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Use the mypreorder POS at the counter: take payment, add a customer for their rewards, work the orders, refund, mark items sold out, and cash up the till.
Help Desk
By Help Desk
• 21 articles

Print the POS quick guide for your counter

Print this one-page guide and keep it by the till. It shows your staff the things they do all day, such as finding a customer, applying a promo code and signing up a VIP, and the ones that are hard to find on the screen, such as making an item complimentary. Download the POS quick guide (PDF) The POS quick guide: an A4 landscape page with three columns, Customers and discounts, At the counter, and Staff and the till, and along the bottom what to tell customers about your app and how to report a problem Print it - A4, landscape, at actual size (100%). It fits on one page. - Colour reads best, but it works in black and white. - Put it in a plastic sleeve or laminate it, so it lasts at the counter. What's on it - Customers and discounts: find a customer or scan their loyalty card, make a new customer or sign up a VIP, and apply a promo code. - At the counter: give an item free (comp), take payment later, EFTPOS not connecting, refund or cancel, and sold out. - Staff and the till: sign in, switch and lock, manager mode, the till, printer or cash drawer trouble, and tax invoices and reprints. - For your customers: joining your VIP club, using a promo, and showing their loyalty card in your app or on your website. Each one has its own article here with the full steps. The ones staff ask about most: - Find a customer and add them to a POS order - Sign a customer up at the POS or Kiosk - Apply a promo code on the POS - Make an item complimentary on the POS - Refund or cancel an order on the POS After a POS update The bottom of the guide shows the POS version it was written for, such as mypreorder POS 4.4. When the POS changes, the guide here is updated with it: download it again and swap the printed copy. If something is not right | What you see | What to do | |---|---| | It prints on two pages, or the edges are cut off | Print it Landscape, at Actual size or 100%. If your printer still cuts the edges, choose Fit to printable area. | | A button on the guide isn't on your POS | Some parts depend on how your store is set up: Other and Till only show when your store uses them. Otherwise the POS may need updating: when it shows "A new version is available", select Refresh. |

Last updated on Oct 16, 2026

Take payment on the POS: EFTPOS, cash or other

Take payment as you put an order through the POS: on the EFTPOS terminal linked to it, in cash, or another way with Other. Put the order through 1. Add the items, then select Checkout · $X (on a phone, Review order). 2. Under Customer, enter the customer's Name. Email and Mobile are optional. If you added a customer with Find customer, their details are filled in from their account instead: see Find a customer and add them to a POS order. 3. Under Payment, choose EFTPOS, Cash or, where it's switched on, Other, then follow the section below. Where it's switched on, Card (keyed) takes a card over the phone: see Take a card over the phone (keyed card). The POS checkout: the customer's name, email, mobile and order note, then Payment with EFTPOS and Cash, at a store that has Other switched off Which tabs show is set by an admin in Menu Builder → Order Types & Payments: see Choose how POS and Kiosk customers order and pay. EFTPOS shows only when this POS has a paired terminal. Cash isn't offered at a store connected to your point-of-sale system (Square, Kounta and so on). EFTPOS 1. Select EFTPOS, then Pay by EFTPOS · $X. 2. The pinpad asks for the card: "Present your card". The customer taps, inserts or swipes. 3. "Approved" and "Placing your order…", then the confirmation. If the card is declined, the POS says "Card declined". Select Try payment again, or Use a different payment method. Cash 1. Select Cash. 2. Tap what the customer hands you: Exact $X or one of the note amounts. For any other amount, type it in Other amount. 3. Change due shows the change. Until the cash covers the total it says "Enter at least $X". 4. Select Place order · Cash $X. Cash at the POS checkout: Exact and the note amounts first, then Other amount with the change due beside it The confirmation shows Paid · Cash and a Change card with the change to hand back, the total and what was tendered. Cash rounding. Cash is rounded to the nearest 5c in Australia and 10c in New Zealand. The order's total stays exact. When rounding changes the amount, a line says so, for example "Total $12.42 · Rounding -$0.02 · To pay in cash $12.40". The cash drawer opens when the order's docket prints, usually within a few seconds. If it doesn't, check the printer has paper (it won't open the drawer without it), and use the key. It needs a drawer set up on the docket printer: see Connect a cash drawer to the POS. With the till on, cash taken on the POS counts under Cash sales towards Expected in drawer. See Close the till and print the Z report. Other Use Other for a voucher, a bank transfer, an account, or a card taken on a terminal that isn't linked to the POS. 1. Select Other, then Place order · $X. The order goes to the kitchen unpaid. 2. The confirmation shows Unpaid · collect payment and asks Has it been paid? 3. Choose how, then select Mark paid: - Cash: taken in cash. - Card on another terminal: a terminal that isn't linked to the POS. - Other: a bank transfer, a voucher or an account. 4. Or select Not yet, they'll pay later. Nothing is recorded, and the order waits in Orders under Needs payment. See Find and take payment for orders on the POS. Done looks like "Marked paid · Cash" (or the way you chose). Marking it paid never opens the cash drawer. The confirmation Order placed, the order number in large type, the customer's name, the order type and time, and Paid, Paid · Cash or Unpaid · collect payment. Select Next order to start the next customer from an empty order. If the EFTPOS link isn't working You can keep trading while the pinpad isn't talking to the POS: 1. Take the card on the terminal by itself, the way you would without the POS. 2. Put the order through with Other. 3. Answer Has it been paid? with Card on another terminal, then select Mark paid. No Other tab? An admin turns on Pay at counter for the POS in Order Types & Payments (it's called Other on the POS). The POS picks it up at the next checkout, with no need to sign out. Where Card (keyed) is switched on, you can type the customer's card details into the POS instead: see Take a card over the phone (keyed card). If something is not right | What you see | What to do | |---|---| | No EFTPOS tab | The POS has no paired pinpad, or EFTPOS is off for the POS. See Sign in a POS or Kiosk and pair the EFTPOS terminal. | | No Cash tab | Cash is off for the POS in Order Types & Payments, or the store is connected to your point-of-sale system. | | Place order · Cash $X is greyed out | No amount is chosen yet, or it's less than the cash amount. Tap Exact $X or a note amount, or type at least that much in Other amount. | | "Terminal is busy" | Another transaction is running on the pinpad. Wait for it to finish, then try again. | | "Take cash or EFTPOS for credit: it can't go through as Other." (or "Take cash, EFTPOS or a keyed card…") | The order sells credit. See Sign a customer up at the POS or Kiosk. | | The drawer doesn't open | Use the key, then see The cash drawer doesn't open, or the till won't print. |

Last updated on Oct 22, 2026

Find and take payment for orders on the POS

The Orders screen on the POS lists today's orders, from the website and apps, the counter and your kiosks. Use it to take payment for an order that hasn't been paid, and to see where each order is up to. Any staff member can use it. Open it Select Orders in the top bar (on a narrow screen, Staff tools → Orders today). Its badge counts the orders waiting for payment now, plus new online orders nobody has opened on this POS yet. The list refreshes itself every 30 seconds. Find an order The quickest way is to search. Type into Order #, name, email or mobile at the top of the list: - An order number, or just its last few digits, for example 307 for #9910307. - A name: any part of the name the customer gave. - An email: any part of it. - A mobile: any part of it, with or without spaces. 0412 345 also finds +61 412 345 678. The search looks through all of today's orders, open and completed, and marks what matched. When it matched an email or a mobile, the order shows it. Tap the cross, or press Esc on a keyboard, to clear the search. If you had an order open, it stays open. Or look through the lists. Open has today's orders still to be made or paid for, in three groups: - Needs payment: unpaid and due now, including ones the kitchen has already finished. - Open now: due now, as soon as possible or within 30 minutes. - Later today: due later. An unpaid one keeps its UNPAID tag. Completed has today's completed and cancelled orders, newest first, under the hour each was due. Each one shows how it was paid. A refunded order shows REFUNDED, or PART REFUNDED and the amount. Narrow either list, or a search, with All, Counter, Online or Kiosk. Kiosk shows when your store has kiosks. Each order shows its time, its number, the customer's name (or Walk-up customer), NEW if it's an online order nobody has opened here yet, Counter, Online or Kiosk, its total and its status. A long list shows 25 orders a page. Previous and Next are under the list, with which orders you're looking at and the times they cover. An order from another day The lists hold today's orders. To find an older one, search for its order number. When there's no such order today, select Look on other days. It shows the order with "From Mon 12 Oct, not one of today's orders", and you can refund it or give a tax invoice for it. Only your store's orders are found. Open an order Select an order to see its items, total, status, how it was paid, and the customer's email and mobile if they gave them. An unpaid order says why, for example "Ordered online to pay at the counter", "Ordered at the kiosk to pay at the counter" or "Put through as Other on the POS". The order's number, total and status stay at the top, and its buttons (Take payment, Reprint docket, Refund… and the rest) stay at the bottom of the screen. Only a long list of items scrolls in between. On a phone, or a tablet held upright, the order takes the whole screen: select All orders to go back to the list. Orders on the POS: the Order #, name, email or mobile search box, the Open and Completed tabs, the All, Counter, Online and Kiosk filters and the list of orders on the left; the selected order on the right with its status and items, and Cancel order…, Reprint docket, Tax invoice and Refund… pinned at the bottom Take payment for an unpaid order 1. Select Take payment · $X. 2. Choose EFTPOS ("Sends $X to the terminal", when this POS has a paired terminal) or Cash. 3. For cash, tap Exact $X or the note amount handed over (or type it in Other amount), then select Cash received. Done looks like "#1234 is paid" with "Cash · $X change" or "EFTPOS · approved on the terminal". For cash, the drawer opens in a moment. If it doesn't, use the key. Cash shows only when Cash is on for the POS in Menu Builder → Order Types & Payments. See Choose how POS and Kiosk customers order and pay. Card (keyed) shows when it's switched on for the POS: type the customer's card details, for a phone order. See Take a card over the phone (keyed card). Reprint docket When your store has a docket printer, an open order has Reprint docket. It sends the order's docket to your printers again, as it printed the first time. Done looks like "Sent to printer". A reprint never opens the cash drawer. Already paid? When the money was taken another way, select Already paid?, choose Cash, Card on another terminal or Other, then Mark paid. It's recorded with the order. The drawer doesn't open. Move an order on (stores without a kitchen display) At a store with no kitchen display (KDS), the order's next step is one button: Start preparing, then Ready (Ready · tell the customer for an online order, which tells them it's ready), then Complete. Complete waits until the order is paid, with "Take payment first" beside it. At a store with a KDS the kitchen moves orders on, and the POS shows "Moved on the kitchen screen". An order that never reached the kitchen screen says "This order didn't reach the kitchen screen. Make it from the items below and move it on here." and gets the buttons. New online orders When an online order arrives, a panel pops up on any POS screen with "New online order · #1234", the name and the pickup time, and one chime. Select View to open it in Orders, or the cross to dismiss it. Opening the POS never chimes for orders already waiting. Browsers play sound only after the screen has been tapped once, so tap it at the start of the day. To turn the panel or the sound off on one POS, see Use manager mode on the POS. Refunds, cancels and tax invoices Refund… and Cancel order… need a manager: see Refund or cancel an order on the POS. For Tax invoice, see Give a customer a tax invoice from the POS. If something is not right | What you see | What to do | |---|---| | "#1234 was already paid" and "Hand the cash back to the customer." | Someone else recorded a payment first. Give the cash back. | | "This order was already paid. Refund $X to the customer's card on the terminal now." | The card was charged but the order was paid already. Refund it on the terminal while the customer is there. | | "The card was approved" | Recording it didn't get an answer. Check the connection and select Try again: it can't be recorded twice. | | "#1234 had already moved on" | Someone moved it on first. Nothing to do. | | "Orders are for staff logins." | The browser is signed in with something other than a POS device. Sign in with the POS device's login. | | An order from yesterday isn't listed | The lists hold today's orders. Search for its order number and select Look on other days. | | "No order #1234 at this store" | There's no order with that number at your store. Check the number on the customer's receipt or email. |

Last updated on Oct 22, 2026

Refund or cancel an order on the POS

Refund an order, in full or in part, or cancel it, from the Orders screen on the POS. A manager approves each one, and the money goes back the way it was paid. Before you start - A manager's PIN. Once your store has a Manager under Users → Staff, that's the Manager's own staff PIN. Before then, it's the POS device's PIN (Device PIN on its row under Users → POS devices). If manager mode is already open on this POS, it doesn't ask again. See Give staff their own PIN for the POS and Kiosk. - The customer, with their card, for an EFTPOS payment. A card refund is made on the terminal, like the payment. - An older order? In Orders, search for its order number and select Look on other days: it can be refunded there too. See Find and take payment for orders on the POS. Or refund it in the merchant portal: see Cancel or refund an order. Refund an order 1. In Orders, open the order and select Refund…. 2. Manager access asks for the PIN: "Enter your manager PIN. Ask a supervisor if you don't have one." Enter it and select Enter. 3. Choose All of it (or All that's left), or Part of it and type the amount. 4. Select Continue · $X, check the next screen, and confirm. Refund #1042 on the POS: $13.70, Paid $13.70 in cash, All of it $13.70 selected or Part of it, then Cancel or Continue · $13.70 Done looks like Refunded $X. A refunded order shows REFUNDED or PART REFUNDED in Orders. How the money goes back - Cash: "Refund $X in cash". When you confirm, the POS says "Give the customer $X from the till" and the cash drawer opens. With the till on, the refund comes off Expected in drawer as Cash refunds. - EFTPOS on a Linkly pinpad: select Start the refund on the terminal. The customer taps or swipes their card on the terminal that took the payment, and mypreorder refunds it. It can take up to a minute: keep the screen open. A Linkly payment can be refunded once, so choose the full amount you need. - EFTPOS on a Tyro terminal: the refund runs on this POS's terminal. Enter the Amount to refund (or select Full amount) and Continue. Check "The customer must be here with their card", then select Refund $X. It goes back to whichever card they present, so it can't be finished after they leave. - Card on another terminal: refund it on that terminal, then select Refunded on that terminal. - Other (a voucher, a transfer or an account): refund it the same way, then select Record the refund. - Paid online by card: Refund to the card. It can take a few days to show on their statement. - Card (keyed): "Refund $X to the card", then Refund to the card. It goes back to the card that was typed in, through your online payment gateway. See Take a card over the phone (keyed card). - Paid from account credit: Refund to account credit. Cash, card on another terminal and Other can be refunded in several parts. Online, keyed card, EFTPOS and account credit payments are refunded once. After a part refund of an EFTPOS or keyed card payment, the POS says what's still on the card: refund that on the EFTPOS terminal, or for a keyed card in your payment gateway's dashboard. Cancel order then goes ahead without a second refund, and says the same. Refund a kiosk order Kiosk orders are in Orders too, tagged Kiosk. A Linkly refund runs on the terminal that took the payment, so for a kiosk sale that's the kiosk's pinpad. The POS names it, for example "they tap or swipe their card on the Kiosk 1 terminal, the terminal that took the payment, not this one". Take the customer to that pinpad. A Tyro kiosk payment is refunded on this POS's own Tyro terminal. You can also refund it at the kiosk: see Refund a card payment at the kiosk. Cancel an order 1. Open the order and select Cancel order…. It's on any of today's orders that isn't already cancelled, completed ones too. An order from another day (found with Look on other days) can be refunded but not cancelled. 2. Enter a manager's PIN in Manager access. 3. An unpaid order: "Cancel #1234?". Select Cancel the order, or Keep the order. 4. A paid order: "Cancel #1234 and refund $X?". Select Cancel and refund $X. It's refunded the way it was paid, in the same step, as above. The customer is told it's cancelled, and it leaves the kitchen's list. A cancelled Tyro payment offers Refund it on the terminal now. If something is not right | What you see | What to do | |---|---| | No Refund… on a paid order | Nothing is left to refund, or the POS has no record of how it was paid. Refund it the way they paid, or in the merchant portal. | | "How it was paid wasn't recorded, so the POS can't refund it." | Cancel it, then refund the customer the way they paid. | | Kept as account credit | The card refund failed, so the amount went on the customer's account. They can spend it on their next order. | | "The refund didn't go through, so nothing was refunded. Try again." | Nothing was refunded. Try again. | | "The refund didn't go through on the terminal, so nothing was refunded" | The terminal declined or stopped it. Try again with the customer at that terminal. | | "This order has changed since it was opened. Check the amount and try again." | Someone else refunded part of it. Check the amount left. | | "The POS couldn't reach mypreorder, so it isn't known whether that went through." | Check the order in Orders before trying again. | | "This payment was taken on the Eftpos terminal and must be refunded there." | It was a Tyro payment and this POS has no Tyro terminal. Refund it on a device that has one. | | "Incorrect PIN." | Check the PIN. A 4-digit staff PIN never approves a refund. |

Last updated on Oct 16, 2026

Close the till and print the Z report

Close the till at the end of the day or shift to cash up. You count the drawer, the POS shows whether it's over or short, you choose the float to leave for next time, and the rest is banked. The POS prints a numbered Z report and opens the drawer. Before you start - The till is on and open: the top bar shows Till · open. See Turn on the till (cash management) for your POS. - Any staff member signed in with their own PIN can close the till. A manager isn't needed. - Finish the last sale first. A payment taken after the close goes on the next till. Close the till 1. Select Till in the top bar, then Close till. 2. Count every note and coin in the drawer. Type the total in 1. Count the cash in the drawer. 3. Check Over / short (below). If it's out, count again. Add a Note (optional) to say why. 4. Check 2. Float to leave in the drawer. It starts at the float the till opened with. Change it to leave more or less for the next shift. It can't be more than the cash counted. 5. 3. Take out to bank shows the rest: the cash counted less the float. 6. Select Close & print Z. Close till: the cash counted, Expected, Counted and Over / short on the left; the float to leave and the amount to take out to bank on the right The drawer opens so you can take out the banking, and the Z report prints at this till's printer. Over or short The POS compares your count with Expected: the opening float, plus cash sales, less cash refunds, plus paid in, less paid out. - Balanced, in green: the count matches. - Over $1.00 means more cash than expected. Short $4.50 means less. Amber for under $10 either way, red for $10 or more. Nothing stops you closing with a difference. It's recorded on the Z report and in the portal's cash-ups. Done looks like Till closed: Z #42, with Expected, Counted, Over / short, Float left, To bank and Takings (all tenders), and "The Z report is printing at this device’s printer." Select Done. The top bar's button reads Till again. Z numbers count up across your store: with two POS devices, each close takes the next number. A closed till can't be changed or reopened. The next till starts with the float you left: the POS offers it at the next sign-in, or the first sale starts it. See Start the till and count the float. What the Z report shows - Z REPORT #42, the store, the device, and when the till opened and closed, and by whom. - SALES: orders paid, gross, discounts, complimentary, fees and surcharges, net sales and GST. - TAKINGS by tender: Cash, EFTPOS, Card (own terminal) and Other / not recorded, with the total. - REFUNDS by tender, and COMPLIMENTARY items given. - CASH DRAWER: the opening float, cash sales, cash refunds, each paid in and out, Expected in drawer, Counted, Balanced, Over or Short, Float left, Banked and your note. - ACTIVITY: No sales and drawer opens. BY STAFF: each person's takings, when you use staff PINs. It covers this POS device only. Online and kiosk orders are in Reports → Sales Summary. With no printer When no printer is set up for this till, the button reads Close till instead of Close & print Z, and the POS says "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." The close still works. To fix it, go to Settings → Printers, edit the receipt printer at this till and tick Cash drawer. Then reprint the Z: see Find or reprint a past cash-up. If something is not right | What you see | What to do | |---|---| | "The float can’t be more than the cash counted." | Lower 2. Float to leave in the drawer. | | "Sign in with your staff PIN first." | Your sign-in has ended, so the POS locks. Sign in and close the till again. | | "The till isn’t open." | It's already closed, perhaps on another tablet sharing this login. Check Reports → Cash-ups. | | "The till could not be closed. Please try again." | Nothing was saved. Try again. | | A big over or short | Look for cash taken as another tender, a paid out not recorded, change given wrongly, or a second tablet on this login. | | "No cash drawer opens for this till, so use the key." | The till is closed. Take out the banking with the key, then see the next row. | | The drawer didn't open, or the Z didn't print | See The cash drawer doesn't open, or the till won't print. |

Last updated on Oct 22, 2026

Sign in to the POS with your staff PIN, switch and lock

Each person signs in to the POS with their own staff PIN, so the POS records who took each order and payment. When you hand over or step away, use Switch or Lock. This is for stores that use staff PINs. An admin sets them up: see Give staff their own PIN for the POS and Kiosk. The sign-in screen On the left: your store's photo, logo, name and address, with the time and date. On the right: a greeting, "Enter your staff PIN to start." and a keypad. The POS device's name is at the top right. The POS staff sign-in screen: the store's photo, name and the time on the left, the PIN keypad and Unlock on the right Sign in 1. Tap your PIN on the keypad, or type it on a keyboard. The dots fill as you go. Clear starts again and ⌫ deletes the last digit. 2. Select Unlock. It never signs you in by itself, so a mis-tap doesn't count as a wrong PIN. Done looks like the menu, with your name in the top bar beside Switch and Lock. The ? at the far right of the top bar opens these POS help articles in a new browser tab (on a phone: Staff tools → Help). Staff PINs are 4 digits and managers' are 6. The PIN says who you are, so there's no name to pick. No PIN yet? As the screen says: "No PIN yet? Ask a manager to add you in the portal." An admin adds you under Users → Staff. Switch: hand over to the next person Select Switch. You're signed out straight away, and the sign-in screen waits for the next person's PIN. Lock: step away from the counter Select Lock. You're signed out, and the screen covers everything, including the order on screen, with "Locked at 3:12 pm. Enter your staff PIN." Whoever comes back unlocks it with their own PIN. Neither asks first: the next person unlocks with their own PIN, so there's no manager to call over. Both also close Manager if it was open. The POS doesn't lock itself when nobody touches it, so lock it whenever you leave the counter. On a narrow screen (a tablet in portrait) they're in Staff tools, as Switch user (signed in: …) and Lock this POS. When the POS signs you out by itself - The page was reloaded, or the browser closed and opened again. - 14 hours after you signed in. - An admin set you to Inactive. Sign in again with your PIN. Wrong PINs A wrong PIN shows "Incorrect PIN." and clears the dots. After 5 wrong PINs in a row the keypad turns off and counts down: "Too many wrong PINs. Try again in 1:00." The next wrong PIN turns it off for 5 minutes, then 15. - Wrong PINs in Manager access on this POS count towards the same lockout. - The count starts again after 15 minutes without a wrong PIN, or when a manager signs in. A staff member signing in doesn't reset it. - Only this POS is locked out. Other POS devices keep trading. To end a lockout sooner, an admin selects Clear lockout on the device's row under Users → POS devices. Then reload the page on the POS. Managers A manager signs in with their 6-digit PIN like anyone else. To open Manager, or approve a refund or a cancel, they enter it again in Manager access: "Enter your manager PIN. Ask a supervisor if you don't have one." A 4-digit staff PIN never opens Manager access. Stores without staff PINs Until an admin adds the first staff member, the POS doesn't ask for a staff PIN. Lock asks first: "Lock POS?" "A manager's PIN will be required to unlock it." Select Lock POS. The screen then reads "This POS is locked" and "Locked at 3:12 pm. A manager's PIN unlocks it." The POS device PIN unlocks it, as before. If something is not right | What you see | What to do | |---|---| | "Incorrect PIN." | Check the PIN and try again. | | "Enter your staff PIN" | You entered 5 digits. Staff PINs are 4 digits and managers' 6. It doesn't count as a wrong PIN. | | "Too many wrong PINs. Try again in …" | Wait for the countdown, or ask an admin to Clear lockout. | | "Too many incorrect PINs. Try again shortly." | The countdown has finished. Enter your PIN again. | | "Starting the POS" and "Checking how this POS unlocks…" stays on screen | The POS can't reach mypreorder. Check the internet connection. | | You're back on the sign-in screen mid-shift | The page reloaded, 14 hours passed, or you were set to Inactive. Sign in again, or ask an admin. |

Last updated on Oct 16, 2026

Start the till and count the float

Start the till at the beginning of a shift so the POS knows how much cash is in the drawer. You confirm the float the last close left, or count it. You only see the till once an admin has turned on cash management. See Turn on the till (cash management) for your POS. When the POS asks After you sign in with your staff PIN, the POS shows Start the till if this device's till hasn't been started. On a POS without staff PINs, it asks when the POS starts. It shows the float carried from the last close, for example "Float carried from the last close (Z #41, yesterday 3:12 pm, Sam):" and the amount. A till that has never been closed says "No float carried: this till hasn’t been closed before." and offers $0.00. Start the till: the float carried from the last close, with Confirm $200.00, Count it and Not now Confirm the float If the drawer holds the float the last close left, select Confirm. The button shows the amount, for example Confirm $200.00. Count it 1. Select Count it. 2. Count the cash in the drawer and type the total in Cash in the drawer now. 3. Select Start with $…, which shows the amount you typed. Back returns to the carried float. Done looks like: the prompt closes and the top bar's Till button reads Till · open. Select it to see, for example, "Open since 6:58 am · opened by Sam · float $200.00". Not now Not now puts it off until the next person signs in. On a POS without staff PINs, until the POS is reloaded. Selling isn't held up: "Not now: the till starts on its own with this float at the first sale." A till started by a sale reads "Started by a sale" in the Till sheet, with the carried float. The next person to sign in is asked again, and can still confirm or count the float. Once cash has been paid in, paid out or refunded on it, the POS stops asking: from then on, the float stays as it was. If that happens while someone is counting, the POS says so: The till was already going, "…and cash has moved since, so the float stays at that. Your count wasn't used." Select OK. If the drawer really holds a different amount, it shows as over or short when you close the till. Start it later Select Till in the top bar. A till nobody has started says "Nobody has started the till since it was last closed. The first sale starts it with the float carried over ($200.00)." Select Start the till, then Confirm or Count it. Who can start the till Any staff member signed in with their own PIN. A manager isn't needed. The till records who started it and how: confirmed or counted. On a POS without staff PINs, it records the device. See Sign in to the POS with your staff PIN, switch and lock. If something is not right | What you see | What to do | |---|---| | "Sign in with your staff PIN first." | Your sign-in has ended, so the POS locks. Sign in again and start the till. | | "That amount is too large." | The most you can enter is $20,000. Check the amount. | | "The till could not be started. Please try again." | Try again. If it keeps happening, contact us. | | The carried float is wrong | Select Count it and type what is really in the drawer. | | No Start the till and no Till button | Cash management is off for your store. An admin turns it on in Users → POS devices. |

Last updated on Oct 16, 2026

Pay cash in or out of the till

Record cash you take out of the drawer or put into it, so the till still balances when you close it. For example, paying for milk from the drawer, or topping up change. The till must be on and started. See Start the till and count the float. Pay cash out 1. Select Till in the top bar, then Paid out. 2. Type the Amount. 3. Choose a Reason: Supplies / stock, Petty cash, Tips paid out or Other. 4. Add a Note if you like. With Other it's required: say what the cash was for. 5. Select Open drawer & record $…, which shows the amount. The drawer opens. Take the cash out and close the drawer. Pay cash in The same, but select Paid in. The reasons are Change top-up and Other. Paid in: the Amount, the Reason (Change top-up or Other), an optional Note, and Open drawer & record What is recorded - The amount, reason, note, time and who did it: the staff member signed in, or the device on a POS without staff PINs. - The Till sheet lists it under Cash drawer, for example "− Paid out: Supplies / stock, milk (Sam)", and Expected in drawer goes down (or up, for a paid in) by the amount. - The X and Z reports list each one with its reason, note and who did it. See Check the till during a shift: the X report. A paid in or out can't be changed or deleted. If you recorded the wrong amount, record the opposite (a Paid in to undo a Paid out) with Other and a note saying why. Limits - The amount must be more than $0 and no more than $20,000. - A note can be up to 120 characters. - Any staff member signed in can do it. A manager PIN isn't needed. If something is not right | What you see | What to do | |---|---| | Open drawer & record stays greyed out | Type an amount and choose a reason. With Other, add a note too. | | "Add a note to say what it was for." | Other needs a note. | | "Choose a reason." or "Enter an amount." | Choose a reason, and type an amount above $0. | | "Sign in with your staff PIN first." | Your sign-in has ended, so the POS locks. Sign in again and record it again. | | No Paid in or Paid out in the Till sheet | The till hasn't been started. Select Start the till first. | | "Recorded. No cash drawer opens for this till, so use the key." | It's recorded: don't record it again. Open the drawer with the key. To have it open next time, the receipt printer at this till needs Cash drawer ticked, with Opens for set to this device or Every POS device. See The cash drawer doesn't open, or the till won't print. Don't record it again. |

Last updated on Oct 22, 2026

Check the till during a shift: the X report

Check how the till is going without closing it. The Till sheet shows the takings so far and the cash that should be in the drawer. Print X prints them as an X report, and the till stays open. Open the till Select Till in the POS top bar. It reads Till · open while the till is open. The top of the sheet says when it opened, who opened it and the float, for example "Open since 6:58 am · opened by Sam · float $200.00". A till nobody started reads "Started by a sale". Select ✕ to hide the sheet. That leaves the till open. Close till is the cash-up. Takings so far (X) Each tender taken on this POS device, with the number of payments and the amount, then the Total: - Cash - EFTPOS: the pinpad linked to the POS - Card (own terminal): card payments taken on a terminal that isn't linked to the POS - Other / not recorded Cash drawer Opening float, + Cash sales, − Cash refunds when there are any, and each paid in and out with its reason, note and who did it. The last line is Expected in drawer: the cash the drawer should hold now. The Till sheet on the POS: Open since 9:00 am · opened by Jordan · float $200.00; Takings so far (X) with Cash (1) $13.70 and Total $13.70; Cash drawer with Opening float $200.00, + Cash sales (1) $13.70 and Expected in drawer $213.70; then Paid in, Paid out, Print X and Close till Cash refunds made on this POS come out of this drawer, even for a sale another device took. The sheet refreshes every minute and after each till action. Print an X report Select Print X. The POS says "The X report is printing. The till stays open." Printing an X changes nothing, so print as many as you like. Any staff member can. It shows: - X REPORT and "Not a close: the till stays open", the store, the device, and when the till opened and by whom. - SALES: orders paid, gross, discounts, complimentary, fees and surcharges, net sales and GST. - TAKINGS by tender, REFUNDS, and COMPLIMENTARY items given. - CASH DRAWER down to Expected in drawer. - ACTIVITY: No sales and drawer opens. BY STAFF: each person's takings, when you use staff PINs. It ends "This device only. Online and kiosk orders are in the portal Sales Summary." Where it prints 1. The printer with Cash drawer ticked whose Opens for is this POS device; else 2. a printer with Cash drawer ticked that opens for Every POS device; else 3. your docket printer named 1, the one that prints every order. Never a label printer, a KIOSK printer, or a printer with another name such as KITCHEN. Print X is greyed out No printer fits that rule. Under the buttons the POS says "To print X and Z reports here, tick Cash drawer on this till’s receipt printer in the merchant portal (Settings › Printers)." Go to Settings → Printers, edit the receipt printer at this till and tick Cash drawer. See Connect a cash drawer to the POS. The POS picks it up within a minute. The figures on screen work either way. If something is not right | What you see | What to do | |---|---| | "No printer is set up for this till. In the merchant portal, Settings › Printers, tick Cash drawer on the receipt printer at this till." | Tick Cash drawer in Settings → Printers, as above. | | "It could not be sent to the printer. Please try again." | Try again. | | Print X worked but nothing printed | Check the printer is on and online. See The cash drawer doesn't open, or the till won't print. | | A sale is missing from the takings | A till holds payments taken on its own POS device. Another device's sales are on its till. Kiosk and online orders are in Reports → Sales Summary. |

Last updated on Oct 22, 2026

Find or reprint a past cash-up

Every time a POS till closes, the merchant portal keeps its Z report. Find it under Reports → Cash-ups to check a past day, see what was over or short, or print the Z report again. Cash-ups shows only while cash management is on for your store. See Turn on the till (cash management) for your POS. Find a cash-up 1. In the merchant portal, go to Reports → Cash-ups. It opens on the last 7 days. 2. Choose the From and To dates, and a Device, or All devices. 3. Select View. Reports › Cash-ups in the merchant portal for 15 Oct 2026: From and To, Device All devices, View and Help, then one row per till session with Z #, Device, Opened, Closed, Float, Expected, Counted, Over / short (Balanced) and Banked, and a note to select a Z number to see the stored report and reprint it Cash-ups are listed by the day the till closed, newest first, in your store's time. A till opened in the evening and closed after midnight is on the closing day. Tills still open come first, whatever the dates. Their Z # reads Open, Closed reads Still open with the live expected cash ("Live: expected $…"), and Over / short reads Not counted yet. What each row shows - Z #: the Z report's number. - Device: the POS device login. - Opened and Closed: when, and who, if you use staff PINs. "(started by a sale)" means nobody started it: the first sale did. - Float: the float it opened with. - Expected: the cash the drawer should have held. - Counted: what staff counted at the close. - Over / short: counted minus expected. Balanced, Over $… or Short $…. - Banked: the cash counted less the float left for the next till. View the Z report Select the Z number. Z report #42 opens, showing the Z report as it printed. It was stored at the close and never changes. It also shows the float left, the close note, sales, takings by tender, refunds, each paid in and out, and who did what. For a till still open, select Open to see a live X report, Till still open (X). Reprint at the till 1. Open the Z report. 2. Select Reprint at the till. The portal says "The Z report is printing at the till". It prints marked REPRINT at the printer of the till it belongs to: 1. the printer with Cash drawer ticked whose Opens for is that POS device; else 2. a printer with Cash drawer ticked that opens for Every POS device; else 3. your docket printer named 1, the one that prints every order. Never a label printer, a KIOSK printer, or a printer with another name such as KITCHEN. If something is not right | What you see | What to do | |---|---| | No Cash-ups in Reports | Cash management is off. An admin turns it on in Users → POS devices. | | "No cash-ups for the selected dates." | Widen the dates. Cash-ups are listed by the day the till closed. | | "No printer is set up for Front counter. In Settings › Printers, tick Cash drawer on the receipt printer at that till (Opens for: that device, or every device), then reprint." (with your device's name) | Go to Settings → Printers, edit the receipt printer at that till and tick Cash drawer. Then reprint. See Connect a cash drawer to the POS. | | "It could not be sent to the printer. Please try again." | Try again. | | A till shows Open from days ago | Nobody has closed it. Close it on that POS: Till → Close till. Its Z report covers everything since it opened. See Close the till and print the Z report. | | "Cash-ups are not available yet." | Contact us. |

Last updated on Oct 22, 2026

Mark a product sold out or count stock on the POS

Take a product off sale, or put it back, from the POS when you run out. You can also keep a count of how many are left. Any staff member can do it, with no PIN. Open Products and stock Select Products in the top bar (on a narrow screen, Staff tools → Products and stock). Choose a category on the left, or type in Search all products to look through every category. Back to the menu returns to the order. Mark a product sold out Each product has three buttons: - In stock: on sale. - Sold out today: off sale until the store's daily reset, then back on by itself. - Sold out: off sale until someone puts it back In stock. Tap the one you want. The change is saved straight away. Products on the POS, Cakes & Pastries: a note on Sold out today and Sold out, then the Product, Price, Availability and Stock count columns, with Almond Croissant at $7.00, its In stock, Sold out today and Sold out buttons, and a count of 5 with − and + Sold out now, at the top of the categories, lists everything that's off sale, with how many. Use it to put things back at the start of a day. When nothing is off sale it says "Nothing is sold out." Count stock At stores with stock control, a product that isn't counted shows Not counted and Count stock. 1. Select Count stock. 2. Type how many are left in How many? and select Save. Each order then takes from the count, and the product sells out by itself at 0, showing None left. Low shows at 5 or fewer. - − and + change the count by one. - Tap the number to type a new count, for example after a delivery. - Tap the number, then Stop counting, to stop keeping a count. A counted product with none left can't go back In stock until you add to the count. A counted product marked Sold out today comes back at the daily reset only if it has a Reset Stock Level To quantity in the merchant portal. Products you can't change here VIP only, Wholesale only and Staff only products show their setting and "availability is changed in the portal". Change those in the merchant portal: see Mark a menu item sold out. When customers see the change - The POS: straight away. - The website, the apps and your kiosks: the next time they load the menu. A menu page that's already open picks it up within a couple of minutes. If something is not right | What you see | What to do | |---|---| | "Products and stock are for staff logins." | The browser is signed in with something other than a POS device. Sign in with the POS device's login. | | No Count stock | Your store doesn't have stock control. Contact us to turn it on. | | In stock is greyed out | The product is counted and none are left. Add to the count first. | | "That change could not be saved. Please try again." | Check the internet connection and tap it again. | | A product still shows on the website | Wait a couple of minutes, or reload the page. |

Last updated on Oct 16, 2026

Give a customer a tax invoice from the POS

Give a customer a tax invoice for their order from the POS. Open the order, select Tax invoice, then email it, print it at the till or download the PDF. Any staff member can: no manager PIN. When a customer needs one A tax invoice isn't needed for every sale, only when the customer asks for one. In short (a summary, not tax advice): - Australia: a business registered for GST must give a tax invoice within 28 days of a request, for a sale over $82.50 including GST. - New Zealand: a GST-registered business must give taxable supply information within 28 days when a GST-registered customer asks, for a sale over $200. The POS offers one on any paid order, whatever the amount. Many customers already have it. Once your number is set, the order confirmation email attaches the PDF and says "Your tax invoice is attached (PDF)." That covers online orders, and POS and kiosk orders where the customer gave their email. Customers can also select Download invoice on the order in the app once it's ready. Before you start If your store is registered for GST, its number must be in the merchant portal: your ABN in Business Number in Australia, or your GST number in New Zealand. Without a valid one the POS won't issue a tax invoice. See Update your store details, ABN, GST number and socials. Open the order 1. Select Orders in the POS top bar. 2. Find the order under Open or Completed and select it. For an older order, search for its order number and select Look on other days. 3. Select Tax invoice. It shows on any paid order that isn't cancelled, from today or another day. Right after a sale, the order's confirmation screen has the same Tax invoice button. The merchant portal can give one for any order too: Reports → Orders by Creation Date, then Actions → Generate Invoice on the order's row. Email it The box shows the customer's email on the order. Change it if they want it sent somewhere else. When the order has no email, the box is labelled Customer’s email and is empty. Ask the customer and type it in. The address is kept on the order for next time. No account is made for them. Tax invoice · #1042 on the POS: $13.70, an empty Customer's email box with Send and No email on this order yet, then or, Print at the till, Download PDF and Close Select Send. Done looks like Tax invoice sent and "Sent to … for order #1234." The email comes from your store, with a subject like "Tax invoice for order #1234 from" your store's name and the invoice attached as a PDF. Replies go to your store's Email Address, if you've set one. Print it at the till Select Print at the till. Done looks like "Sent to the receipt printer." It prints on: 1. the printer with Cash drawer ticked whose Opens for is this POS device; else 2. a printer with Cash drawer ticked that opens for Every POS device; else 3. your docket printer named 1, the one that prints every order. Never a label printer, a KIOSK printer, or a printer with another name such as KITCHEN. When no printer fits, the button isn't shown. See Connect a cash drawer to the POS. Download the PDF Select Download PDF to save it, or print an A4 copy from the tablet or PC. The file is Invoice_<order number>.pdf. What's on it - TAX INVOICE, your store name, ABN (in New Zealand, your GST number), address and phone. - The order number as the invoice number, the date, and the name on the order. - Each item with its GST. GST-free items show no GST. Then the total and the GST it includes. - A promo code or discount is a line of its own, with the GST it takes off. A code for some items only, such as "50% off Food", takes GST off those items only: on GST-free food it takes none. - Partly refunded: the sale as it was made, then "Refunded $X on" the date. For larger sales ($1,000 or more in Australia, over $1,000 in New Zealand) the buyer's details are also needed. The invoice shows the name on the order, but it has no place for the buyer's ABN. Not registered for GST: when Registered for GST is No in your store details, the dialog says "This store isn’t registered for GST, so it’s an invoice with no GST." The customer gets a plain INVOICE that says "No GST has been charged." The order's button still reads Tax invoice. If something is not right | What you see | What to do | |---|---| | No tax invoice for #… and "This store has not added its ABN, so it cannot issue a tax invoice yet." | The Business Number is empty, all zeros or mistyped: the POS checks it is a real ABN. The dialog adds "A manager can add it in the merchant portal: Settings › About." Fix Business Number there. | | "This store has not added its GST number, so it cannot issue a tax invoice yet." | New Zealand: enter your GST number (your IRD number, not your NZBN) in Settings → About. | | "This order was refunded in full, so it has no tax invoice." | Nothing was sold in the end, so there's nothing to invoice. | | "Nothing was charged for this order, so it has no invoice." | The order came to $0.00, for example every item was complimentary. | | "No receipt printer here can print it. Download the PDF instead." | No printer fits the rule above. Download the PDF, or tick Cash drawer on the till's printer. | | "The email could not be sent. Try again, or download the PDF." | Try again, or print it instead. | | No Tax invoice button | The order isn't paid yet, or it was cancelled. Take payment first. See Find and take payment for orders on the POS. |

Last updated on Oct 22, 2026

Make an item complimentary on the POS

Make one item on the current order free, for a reason, such as the free coffee on a customer's paper loyalty card. You do it on the order before you check out. Make an item complimentary 1. Add the item to the order as usual. 2. Tap the item's line on the order, on its name or price. The line highlights and Comp appears under it. 3. Select Comp. 4. Choose a reason: Loyalty card, Complaint / remake, Staff, Promotion or Other. 5. Add a note if you like, for example "10th coffee, card collected". Other needs a note. 6. Select Make complimentary. Make Latte complimentary on the POS: $5.20 comes off the order, extras included; the reasons Loyalty card, Complaint / remake, Staff, Promotion and Other; Note (optional); then Cancel and Make complimentary Done looks like the line showing Comp · Loyalty card (or the reason you chose), with its price struck through and $0.00. The total drops by the item's price. Tap the line again, or another line, to close its actions. How it works - One at a time. On a line of 3, one is split off as its own free line. The dialog says so, for example "$5.50 comes off the order, extras included. The other 2 stay at full price." To give two away, comp the line twice. - As many per order as you need. - Full price, extras included. Milk, extra shots and other choices are free too. - No manager PIN. Any staff member can. - Before the order is placed. A placed order can't be comped. If the customer has paid, refund the item instead: see Refund or cancel an order on the POS. - Discounts apply to what's paid for. A promo code or percentage discount leaves the free item alone, and a free item doesn't count toward a minimum order. It earns no loyalty points. - Everything free? The total is $0.00 and there's no payment to take. A free line has no − and +. Its bin takes it off the order. Undo it Before you place the order, tap the free line and select Remove comp. The item goes back to full price, back in its line. Use a tablet or PC Comp is on the order down the left of the menu screen, which a tablet or PC shows. A screen as narrow as a phone shows the order as a bar instead, with no Comp. Where it shows - On the POS: Comp · and the reason on the line, at checkout, on the confirmation and on the Orders screen. A Complimentary (1) line above the total shows the amount given. - The customer's confirmation email, if they gave one: the line says "Complimentary – Loyalty card" and the note, and the totals have a Complimentary items line. - Tax invoices: the item at $0.00, marked (complimentary). - Printers: a label printer prints COMP in place of the price. The kitchen docket doesn't change: it has no prices. - The till: the X and Z reports show Complimentary under SALES and the items given under COMPLIMENTARY. See Check the till during a shift: the X report. - Reports → Sales Summary: a row per reason under Rewards / Discounts, such as "Complimentary: Loyalty card (3)", then Complimentary Total, and Total Complimentary under Summary. See Find your sales figures for a date range. Each comp is recorded with the order, its reason and the POS device it was made on. If something is not right | What you see | What to do | |---|---| | No Comp when you tap a line | The item is already $0.00, account credit or a VIP tag, or the screen is too narrow. | | "Add a note to say why." | You chose Other. Type a note. | | "This item is sold in multiples and can't be made complimentary." | One on its own isn't a valid order line. Leave it at its price. | | "This item can't be made complimentary." | Account credit, VIP tags and a promo code's free item can't be given away. | | "This item is already free." | It's $0.00 already. Nothing to do. | | The order is already placed and paid | Refund the item instead. See Refund or cancel an order on the POS. |

Last updated on Oct 16, 2026

Sign a customer up at the POS or Kiosk

Sign a walk-up customer up for your VIP club, or sell them account credit, at the POS. Customers can do the same for themselves at a kiosk. The membership or credit goes on the customer's own account, found or made from their email. Before you start You need a product that signs people up. In Menu Builder → Menu, edit the product and select Show advanced settings: - Add VIP Tag: Yes makes buying it a VIP club membership. - Add Credit: the amount of store credit buying it adds to the customer's account. See Add a product to your menu. Sign a customer up at the POS 1. Add the signup product to the order, with anything else they're buying. 2. Select Checkout · $X. 3. Under Customer, enter their Name and Email. The email reads (required for this order). 4. Take payment. For credit, use EFTPOS or Cash: credit can't go through as Other. A VIP membership with no credit can be paid any way the POS offers. The Customer box at the POS checkout: Name, Email (required for this order), Mobile (optional) and Order note (optional) See Take payment on the POS: EFTPOS, cash or other. A signup product can't be made complimentary. Or make them a customer first Before you take the order, select Find customer, then New customer, and make their account with their permission. The order is theirs from the start: it earns their points, promo codes for a first order work for them, and checkout already has their name and email. Then add the signup product and take payment as above. See Find a customer and add them to a POS order. At a kiosk The customer adds the signup product and enters their own email at checkout, where it reads (required for this order). Credit must be paid by card on the kiosk's terminal, not At the counter. What the customer gets - A member, who already signs in with that email: the membership or credit goes on their account. No email is sent. - Anyone else: mypreorder sets up an account for the email (or uses the one from an earlier guest order), puts the membership or credit on it, and emails "Welcome to the [store] VIP club: set your password" (or "Welcome to [store]: set your password" for credit only). Set your password in the email works for 7 days. After that, they use Forgot password with the same email. Either way the order is filed under their account. The name and mobile typed at the counter stay on this order and never change an existing account. Points for joining. If your loyalty reward gives Points awarded on joining VIP, a new VIP gets them with this order, once. When the customer is on the order (added with Find customer or New customer), they can spend them straight away: the free item comes off at checkout, even for a guest, whose chip says "joining reward in this order; other points once a member". With only their email typed at checkout, the points arrive with the order, for their next visit. See Set up a loyalty reward. Once they've set a password, they sign in on your website or app with that email to see their credit and VIP prices. You can check it in the merchant portal: see Look up a customer and manage their account. Next time they're at the counter, find them with Find customer so the order gets their VIP prices and earns their points, whether or not they've set a password yet. See Find a customer and add them to a POS order. If something is not right | What you see | What to do | |---|---| | "Enter the customer's email to join: we'll set up their account and email them a link to set their password" | Enter the customer's email. It's required for a signup. | | "Enter your email to join: we'll set up your account and email you a link to set your password" | The kiosk's version: the customer enters their email. | | "Take cash or EFTPOS for credit: it can't go through as Other." | Choose Cash or EFTPOS. | | "Pay by card for credit: it can't be paid at the counter." | On a kiosk, credit must be paid by card. | | The customer didn't get the email | Check the spelling of the email on the order, and their junk folder. They can use Forgot password on your website. |

Last updated on Oct 22, 2026

Use manager mode on the POS

Manager mode holds the POS settings and actions that need a manager. Open it with a manager's PIN, and it closes by itself when nobody touches it. Open manager mode 1. Select Manager in the top bar (on a narrow screen, Staff tools → Manager). 2. Manager access asks: "Enter your manager PIN. Ask a supervisor if you don't have one." Enter it and select Enter. Which PIN: once your store has a Manager under Users → Staff, it's that Manager's own 6-digit staff PIN. Before then, it's the POS device's PIN (Device PIN on its row under Users → POS devices). A 4-digit staff PIN never opens it. See Give staff their own PIN for the POS and Kiosk. Changed your mind? Cancel — back to ordering returns to the order you were building, as you left it. Done looks like an amber Manager mode bar with the manager's name and "exits automatically after 3 minutes of inactivity". Exit goes back to the order. A refund running on the terminal keeps it open until it finishes. What's in it Manager mode on the POS: the Manager mode bar with Exit, then Store, Online order alerts on this POS, Cash drawer, Terminal and Device Last order on this device, the last order this POS put through (until the page is reloaded): - Reprint docket sends its docket to your printers again, when your store has a docket printer. Any of today's orders can be reprinted from Orders too. - Reprint card receipt prints the customer's EFTPOS receipt at a Linkly terminal. - Refund this order, card-present: the customer must be there. To refund any of today's orders, use Orders: see Refund or cancel an order on the POS. Store shows "Open · taking orders" or "Closed". Close store stops orders everywhere: online ordering, the apps and every kiosk. Tap it, then Tap again to close the store. Open store starts them again the same way. See Open or close your store for online orders. Online order alerts on this POS are saved on this device, so a back counter can be quiet while the front one chimes: - Show new online orders: the panel that pops up on any screen. - Play a sound: one chime for each new online order. - Test sound: plays the chime. Not heard? Check the tablet's volume. Cash drawer: No sale: open the cash drawer opens it at the docket printer, recorded with your name. The POS says "Sent. The drawer opens in a moment; if it doesn't, use the key." Terminal: Check terminal asks a Linkly pinpad whether it's responding. Pair terminal again pairs a new or swapped pinpad: see Pair a Linkly pinpad again. A Tyro terminal shows a note instead, because Tyro authorises it. Device: - Diagnostics: build, device, network and push details, for when we're helping you. Opening it leaves manager mode, so enter the PIN again to come back. - Sign out this device: tap it, then Tap again to sign out. Signing back in needs the POS device's email and password, so the POS can't take orders until someone with them comes. When it closes Manager mode exits after 3 minutes without a tap, when you select Exit, and when someone selects Lock or Switch. The PIN screen itself goes back to the order after a minute untouched. If you go to another screen (the till, Orders) without selecting Exit, manager mode stays open for about 4 minutes. Come back later than that and the POS asks for the PIN again, saying "Manager mode timed out. Enter your manager PIN to carry on." It also closes after 15 minutes in all, however busy you are. If something is not right | What you see | What to do | |---|---| | "Incorrect PIN." | Check the PIN. It's 6 digits. | | "Too many incorrect PINs." and "Try again in" a countdown | Wait for it, or ask an admin to select Clear lockout on the device's row under Users → POS devices. | | "Manager mode timed out. Enter your manager PIN to carry on." | Manager mode closed while you were on another screen, or reached its 15 minutes. Enter the PIN, then select what you wanted again (No sale, a refund): it wasn't done. | | "No printer opens a cash drawer for this POS. Set one up in Settings > Printers." | No printer has Cash drawer ticked for this POS: its Opens for may name another device. It's in Settings → Printers. See Connect a cash drawer to the POS. | | "No card terminal is configured for this device. Orders are taken without EFTPOS." | No pinpad is assigned to this POS device. See Connect a Linkly EFTPOS pinpad to a POS or Kiosk. | | No Last order on this device | The POS hasn't taken an order since the page was loaded, or there's nothing to do with it: no docket printer and no terminal for a refund or reprint. | | "This browser didn't play it yet. Tap Test sound again." | Browsers play sound only after a tap. Tap Test sound again. |

Last updated on Oct 22, 2026

Set up a tablet or PC for the POS

Set up the tablet or PC the POS runs on, so it stays signed in and shows the staff tools in the top bar. The POS is a website, so the browser's settings matter. What you need - A tablet (10 inches or larger, used in landscape) or a PC. - Chrome or Microsoft Edge. - A POS device login for this tablet. Give each tablet its own: two tablets on one login share one till. See Add a POS or Kiosk device. - The POS address, the same for every brand: https://pos.mypreorder.com Nothing plugs into the tablet: the EFTPOS terminal and the printer reach it over the internet. See How the POS hardware connects at your counter. Set up the browser 1. Use a normal window. Not a guest, InPrivate or Incognito window, and not Edge's kiosk mode: those forget the sign-in when they close. 2. Keep site data when the browser closes. In the browser's privacy settings, make sure it doesn't clear cookies and site data on close. 3. Go to https://pos.mypreorder.com. 4. Open it full screen, with no address bar or browser tabs. Install it as an app: - Android tablet (Chrome): tap ⋮ at the top right, then Add to Home screen (on some tablets, Install app). If it offers Install or Create shortcut, choose Install. Then open the POS from its icon on the home screen. - Chrome on a PC: ⋮ → Cast, save, and share → Install page as app. - Edge: ⋯ → Apps → Install this site as an app. The installed POS opens in its own window, like an app. On a PC you can also press F11 for full screen. Then sign in and pair the terminal: see Sign in a POS or Kiosk and pair the EFTPOS terminal. Is there an Android app? Not yet. An Android app is planned. Until then, install the POS from Chrome as above: it opens in its own window, without browser tabs. Running the POS as a web app means fixes and improvements reach you as soon as they're ready, with nothing to update on the tablet. Check the screen size In landscape at 1024 pixels wide or more, the staff tools sit in the top bar: POS, Orders, Products, Lock and Manager (and Till when the till is on). On a narrower screen, such as a tablet in portrait or a phone, they're behind one Staff tools button (a spanner) at the top right. To see what the POS sees, open https://pos.mypreorder.com/about/diagnostics and look at Screen: - Viewport (CSS px): the width and height the POS works with. The width needs to be 1024 or more. - Pixel ratio: the display scaling. Windows display scaling of 150% shows as 1.5x and makes the viewport narrower. - Physical: the screen's own resolution. If the width is under 1024, turn the tablet to landscape, or lower the Windows display scaling or the browser zoom. Sound and sleep - Turn the volume up for the new online order chime. Browsers play sound only after the screen has been tapped, so tap it once when you start the day. Test it in Manager → Test sound: see Use manager mode on the POS. - The POS keeps the screen awake while it's open, where the browser allows it. Battery saver can stop that, so keep the tablet plugged in. A sign-in lasts about four weeks from the last time the POS was used, so a POS used every day stays signed in. If something is not right | What you see | What to do | |---|---| | The sign-in screen every morning | The browser forgets on close. Use a normal window and keep site data. See The POS or Kiosk asks to sign in again. | | The staff tools aren't in the top bar | The screen is narrower than 1024 pixels. Use Staff tools, or turn the tablet to landscape. | | Everything looks too big or too small | Check Screen in diagnostics, then change the display scaling or the browser zoom. | | No chime for online orders | Turn the volume up, tap the screen once, and check Play a sound is on in Manager. | | The screen goes to sleep | Turn off battery saver, keep the tablet plugged in, or set its screen timeout longer. | | The POS opens in a Chrome tab | It was added as a shortcut. Remove the icon, then add it again from Chrome and choose Install. |

Last updated on Oct 16, 2026

The cash drawer doesn't open, or the till won't print

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.

Last updated on Oct 22, 2026

Find a customer and add them to a POS order

Add a customer's account to the order at the POS, so the order is priced for them and filed under them: their loyalty points, their VIP or customer discount, and any reward they've earned. Scan the loyalty card in their app, or search by their mobile number or email. Available in POS version 4.4.0 and later. To see which version you have, select Manager, enter a manager's PIN and select Diagnostics. It's the App version under Build. Scan their loyalty card Members have a loyalty card in your app and on your website, under Account › Loyalty card: a QR code, with an 8-character code under it, such as K7Q4 9XMP. In your own app, we switch it on for you. See Tell customers about their loyalty card. - With a barcode scanner (USB or Bluetooth): scan the card on the menu or at checkout. There's nothing to open first. With a hands-free scanner in a stand on the counter, customers can scan their own card while you take the order. See Choose and set up a barcode scanner for loyalty cards. - With the tablet's camera: select Find customer, then Scan card, and hold the card up to the camera ("Point the camera at the card in their app"). The first time, allow the camera when the browser asks. - Type the code: in Scan card, type the 8 characters under the QR in Or type the code under the QR, and select Add. Capitals and spaces don't matter. The code has no O, I or L, so an O you type is read as 0, and an I or L as 1. Done looks like "Added Sarah Chen", as for a search below. A code works once and for 10 minutes: the customer's card shows a new one straight after a scan, so a screenshot of it won't work again. A scan while the POS is locked, or while an EFTPOS payment is on screen, adds nobody. Unlock it or finish the payment, then scan again. Search by mobile or email 1. Select Find customer ("Search or scan"). On a tablet or PC it's at the top of the order, above the order type. On a phone it's under the order type at the top of the menu. You can do this before or after adding items. 2. Ask for the mobile number or email on their account, type it in Mobile or email, and select Search. Type the whole number or the full email: part of one finds nobody, and there's no search by name. A mobile number works either way, 0431 117 724 or +61 431 117 724. 3. Select the right customer from the list. Find customer on the POS, Search tab with Scan card beside it: 0491 570 156 in Mobile or email and Search, then 2 found · members first: Sarah Chen (Member, VIP, Buy 9 coffees, get the 10th free 6 pts, the email partly hidden) and Sarah (Guest), New customer, and Searches and added customers are recorded with this till and the staff member signed in Done looks like "Added Sarah Chen", and the customer in place of Find customer: their initials and name, Member or Guest, VIP if they're in your VIP club, and their points in each of your loyalty rewards, by the reward's name, for example "Buy 9 coffees, get the 10th free 6 pts". With two rewards they sit side by side, as in "Coffee 8 pts · Food 3 pts". On a phone the order bar reads "3 items · Sarah Chen". The order on the POS after adding Sarah Chen: Sarah Chen · Member · VIP · Buy 9 coffees, get the 10th free 6 pts, with a chevron, under Order Choose from the list Members come first, then guests. Each one shows: - their name, Member or Guest, and VIP; - their points here, for each reward they have points in; - the contact detail you didn't search by, partly hidden: search by mobile and you see the email as "s•••@gmail.com", search by email and you see the last three digits of the mobile, "••• 724". A number or email can be on more than one account, such as a guest order from before they joined. Ask the customer which one if you're not sure. "More than 10 found" means more accounts share it than the list shows: search by their other contact detail instead. Make a new customer When someone isn't found, or wants to join your VIP club, make their account at the counter and add it to the order straight away. The order then earns their points, and promo codes for one use per customer or a first order work for them. 1. In Find customer, select New customer. It's under the search box, before or after a search. Whatever is in the search box goes into the form: an email into Email, a number into Mobile. 2. Type their Name and Email. Mobile is optional. As the form says, "They'll get a link to set a password with their receipt, so they can use the app and spend their points." 3. Tick The customer has asked us to create their account. Create and add stays greyed out until it's ticked. 4. Tick They'd like offers from [your store] by email, SMS and app notifications. only if they've said yes to offers. It starts unticked every time. 5. Select Create and add. New customer on the POS: Name Sam Lee, Email sam.lee@example.com, Mobile (optional) 0491 570 156, the line about the set-password link, The customer has asked us to create their account ticked, They'd like offers from Cafe Demo by email, SMS and app notifications not ticked, the warning naming the Spam Act 2003 (s 16), and Create and add Done looks like "Added Sam Lee as a new customer", and they're on the order as a Guest who "redeems once a member". They earn points from this order, and can spend them once they've set their password. Their receipt goes to the email you typed. Their permission Under the ticks, the form says: "Only add a customer, or tick offers, when they've said yes. Your business is responsible for having their permission: the Spam Act 2003 (s 16) needs their consent before you send them offers. Each new customer is recorded with this till and the staff member signed in, and mypreorder may turn this off for a store that misuses it." At a store in New Zealand it names the Unsolicited Electronic Messages Act 2007 (s 9). - Only make an account the customer has asked for, with their own details. - The offers tick records their consent to your offers by email, SMS and app notifications, with this POS and the staff member signed in. Leave it unticked unless they've said yes: unticked, nothing is recorded. - They can change their mind any time: every offer has an unsubscribe link, and they can change their preferences in your app or website. When they already have an account - They're already your customer: "Already a customer: Sarah Chen added to the order". Their account goes on the order, as a search would find it. Nothing you typed changes it, and the ticks don't apply. - The email has an account the POS can't show, such as someone who has only ordered from another business, or a typo that's someone else's email: "There's already an account for that email. The order will go to it." Nobody is added to the order, so their details stay private. The name and email you typed (and the mobile, if you typed one) go into the Customer card at checkout, and the order is filed under that account when you place it, as when you type an email at checkout. Promo codes for one use per customer or a first order can't be used for them at the counter. - Check the email takes you back to the form to fix a typo. - Done closes it. What changes on the order The order is re-priced for the customer straight away: - Their VIP or customer discount comes off, as it does when they order online. It shows as Discount at checkout. - A reward they've earned comes off by itself. The line shows "Reward: free (8 points)" (or "Reward: $4.60 off (8 points)") with its old price struck through, and checkout shows Rewards discount. There's nothing to press. See Set up a loyalty reward. - Promo codes for one use per customer, or for a first order, are checked against this customer. Under Discounts at checkout they can be tapped once the customer is added: see Apply a promo code on the POS. - At checkout, the Customer card shows "From Sarah's account. Remove them from the order to type someone else's details." Their name, email and mobile come from their account and can't be edited. You can still add an order note. When you place the order, it's filed under their account and earns their points. It's in their order history on your website or app, and their confirmation email goes to them, showing any reward they redeemed. A guest (someone who ordered without setting a password, or joined at the counter and hasn't set one yet) earns points but can't redeem them until they become a member. On the order they show "redeems once a member". In an order that joins your VIP club, with points for joining, it says "joining reward in this order; other points once a member": those points can be spent now. See Sign a customer up at the POS or Kiosk. Customers can't pay from their account credit at the POS yet. They can spend it when they order on your website or app. Take the customer off the order Tap the customer, then select Remove from order. At checkout, select Remove from order on the Customer card. The order goes back to normal prices, and you can type someone else's details. - Clear order takes the customer off with everything else. - Placing the order ends it: Next order starts with no customer. - Lock and Switch keep them. The next staff member's PIN brings back the same order, priced the same way. Who you can find Customers of your store, and of your other stores that share customers with it: anyone who has ordered there, signed up at the counter, or is in your customer list in the merchant portal. See Look up a customer and manage their account. Someone who has never ordered from you isn't found by a search. Their loyalty card still works: scan it. Without the card, select New customer and type their email. If they have an account, the order goes to it (see When they already have an account above), but without their discount or rewards. Every search, every card scanned and every customer added or made is recorded with this POS and the staff member signed in ("Searches and added customers are recorded with this till and the staff member signed in."). The search isn't a way to browse your customers: it only finds an exact number or email. If something is not right | What you see | What to do | |---|---| | "No member or guest has …" | Check the number or email with them, or try their other contact detail. You can still take the order without a customer. | | "That doesn't look like a mobile number" | Check the digits. "Landline numbers can't be searched. Try their email instead." | | "That doesn't look like an email address" | Check the email for a missing @ or a typo. | | "Enter a mobile number or email" | The box was empty. | | "More accounts use this email than are listed. Ask for their mobile number to narrow it down." | Search by the mobile number instead (or the email, if you searched by number). | | "Too many searches found no one on this till" or "Too many lookups found no one on this till", and "Try again at 2:45 pm. New customer waits too." | After 30 searches, card codes or new customers' emails with an account the POS can't show in an hour, this POS stops searching, scanning and making new customers until the time shown. Take the order without a customer. | | "That list is out of date. Search again." | A newer search replaced the list you chose from. Search again. | | "Remove Sarah Chen first" | A customer is already on the order, and you searched for, scanned or made someone else. Remove them, then add the other one. The other card still works. | | "Enter the customer's name." or "Enter the customer's real name." | Type their name. "Apple User" or "Google User" isn't one. | | "Enter their email." | A new customer needs an email: it's how they set their password and get their receipt. | | "That email doesn't look right." | Check the email with them for a typo. It may suggest the right spelling ("Did you mean …?"). | | "That isn't a mobile number. Leave it empty if they'd rather not." | Check the digits, or leave Mobile empty: it's optional. | | "There's already an account for that email. The order will go to it." | Nothing to do: the order is filed under that account. Select Check the email if it was a typo. See When they already have an account above. | | "That customer couldn't be added. Try again." | Select Create and add again. If it keeps happening, take their name and email at checkout instead. | | "That customer can't be added. Search again." | The account was closed or changed since you searched. | | "That card code has been used or has run out. Ask them to open their card again." | A code works once and for 10 minutes. Their card shows a new one: scan that. | | "That card wasn't recognised. Ask them to open it again, or search instead." | Ask them to close and open their card, or search by their mobile number. | | "That card can't be used here. Search for them instead." | The card is from another business's app, or the account was closed. | | "That QR isn't a loyalty card. Ask them to open Account › Loyalty card in the app." | The camera read another QR code, such as a table sticker or a payment code. | | "That isn't a card code. Check it, or search instead." or "Type the 8 characters under the QR code." | Check the code with them: it's 8 letters and numbers. | | "Camera access blocked. Allow camera access in your browser settings, then try again." | Allow the camera for the POS in the browser's site settings, then open Scan card again. Or type the code. | | "No camera available. Type the code under the QR instead." | This device has no camera the browser can use. Type the code, or use a barcode scanner. | | A barcode scanner types into the search box instead of adding the customer | The scanner may not be reading QR codes, or isn't set to work as a keyboard. See Choose and set up a barcode scanner for loyalty cards. | | A scan adds nobody on the Orders screen | A scan adds the customer only on the menu or at checkout. Go back to the order and scan again. | | The customer has points but no reward came off | They need enough points for the reward, and a guest can't redeem. A promo code that doesn't allow rewards blocks them too. | | A customer says they have an account but isn't found | They haven't ordered from you yet, or their account uses a different number or email. Select New customer and type their email: if it has an account, the order goes to it. |

Last updated on Oct 22, 2026

Apply a promo code on the POS

Give the customer one of your promo codes at checkout, such as a seniors or uniform discount. Your staff pick it from a list, so nobody has to remember the codes. Available in POS version 4.4.0 and later. To see which version you have, select Manager, enter a manager's PIN and select Diagnostics. It's the App version under Build. Apply a code 1. Add the items, then select Checkout · $X (on a phone, Review order). 2. Select Discounts. On a tablet or PC it's in the order column, above the total. On a phone it's above the total near the bottom of the checkout. 3. Tap the code. Each one shows its name, what it's worth and the code, for example "Seniors" and "10% off · SENIORS10", with its rules underneath, such as Food only (a code for some items), Pickup only, Min spend $10 or Ends 31 Oct. Discounts on the POS: Seniors and Service uniforms ready to tap; Welcome offer greyed with Min spend $15, One per customer and Find customer; Eat-in discount greyed with This order is Pickup; and Or type a code at the bottom Done looks like "SENIORS10 applied" with "Seniors · 10% off" under it, and the discount in the total. One code per order. To use a different one, select Change and tap it. A free coffee, or a percentage off one item A code that takes a percentage off one item says what it's worth and which items, for example "Free Coffee (up to $6)" or "50% off one Food item". It comes off one item only, the dearest one from its group in the order, up to its limit. With two coffees in the order, one is free. Add the coffee to the order first: with none, the code says "Add a Coffee item to use this code". Which codes are listed Every active code that works at the POS, whether or not it's on your menu for customers. Make a code for the counter only by unticking Online under Works on: see Create a promotion code. The codes your staff can use straight away come first. If you have none for the POS, checkout shows the usual Enter voucher or promo code field instead. Greyed codes - One use per customer, or a first order only. The code needs to know who the customer is. It says "One per customer" or "For the customer's first order", with a Find customer button. Find them by their mobile or email and add them to the order, then tap the code. Someone who isn't your customer yet can still use a first-order code: select New customer in Find customer, make their account with their permission, then tap the code. See Find a customer and add them to a POS order. - Another order type or menu. A code for dine-in only on a pickup order says "This order is Pickup", and can't be used. "Replaces the customer's free item" A customer you've added may have a free item on the order from their loyalty points. A code with Earn Loyalty Rewards set to No stops rewards for that order, so their free item goes back to full price. That code is marked "Replaces the customer's free item". You can still use it: ask the customer which they'd rather have. Their points aren't spent, so the reward waits for their next order. Type a code For a code that isn't listed, type it under Or type a code at the bottom of Discounts and select Apply. Take a code off Select ✕ next to the applied code. When a code isn't applied The code shows "not applied" with the reason, with Change and Remove. For example: | Message | What it means | |---|---| | "Not available at the counter" | The code isn't ticked for the POS. | | "Code is invalid or expired" | It's mistyped, inactive, or past its expiry date. | | "Code already used" | This customer has used their one. | | "Applies to your first order only" | The customer has ordered from you before. The order that joined your VIP club doesn't count. | | "Pickup orders only" | The code is for another order type. | | "Only for Food items" | The code covers some items only (a promo group), and none of them is on the order. | | "Spend $10.00 or more on Food items to use this code" | The code's minimum spend counts only the items it covers. See Limit a promotion code to some items with a promo group. | | "Add a Coffee item to use this code" | A free-item code (a percentage off one item) has nothing from its group on the order, or the customer's loyalty reward has already made it free. Add one. | | "Add another item to use this code" | A "lowest value item free" code gives one item free with another, so the order needs two. | | "Promo codes aren't turned on for this store" | Promo codes are switched off for your store, so no code works. Contact mypreorder support to turn them on. |

Last updated on Oct 22, 2026

Take a card over the phone (keyed card)

Take a customer's card over the phone, or when the EFTPOS terminal isn't working, by typing its details into the POS. Card (keyed) charges the card through your store's own online payment gateway and marks the order paid. Available in POS version 4.4.0 and later. To see which version you have, select Manager, enter a manager's PIN and select Diagnostics. It's the App version under Build. Before you start Card (keyed) needs: - Online payments switched on at your store, through your own online payment gateway. It isn't available on mypreorder's shared gateway. - No third-party POS integration. It isn't offered at a store linked to a point-of-sale system under Settings → POS Integration (Kounta or Square, for example). It's for the POS only. The customer app and the kiosk never offer it. Who carries the risk A keyed card has no check by the customer's bank (no 3-D Secure), so you carry the risk if the cardholder disputes the payment. A chargeback comes to you through your payment gateway, as it would for a card keyed in your gateway's own dashboard. Take keyed cards from customers you can reach, and keep the order's details. Typing card details into any web form, this one included, comes with your own PCI DSS self-assessment. Your payment gateway or bank can tell you which questionnaire applies to you. Switch it on 1. Open Menu Builder, then Order Types & Payments. 2. In the POS column, tick Use different settings if it isn't ticked already. Card (keyed) stays off while the POS follows the customer app, and its cell says "Tick Use different settings above to switch it on." 3. Tick Card (keyed) in the POS column. 4. Select Save Changes. Done looks like "Order types and payments saved". The POS offers it at the next checkout, with no need to sign out. For the rest of the grid, see Choose how POS and Kiosk customers order and pay. If the POS cell can't be ticked, it says why: | The cell says | Why | |---|---| | Off: needs your own online payment gateway | Your store takes online payments through mypreorder's shared gateway. Contact us about setting up your own. | | Off: online payments are off at this store | Online payments aren't switched on for your store. Contact us. | | Off: not available with your payment gateway yet | Card (keyed) works with some payment gateways only, for now. | | — Not with your POS integration | Your store is linked to a third-party point-of-sale system. | Take a keyed card at checkout 1. Add the items, then select Checkout · $X. 2. Under Customer, enter the customer's Name. 3. Under Payment, choose Card (keyed). It says "You type the card's details next, after Place order." 4. Select Place order · $X. The POS checks the order first, then opens Card (keyed). The POS checkout: Payment with EFTPOS, Cash and Card (keyed) selected, You type the card's details next, after Place order, and Place order · $8.50 5. Type the Card number, Expiry, CVC and Name on card as the customer reads them out. 6. Select Charge $X and place order. Card (keyed) on the POS: the order's total of $8.50, then Card number (a test card), Expiry 12/30, CVC hidden and Name on card, the note that it clears after 60 seconds without typing and when the POS locks, then Back to the order and Charge $8.50 and place order Done looks like the usual confirmation: Order placed, with the order paid. If the order has an online surcharge, the card form says so: "Includes the $X online surcharge, shown on the order's totals." In Australia that's nothing since 1 October 2026. Take a keyed card for an order in Orders For an order that's waiting for payment, such as a phone order put through with Other: 1. In Orders, select the order, then Take payment · $X. 2. Choose Card (keyed): "Type the card's details: a phone order, or EFTPOS is down". 3. Type the card's details, then select Charge $X. Done looks like "#1234 is paid" with "Card (keyed) · Visa ····1111". No surcharge is added here. The card's details aren't kept The POS is a shared device, so the card form: - clears after 60 seconds without typing, and when the POS locks; - never offers to save the card, and masks the CVC; - keeps only the card type and its last 4 digits once it's charged. What the messages mean | What you see | What to do | |---|---| | Card declined | The customer's bank declined it, with the reason below. Check the details and type the CVC again, or ask for another card. | | No answer from mypreorder | The connection dropped. Check it, then select Charge again. The POS checks first, so the card is never charged twice. | | Payment unconfirmed | Your payment gateway didn't answer, so we can't tell whether the card was charged. Look in your payment gateway's dashboard before charging again. Select Check again, or Start a new payment once you're sure it wasn't charged. | | "Too many declined cards. Use EFTPOS, or try again at 2:45 pm." | Three cards were declined on this POS within 10 minutes, so keyed cards are paused on it for 15 minutes. That stops someone testing stolen card numbers. EFTPOS and cash still work. | | Charged and refunded | The card was charged, but the order didn't go through, so the card was refunded. Try again. | | "Refund $X in your payment gateway's dashboard." | The card was charged, the order didn't go through, and the refund to the card failed too. Refund it in your payment gateway's dashboard. mypreorder has been alerted. | | "This order was already paid or cancelled. The card was refunded." | Someone else paid or cancelled the order while you were charging. Nothing more to do. | | "A keyed card payment can be up to $2,000.00. Use EFTPOS for this one." | Keyed cards are limited to $2,000 a payment. The minimum is $1. | | "Take cash, EFTPOS or a keyed card for credit: it can't go through as Other." | The order sells account credit. A keyed card can pay for it. | Refunds and cancelling A keyed card is refunded to the same card, through your payment gateway, from the POS Orders screen with a manager's PIN, as any other refund. The POS says "Refund $X to the card", then Refund to the card. It can take a few days to show on the customer's statement. A keyed card payment is refunded once, so choose the full amount you need. Cancelling a paid keyed order refunds the card first, then cancels the order. A refund from the kitchen display goes back to the card too. A card payment can be refunded only once from the POS. After a part refund, the POS says what's still on the card: refund that in your payment gateway's dashboard. Cancelling the order then goes ahead without a second refund, and says the same. If the refund fails, the POS says "The refund to the card didn't go through. Try again, or refund it in your payment gateway's dashboard." See Refund or cancel an order on the POS. The till and reports - The till: Card (keyed) is a tender of its own in the X and Z reports' takings. It's paid into your payment gateway, not the drawer, so it isn't in Expected in drawer, and the X report says so. Where staff sign in with their PINs, the Z report shows who took it. - Sales reports: keyed sales are listed as Online - Card keyed at the POS (KEYED), and the order's payment shows as Card (keyed). - The docket says PAID - CARD. - Your mypreorder statement counts a keyed sale as an online order. The money settles in your payment gateway account, as your online orders do.

Last updated on Oct 22, 2026

Tell customers about their loyalty card

Members have a loyalty card in your app and on your website. They show it at the counter, staff scan it, and the order earns their points, takes their VIP or customer discount, and redeems any reward they've earned. See Find a customer and add them to a POS order. Available in POS version 4.4.0 and later. To see which version you have, select Manager, enter a manager's PIN and select Diagnostics. It's the App version under Build. Switch it on in your own app The card is always in the mypreorder app and on its website. In your own app and on your own website, it's off until we switch it on, since only a store with the POS can scan it. When your first store has the POS, contact us and we will switch it on. Your app gets it without a new version from the app store. Until then, staff can still find your members at the POS by their mobile number or email. Where customers find it In your app or on your website, they sign in, then go to Account › Loyalty card. There's a Loyalty card button at the top of their profile, and Show my card on Rewards. The card shows your logo, their name, a QR code, and an 8-character code under it, such as K7Q4 9XMP. Staff can type that code if the camera won't read the QR. Under the card it says "Not every store can scan it yet.", so a customer knows a store without the POS can't take it. A member's loyalty card in a store's own app (Coffeetreat): Loyalty card, then the card in the app's colours with its logo and Member, a QR code, K7Q4 9XMP under it, Sarah Chen and Show this at the counter; under the card, Staff scan it to add you to the order, so you collect points and get your rewards and member prices. Not every store can scan it yet. Ask for it at the counter Ask for their card as you start the order, so it's scanned before the payment. With a hands-free scanner in a stand on the counter, customers can scan it themselves: a sign by it, such as "Scan your loyalty card here", tells them it's for them. See Choose and set up a barcode scanner for loyalty cards. Who has one Members: customers who have an account with a password. A guest (someone who ordered without an account, or joined at the counter and hasn't set a password yet) has no card until they set a password. Staff can still find a guest by their mobile number or email. Why the code keeps changing The code changes after each scan, and every 10 minutes. A screenshot of the card works once at most, so nobody else can use a copy of it. The card updates by itself while it's open: after a scan the customer sees "Added to your order at the counter" and a new code. The card needs the internet to show. Without it, the customer sees "Connect to the internet to show your card", and staff can search for them by mobile number or email instead. If something is not right | What you see | What to do | |---|---| | A customer can't find Loyalty card | Check they're signed in, and not as a guest. If none of your customers have it, it isn't switched on in your app yet: contact us. If it's only missing for one customer, ask them to update the app. | | "Connect to the internet to show your card" | Their phone has no signal. Search for them by mobile number or email. | | "Your card didn't load" | Ask them to select Try again, or search for them. | | Staff see "That card code has been used or has run out" | Ask the customer to close and open the card: it shows a new code. | | A customer shows a screenshot | It won't work, or works only once. Ask them to open the card in the app. |

Last updated on Oct 22, 2026