# POS Troubleshooting Running into a problem? Don't panic. Here are solutions to the most common issues you might encounter at the point of sale. *** ## Payment Failed / Card Declined **What happened:** The customer's card payment didn't go through. **What to do:** 1. Stay calm and be discreet — don't announce it loudly. 2. Ask the customer if they'd like to try the same card again (sometimes it's just a bad read). 3. If it fails again, ask if they have another card or would like to pay with cash. 4. You do NOT need to start the sale over — just select a different payment method. **Possible causes:** * Insufficient funds on the customer's card. * Card reader didn't read properly (try again). * Chip malfunction (try swiping instead, if allowed). * Network issue (check your internet connection). > **Tip:** If ALL cards are being declined (not just one customer's), it's likely a network or terminal issue. Contact your manager or IT support. *** ## Receipt Not Printing **What happened:** The sale completed but nothing came out of the printer. **What to do:** 1. Check that the printer is **turned on** and **connected** (USB or network). 2. Check for **paper** — is the roll empty or jammed? 3. Look for a blinking light on the printer that might indicate an error. 4. Try printing the receipt again — look for a **Reprint Receipt** or **Print Last Receipt** option in the POS menu. 5. If the printer still won't work, offer the customer an **email receipt** if that option is available. **To fix a paper jam:** 1. Open the printer cover. 2. Gently remove the jammed paper. 3. Reload the paper roll (check that the paper feeds from the correct side). 4. Close the cover and try again. > **Note:** The sale is still recorded even if the receipt doesn't print. You can always reprint later. *** ## Discount Not Applying **What happened:** You tried to apply a discount but it didn't work. **What to do:** 1. Check that you're applying the discount to the right item (or the right sale level). 2. Make sure the discount is still **active** — some promotions have start and end dates. 3. Check if the item is **eligible** — some discounts only apply to certain products or categories. 4. You may not have **permission** to apply that discount. Look for a PIN prompt — a manager may need to authorize it. 5. If a PIN pad appears, ask your supervisor to enter their PIN. > **Tip:** If a customer insists on a discount you can't apply, politely ask a manager to assist. Never promise a discount you can't confirm in the system. *** ## Item Not Found **What happened:** You searched for a product but nothing came up. **What to do:** 1. **Check your spelling** — even a small typo can affect results. 2. Try searching by **SKU** or **barcode number** instead of the product name. 3. Try a **shorter search term** — instead of "Blue Cotton T-Shirt Large," try "cotton t-shirt" or just the SKU. 4. The product might not be in your store's catalog. Ask your manager if the item should be available. 5. If you're scanning a barcode and it's not recognized, try typing the barcode number manually. **If the barcode scanner isn't working:** * Check that it's plugged in and the light is on. * Try scanning a known barcode (like a receipt or test sheet). * Clean the scanner lens with a soft cloth. *** ## Customer Not Found in the System **What happened:** You searched for a customer but they don't appear. **What to do:** 1. Try different search terms — search by **name**, **email**, **phone number**, or **account number**. 2. Check for spelling variations (e.g., "Jon" vs. "John," "MacDonald" vs. "McDonald"). 3. If the customer is genuinely not in the system, they may need to be added by an administrator. 4. For walk-in sales that don't require a customer, proceed without selecting one (if your store allows it). *** ## Screen Frozen / System Not Responding **What happened:** The POS screen isn't responding to clicks or input. **What to do:** 1. **Wait a moment** — the system might be processing something. Give it 10-15 seconds. 2. Try **refreshing the page** — press `F5` or `Ctrl + R` (or `Cmd + R` on Mac). 3. If that doesn't work, **close the browser tab** and open a new one. Navigate back to the POS. 4. If the whole browser is frozen, **force-close it** (press `Ctrl + Shift + Esc` to open Task Manager on Windows, then close the browser). 5. If the computer itself is frozen, ask your manager for help. > **Important:** Don't worry about losing a sale if the system freezes. Completed sales are saved immediately. In-progress sales may need to be re-entered. *** ## Wrong Price Showing **What happened:** An item shows a different price than expected. **What to do:** 1. Check with your manager — the price in the system may have been updated recently. 2. If the customer has a printed ad or price tag showing a different price, your manager can decide whether to honor it. 3. A manager may need to apply a manual price override or discount. This usually requires a PIN. 4. Do not manually change prices unless you have authorization to do so. *** ## Can't Void or Return a Transaction **What happened:** You need to void or process a return but the option is grayed out or unavailable. **What to do:** 1. You may not have **permission** to void transactions. Ask a supervisor. 2. The transaction may be too old — some stores have a time limit on voids (e.g., same-day only). 3. For older transactions, a **return** may be more appropriate than a void. 4. A supervisor PIN may be required — look for the PIN prompt. *** ## When to Call for Help If you've tried the steps above and the problem persists, it's time to call for help: * **Manager on duty** — For authorization issues, pricing disputes, or policy questions. * **IT support** — For hardware issues (printer, scanner, terminal), network problems, or system errors. * **See** [**Getting Help**](/end-user-guide/faq/getting-help.md) for contact information and what details to provide when reporting an issue. > **Remember:** It's always okay to ask for help. It's better to ask than to guess and make the situation worse. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. 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