iK POS troubleshooting
Fix common iK POS internet, sign-in, printer, card-machine and payment-status problems.
Start with the problem you can see. Check the iK POS internet connection first, then work through the Poster app, printer, card machine or payment result.
Poster is stuck on a grey loading screen
A grey loading screen can mean that the iK POS device has no internet connection or that the connection is too slow.
Check the internet connection on the iK POS device.
Connect the device to a fast, stable Wi-Fi network.
Once the connection is stable, open Poster and sign in again.
Check the connection status in Poster
From the order screen, check the status dot in the top-right corner of Poster:
Green: the device has a stable connection and data is syncing.
Grey or red: there is a connection problem or Poster is offline.
Select the status dot to see more information about the current connection or synchronisation status.
You can't sign in
Check that you are using the register username and password shown in the management console under Access > Tablets. See Open and sign in to iK POS for the sign-in steps.
If you have forgotten a password, need the Admin password or need an employee PIN, see Manage iK POS passwords and access.
The built-in printer is not printing
Check that Bluetooth is switched on and that Inner Printer appears on the device. In Poster, go to Functions > Devices, select Inner Printer and check that the print options you need are enabled.
Select Print a test receipt. If the printer still does not print, check the setup steps in Set up iK POS.
The card machine is not working alongside iK POS
Check that the iK Flyer or iK Flyer Lite is switched on and connected.
Check that the POS device and card machine both have working internet connections.
Confirm the final order total in iK POS before starting the card payment.
Start the card payment on the card machine and follow the prompts shown.
If the card machine itself has a connection or linking problem, see Card machine troubleshooting.
The payment does not complete
Check the result on the card machine before doing anything else.
If the payment was successful, do not charge the customer again.
If the payment failed or was declined, follow the message shown and retry only after the problem is resolved.
If you can't confirm the result, keep the order and transaction details and get help before retrying the payment.
What to give Support
Have the error message, order number, time of the attempt and card-machine result ready. Explain which checks you have already tried. Never include passwords, PINs or access codes.
