Point of Sale Troubleshooting
Quick answers for the problems owners and cashiers hit most often at the counter, with links to the full guide for each.
Find the line that matches what you see, then follow the link for the full steps.
| What you see | Why, and what to do |
|---|---|
| No POS entry in Add-ons | It is not on sale for your store yet. See Turn On the POS Add-on |
| Counter access is unavailable or inactive. | The add-on is off or lapsed. See Turn On the POS Add-on |
| You have reached the counter limit for your plan. | Buy Extra POS register. Same page |
| Cashier limit reached. Ask the owner to add a seat. | Buy POS cashier seat. Same page |
| Wrong PIN. with a count of tries left | Wait for the tries to reset or ask the owner. See Get Started with Point of Sale |
| Settings are greyed out or Read-only. | Only the store owner saves, and the add-on must be active. See POS Settings |
| The discount sheet says N% is over the M% counter limit (it may continue Up to P% needs no owner approval.), the Value box has a red border and nothing is applied | The value you typed is above the cashier cap. Select Reduce discount to P% (it appears only for a cashier, and only while the value is a valid number within 100%) or type a lower value; the border clears once the value is within the limit. A discount inside the cap but above the approval band asks for owner approval instead. See POS Settings and Counter Billing & Tenders |
| UPI QR will not show | Confirm the UPI ID in POS Settings |
| You cannot return more than the quantity left. | The return exceeds what was sold. See Returns & Exchanges |
| Preparing the original invoice. We will retry automatically. during an exchange or return | The paid bill's invoice is not ready yet. Wait; if it ends with Retry invoice check, select it. See Returns & Exchanges |
| This screen could not load | Select Reload and retry, or Back to counter. Your saved bill and payment records are kept. If a payment may have been collected, check its status before collecting again |
| Visit redeemed. Reload the bill before continuing. | A package visit is already used. Select Reload bill and continue and do not redeem again. See Service Packages at the Counter |
| Search finds a variant by SKU but I expected the product | A matching variant SKU or option adds that exact variant; search by product name to open the variant chooser. See Counter Billing & Tenders |
| Could not hand over the order. Try again. on a pickup, especially when the shop is busy | The server may have been busy. Wait a few seconds and select Hand over order again; do not collect payment again. See Pickup Collection |
| A receipt has no Payments section, or a UPI line has no reference | Only completed cash, UPI and card payments are listed, and only manual UPI payments carry a reference. See Counter Billing & Tenders |
| No Review and turn on button on Invoice numbers per counter | The status is not Ready to turn on, or you are not the store owner. See Invoice Numbers per Counter |
| Not enough usable stock in batches. Check batch stock. or Only N usable in stock batches. Check batch stock. at the counter | An item tracked by lot has no sellable lot with enough left (expired, held or sold). Switching on Keep selling when out of stock does not help. Lower the quantity, and ask the owner to check the lots. See Stock Nearing Expiry. The counter refuses the add straight away (tap, search, scan or the phone bill), not only at Charge. |
| I used Exit to Admin, where is my bill? Or Back to Admin opened the Dashboard | The bill is saved on that device and returns after the same cashier signs in with the PIN; Back to Admin falls back to the Dashboard when the counter was not opened from an Admin page. See Move between the counter and Admin |
| On my phone the header shows only Offline (or Syncing, Not sent) and a number | That is the short form of the sync status on screens 700 px wide or narrower: the number is how many bills are waiting to be sent. See Read the sync status in the counter header |
| Stock looks wrong | See Shared Inventory |
| Cannot find Suppliers or Purchase orders | No sidebar entry. See Suppliers & Purchase Orders |
| Charge is disabled and the counter says You are offline. Reconnect before saving or taking payment. | The counter has no prepared offline copy on this browser, so it cannot sell while it cannot reach the server. The owner prepares one while connected. See Prepare This Counter for Offline Use |
| The Wi-Fi works but the header says Offline | BillionBiz is not answering from your network. If offline access is ready, keep selling for cash and leave the counter open; it goes back online by itself and sends the saved bills. See Sell for cash when the server cannot be reached |
| Printer, scanner or scale will not pair | See Scanners, Printers & Scales |
| Day will not close or cash does not match | See Reports & Day Close |
Still stuck?
Tell support the store name, the exact message you saw and what you were doing. Do not share cashier PINs.