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FAQ

Terminal Setup​

Why is my terminal not available for synchronization?​

The terminal must be saved and marked as Active before online synchronization is available.

  1. Go to POS > Maintain POS Terminal....
  2. Open the terminal.
  3. Confirm that Active is selected.
  4. Save the terminal, then click Sync Terminal again.

Also confirm that the terminal has a valid Location and Settings profile. See Maintain POS Terminal for the complete setup procedure.

Why can't I bind an API user to a terminal?​

Use Bind API User only after the terminal has been saved. The system creates or reuses a dedicated API user using the terminal code, for example COUNTER01_API.

Check the following if binding fails:

  • The application API host is configured.
  • Your user account has permission to maintain system users.
  • The terminal code is valid and unique.
  • The system ADMIN account is not selected as the terminal API user.

Why are the wrong items or prices shown on the terminal?​

Check the terminal's assigned Location and Settings profile. Then save any changes and run Sync Terminal again.

The settings profile controls default price tags and item mappings. The location controls the stock or outlet data supplied to the terminal.

Payment Methods and POS Settings​

Why does a payment post to the wrong account?​

Review the payment method's GL Code. POS payments are posted to the SQL Account payment method or GL account selected in this field.

How do I require a reference number for card or e-wallet payments?​

Open the payment method and select Must Fill Ref. No. The cashier must then enter a reference number before completing payment.

Why can't a cashier use split payment?​

In Maintain POS Settings, select Accept Multiple Payment in the Payment section. Save the settings profile and synchronize the terminal.

Why is an unknown scanned item ignored?​

Check the Item Not Exist setting in the assigned POS settings profile. To post the item as a custom item, select the option that uses the Default Custom Item Code, and ensure that code has been configured.

Metadata Export and Synchronization​

Why can't I start a metadata export?​

Export is unavailable while the terminal is in insert or edit mode. Save or cancel the changes first, then retry. The terminal must also be active.

What is the difference between Sync and Download?​

ActionUse
SyncCreates the metadata package and uploads it directly to the POS metadata service.
DownloadCreates a ZIP package that you can transfer to the terminal manually.

What should I do when a PIN is displayed after synchronization?​

Record the PIN immediately and use it when pairing or setting up the terminal. The PIN is also copied to the clipboard by the application.

warning

The PIN cannot be retrieved again. If it is lost, revoke the current terminal binding and synchronize again to create a new PIN.

Why is a terminal missing from the multi-terminal export list?​

Only terminals that already have a UUID binding appear in the multi-terminal export list. Synchronize the terminal once individually first, then reopen Export Data.

Why does metadata synchronization fail with a token or upload error?​

Confirm that the API and POS metadata service configuration is correct and that the workstation has internet connectivity. Then retry the synchronization.

When should I use Unbind?​

Use Unbind only when the terminal must be connected as a new device. It clears the terminal UUID binding and removes its related local temporary export folder.

Do not use Unbind for a normal metadata refresh. For routine updates, use Sync instead.

Printing and Counter Closing​

Why is no receipt printed after a sale?​

Check the following in the terminal's POS settings profile:

  • Auto Print Receipt is selected.
  • A compatible receipt printer is configured and available.
  • The terminal has been synchronized after changing the settings.

Why is the receipt paper not cut automatically?​

Select Cut Receipt Paper in the POS settings profile, then test the printer. Paper cutting depends on whether the receipt printer supports the cut-paper command.

Why can't a user close the counter?​

If Close Counter with Password is enabled in the POS settings profile, the user must enter the required password to close the counter. Confirm the outlet's counter-close access procedure and password before retrying.