Support centre

Work through these checks before logging a request. Most printing problems are paper, power or connection related.

1. Check the power light is on and the cover is fully closed until it clicks.
2. Open the cover and check there's paper on the roll and that it feeds out from under the printhead.
3. Check the cable (USB or network) at both ends. For network printers, confirm the printer and till are on the same network.
4. Make sure the correct printer is selected in your POS software or as the default printer on the till.
5. Restart the printer, then the till, and try printing again.
6. If it still doesn't print, log a support request with the model number and a photo of any lights or error indicators.

Thermal printers print with heat, not ink, so a blank slip usually means the paper is the wrong way round or isn't thermal paper.

1. Turn the paper roll around so the coated side faces the printhead. Scratch the paper with a fingernail: the side that marks dark is the printing side.
2. Use thermal paper of the width your printer supports (80mm for our receipt printers).
3. Check the paper isn't old or exposed to heat or sunlight, which can stop it printing clearly.

Plug-and-play scanners type the barcode into whichever field has focus, like a keyboard.

1. Click into the barcode or search field in your POS software before scanning.
2. Test the scanner in a text editor such as Notepad. If the code appears there, the issue is in the POS software settings.
3. For wired scanners, try a different USB port and check the cable is seated firmly.
4. For wireless scanners, charge the scanner and check it's paired with, or within range of, its base or device.

If letters or symbols come out wrong, the scanner's keyboard language usually doesn't match the computer's keyboard layout.

1. Check the keyboard language on the till (for example English (South Africa) or English (US)).
2. Our scanners support multiple keyboard language layouts. Set the scanner to the same layout as the till using its setup barcodes.
3. If you don't have the setup barcodes for your model, log a support request and we'll help.

Label printers need to know the size of the label and the gap between labels.

1. Check the label width and height in the printer settings match the labels loaded.
2. Make sure the label guides are snug against the roll without squeezing it.
3. Run the printer's media calibration so it detects the gap between labels. The steps differ by model, so ask us if you're unsure.
4. Use labels within the supported range: 20mm to 108mm wide on our 4-inch label printers.

Touch problems are often caused by something resting on the screen or a loose display cable on dual-screen setups.

1. Remove anything touching the edge of the screen and clean it with a soft, dry cloth.
2. Restart the terminal.
3. On dual-screen terminals, check the second display's cable is connected firmly.
4. If the screen responds in some areas but not others, log a support request with a photo.