Troubleshooting

Quick fixes for the most common POS problems. If an issue persists after trying these steps, contact your administrator or Pratham support.

Printer

Receipt is not printing

What you see	What to try
Nothing happens when printing	Check the printer is powered on and connected (USB or network)
"Printer not found" error	Restart the POS app; check the network connection for network printers
Paper jam	Open the printer cover, remove the jammed paper, reload correctly, close the cover
Blank or very faint receipt	Thermal paper is loaded the wrong way - the shiny/coated side must face the print head
Receipt cuts off halfway	Paper ran out mid-print - reload paper and reprint from Order History

How do I reprint a receipt?

1. Tap Orders in the navigation.
2. Find and open the order.
3. Tap Reprint Receipt.
4. Select Customer or Merchant copy.

Cash drawer is not opening

• The drawer opens automatically when a cash payment completes.
• Check the drawer cable is firmly connected to the receipt printer.
• The cash drawer feature requires the Windows desktop app - it does not work on Android or iOS.
• Check that the Open Cash Drawer toggle is on for Cash in Settings → Payment Methods.

Payment terminal

Terminal is not responding or shows an error

1. Check the terminal is powered on and connected to the network.
2. Tap Settings → Payment Gateway and tap Test Connection.
3. If the connection fails, restart the terminal and try again.
4. If it still fails, contact your payment gateway provider.

A transaction was declined. What do I tell the customer?

• Ask the customer to try a different card or payment method.
• Check the terminal screen for an error code.
• Common causes: insufficient funds, card blocked, network timeout.

I am worried a customer was charged twice. What do I do?

1. Do not process another payment.
2. Check Order History for the order status.
3. Check the terminal's own transaction history.
4. Contact your payment gateway provider before taking any action.

Terminal shows "Unpaired" or "Not Configured"

1. Tap Settings → Pair Gateway.
2. Follow the pairing steps for your terminal type (Linkly, Tyro, SmartConnect, etc.).
3. Contact your IT administrator if pairing fails.

Login

I forgot my password

Contact your manager. Passwords are reset in the Admin Portal - they cannot be reset from inside the POS.

My account is locked

Multiple failed login attempts can lock an account. Ask your manager to unlock it in the Admin Portal.

The POS screen is locked and I cannot get in

The auto-lock timer activated. Enter your PIN or password to unlock.

Orders

An order was sent to the wrong kitchen printer

• Check printer tag assignments in Settings → Printers → KOT Printers.
• Each item needs a tag that matches a KOT printer. Ask your manager to update the routing.

I cannot void an order

• Voiding may require a manager PIN - ask your manager.
• If the order is already paid, use Refund instead of Void.
• Orders in Finished status cannot be voided - process a refund instead.

An online order is not appearing in the Orders screen

1. Check your internet connection.
2. Tap Orders and pull to refresh or tap the refresh button.
3. Check that the POS has notification permissions on the device.
4. If orders are expected but missing, contact your online ordering platform provider.

Performance

The POS is running slowly

1. Close unused apps running in the background.
2. Restart the POS app.
3. Restart the device.
4. Contact IT if slowness continues - the device may need maintenance.

The screen froze and is not responding

1. Wait 30 seconds - the POS may be processing a request.
2. Restart the POS app.
3. Log back in - your open orders are saved and will be restored.

Network

The POS shows "No internet connection"

1. Check your Wi-Fi or ethernet connection on the device.
2. Check the router or network switch is running.
3. Test internet access on another device on the same network.

Real-time updates are not working (displays or online orders)

The POS uses a live connection for real-time notifications and display updates. If this drops:

1. A banner or icon may appear indicating the connection is lost.
2. Tap Refresh in the navigation to reconnect.
3. If the issue continues, check network stability - the device may be dropping from Wi-Fi.

A kitchen display, customer display, or order status display is not connecting

See Display Connection Troubleshooting for a full guide covering all display types and platforms.

System logs

System logs record all POS activity and are useful for diagnosing unusual problems.

1. Tap Help in the navigation.
2. Tap View System Logs.
3. Filter by level (Error, Warning, Info), category, or date range.
4. Search for a specific event.
5. Tap Export to save logs as JSON or CSV to share with support.

INFO

Logs are stored for up to 30 days on the device.

Contact support

Before contacting support, have these ready:

• POS version number - visible in Help or POS Settings
• Terminal name - visible in Settings → Device Settings
• Description of the problem - what you were doing when it happened
• Error message text - take a screenshot if possible
• Exported system logs - from the Logs screen if the issue is technical

Email	info@prathampos.com
Phone	+61 457 454 857 / 1300 941 886
Address	Office 3420, Ground Floor, 470 St Kilda Road, Melbourne VIC 3004