Fix POS PIN Login and Reconnect a Device

Fix POS PIN Login and Reconnect a Device

Use this guide when a staff PIN is rejected, the PIN pad is missing, or the tablet asks to reconnect. Check the message before resetting anything.

Identify the Sign-In Step

- Location connection links the device to an establishment using its Location ID and location password.

- Employee sign-in uses the employee's six-digit PIN on that connected device.

- Website sign-in uses a back-office account. Resetting its password is not the same as resetting a POS PIN.

Resolve a Rejected PIN

1. Confirm the establishment name on the device matches the employee's branch.

2. Enter all six digits, including any leading zero. Do not try an old POS password.

3. Ask an authorized owner or manager to open Dashboard > Staff and confirm the employee has a PIN and the right access.

4. Reset or generate the PIN if necessary, save, and share it privately with the employee.

5. Follow any temporary lockout message instead of repeatedly guessing.

6. Confirm the device is online and try the updated PIN.

Reconnect Only When Requested

If the device has lost its connection, use the reconnect flow with the correct Location ID and location password. Verify the displayed branch before letting staff sign in. A missing PIN pad can indicate an old app version; update the app first.

Protect Pending Sales

Do not uninstall the app, clear its storage, or reset the device while sales are waiting to sync. Check pending work before changing the device connection.

Escalate with Useful Details

Send support the device model, app version, establishment name, exact error, and time of the attempt. Never send the PIN, location password, or owner password.