The most common problems and their solutions.
Login & access
"Authentication failed" at login
Your PIN code is incorrect. Try again; if forgotten, an Admin can reset it in Employees.
"Access denied" on a screen
Your role does not have the required permission. Ask the Admin to grant it to you (Authorizations).
"Authorization required" during a discount/a refund
The operation exceeds the threshold of your role. Have it validated by a Manager/Admin (entry of their PIN). See Receipts, void & refund.
Printing
"USB printer not found"
Check the cable connection, then Detect → Connect in Peripherals → Printers.
"Connection refused. Is the printer on?" (network printer)
Check that the printer is on, on the same Wi-Fi network, and that its IP address is correct. Do a Test page.
The receipt does not print
The printer may be Disabled or in error (see the status at the top of the sales screen). Also check that a default receipt printer is set.
The orders do not go to the kitchen
Check that at least one printer with the Kitchen role is Active and connected (Configure the peripherals).
Sales & register
Cannot add a product to the cart
The product may have a mandatory choice not made (e.g. the sauce), or it is unavailable (out of stock). See Build an order.
The drawer does not open
Check that it is Connected (Peripherals). It opens automatically on cash payment; otherwise use the Open drawer widget (if authorized).
I cannot find a receipt in Receipt search
The search is limited to the current session. A receipt from a closed day is viewable via its Z closure (Detailed reports).
A promo code is refused
Check that the code is active on the register, within its validity period, that the cart reaches the minimum amount, that the products are eligible and that the usage limit is not reached. The free delivery codes are reserved for online ordering.
Cash discrepancy at closure
Check the unrecorded cash movements and supplier payments, and cross-check with the Audit log.
Data & modules
A screen displays "License required"
The feature depends on a module that is not active. Check/request the module in Licenses.
An out-of-stock product is still sellable
Enable real stock tracking (Settings → Stock) and consult the alerts.
Backup, encryption and recovery
Keep recovery secrets separately from backups. An employee PIN does not replace an archive key or passphrase. If a secret is lost, check the vault recovery methods with your administrator before resetting anything. A legacy V3 archive and the active V4 vault follow different workflows. If an upload fails, check connectivity, vault access, subscription and quota. Use the Backup centre to identify the correct format and verify a restore point.
Network & multi-register
A secondary register does not connect
Check that the primary register is active, that all are on the same Wi-Fi, then start the search in the Connect tab. If it does not appear, use the QR code or the address displayed on the primary register.
I cannot refund a receipt paid on another register
The primary register must be reachable to verify and lock the refund. Try again when the local network and the primary register are available.
A kiosk/PDA does not appear
Check the license (number of authorized devices) and the pairing in Connected devices.