POS troubleshooting

Quick answers to the problems that come up most. If your issue isn't here, use Admin → Feedback to report it with a screenshot.

Login & access

Problem	Cause	Fix
Activation screen instead of dashboard	Device not activated, or another device took over	Enter a fresh activation code from your owner/manager
"No active shift" when creating a visit	You haven't clocked in	Start your shift first
PIN locked (can't enter anything)	3 wrong attempts → 15-minute lockout	Wait 15 minutes, or ask a manager to reset in Admin → Staff
PIN rejected but I'm sure it's right	PIN was recently reset by a manager	Ask the manager for your new PIN
Page won't load at all	Network down	Check Wi-Fi/LAN; POS needs internet to function
Suddenly on re-auth screen	Another device was activated for this store	Only one POS device per store is active at a time; re-activate here if this is the correct device

Payments & visits

Problem	Cause	Fix
Can't close a visit — "balance outstanding"	Unpaid amount remains	Take payment first, or use Force Close (PIN + reason) if the customer left
"Duplicate request" message on payment	Network retry sent the same request twice	Don't retry — check the payment list; the first attempt usually landed
Voucher can't be applied at checkout	Voucher, package and coupon redemption has no control in the current POS checkout screen	Expected — the checkout picker offers Cash, EFTPOS and HICAPS only
HICAPS amount doesn't match terminal	Recorded amount differs from what the terminal approved	Payments cannot be edited or deleted: refund the incorrect HICAPS payment (the refund must also go back through HICAPS), then record the correct amount. Refunds are blocked once the Visit is closed
Refund button greyed out or missing	The payment already has a refund; it is a voucher/package/coupon redemption (use Reverse redemption); nothing is left to refund; or the Visit is closed. On the Sale cart it is also hidden while an asset allocation remains or a return is pending	Check the payment's history and the Visit status — role permission is not the cause
Terminal shows a HICAPS/EFTPOS code you don't recognise	Declined or errored claim	Open HICAPS Help in the sidebar to look the code up

Printing & receipts

Problem	Cause	Fix
Print button does nothing	Printer off, out of range, or not paired	Power on printer, ensure Bluetooth is on, re-pair if needed
Bluetooth pairing dialog doesn't appear	Browser doesn't support Web Bluetooth	Use Chrome or Edge (desktop/Android). iOS Safari does not support Web Bluetooth.
Receipt prints garbled	Wrong paper width or printer not ESC/POS compatible	Use 58mm paper; restart printer
"No provider number" when creating tax invoice	Therapist doesn't have a provider number for the selected insurer	Register in Admin → Providers
Email receipt not received by customer	Typo, full inbox, or spam filter	Check Admin → Email log; retry from there

Appointments

Problem	Cause	Fix
Conflict error when booking	Therapist or room already booked for that time	Change the time, therapist or room
Can't edit an appointment	It's already checked in (converted to Visit) or cancelled	Changes after check-in happen on the Visit
Online booking not showing on board	The board does not poll for new bookings	Reload the page or switch the date filter
Online booking rejected (conflict)	No therapist available for that slot	Ensure rosters are maintained — unrostered days show zero availability to customers

Cash drawer & settlement

Problem	Cause	Fix
Can't take cash payments — "no drawer open"	Nobody opened a drawer for the active Business Period	Open the drawer with a counted float
Settlement shows VARIANCE	Counted cash ≠ expected cash	Enter the real count; a manager approves the variance in Admin
Final Settlement is blocked — visits still open	Any Visit not closed or cancelled blocks it, even a fully paid one	Close or force-close them first, then run the preview again
Final Settlement used wrong figures	Human error	From Settlement detail, request a correction using Request reopen; a different admin must approve it

General

Problem	Cause	Fix
A button/menu is greyed out or missing	Role permission or feature not enabled	Managers: check Admin → Store features. See Feature availability.
System shows "SYSTEM_AUTO" did something	An automated task ran (for example auto-close shift or stock deduction)	This is normal — the system labels its own actions clearly. Final Settlement is never completed automatically.
Language is wrong	Device language setting	Use the language switcher (globe icon, top bar)
Data looks stale	Browser cache or slow refresh	Hard-refresh (Ctrl+Shift+R / Cmd+Shift+R) or close and reopen the browser tab

note

The golden rule of troubleshooting on POS: before retrying any action that involves money (payment, refund, voucher sale), check the list first. Duplicate-submission protection means your first attempt likely succeeded even if the screen didn't update.