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Sail POS: Registering or re-registering a device - contact support

Summary. Registering a new device or re-registering a replacement one on Sail (a terminal/station, a tableside handheld, or an @Pay device) isn't a self-service task - it requires Backoffice access and a few steps that are easy to get wrong. This article explains why, and what to have ready when you call so the technician can get you set up quickly.

Applies to. Sail POS - all current versions. Covers stations/terminals, tableside handhelds, and @Pay devices - the registration process is the same for all three.

Note on after-hours calls. Registering a new or replacement device is rarely an emergency. If you can get by until the next business day, consider waiting to avoid a billable after-hours charge. If you do need it resolved right now, that's fine too - just know the call may be billed if it falls outside normal business hours.

When this comes up

  • A new terminal, handheld, or @Pay device is being added to your location.
  • A terminal, handheld, or @Pay device died or was swapped out and the replacement needs to be registered.
  • A device shows as unregistered or won't connect, and re-registering it seems to be the fix.

Why this needs a technician

  • Registering a device requires access to Sail Backoffice, which most locations don't give front-of-house staff.
  • Getting the device name or connection type wrong can cause confusing issues later (wrong printer/drawer pairings, devices that "vanish" from reports, etc.).

What to have ready when you call

  • Whether this is a brand new device or a replacement for one that broke or was swapped out.
  • The device type (terminal/station, tableside handheld, or @Pay device).
  • Which station or handheld number it is (or should be), if known.
  • Physical access to the device itself - the technician will need you to enter a code on it during the call.

What happens on the call

  • The technician logs into Backoffice, registers the device, and generates a short code.
  • You'll be asked to enter that code on the device itself to complete the pairing.
  • The technician verifies the device shows up correctly before ending the call.

When you must call

Always - this isn't something to try to do yourself, even with Backoffice access.

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