Knowledge Base
Short answers to specific questions and fixes for common problems.
Signing in
My PIN isn't acceptedWhat "Invalid PIN" means on the POS sign-in screen and how a manager resets a forgotten PIN.I can't sign in to the back officeReset a forgotten back office password from the sign-in page with your email address.The POS logged me out by itselfWhy a terminal signs you out after you stop touching it, and where a manager changes the timeouts.
Orders & checks
Find yesterday's order (or any closed order)Use Closed Orders, its calendar and the search box to find a paid or voided order from today or an earlier day.Reopen a closed checkReopen a paid check from Closed Orders to change its payment, then close it again.Record a Paid In or Paid OutRecord cash put into or taken out of the drawer outside a sale, such as a grocery run or a deposit.
Menu
An item or department is missing on the POSThe usual reasons an item or a whole department doesn't show on the order screen, and how to fix each one.86 an item quickly (and bring it back)Mark an item out of stock from the order screen, set a stock count, or turn 86 off again.Change a price for one guest, or for goodThe difference between Change Price on a ticket (this order only) and the permanent price editor.The tax on a check looks wrongHow the POS decides an item's tax, how Non Taxable and Tax Exempt work, and what to check when tax is missing or extra.
Payments & cards
A card was declinedWhat a decline message means, how it differs from a card reader problem, and what to do next.The card reader isn't respondingWhat to check when the card reader doesn't wake up, doesn't answer the POS, or a new reader won't take cards.Card payments while the internet is downHow Store and Forward lets you keep taking cards offline, the risk that comes with it, and what happens when the internet is back.Refund a card payment or an orderRefund items from a paid order back to the card, cash or gift card it was paid with, or give a refund that isn't tied to an order.Add or change a tip after the card was paidKey a card tip from your employee menu or Closed Orders, fix a wrong tip, and what the High Tip Warning means.Reprint, text or email a receiptGet another copy of a receipt for a paid order, on paper, by text message or by email.Why does a text receipt ask the guest to reply YES?Texted receipts are only sent after the guest confirms by replying YES, and the number isn't kept afterwards.Check a gift card balance or pay with a gift cardLook up what's left on a gift card, sell or load one, and take it as payment.
Printers & kitchen
An order didn't print in the kitchenWhat the "Printer is down" message means, where the order went instead, and what to check on the printer.A kitchen screen isn't getting ordersChecks for a kitchen display (KDS) that shows nothing, shows NOT ACTIVATED, or lost its connection.The receipt printer isn't printingWhat to check when a terminal's receipt or check printer stops printing, and why a receipt may not print on its own.
Staff & time clock
An override is required to perform this functionWhy the POS asks for a manager's PIN, how the override works, and how a manager gives a job the permission instead.Forgot to clock out, or clocked in under the wrong jobHow a manager fixes a time entry (times, job, or a missing shift), and what the pink auto clock-out rows mean.I can't clock outWhy Clock Out is grayed out on the employee menu and what to finish first.
Updates & devices
The POS is offline or "can not communicate with the othersWhat the pink terminal name and the red sign-in warning mean, what keeps working without the internet, and what to do.Updating RealPOS" shows when I try to sign inA newer version is installing; sign-in opens once it's in. What to do if Android asks, or the update fails.Set up a new POS terminal (activation code)A new or replaced terminal shows "Activate this terminal" until you type the activation code from your RealPOS dealer.Set up a kitchen screen (KDS)Pair a kitchen display tablet from a POS terminal with Send to KDS Screen. No activation code needed.