Printed from https://zeropos.shop/help/troubleshooting
Troubleshooting: common problems and their fixes
The problems staff meet most, from a silent printer to a sale that can't be refunded, each with its fix and the guide that explains it.
Find the message you see, or what is going wrong, below. Each fix is short, and its link leads to the guide that explains it in full.
When to use it
When something doesn't work as you expect. To learn a job from the start, begin at Start here: how Zero POS is laid out.
Still stuck?
Reload the page, check the Wi-Fi, and check that you are in the right shop and workspace (Work in more than one workspace).
If a screen or a button is missing for you, the owner decides what each role can do (What each role can do).
The owner can let Zero POS support look inside the workspace, and every change support makes is listed (Support access: what Zero POS support did).
If you see this…
On screen
Nothing comes out of the receipt printer.
What to do
Check the printer is on, has paper and is on the shop's network. Then check this shop's mode in MANAGE › Settings › Printer and send a test print (Receipt printer setup: Epson, browser or cloud).
On screen
Printing is disabled for this location.
What to do
This shop has no printer mode yet. The owner picks one: Receipt printer setup: Epson, browser or cloud.
On screen
A new phone or computer asks you to sign in.
What to do
That happens once per device: sign in with your email and password, and the app keeps you signed in there. Forgotten it? Tap Forgot password? on the sign-in page (Sign in without typing a password).
On screen
Typing zeropos.shop opens the website, not the till.
What to do
That is right: zeropos.shop is the website, on every device. The app has its own address, app.zeropos.shop: bookmark that, or tap “Open Zero POS” at the top of the website (in the menu on a phone). The installed app opens on the till (Install Zero POS on an iPad, phone or computer).
On screen
Zero POS has a new address.
What to do
Your app icon is from the old address. It stops working on 16 November 2026: when you have a minute, install the new one from app.zeropos.shop and remove the old one (Install Zero POS on an iPad, phone or computer).
On screen
Zero POS has moved to app.zeropos.shop.
What to do
Since 16 November 2026 an icon installed from zeropos.shop no longer opens the till. Tap Open app.zeropos.shop to carry on there, then install the new icon (Install Zero POS on an iPad, phone or computer).
On screen
“Invalid email or password.”
What to do
Check both and try again, or reset the password (Sign in without typing a password).
On screen
Enter your workspace code to sign in with a username.
What to do
A username always needs your workspace's code too; your email only when it and your password open more than one workspace (Work in more than one workspace).
On screen
The day hasn't been opened yet. Open the day to continue.
What to do
Your shop asks for the day to be opened before the first sale. Open it with the cash in the drawer; the cart waits on the till (Opening float: open the day and count the cash).
On screen
All or part of this sale was paid with store credit or a gift card, so it can't be refunded or exchanged.
What to do
Nothing to fix: it is the shop's rule. A sale that took any store credit or gift card is final and can't be refunded, exchanged, cancelled or edited (Refund a sale).
On screen
No rows match these filters
What to do
Widen the dates, or tap Reset filters and check the region and shop chosen. A report showing an error instead of figures needs a permission your role doesn't have (What each report answers).
On screen
No ways of paying are set up for this region, so the till can't take money. The owner can add them under Settings → Payment methods.
What to do
The owner adds this region's payment methods (Add a payment method).
On screen
Network hiccup — your sale wasn't sent. Try again; your cart is still here.
What to do
Check the Wi-Fi. Before trying again, look for the sale in Invoices so it isn't taken twice (Make a sale).
On screen
Something went wrong and the sale may not have been saved. Look for it in Invoices before you try again; your cart is still here.
What to do
Open BACKOFFICE › Invoices: if the sale is there, start a new one; if not, tap Create Sale again.
On screen
You don't have permission to make this sale here. Ask the owner to check your role.
What to do
Your role can't sell at this shop. The owner checks your role and shops (What each role can do).
On screen
This customer has only … of store credit left, so the store-credit payment was taken off. Add it again for … or less, and take the rest another way.
What to do
The balance changed while the sale was open. Add the store credit again and take the rest another way (Take payment at the till).
On screen
A screen a colleague has is missing from your sidebar.
What to do
The sidebar shows only what your role may open, and a few rows need Expert accounting (Start here: how Zero POS is laid out).
On screen
A new feature isn't there yet, or the app looks out of date.
What to do
Close the app completely and open it again: it loads the newest Zero POS (Install Zero POS on an iPad, phone or computer).
On screen
A manager never gets the approval request.
What to do
Push only reaches a device with Zero POS installed and notifications on. Meanwhile the manager can approve with their PIN at the till (Below-minimum approvals).
On screen
Email queued to … (dev mode — no real email was sent).
What to do
No email provider is connected, so nothing left. The owner connects one (Connect your email and set up marketing emails).
On screen
No card with that code.
What to do
Check the code on the slip letter by letter and type it again (Gift cards).
Good to know
- Take a screenshot of a message before you ask for help: its exact words lead straight to the fix.