Troubleshooting
Common checks before contacting support, plus the quickest route to a verified support request if you still need help.
Quick checks first
- Make sure the device is on the correct Wi-Fi network.
- Check the app is on the correct tenant before trading.
- Confirm the printer is powered on, loaded with paper and connected to the network.
- Retry printing after reconnecting local network access.
Printer not printing
Confirm tablet and printer are on the same network. Check printer power, paper, IP address and whether the correct printer route is enabled.
Wrong tenant/device
If the app opens the wrong business, stop and contact support. Do not trade under the wrong tenant.
Other common issues
Terminal not bound / app blocked
If the terminal has been deactivated or is no longer bound, the app will ask for a new onboarding key.
Cash drawer
Cash drawer only kicks for cash payments when the terminal is configured for drawer support.
APK install/update issues
Use the current Android app package from the download page. If an update does not install cleanly, contact support before uninstalling a live terminal.
Voucher / receipt / ticket print issues
Check whether the issue affects all print types or only one type, and include screenshots when raising support.