Fix problems at the till
That code doesn't match a register
Likely cause: A digit was mistyped.
Check the six digits on the Devices page in the dashboard and type them again.
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That code has been used or has expired
Likely cause: A pairing code works once, for ten minutes.
In the dashboard, choose Registers, then Devices, then Pair a device, and show a new code.
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Too many attempts from this network
Likely cause: Several wrong codes were tried in a short time.
Wait a few minutes, then try again.
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This device was removed from its register
Likely cause: Someone revoked the device, or archived its register, in the dashboard.
Pair it again. See Pair a device to a register.
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That PIN doesn't match anyone here
Likely cause: The PIN is wrong, or was never set for this business.
Try again. A manager can set a new PIN under Staff, then the person, then At the till. After too many wrong PINs, the pad locks for a while.
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Till PINs aren't switched on for this business yet
Likely cause: Tuppence hasn't set up PINs for your business yet.
Contact Tuppence support. You can’t fix this in the dashboard.
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Open a shift on this register before taking cash
Likely cause: No shift is open on this register.
Open one from Shift and cash-up in the till’s menu, or ask a manager. See Open and close a shift.
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You can't do this at the till. Ask a manager.
Likely cause: Your till permissions don't cover it, such as opening a shift or paying out.
Ask a manager to do it, or to change your permissions. See Set till PINs and permissions.
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The till shows Offline, or says nothing was taken
Likely cause: The device has no connection. The sale is kept on the device, but payments, shifts and adding customers need a connection.
Check the Wi-Fi or mobile data. When the till shows Online again, try the payment again.
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The device's clock is ahead or behind
Likely cause: Orders use the device's time, so a wrong clock records sales at the wrong time.
Set the date and time to automatic in the device’s settings.
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A product is missing, or a price is out of date
Likely cause: The till hasn't synced since the change, or the product is sold out, archived or not sold at the till.
In Products, check the product is On sale and sold At the till. Then wait for the till to sync. In the browser till, choose Sync now in Settings.
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There's no Till tab in the app
Likely cause: The business has no register yet, or your role doesn't sell. Developer and analyst logins don't get the till.
Ask an owner, admin or manager to make a register under Registers in the dashboard. Then close the app and open it again.
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The till won't let me leave
Likely cause: The device is a dedicated till. Only the person signed in to Tuppence on it can leave, with Face ID.
That person chooses Leave the till in the menu. Otherwise, choose Sign out and leave, or untick Dedicated till for the device on the dashboard’s Devices page.
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The till says a feature is coming
Likely cause: Some features, such as scanning or selling by weight, aren't built yet.
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