Most register problems come from the card terminal losing its connection, the wrong register being selected, or one login being used on two registers - this page lists the fixes support uses for each.
Who this is for: Cashier, Store admin
Before anything else
- Confirm you selected your register: under Payment Terminal at the top of the right rail, click Select register. Card prompts go to the terminal attached to the selected register.
- Make sure nobody else is logged in with your username on another register or phone. Each register needs its own login - log out from your avatar menu (top right) > Log out when you switch.
- If buttons don't respond or prices show $0, do a hard refresh (Ctrl+F5 on Windows, Cmd+Shift+R on Mac).
The card was approved on the terminal but the sale didn't finish
Do not run the card again - this is how customers get charged twice.
- If you see "The terminal did not answer in time... do NOT run the card again", press OK, then press Credit again on the same sale. The register checks for the earlier approval and attaches it if the amount matches ("Prior authorization recovered - sale completed").
- If the sale was lost (browser closed, page reloaded), ring the items up again, then open Terminal Actions > Authorizations, find the charge that should be resolved, and press Resolve/Attach. No new charge is made.
- If you can't find the authorization, ring the items up, press Save for Later, and contact support with the time and amount so they can attach the payment.
Common errors
- "Another payment is pending" / wrong amount charged / items appearing in your cart that you didn't scan: the same login is open on two registers and they share one cart. Log out of one, and give each register its own login. Contact support if a wrong charge needs voiding.
- You keep getting logged out: someone signed in with your login on another device.
- No Check button: an Administrator must go to Settings > Store settings, open the Financial tab and tick Allow Check Payments (it was switched off when stores moved to the new register). Then use Other Payment Methods > Check.
- Terminal says "encryption keys downloading" or the first card of the day times out: this is a terminal update from the terminal maker (Dejavoo). Let it finish. If it repeats, power cycle the terminal (turn it off and back on). If you still can’t take card payments, call (888) 707-4916. Otherwise, use the support chat.
- Terminal frozen or stuck on "Please Remove Card": press Terminal Actions > Reset Terminal. If that doesn't work, unplug the terminal, wait until it powers off plus 30 seconds, and plug it back in.
- Terminal says it can't connect to the internet: check the terminal's Wi-Fi and your store network (modem, router, cables). Frequent connection drops cause approved-but-not-recorded sales. Support can check the terminal logs to confirm a connection problem, but the fix is usually with your internet provider, router or cabling.
- "Object reference not set" or a button stops working after being away: the session timed out after about 4 hours without activity. Click Sales > Register in the menu to reload.
- Customer sees two pending charges: declined attempts can show as pending and drop off. Check Terminal Actions > Authorizations - if two approvals exist, void the extra one or contact support.
- Can't put an item on layaway / layaway menu missing: layaway must be turned on (Allow Layaway on the Financial tab of Settings > Store settings) and the item must meet the Min Layaway Price.
- Gift card errors: see the messages table in Selling and Reloading Gift Cards on the Point of Sale.
- Tax still charged for a tax-exempt customer: the customer isn't flagged as a reseller in Sales > Customers.
When to call or contact support
Call (888) 707-4916 only for an emergency that stops you from completing sales, such as card payments not going through. For anything else, including a card charge you can’t match to a sale, use the support chat or open a ticket. Have the register, time, amount and last 4 digits of the card ready.
