as Solo until an owner or manager changes the mode, and only one Hub per network is supported. Device modes
Can two people use the same login? No. A cash shift belongs to one person on one device, so a shared login produces payment refusals nothing on screen will explain. One login per person, one role per login. One login per person
A tablet has gone missing. What do I do? Revoke it under Devices. Log out only ends the session; Revoke stops it signing in at all. Staff and devices
Why can I not change my username? A manager assigns it. You can change your own password and till PIN. Your profile
Taking orders
Section titled “Taking orders”I rang up a dine-in order without a table. Open the table on the floor plan and use Link existing order. Do not void and re-ring it. The Floor Plan
The table I picked is already occupied. The app offers to add your items to the existing order instead. That is normally the right choice — it is what stops a table ending up with two half-bills. The Register screen
Can I change an order from pickup to dine-in? Yes, with Change order type — but paid orders keep their payment; tax is not recalculated. Change the type before taking payment, not after. The Orders screen
Why can I not find an order I know exists? Search only covers the period filter you have selected. Tap Search all time. The Orders screen
The party moved tables. Move check on the floor plan. To combine two checks, move onto the occupied table and Merge. Both need table sessions switched on. The Floor Plan
Payment
Section titled “Payment”Can I take half in cash and half on card? Yes — Mixed payment. Both halves land as separate payments on the order. Taking payment
Can one person pay for just their own items? Tick their items on the payment screen. Each payment remembers what it covered. Taking payment
Why is Card missing on this tablet? Card capture is Disabled for that device, which is a per-device setting. Card payments are not working
Tap to Pay says there is no NFC. That tablet has no NFC chip. Use a phone, a reader, or an external terminal. It is hardware, not a setting. Card payments are not working
A card payment failed. Should I record it by hand? No. A Tap to Pay that did not reach Payment captured recorded nothing, and the bill is correctly unpaid. Retry, or take the money another way. Taking payment
The customer wants to pay cash after I took their card. Change to cash does this — unless the fiscal receipt is already finished, in which case the card payment has to be refunded or reversed first. Taking payment
Why can the owner not open a till? Deliberately. The owner role has cash drawer and waiter bank permissions removed. Cash handling belongs to cashier and manager logins. Who can do what with cash
Why will it not let me log out? A shift is still open on that device. Count the drawer and close it. I cannot log out
Why can I not see the expected cash? Blind counting is on for your venue — the expected figure appears after you commit a count. The cash drawer and waiter bank
My day count is over by exactly the float. The day’s expected cash excludes opening floats. That is the most common false variance. My cash count does not match
Is the till shift the same as the day close? No. A till shift can close several times a day for handovers; the day close happens once, in Reports. Reports and the day close
Menu and pricing
Section titled “Menu and pricing”A price is wrong on one tablet only. Run Sync menu & device data on that device. It is safe mid-service — existing data is kept if the sync fails. The menu is wrong on one device
Why do the category colours differ between tablets? They are stored per device and are not synced. The menu on the device
What is the difference between an option group and an add-on? An option group must be answered at checkout; an add-on is an optional extra charged on top. The menu on the device
How do I stop selling something for the rest of service? Mark it Out of stock on the item sheet, or set Active off to hide it everywhere. The menu on the device
Printing
Section titled “Printing”Nothing prints from this tablet. Work through the POS section of Orders not printing. A tablet and the office PC print by completely different routes.
Why will it not let me add a LAN printer? You have to Test connection successfully first. An untested LAN printer fails silently during service. Printing from the device
A new menu category is not printing in the kitchen. No printer claims that category. Leave one kitchen printer’s categories empty so it acts as a catch-all. Printing from the device
The receipt is cut off or half width. The printer’s Paper Width is set wrong. That field chooses the layout. Printing from the device
Offline
Section titled “Offline”Can we keep selling with no internet? Yes — orders save on the device and upload when you reconnect. Card Tap to Pay is the exception. Offline behaviour
Unless you are a fiscal venue. Where fiscalisation is required, orders and payments are blocked offline, because a receipt that cannot be signed cannot be issued. Fiscal and TSE (Germany)
An order says Sync failed. Use Retry without changes first. Discard local order is permanent and is only for a duplicate or a mistake. An order will not sync
Waiter handsets have stopped seeing the Hub. Check both ends with LAN connectivity → Check now. Two Hubs, two networks, or router client isolation cover almost every case. A waiter handset is not syncing
Reservations and the floor
Section titled “Reservations and the floor”Reservations look out of date. You are reading the device’s cached copy because it is offline. A booking taken elsewhere meanwhile is not in it. Reservations on the device
A walk-in is waiting for a table. Use the Waitlist, not a reservation. The Floor Plan
Why can I not mark a table occupied? Table state is worked out from live orders and reservations, not set by hand. The exception is Out of service, which is set under Edit Layout. The Floor Plan
Device health
Section titled “Device health”The app says there is no secure keystore. That device cannot store the sign-in session encrypted. The app works normally and your data still travels encrypted, but treat that tablet as one that should not leave the premises. App information
Something crashed. What should I send?
The crash report from App info, plus the build number. A copy is also saved to
Downloads/RestroManage on the device.
App information