> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.ordernest.com/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.ordernest.com/_mcp/server.

# POS troubleshooting

## Tables or products are missing

Check the store name, order type, and zone. While online, use **Refresh Table
Data** or **Refresh Products Data** from the menu and wait for loading to finish.
If a category needs a subcategory, select it before expecting products to appear.

For **Products data not available. Please try again.**, reconnect and refresh
products. Ask your administrator to check the store setup if it still fails.

## The app asks me to send KOT first

Return to the order items, review unsent items, and tap **KOT**. Billing and
several order actions require the current items to be sent first. Check the
printing queue separately if the ticket does not reach the kitchen.

## Payment is disabled or COMPLETE fails

| Message                                                   | What to check                                                                                                                  |
| --------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------ |
| Please contact Cashier                                    | Your account does not have access to that action. Ask a cashier or manager to perform it.                                      |
| Please send the order to billing before payment           | Use the bill/print icon on the order screen after sending KOT.                                                                 |
| Entered amount exceeding balance                          | Enter only the amount still to be recorded for the bill.                                                                       |
| Recorded payment total must exactly match the grand total | Review recorded payment methods and the final total, including adjustments. The Received calculator does not count as payment. |

If a payment attempt returns an error, inspect the recorded methods before
trying again so you do not record it twice.

## A kitchen ticket or bill did not print

Check power, paper, and the printer connection. For Bluetooth printing, confirm
the selected printer and override switches, then run **Test Print**. For kitchen
tickets, inspect **KOT Queue**, fix the connection, and use **Retry All**.
See [Printing and preferences](/pos/printing).

## A table will not open offline

An active order may belong to another device and have no local cached copy.
Restore connectivity or use the device holding that order. Do not create a
second order to replace it without checking the original.

## Local orders are not syncing

Open **Offline Orders**. Check that you are online, signed in, and using the
original store and user. Orders in **Waiting For Original Store** cannot sync
under a different context. See [Work offline and sync](/pos/offline).

## Prepare a useful support report

Include the app version shown on the login screen or menu, store name, table or
bill number, action you attempted, time of the problem, and exact error text.
For printing, include the printer type and whether a test print worked. For
sync, include the status shown in Offline Orders. Leave passwords and guest
contact details out of screenshots unless your support team specifically needs
them through an approved channel.