Till troubleshooting — common device issues

Most "it's not working on the till" problems are really "this device's mode or your account doesn't have that switched on". Almost everything a terminal shows is controlled by the device's mode (Modes) and by which features are enabled for your account. Work down the matching section below.

A useful first move: a change you make in the portal (to a mode, a floor plan, a menu) reaches the terminals within a few seconds. You don't reinstall or restart anything. So after you change a setting, give it a moment and check the device again.

"Couldn't check the hotel just now"

You'll only see this if your venue puts bills on hotel rooms. It means the till couldn't reach the hotel system to check what's already on this bill's room — usually because the connection dropped for a moment.

You can still take payment as normal. Card, cash and printing the bill all work. The till prices the bill from what it already knows, including anything this till has just put on a room.

What to do:

1. If the guest may have put part of this bill on their room on another till, check with reception before taking the card — so they aren't charged twice.
2. Otherwise, take payment as normal.

Until the hotel is back, you can't split the bill, part-pay it, or put more of it on a room. Those come back on their own once the till can check again.

"Split order" isn't showing

The Split the bill capability must be on for the mode this device runs. Open Store settings → Modes, edit the device's mode, and switch on Split the bill. The device picks it up in seconds. See Splitting a bill.

"Part pay" isn't showing

Two reasons, and the second is usually the one:

1. The Part payment capability must be on for the device's mode (Store settings → Modes), same as Split.
2. The tab only has one line on it. Part pay takes some of a bill and leaves the rest, so the tab needs at least two lines — one to take now, and one left on the tab. A tab with a single line has nothing to leave behind, so the button is hidden rather than shown as a dead end. (Lines already paid off by an earlier part payment still count, so the button stays available right through to the last one.)

Watch out for the second one: four of the same drink rung four times is one line ("4 × Lager"), not four, and a part payment can only move a whole line. So that tab can't be part-paid either — take it as a normal payment. See Part payment.

A drink rang at the wrong size

Sizes come from the size buttons under the categories, not from the options sheet, and the buttons return to the venue's normal size after each drink. If a line reads the wrong size, void it and ring it again with the size button pressed first. Setting sizes up is covered in Drink sizes.

"Pay with Cash" is missing

The Cash payments capability must be on for the device's mode. Turn it on under Store settings → Modes on that mode.

"Add loyalty" (or another button) is switched on but I can't see it

On a bill that already has a customer on it this button reads Customer, not Add loyalty. If that is what you are looking for, it has not gone missing — it has been renamed for the job it now does.

Fixed in September 2026 — update the app if you still see this.

On the pay panel, the smaller white buttons used to run straight down the screen in one tall stack. On a shorter tablet the last ones fell below the bottom edge, and there was no way to reach them. Add loyalty was usually the one that vanished, which meant loyalty could not be added to a bill at all.

Moving those buttons into a grid helped, but it did not settle it: how tall the panel needs to be depends on which capabilities your mode has on and what your role can do, so on a 10" tablet a button could still fall off the bottom.

The panel now scrolls. Whatever your mode switches on, everything in it is reachable — swipe up inside the panel if the last row sits below the edge. The Close tab / Add items button at the foot of the panel moved up slightly as part of this, so it now follows the other buttons instead of sitting flush against the bottom.

If a button is still missing after updating, it is the mode capability that is off, not the layout: see the sections above and Taking payment on the till.

I can't add items to a tab

A few things have to line up:

• Tabs must be on. Open tabs are switched on under Table Management → Tabs. With tabs off, the terminal only does tap-a-table-and-pay, with no running bill. See Open tabs.
• The mode needs the menu. The device's mode needs the Menu (and, for table service, Order Centre / Floor plan) capabilities so the order screen is available.
• The item needs to be on a live menu. An item that isn't on a menu can't be rung up — add it to a menu under Items.

The floor plan / tables aren't on the terminal

Table service has the most moving parts:

1. Till and Table service must both be enabled for your account. If they're not, you won't see Floor plans / Sections in the sidebar at all — ask your account manager.
2. The device's mode needs the Floor plan capability (and Dine in to seat tables). Set this under Store settings → Modes.
3. The floor plan must be assigned to the right location and have tables placed on it. A device shows the floor plan for its location. See Floor plans.

If all three are right and it's still blank, the device may just be on a different location or mode than you think — check what mode it's running under Store settings → Devices.

The idle campaign screen isn't appearing

The on-screen campaign (PAC) that shows while a terminal waits to take payment needs:

• the master switch on (under Customers → Promotions → Terminal Campaigns),
• a default screen set, or a campaign scheduled for right now.

If a campaign's days/times don't cover the current moment and there's no default screen, the terminal shows nothing special. See PAC Campaigns and its "Testing your campaigns" section.

The payment screen is frozen / the device is unresponsive

This is rare and almost never needs a reinstall. Try, in order:

1. Wait a few seconds — a slow network can hold a screen briefly.
2. Check the terminal's internet connection.
3. If a single sale looks wedged, it's usually one stuck transaction, not the whole device — closing and reopening the order normally clears it.

You don't need to reconfigure anything in the portal to recover; portal changes propagate to a healthy device in seconds.

"Can't take payment yet — this table's last order is still sending"

You will no longer see this message. The till never holds a payment back, on any tender.

It used to appear when the last round on a table hadn't finished sending. The till now sends that unsent round together with the payment, in one go, so the bill on screen is always the bill that gets charged — whether you take cash, record a payment from a separate card machine, or charge a card on the terminal. There is nothing to wait for and nothing to tap twice.

If you still see this message, the till is running an older version. Update it from Settings → App update on the device.

The advice underneath it has not changed: never void the table and ring the order again. That is how a round ends up on the bill twice. A round you have rung is safe on the device even with no internet, and it sends itself once the connection is back.

A tab says "Syncing — not sent to the server yet"

This is a status line, not a problem. It means the tab was opened on this device while the connection was down, so it exists here but hasn't reached us yet.

Carry on as normal. You can add rounds, send to the kitchen and take payment on a tab showing this line — nothing is held back and nothing is at risk. The line clears itself the moment the tab reaches us, usually within seconds of the connection coming back.

You will most often see it alongside the amber "Syncing offline changes…" strip at the top of the screen, which means the same thing for the device as a whole.

If the line is still there long after the connection is back, the queue is stuck rather than busy — send the device ID to support (see What to send support below).

A table was closed while the till was offline

If a till lost its connection and staff closed a table as "Paid on device", that sale goes to a separate review list, not the normal sales log. Check it under Store settings → Offline card closes. See Offline card closes.

A table says "Not sent yet"

A table opened on a till with no connection is only on that till until the connection comes back. Nothing is lost and the table works normally — you can keep ringing rounds on it, and they are safe on the device. But another till in the venue will not show that table yet, so don't go looking for it there.

The Order Centre says so on the card:

• Not sent yet — normal. It clears itself the moment the connection is back. Carry on.
• Not sent — tap here — the till has had a working connection for a while and this table still hasn't got out. Tap the label. It tells you what is waiting to go with the table and gives you a Send it again now button.

If it still won't go after that, the connection is the problem, not the table. Check the till's internet, then contact support with the table and the time.

Never void the table and ring it again on another till. The first one is not lost — it is queued behind the connection, and it will land. Ringing it twice is how a round ends up on the bill twice.

What the outlines on Order Centre cards mean

Every open tab has its own card in the Order Centre. Two outlines tell you something at a glance:

• Amber outline and a "Bill requested" label — the guest has asked for the bill. Take it over.
• Dotted outline, "No items yet" — the tab is open but empty. It stays on the screen so you can use it or void it; nothing is wrong with it.

A long name or table label no longer squashes into a narrow column — if it doesn't fit beside the order type, it moves onto its own line.

Your own card design

If you've designed your cards in the portal (Till Order Cards), the till draws your layout: your sections, colours and details. What doesn't change is how a card tells you something needs you:

• a bill request still shows the amber outline and the Bill requested label;
• an empty tab still has the dotted outline;
• the Not sent yet and Table change not sent labels still sit at the top.

A detail with nothing to show is left off the card rather than shown blank. For example, "Opened by" disappears on a web order nobody opened at the till.

The items list shows as many lines as your design allows, and each option or note shown on its own line counts as a line. That keeps a busy tab's card the same size as its neighbours. If an item's options don't all fit, its last line ends in …. Items that don't fit at all are counted in + 2 more (or however many there are). Open the tab to see everything. Colours that depend on time (such as a card turning amber after an hour) change on their own, within a minute. If the till can't read a design (for example, one saved by a newer version of the portal), it shows the standard card instead. You can still open and pay every tab.

The till keeps your design when it loses its connection, even after a restart.

How the cards line up

Your design also says how the Order Centre lines its cards up. You choose this in Till Order Cards, under Cards on the till:

• Tidy rows (the standard choice). Cards sit in rows. Every card in a row is as tall as the tallest one, and the bottom of each card (the total, the Bill requested label) lines up across the row. A card is never cut off to fit its row.
• Packed columns. Each card is only as tall as it needs to be, and the next card moves up underneath it. The most cards fit on the screen, but the rows don't line up.
• All one size. Every card is the same size, so the grid never shifts as tabs fill up. To keep them equal, the items list shows at most 12 lines, allergens show the first three and then +2 (or however many are left), and a detail on one line is shortened with … rather than wrapping. A card that is showing Not sent yet or Table change not sent is a little taller until that clears. That is on purpose.

If you change how the cards line up, the Order Centre goes back to the top of the list the next time the till refreshes. The List view (the other icon next to the filters) is not affected.

How tabs are named on the cards

Every card names its tab the same way, so staff read one word for one kind of order:

• A table shows its name — Table 7, SKBar 2. A table set up as a plain number reads "Table 7", not just "7".
• A bar tab with no name (a walk-up opened at the bar) reads Bar tab.
• A named bar tab reads Tom’s tab. If the name already says "tab" ("Pool tab"), it is shown as written.
• A named bar tab sent to a table reads Tom’s tab · Table 5.
• A takeaway still shows its pickup time, as before.

"Walk-up · Mario" no longer appears as a card's name. This only changes what the card says: the tab itself is untouched, and each staff member still gets back to their own walk-up tab exactly as before. The search box finds a tab by the name on the card ("Bar tab", "Tom") as well as by what was typed when it opened.

A table says "Table change not sent"

You moved a tab to another table (or changed its cover count) while the till had no connection. The move worked — it is saved on this till and the tab is on the new table here. It is sent the moment the connection is back, and the label clears itself.

What the label is telling you is where it has not got to yet: the other tills in the venue still show that party at their old table. So while the label is up:

• serve from this till's screen, not another one,
• don't send a colleague to look the party up elsewhere — they'll see the old table,
• and don't move the same party again on a second till. Two tills moving one tab to two different tables is exactly the mess the label exists to prevent.

This is a different label from Not sent yet in the section above. That one means the whole table hasn't reached the other tills. This one means the table is fine and only the change — where it's sitting, or how many are on it — is still waiting.

"Table move didn't stick — table 12 was already taken by another till"

Occasionally a move is refused. That means another till seated someone else on the table you were moving to — a second or two before you did, or while you were offline — and the venue can't have two parties on one table. The till usually stops you before that happens, by showing the table as in use when you pick it; this message is for the case where the other till got there first and yours hadn't heard yet.

Nothing is lost and nothing is charged. Your tab goes straight back to the table it was on, and the message names the table that was taken. Pick a different table — re-trying the same one will always be refused, because somebody is sitting there.

Still stuck? What to send support

If none of the above fixes it, contact support with:

• which device (and its mode),
• what you expected to see and what's showing instead,
• the time it happened and, for a specific sale, the order number. Order numbers never reset, so the number on the receipt, the tab or the Records row points at exactly one sale.

That's enough for support to trace it quickly.

What's next

• Modes — the capabilities behind most of these.
• Using the till — a staff walkthrough.
• Set up table service from scratch.