Overview
Use this guide to set up Otter POS Hardware.
This walkthrough connects various pieces of hardware to the Otter POS Terminal:
- Card reader
- Printer
- Cash box
For Otter POS hardware troubleshooting, refer to this article's FAQs / Troubleshooting section.
What’s in the Box?
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Hardware included in the standard Otter POS hardware bundle includes various items depending on your purchase. You have the choice to purchase dual-screen terminals, single-screen terminals, or different printer types, like Bluetooth or cloud. |
Learn more about the Hardware included in our Standard and Main bundles!
| Hardware | What does it do? | Photo |
|---|---|---|
| POS Terminal | Main POS Order Processing terminal, this is the primary device. | |
| Card Reader |
Contactless payment reader able to process Chip Cards, Apple Pay, Google Play, Magstripe, and more! Otter offers different card reader types by region, one for USA and one for Canada. |
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| Card Reader Dock | Mount with rubber bottom for the card reader to keep it in place on a hard surface. Aluminum-casted. | |
| Front-of-House Printer |
Otter offers a variety of printers to meet customers needs. Included is a Bluetooth printer.*
Bluetooth Connected by USB
*Despite being a bluetooth printer, this bluetooth printer is connected to the terminal by a USB cable. |
Otter POS Terminals
Currently Otter POS offers a few different POS terminals to provide the best flexibility to our customers.
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Dual Screen Terminal Equipped with a 15.6” cashier-facing screen and a 10.1” customer-facing screen, which can be customized for marketing purposes. |
Single-Screen Terminal Featuring a 15.6” cashier-facing screen. |
Tablet Terminal Portable with a 10.5” screen, offering flexibility for various operational needs. |
Otter POS Hardware Setup
Devices such as card readers and printers are connected directly within the POS Terminal by accessing [Settings]. Log in to the Point-of-Sale to begin connecting hardware.
1. Assemble and Power on the Terminal
Follow these steps to ensure the hardware is set up properly and power is flowing to the terminal.
Assembling and Powering On Otter POS Walkthrough
| Step | Process | Additional Information |
|---|---|---|
| 1 |
Unbox your POS What’s in the box
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| 2 |
Installing base plate Open the bag to find
With the terminal on its side, attach the base plate with rubber feet facing outward towards you. After the base plate is fully attached, stand the terminal up on its feet. |
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| 3 |
Power up your POS Connect the power cable to the power brick. Then, plug the power cable into the bottom of the client screen. |
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| 4 |
Connect the Screens (Dual Screen Only) Unbox the customer screen and mounting bracket from separate boxes.
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| 5 |
Use the shorter screws for the mounting bracket. Tilt the client screen up for easier access to the stand. Locate the opening in the stand to attach the customer screen. Use the longer screws to mount the customer screen to the stand through the opening. |
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| 6 |
Plug in the client screen. Then, secure the plug with small screws. Thread cable through the stand opening and plug the other end into the customer screen. |
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| 7 | Plug the power brick into a nearby power outlet. | |
| 8 |
Power on your device by pressing the power button on the back of the display. |
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2. Connect the Terminal to Wifi
Connect the device to your local wifi, or directly connect the terminal to a nearby ethernet port.
Connecting to Wifi Walkthrough
| Step | Process | Additional Information |
|---|---|---|
| 1 | Select [Settings] from the home screen. | |
| 2 | Select [Network & Internet]. | |
| 3 |
Connect to your local wifi.
Internet speed recommendation
Otter recommends running any point-of-sale device with an internet connection speed that is at least 15 megabits per second for optimal speed. |
3. Pair the Device in Otter Dashboard
All point-of-sale terminals must be paired. When you pair a device, you assign the device to your store’s physical location. To pair your device, you will need administrative access to the Otter Dashboard.
Pairing Otter POS in the Otter Dashboard Walkthrough
| Step | Process | Additional Information |
| 1 | Open the Otter app on your POS terminal and select [Pair device] to access the pairing code. |
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| 2 | Log in to the Otter Dashboard on a browser, or by scanning the QR code on screen. | |
| 3 | Click on the Profile icon and select [Settings]. | |
| 4 | Navigate to the [Devices] tab. | |
| 5 | Select the [New Device]. Otter will prompt you to add the pairing code displayed on the terminal. |
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| 6 | Enter the code from your terminal into the Otter Dashboard. | |
| 7 | Select the location of the device to pair it to the correct location. | |
| 8 |
Once a device is paired, the Otter home screen will convert to a new interface! This is the pin code interface where employees will access the POS by using their four-digit pin. Learn more: Otter POS: How to manage logins |
4. Set the date and time on the device
Ensure the date and time settings of your device are accurate by making changes in device settings.
Setting the Date and Time on Device Walkthrough
| Step | Process | Additional Information |
| 1 | On your device, navigate to the [Settings] app. | |
| 2 | Select [System]. | |
| 3 | Navigate to the Date and Time setting. | |
| 4 | Select the Time zone. | |
| 5 | Once saved, the date and time will reflect accurately on the POS transactions. |
5. Printer Setup
Connect your front-of-house printer to Otter POS by using the provided USB cable. Multiple printers can be connected to Otter, like a Cloud Printer via Ethernet or a cloud printers using a TP-Link setup.
When printers are connected, they can be named within the [Devices] setting. We always recommend naming connected printers for easy troubleshooting later on.
Front-of-House Printer
The printer included in the bundle is technically a bluetooth printer, but will always be connected to the terminal using a hardwired connection. This is the printer that will print customer receipts and sits in the front-of-house.
Connect a front-of-house printer
| Step | Process | Additional Information |
| 1 | Connect the printer to the terminal using the accompanying USB-B printer cable. | |
| 2 | On your terminal, tap the Profile button then select [Settings]. | |
| 3 | Select [Add Otter provided printer] and select the printer brand and model using the prompts on-screen. |
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| 4 | Select [Connect using USB] as your connection method. | |
| 5 | Load printer paper into your printer, following the prompts on-screen. | |
| 6 | Plug the power cable into the backside of the printer and then plug the power cord into a nearby outlet. | |
| 7 |
A green light on the front of the printer signals that power is flowing. Complete the prompts on the screen to finalize your printer connectivity. Successfully connected printers always result in an initial test print. |
Connect Additional Printers
Additional printers can be connected to Otter. See these guides for connecting printers of other types.
| Connect Bluetooth Printer | Connect Cloud Printer | Connect TP-Link Printer |
Otter POS Printer Setup
Connect a standard Bluetooth printer to the device.
Otter POS Printer Setup Walkthrough
| Step | Process | Additional Information |
| 1 |
Log in to the POS interface using an employee pin code. Learn more: Otter POS: How to manage logins |
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| 2 | Tap the profile Icon and then click [Settings]. | |
| 3 | Click [Hardware] tab and select [New printer]. | |
| 4 |
There are two ways you can select a printer:
POS Terminals and Cameras
Not all of the POS terminals offered by Otter include cameras, manual hardware setup may be required. |
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| 5 |
Manual Hardware Setup…
Skip to step 6 for QR code process. |
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| 6 |
Scan printer QR code:
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| 7 |
Once your printer model is selected, you can choose your connection method (Bluetooth or USB).
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| 8 | Install the printer paper. | |
| 9 | Plug in the printer and select [connect]. | |
| 10 |
Select the correct printer.
Printer Serial Number
To connect the correct printer to the terminal, the serial number must be identified. Printer serial numbers can be found on the back of the printer by removing the metal cover. |
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| 11 |
“Printer connected” screen connected! |
Adding Additional Printers
To add additional printers to the device, it’s imperative that the same printer is not selected at the time the device is paired. To add additional printers, select a different serial number.
Adding Multiple Printers Walkthrough: Incorporating both Bluetooth and Wired Printers
| Step | Process | Additional Information |
| 1 | Begin by connecting your wired printer following the provided instructions above. | |
| 2 |
Note down the last four digits of the serial number of the connected printer from the “Hardware” tab in “Settings”. The serial number is located on the back of the printer, you will need to remove the back cover to access. |
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| 3 | Ensure that your second printer is powered on and ready for connection. | |
| 4 |
Proceed to add a new printer. Choose the Bluetooth option from the available connection types. |
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| 5 | Select the Bluetooth printer from the list, ensuring it does not match the serial number noted in step 2. | |
| 6 | Find both printers connected under the “Hardware” tab in [Settings]. | |
| 7 | Take note that the checkbox on the printer list determines which printer is designated for printing customer receipts. |
6. Card Reader Setup
Connect the card reader to the terminal to accept credit card payments.
Card readers may require a few minutes to update when once connected to the device.
In order to connect a card reader to Otter POS to process transactions, the following must be completed, else the card reader will not pair successfully:
• Stripe account connected in the Otter Dashboard.
• Card reader is fully charged before attempting to connect for the first time.
Card Reader Setup Walkthrough [USA]
| Step | Process | Additional Information |
| 1 | Click the profile Icon and then click [Settings]. | |
| 2 | Click [Hardware] tab and click [New card reader]. | |
| 3 |
Once selected the POS terminal will begin scanning for a bluetooth connection to the card reader. Ensure the card reader is turned on before connecting. To connect via wired USB connection, click on the button highlighted in the image below. A USB-C cable is required
USB-C Compatibility
USB connection is only compatible with single-screen and dual-screen terminals. Tablets are not compatible at this time.
NOTE: If it’s the first time powering on the card reader, it will need to update (should only take a few minutes).
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| 4 |
Select the correct Stripe card reader by locating the serial number. Serial number is located on the back of the card reader. |
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| 5 |
Once a card reader is connected, status icon will turn green! |
7. Cash Box
Follow the instructions below to connect a cash box to the POS Terminal. Once connected, cash boxes can be enabled by toggling on the “Cash” feature in the [POS App] within the Otter Dashboard.
Cash Box Setup Walkthrough
| Step | Process | Additional Information |
| 1 | Connect your cashbox to Otter POS by using a RJ-12 or RJ-11 cable (Standard phone jack). | |
| 2 | Plug the other end of the cable into the bottom of the connected printer. | |
| 3 | If you experience any issues, reference Otter POS: Cash Drawers Troubleshooting for assistance. |
FAQs / Troubleshooting
Settings App is missing on Terminal
The terminal is missing the Compliance Policy. To restore the Settings app, our Support team will need to remotely install the Compliance Policy.
Missing Settings App on Terminals Troubleshooting
Our Support team can easily help you resolve this issue by remotely installing the Compliance Policy to the terminal. When you contact support, please let them know you are missing the Settings app on the terminal and provide your tablet serial number.
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.
Terminal not turning on
In the event that a terminal is not loading, locked up, or shows a blank screen, please contact Support for assistance.
Terminal Not Turning On Troubleshooting
If you're experiencing any of the issues listed below, please contact support for assistance. We would be happy to resolve this for you!
- The Otter POS terminal is not loading up
- Lock up issue at the POS Register
- The Otter POS terminal is showing a blank screen
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.
Printer disconnected or not printing
In the event that a printer is disconnected or firing other errors, disconnect the printer and attempt to re-pair the device.
Printer Disconnected or Not Printing Troubleshooting
| Step | Process | Additional Information |
| 1 | Unpair the printer from the bluetooth settings on the device. | |
| 2 | Disconnect the printer from its power source, and then reconnect it. | |
| 3 | Access the [Settings] menu via the Otter homepage, identifiable by the profile icon. | |
| 4 | Navigate to the [Hardware] section located on the left-hand side of the screen. | |
| 5 | Identify the printer within the list of hardware devices and select it for disconnection. | |
| 6 |
Navigate to “Diagnostics” under “Settings”. Select [Restart] to restart the Otter App. |
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| 7 |
Proceed to reestablish the printer connection by following the procedure above in section 5. Printer Setup. If Bluetooth connectivity issues persist, attempt to establish a connection with your device via USB instead. |
Card Reader is not pairing
In order to connect a card reader to Otter POS to process transactions, the stripe account must be connected in Otter Dashboard and the card reader needs to be fully charged.
Card Reader Not Pairing Troubleshooting
In order to connect a card reader to Otter POS to process transactions, the following must be completed, else the card reader will not pair successfully:
- Stripe account connected in Otter Dashboard before you can connect a stripe reader to the POS terminal.
- Ensure the card reader is fully charged before attempting to connect for the first time.
Card Reader disconnected
In the event that the Card Reader is disconnected, unpair and reset the device, then re-pair the Card Reader.
Card Reader Disconnected Troubleshooting
| Step | Process | Additional Information |
| 1 | Unpair the card reader from the bluetooth settings on the tablet. | |
| 2 | Connect the card reader to a power source. Verify its charge status by ensuring that all four green lights are illuminated. | |
| 3 | Reset the card reader by inserting a paper clip into the small hole near the charging port and pressing down. This action will initiate a reset of the card reader. | |
| 4 |
Proceed to reestablish the card reader connection by following the procedure above in section 6. Card Reader Setup. If Bluetooth connectivity persists as an issue, attempt to establish a connection with your device via USB instead. |
Otter App is not installed on the device when it arrives.
The new Otter tablet is missing the Otter app. Reach out to Support for assistance installing the Otter app.
Otter App Missing on Device troubleshooting
If you receive a new device that does not have the Otter app installed, please reach out to Support for assistance installing the app. We would be happy to quickly resolve this for you!
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.
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
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