Help, and how to get it fast
Most questions are answered in the help centre, and most incidents are one of a dozen known symptoms with a known fix. Start there — and when you do need us, there are three things to send that turn a long thread into one reply.
The help centre
More than forty sections, searchable — including one-page quick starts per role you can print and hand to a new hire.
Open /help →Troubleshooting table
Symptom, likely cause, fix — for the twenty things that actually go wrong, from a printer that won't respond to a stuck sync queue.
Open the table →FAQ & glossary
The questions new teams ask in week one — void versus comp, where card tips go, what "run this table" means.
Open the FAQ →The five most common ones
The receipt won't print
Almost always one of three things: the printer host or port is wrong, the printer is off or off the network, or the setting was changed without restarting the app.
Check the printer host and port in Settings, power-cycle the printer, and restart the app — printer changes only take effect on the next launch. Note that web terminals can't print at all, and iOS printing isn't available in this release.
The sync badge is stuck on a red "Queue N"
Amber or a small queue is normal — it drains itself. Red means either no connection, or that items have been parked after ten failed attempts because the server rejected them.
Restore the connection and the queue drains automatically. If it stays red once you're definitely online, get a manager to look — parked items need review rather than waiting.
A browser till lost its cart after a refresh
Expected behaviour, not a fault. Browser terminals deliberately don't persist local data across a reload.
Use desktops and Android/iOS tablets as your real tills — they keep their database on disk — and treat the web POS as a convenience screen for a manager checking reports. More on where data lives →
The green "ready to run" banner never appears
Two causes. Either the terminal is a browser terminal, which has no live push, or the person watching is already on the Kitchen tab.
Use desktop, Android or iOS terminals for your runners. The kitchen display itself always shows READY regardless.
A gift card, house account or store credit tender failed
All three verify against the server, so they're online-only. The three causes are being offline, an empty balance, or a credit limit that would be breached.
Reconnect and check the balance in the back office. They also can't be used mid-split — clear the split first. More on tenders →
Send three things and we can usually answer in one reply
The difference between a same-day fix and four rounds of questions is nearly always these three.
- Your tenant id — the one you sign into the back office with
- Your app version — Back Office → Settings shows the version and server; the terminal shows it on the sign-in screen and in Settings → About
- What you expected, and what happened — including which device (desktop, Android, iOS, browser), because behaviour genuinely differs
Check the service first
If several terminals are affected at once, check whether the server is reachable before anything else.
See it on your own menu
Send us a CSV export from whatever you're running now and we'll load it into a demo tenant before we talk — so you're looking at your restaurant or your shop, not a sample one.
Tell us your setup
How many tills and screens, how many locations, and which products you want — table-service, retail, guest QR ordering, or a combination. QR ordering on its own is a setup too: no till at all.
Send your menu if you have it
A Lightspeed, Tebi or Pilot export is ideal. Anything as CSV is workable.
Ask us to break it
Worth asking us to pull the network mid-service so you can watch what the terminal does — and what the queue does when it comes back.
Get in touch
One address reaches the team. Include your tenant id if you're already running Aura.