On-site troubleshooting
Check current order, payment, stock, network, and device status.
About 9 minScreenshots use the English app and browser tools with English demo data. Follow the numbered steps and use your own product details when you are ready. Click any screenshot to enlarge it.
If payment completion is uncertain
If the completion screen is missing or frozen, find the existing order first. Submitting again can duplicate both orders and stock deductions. Check the payment service for money received, history for local records, and held orders for unpaid reservations.
Search order history
Open POS history or History in management. Search order number, pickup code, or product name, then check event, time, and total. If the correct order exists, continue picking or reprint its receipt.
Check held orders
Open Held orders to find reserved but unpaid records. If money was received, verify it and resume that original order. A pickup code does not prove payment; the screenshot distinguishes unpaid and waiting-to-pick states.
Check held orders Record or correct the sale
Only if payment exists and neither an order nor a hold exists, record the original products and actual payment method, noting the time and reason. Correct or refund an existing erroneous record instead of duplicating it.
Missing products, stock, or promotions
Availability depends on the event, visibility, physical stock, allocation, and purchase limit. Bundles need every component; variants need their own SKU stock. Promotions require every condition, exclusions, gift stock, and repetition rules to match.
Check event and catalog
Check the POS event name, clear tag filters or show all sections, then confirm the item is registered with the correct SKU and listed for sale.
Check stock at every level
Review physical stock, event remaining stock, variant stock, and bundle components. Inspect recent sales, refunds, restocks, corrections, and uncanceled holds in stock/history records.
Recover a failed stock refresh
Use retry/reload when latest stock cannot load, and wait for current quantities before checkout. Record deliveries as restocks and count differences as adjustments.
Inspect promotion conditions
Check enabled state, inclusive versus strict thresholds, required items, and exclusions. For gifts, check shared stock and required selections. After changes, test carts below and at the threshold.
Scanning, printing, or picking stops
Check the feature and state first. Product scanning differs from payment scanning; queued printing does not mean a sale failed; a disconnected phone does not erase orders. Test recovery with one existing order or product before bulk operations.
Follow scanner errors
For unknown product, check the label belongs to it; for not in event, add it; for unavailable, check visibility and stock. Verify system HID connection or camera permission as appropriate.
Recover printing
Check power, paper, connection, default printer, and template. Review Pending prints and check whether paper already came out. Reconnect and retry/reprint the original order; do not create another sale.
Reconnect a picking phone
Keep the host foregrounded on the same LAN, restart collaboration as directed, and open the new URL. Use the host queue meanwhile. After reconnecting, confirm who handles the order to avoid duplicate handover.
Reconnect a picking phone Record useful problem details
If unresolved, record event name, order number, failing step, and error. Include collaboration technical details for network problems or stock logs for quantity problems.