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Frequently Asked Questions

Short answers to the questions we are asked most. For things that are broken rather than unclear, start with Printing Problems, The Cash Drawer Will Not Open, Card Terminal or Cash Machine Not Responding or Phantom Touches and Unresponsive Screens.

Receipts and Customers

How do I send a digital VAT ticket to a customer?

The ticket is emailed automatically once the account is linked to a client with a valid email address.

  1. On the ordering screen, tap Client Info in the top tabs.
  2. Find the customer by entering their phone number — the field prompts “Enter phone number to start searching”, and phone number is the only way to search.
  3. If they are not registered yet, tap Add client and fill in their details. The Email must be valid, or there is nowhere to send the ticket.
  4. Complete the payment. The VAT ticket is sent to that address automatically.

Note

A customer can be attached before or after the order is sent. Attaching one does not change the items or the prices on the account.

How do I find a receipt from an earlier shift?

The History column on the Home Screen only shows accounts closed during the current shift. For anything older:

  1. Open the Menu and choose Search Accounts.
  2. Search for the account.

If you cannot find it from the tablet, look it up in the Admin Panel under Accounts using whatever the customer can tell you — time, amount, items — and note the account number, which you can then search for on the tablet.

Note

Search Accounts appears for administrator accounts, and for other users who have been granted the Account search ability. See Users.

Can I reprint a receipt?

Yes — open the account from History or Search Accounts and print it again.

Warning

In the Belgian SCE-certified version, the VAT ticket is one-time only. Once payment is complete it cannot be reprinted, because the certification requires each fiscal ticket to be issued once. A provisional bill can still be printed.

Money and Corrections

A customer wants their money back. What do I use?

A refund — see Payment. Open the closed account, tap Refund, select the items and confirm.

Only items the customer actually paid for can be refunded, and a refund can be settled by cash or card only.

What is the difference between a refund and an error payment?

  • Refund — the customer paid, and you are giving money back
  • Error payment — a mistake made after an order was sent, corrected before the customer paid

If money has changed hands, it is a refund. See Registering an Error.

The shift total does not match the cash in the drawer.

Work down rather than across — shift, then user, then account, then individual payments. Accounting sets out the sequence.

The most common innocent explanation in the International version is an account still open: its money has not landed in any shift yet.

Which page do I use for my bookkeeping?

Shift Z, and only Shift Z. Accounts and Order History are searched by when service happened, not by when money was taken, so they will not reconcile. See Accounting.

Setup and Devices

How do I install the app on a new tablet?

See Installing the App. The route depends on the device — Google Play, the Sunmi Store or the iMin store.

Do I need a Main device?

Yes. One device must be signed in as the Main account. It dispatches printing and coordinates the other devices, and it is required for orders arriving from kiosks, kitchen displays, extra registers and the webshop to be processed.

The tablet is pressing buttons on its own.

The screen is almost certainly dirty — grease and water read as a fingertip. Clean it with a microfibre cloth, then restart the device if that does not settle it. See Phantom Touches and Unresponsive Screens.

Why do my new products not appear on the tablet?

Products are cached on the device for speed. Open Menu → User settings and use Refresh new products to clear the cache and pull the current catalogue.

Access

Why is a page missing from my Admin Panel?

Three reasons, in order of likelihood:

  1. Your abilities — the page is only shown to users who have been granted it
  2. Your version — some pages are not part of the Belgian SCE-certified offering
  3. The feature is not enabled for your establishment

See Users for the first and Belgium (SCE) vs International for the second.

How do I stop the tablet asking for a PIN?

PIN prompting is controlled per establishment, not per device. See PIN Login — disabling the PIN lock removes the Lock button entirely.

I have forgotten the administrator password.

There is no self-service password reset in the Admin Panel. Contact your Posbel contact to have the account reset.