POS problems and solutions: Troubleshooting your POS system

In the dynamic landscape of modern business, a seamless Point of Sale (POS) system is an essential component for success. As business owners, you understand the significance of an efficient POS system in driving sales, managing inventory, and enhancing customer experiences. However, like any technology, point of sale problems arise along the way.

In this blog, we'll dive into the common POS problems that arise and offer practical solutions to help you overcome these challenges and ensure the smooth operation of your business.

Quick summary

If your POS system starts slowing you down, a lot of issues can be solved with a few simple checks before calling support. Here’s a handy POS system troubleshooting cheat sheet to keep you trading with minimal disruption:

• Downtime or crashes: Switch to a backup device, then check hardware, run updates and upgrades, WiFi and maintenance issues

• Connectivity problems: Enable offline mode, try ethernet, and keep mobile hotspots as a backup

• Payment errors: Restart terminals, check updates, confirm integration, then contact your provider

• Integrations: Resync apps and follow troubleshooting guides

• Printing problems: Check till rolls, clear jams, confirm IP addresses

• Inventory mismatches: Check WiFi and run a manual cloud sync

1. Technical issues and downtime in POS systems ⚙️🛠️

Problem: It's a bustling Saturday afternoon, and your store is filled with eager customers ready to make purchases. Suddenly, your point of sale (POS) system decides to throw a tantrum. Transaction errors, frozen screens, and an operating system crash leave your customers frustrated and your staff frazzled. This nightmare scenario is all too familiar for many business owners, highlighting the critical nature of addressing technical glitches and downtime at the POS terminal.

Solution: When it comes to dealing with these gremlins in your system, you need a robust solution that keeps your business afloat. This is where Epos Now comes into play. With our POS systems, you gain access to a lifeline that minimises technical glitches and ensures smoother operations.

Opting for Epos Now's cloud-based solutions not only provides you with automatic updates that keep your system at its best and prevent repeat issues, but also includes external data storage that protects your business against data loss in the event your hard-working hardware is damaged. Regular maintenance and software updates are like regular check-ups for your business's health – they prevent unexpected hiccups, improve system performance, and keep everything running smoothly.

But what about those unpredictable moments when your device decides to take a vacation? Device not starting? Stuck for hours doing updates? Fear not! Epos Now's contingency plans have got you covered. With the ability to seamlessly switch to another device until your main system is back up and running, you ensure that even during system failure or downtime, your customers' needs are met.

Don't let technical glitches and downtime throw a wrench in your operations. Embrace Epos Now's POS solutions and bid farewell to these pesky interruptions, allowing your business to thrive without unnecessary stress.

2. Slow performance/system freezing 🧊

Problem: A second problem that may feel similar to the first at times, is performance issues. Whether you're quiet or busy, if your POS is slow to process your transactions, you'll experience unnecessary queues and frustrated customers and staff, who all have to wait for the POS to load each product into the basket and drag itself through the checkout process.

Slow POS performance (or performance so slow it feels like a frozen screen) makes your business look unprofessional and can make it nearly impossible to trade. So how can you fix it?

Solution: There are several quick and easy ways you can lighten the load on your POS system before calling in for help from your POS provider or, heaven forbid, purchasing a newer device.

The first change you can make is boosting your WiFi connection. Cloud-based POS systems bring lots of advantages to your business, allowing you to operate in real time and check and adjust trading from anywhere in the world. However, it does require strong internet connection. If your connection is slow, it can lead to time wasted loading information which can hold up your checkout. To address this, check your WiFi speeds and try hardwiring your device into your router with an ethernet cable, or place a booster on site to increase the internet strength your terminal receives.

Secondly, lower the amount of data your system needs to load by archiving products, removing unused hotkeys and staff users that have left. For retailers in particular, your staff likely uses barcodes to process sales, meaning hotkeys aren't necessary. However, if your products all have hotkeys, that means your system has to load them during sales. Removing some of the hotkeys and relying on barcodes instead lets your system skip that step, which is likely to improve your loading speeds!

If you've completed both of these steps, your system has run all recent updates, and you continue to experience slow or freezing screens on your POS, that's when you'll need to contact your support team to receive more in-depth technical support.

3. POS security concerns🔒

Problem: Let's talk about something that keeps business owners up at night: security breach concerns. A security breach famously cost retail giant Target nearly $40 million way back in 2013. Whether it's payment data, sales data, hacks, or cyberattacks, your hardware needs to be functional or else it can become a serious vulnerability for your business and the customers that visit you.

In a world where cyberattacks and data breaches make headlines almost every day, safeguarding sensitive customer data and payment information has become more critical than ever before. No one wants to be the next headline, dealing with financial losses and the fallout of a tarnished reputation due to a POS system vulnerability.

Solution: Now, we know that cybersecurity might sound like a complex web of technical jargon, but fear not, because Epos Now has your back. When it comes to fortifying your business against security threats, Epos Now's built-in POS system security is like your trusty shield, protecting you from potential breaches.

Imagine this shield as a combination of layers. Epos Now employs encryption to cloak your sensitive data in layers of digital armor. This means that even if a cyber thief manages to sneak a peek, all they'll see is a jumble of unreadable characters – your customers' information remains safe and secure.

But that's not all. Epos Now adds an extra layer of security with multi-factor authentication practices. It's like having a secret handshake with your POS system. Only authorised personnel get access, and even if someone manages to obtain your login credentials, they won't get far without that second authentication step.

Now, the tech world is constantly evolving, and with that evolution comes the need for regular updates. Epos Now stays ahead of the game by providing you with the latest security patches. Just like you wouldn't ignore a leaky roof, staying up to date with these patches ensures that any potential vulnerabilities are quickly sealed up.

By adopting Epos Now's security-conscious POS solutions, you're not only protecting your business and customer data but also sending a message to your customers that their information is in safe hands. So, bid farewell to sleepless nights worrying about security breaches, and welcome the peace of mind that comes from partnering with Epos Now.

4. Staff Training and user experience💼

Problem: Alright, let's dive into a scenario we've all encountered: a new gadget or technology arrives, and suddenly, you're faced with a flurry of questions, puzzled expressions, and maybe even a hint of frustration. POS is evolving quickly, with ecommerce and delivery apps becoming more central to trade. 80% of retail employees are said to be sufficiently trained on ecommerce, for example, leaving a skills gap that will hold back businesses.

Introducing a new POS system to your staff can sometimes feel like you're venturing into uncharted waters, complete with the challenges of adapting to change and ensuring everyone is on the same page.

Solution: Now, here's where the magic of Epos Now comes into play. We understand that introducing a new POS system shouldn't feel like trying to decipher an alien language. With user-friendly interface, Epos Now ensures that the learning curve is as smooth as your morning coffee.

Think of it as handing your staff a tool that's so intuitive and user-friendly that they'll feel like pros from day one. Epos Now's POS system is designed with simplicity in mind, and can be learned in as little as fifteen minutes, making navigation and payment processing a breeze. Say goodbye to long training sessions that eat up valuable time; your staff will be up and running faster than you can say "point of sale system."

But let's not forget the power of proper employee management and training. Epos Now provides the resources you need to ensure your staff is confident in using the system to its fullest potential. After all, a well-trained team is a team that can provide exceptional customer service, swift transactions, and an overall seamless shopping experience.

So, wave goodbye to the days of staff frustration and confusion when faced with new technology. Embrace Epos Now's user-friendly interface, empower your staff with comprehensive training, and let the ease of use and POS support bring out the best in your team. After all, a happy staff means happy customers, and Epos Now is your partner in ensuring both are well taken care of.

5. POS system network and connectivity issues 📶

Problem: Ah, the wonders of modern technology – until the moment your internet connection decides to play hide-and-seek right in the middle of a busy workday. Nothing quite disrupts the flow like a network outage or poor connectivity when you're trying to process transactions and serve your customers seamlessly.

Solution: Enter Epos Now, the hero you need to conquer those connectivity woes. We understand that a reliable connection is the backbone of your business operations, and our cloud-based POS system is designed to keep you sailing smoothly, even when your internet service provider lets you down.

Think of it as having a safety net. Epos Now's system can operate offline temporarily, ensuring that transactions can still be processed and data stored locally even when the internet decides to be a bit temperamental. Your customers won't even notice the hiccup, and once the connection is restored, your data syncs up like clockwork.

But let's not stop there. Epos Now knows that being prepared is half the battle, and devices like card machines (which everybody relies on) won’t operate offline at all. That's why we suggest having backup options, like mobile hotspots, in case of power outages or unexpected network outages. It's like having a Plan B ready to go, ensuring that your business operations continue with minimal disruptions.

And don't worry – even if you're dealing with POS hardware failure or a complete network meltdown, Epos Now has your back. We're not just a POS system; we're your partner in overcoming connectivity challenges and ensuring your business keeps moving forward.

So, say goodbye to those nail-biting moments when your connection decides to go on vacation. Embrace the reliability and backup options that Epos Now offers, and rest easy knowing that your business is equipped to handle whatever the network throws your way. After all, in a world where connectivity is king, Epos Now is the crown jewel of keeping your business running smoothly.

6. Scalability challenges 🚀

Problem: Your small business is thriving. Customers are pouring in, and your sales are skyrocketing. But with success comes the challenge of scaling up your operations. You're not just managing one location anymore – you're expanding to multiple branches, dealing with higher transaction volumes, and facing the daunting task of keeping everything organised and efficient.

Solution: Enter the secret weapon in your scaling journey – Epos Now, providing you with the tools you need to tackle scalability challenges head-on.

Imagine starting with Epos Now at your flagship store. As you open new branches, you can seamlessly expand your POS system without the headache of major hardware investments. Epos Now's cloud-based solutions are your gateway to scalability, allowing you to add new locations and accommodate increasing transaction volumes with ease.

But it doesn't stop there. Ever dreamed of overseeing multiple branches from a single dashboard? Epos Now makes it a reality with multi-location management tools that give you the power to centralise your operations, monitor inventory levels, and track sales performance across all your locations. It's like having your finger on the pulse of your entire business empire, all from the comfort of one screen.

With Epos Now as your growth companion, you're not limited by the boundaries of a single store. Our scalable solutions allow you to take your hospitality or retail business to new heights while maintaining the same level of efficiency and customer service that got you where you are today.

So, when you're faced with the exciting challenges of scaling your business, remember that Epos Now is more than just a POS system; we're your partner in expansion.

Payment processing errors/declined transactions ❌

Problem:
Few things slow down a checkout faster than a declined or failed payment. The queue is growing, your customer is embarrassed, and annoyed when it turns out they have the money in their account. Meanwhile, your staff are left guessing whether it’s the card reader, the bank, or your POS causing the issue. Payment processing errors can appear as timeouts, duplicate charges, incomplete transactions, or terminals refusing to connect.

Payment system failures cost the retail industry alone £1.6 billion in annual sales, showing the gravity of these issues. While some declines are legitimate (like insufficient funds), repeated or unexplained failures often point to connectivity issues, outdated software, or poor integration between your POS and payment provider.

Solution:

Card machines are complicated devices with many layers of security, but there are a few things you can do to troubleshoot before calling up your provider (and when your POS and payment processor are the same, as they are for Epos Now Payments customers, you won't get palmed off to the other company: you only need to call one number to get results!).

Maintaining a strong internet connection is the first way of minimising possible issues. Then, keeping terminals updated, and using fully integrated card machines rather than standalone devices helps eliminate common errors. Plus, offline transaction capabilities and backup connectivity options keep you trading even during brief outages.

Knowing how to restart the device or have the device run its own troubleshooter can be a good way of resetting them and ruling out basic issues. You may need to de-integrate to do so, meaning it's always good to know how to these basic tasks. 

After that, payment processing issues should be referred to your provider.

8. Integration issues 🔗

Problem:
Your POS system doesn’t work in isolation. It needs to connect with accounting software, ecommerce and delivery platforms, payment processors, loyalty tools, and beyond. But when those integrations don’t sync properly, your entire system can crumble. Sales and financial data and stock counts can all fall out of sync, and manual re-entry can start taking up a lot of time.

These disconnects create double the work, with added inaccuracies and costly mistakes coming into play. Staff spend time fixing spreadsheets instead of helping customers, and you lose visibility over how your business is actually performing.

Solution:
Cloud-based syncing ensures that sales, inventory, and customer data update across all platforms instantly, reducing human error and eliminating manual entry. If you encounter a problem, checking the syncing might be your first step. Visit the app page, which for Epos Now customers means going to your Back Office>AppStore>My Apps, and selecting your downloaded app, and troubleshooting or resyncing directly on that page. 

A lot of POS app issues are recurring, which means you can also check support guides for common issues and seeing if any of those mentioned look like the one you've encountered, which can be a faster way of troubleshooting rather than going directly to your POS provider. Epos Now customers, for example, can go to Support>Applications and Add-ons and visit the page dedicated to the relevant app.

9. Hardware failures 🖥️

Problem:
Even the best software can’t save the day if your hardware suddenly gives up. A terminal that won’t turn on, a touchscreen that stops responding, or a card reader that disconnects mid-sale can bring trading to a halt.

Hardware failures often strike without warning and usually at the worst possible time. Every minute offline means missed revenue, unhappy customers, and loss of reputation. For smaller businesses especially, relying on a single device can make these breakdowns particularly damaging.

Solution:
Preparation is everything. Using specialised hardware, rather than personal devices, and regular maintenance and software updates help extend device lifespan and prevent avoidable issues.

Having contingency plans in place is just as important. Cloud-based systems allow you to quickly log in from another device, tablet, or backup terminal and continue trading without losing data, buying you time to troubleshoot on your main device. With external data storage and rapid support options, your business isn’t tied to one piece of equipment.

Common problems include data not syncing to specific hardware, which on Epos Now is easily rectified with a manual cloud sync. For other issues, checking cables are securely connected, along with basic WiFi troubleshooting, is a good place to start. Then referring to your support guides on your providers sites and calling in. Hardware issues need quick resolutions that your support team are there to take care of.

10. Printing problems 🧾

Problem:
It might seem small, but when your receipt or kitchen printer stops working, operations can quickly unravel. In hospitality, orders don’t reach the kitchen; in retail, customers can’t get proof of purchase, and staff resort to handwritten notes that slow everything down.

Common issues include paper jams, faded prints, dropped connections, or printers that simply won’t communicate with the POS. In fast-paced environments like restaurants or busy shops, these delays create confusion, mistakes, and poor customer experiences.

Solution:
Reliable printing starts with the right setup. Keeping firmware updated and performing routine cleaning helps prevent jams and connection errors. Checking your till roll is inserted the right way up can be a quick fix (you'd be surprised how often that issue occurs).

Wireless or network-connected printers also provide flexibility, allowing multiple devices to route orders or receipts automatically. With wireless printer issues, you can get the printer to confirm the IP address it's operating on, and confirm it corresponds with the IP address your POS is sending receipts to, which often fixes issues.

And with cloud backups, you can reprint receipts or resend tickets instantly if something goes wrong. 

11. Inventory mismatches 📦

Problem:
Few issues are more difficult to trace than discovering your stock numbers don’t match reality. Your system says you have five items left, but the shelf is empty, or worse, you over-order products you already have. Inventory mismatches lead to lost sales, wasted money, and disappointed customers, and you're left wondering how on earth this happened?!

These discrepancies often stem from manual counting errors, unreported wastage, delayed updates, theft, or systems that aren’t sync sales and stock in real time. Without accurate data, forecasting and purchasing become guesswork.

Solution:
Real-time tracking is the cure. Epos Now automatically updates inventory levels with every sale, return, or delivery, giving you an accurate, up-to-the-minute picture of your stock. Barcode scanning reduces manual entry mistakes and speeds up stock takes.

So if your stock levels are showing discrepencies between one device and another, or your back office and sales terminal, your issue is likely syncing-based. Checking your WiFi connection (as it so often is) could be the solution, and performing manual syncs to see if that rectifies the stock issue are the first steps to take.

Centralised, cloud-based reporting lets you monitor inventory across locations, set low-stock alerts, and identify trends before they become problems. Regular audits and automated syncing between online and in-store sales keep everything aligned, too (so for retailers with multiple channels, a visit to your ecommerce app may be necessary to check everything is running smoothly).