Find why the POS isn't opening the cash drawer or printing the till's reports, and fix it. Both go through the docket printer at the counter, a Star or an Epson, so the fix is usually one printer setting in the merchant portal. Meanwhile, open the drawer with its key.
Messages that say "Settings > Printers" or "Settings › Printers" mean Settings → Printers in the merchant portal. Admins only.
The drawer doesn't open
| What you see | What to do |
|---|---|
| "No printer opens a cash drawer for this POS. Set one up in Settings > Printers." (No sale), or "Recorded. No cash drawer opens for this till, so use the key." (Paid in, Paid out, Close till) | No active printer opens a drawer for this POS device. Go to Settings → Printers, select Edit on the counter's docket printer, tick A cash drawer is plugged into this printer, and set Opens for to this device or Every POS device. Then Save changes. |
| The printer is out of paper | The printer won't open the drawer without paper. Load a new roll. If the POS prints straight to the printer, select the Printer status button beside Help, then Print again on the sale (or Open the drawer for a No sale, Paid in, Paid out or refund) within 90 seconds: the drawer opens. Otherwise select No sale to open the drawer for the sale you just took, or use the key. |
| "Sent. The drawer opens in a moment; if it doesn't, use the key." and nothing opens | Check the printer is switched on, online, has paper and is Active. |
| The printer was offline, and the drawer didn't open when it came back | For No sale, cash taken in Orders, a cash refund, Paid in, Paid out or Close till, a request the printer doesn't collect within a minute is dropped. A cash sale's docket still prints when the printer comes back, but opens the drawer only within 90 seconds of the sale. Use the key. |
| It never opens, or opens late | On an Epson, the POS's Printer status says why (cover open, no paper, a device ID that doesn't match). On a Star, check the printer's CloudPRNT polling time is 5 seconds. A longer one makes the drawer slow, and can miss the one-minute window. For a drawer that opens at once, let the POS print straight to the printer: see Print straight from the POS to your printer. |
| No sale opens it, but a cash sale doesn't | The drawer opens as the sale's docket prints on that printer. If the docket prints on another printer, or not at all, see Order dockets are not printing. |
| It opens for every docket, online orders too | The printer's own drawer option is on. Switch it off in the printer's own settings. |
| It used to open with every docket, and since October 2026 it doesn't open at all | mypreorder no longer pulses the printer's drawer port with each docket. The drawer opens only for cash on the POS, at the printer with Cash drawer ticked: tick it as in the first row. |
| It didn't open for an EFTPOS, Other, app or kiosk order, for Already paid?, or for a reprint | That's expected. The drawer opens for cash only. |
| No Cash drawer option when you edit the printer | It's a Product labels printer or named KIOSK. Plug the drawer into a docket printer. |
| "The drawer could not be opened. Use the key." | Use the key, and try No sale again later. If it keeps happening, contact us. |
| "The POS couldn't reach mypreorder. Use the key." | The POS is offline. Check its internet connection. |
The till won't print its X or Z report
The till prints on the drawer printer that opens for that POS device, else a drawer printer set to Every POS device, else your docket printer named 1. It never uses a Product labels printer, a KIOSK printer, or a printer with another name such as KITCHEN. So with no drawer ticked and no printer named 1, nothing prints.
| What you see | What to do |
|---|---|
| Print X is greyed out, with "To print X and Z reports here, tick Cash drawer on this till’s receipt printer in the merchant portal (Settings › Printers)." | Tick Cash drawer on the counter's docket printer, with Opens for set to this device or Every POS device. |
| "No printer is set up for this till. In the merchant portal, Settings › Printers, tick Cash drawer on the receipt printer at this till." | The same fix. |
| At Close till: "No printer is set up for this till, so the Z report won’t print: it’s kept in the portal (Reports › Cash-ups), and can be reprinted there once the till’s printer has Cash drawer ticked." | Close the till anyway. Fix the printer, then reprint the Z from Reports → Cash-ups. |
| In Reports → Cash-ups, Reprint at the till says "No printer is set up for" the till's device, then "In Settings › Printers, tick Cash drawer on the receipt printer at that till (Opens for: that device, or every device), then reprint." | Tick Cash drawer on that till's printer, with Opens for set to that device or Every POS device, then select Reprint at the till again. |
| A tax invoice says "No receipt printer here can print it. Download the PDF instead." | It uses the same printer as the till. Make the same fix, or download the PDF. |
| "It could not be sent to the printer. Please try again." | Try again. If it keeps happening, contact us. |
| The X or Z prints on the wrong printer | The drawer printer for that device wins. Check each printer's Opens for. |
Still not working
Check the printer prints orders at all: see Order dockets are not printing. To set the drawer up from the start, see Connect a cash drawer to the POS.