Summary
This guide provides solutions for troubleshooting common issues with cash drawers in Otter POS, ensuring smooth and efficient operations.
Important Reminder
Ensure the keyhole remains in the vertical position to open electronically.
Troubleshooting Instructions
Cash Drawer not connecting
| Step | Instructions | Images | ||
| 1. | Turn off the printer. | |||
| 2. | Swap the direction of the cable (use the other end to plug in to your POS). | |||
| 3. | Make sure the cable is plugged into the right port in the printer and the cash drawer. |
|
||
| 4. | Turn the printer back on. | |||
| 5. |
On your Business Manager, click on your Profile icon. |
|||
| 6. | Go to Settings, under User Management > Users. | |||
| 7. | Make sure that the user credentials using has a "Supervisor" role. |
|
||
| 8. |
After it, go back to Otter Dashboard homepage and click on the Apps. |
|||
| 9. |
Click POS and under Cash management, toggle on the user cash drawers. |
|
No Drawer error message
| Step | Instructions | Images |
| 1. |
Click on "No Drawer" to create a new drawer and set a starting balance. |
Approval needed error message
| Step | Instructions | Images |
| 1. | Click on the "Approval needed" error message. | |
| 2. | Enter the specific user PIN assigned to the drawer, not the role PIN (e.g., do not use the supervisor's PIN). | |
| 3. | If the user PIN doesn't work, end the current cash drawer session and start a new one. |
Cash Drawer Pinning/Assignment
With this feature, you can choose to "pin" or assign a cash drawer to a single user. When you do this, only that user (or a manager with a PIN override) can complete cash transactions on that drawer. This is an optional feature, as by default, a cash drawer is assigned to all users.
| Step | Instructions | Images |
| 1. | Navigate to the drawers app. | |
| 2. | Start a new drawer. | |
| 3. |
In the modal, you'll notice a new option called "Checkout Access."
|
|
| 4. | However to lock it to a single user choose that user from the dropdown. | |
| 5. | Start the Drawer as normal. |
Checking out with Pinning Enabled
| Step | Instructions | Images |
| 1. |
Build a cart and click pay now as normal.
|
|
| 2. |
If someone else is logged in, using the cash button will show a warning and need a manager's override. |
|
| 3. |
PLEASE NOTE: You can always return to the drawers app to check who is assigned to a drawer. This information will also be shown on the drawer close report.
|
FAQs
How can I connect my Large size cash drawer (Star Micronics CD4)
If a customer is struggling with connecting a Star Micronics CD4 cash drawer, which is the larger size cash drawer, is it because the cable is one directional so they should try swapping the cable.
To troubleshoot any cash drawer not opening we should:
- Turn off the printer.
- Swap the direction of the cable.
- Make sure the cable is plugged into the right port in the printer and the cash drawer.
- Turn the printer back on.
The Cash Drawer app is missing on the POS Terminal even after permissions are correct and the Cash Drawer option is set to "ON" in the Business Manager
If a customer is missing the Cash Drawer app on the terminal even though everything is correctly set, it could be the reason that they set up the Terminal using the login credentials instead of pairing the device via Business Manager.
They need to sign out from the Terminal, unpair the device from the Business Manager, and re-pair the Terminal using the pairing code as instructed on Otter POS: Pairing Your Device
Note: The customer has to use device pairing to use the Drawer app on the Terminal.
For more information, please check this article: Otter POS: Connect your cash drawer.
Need help? Our support team is available via the following channels:
- Chat - Our live agents are available 24/7 to help you through your Otter device. Tap the chat button on the top right corner of your POS device.
- Telephone or SMS/text - Call or text us anytime at 1-727-268-8471 for prompt service from our Otter POS support experts.
- Email - Send us an email at otterpossupport@tryotter.com and get a response within 24 hours
Related to
Comments
0 comments
Article is closed for comments.