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Summary. When a Sail Tableside handheld, a PAX A77 (@Pay) device, or an A77 running Tableside stops working or won't charge, fall back to a fixed terminal for that section while you troubleshoot. Applies to. Sail POS — mobile order-entry and payment devices, ...

Summary. Covers three Kitchen Display System (KDS) settings that are easy to misunderstand when you're new to the system - each one changes what happens on stations other than the one you're adjusting. Helps staff recognize the symptom and find the setting res...

Link to rekey form https://form.jotform.com/ingage/rekey-authorization   Summary. Explains why editing a tip after the credit card batch has settled will fail, why that's expected behavior rather than a system problem, and what actually needs to happen next s...

Summary. Walks through why a suspected duplicate charge is usually not a real error, why it shouldn't be treated as an emergency or refunded on the spot, and what to actually do (and when) if it turns out to be a genuine duplicate. Applies to. Sail POS and Fo...

Link to rekey form https://form.jotform.com/ingage/rekey-authorization   Summary. Explains why editing a tip after the credit card batch has settled will fail, why that's expected behavior rather than a system problem, and what actually needs to happen next s...

Summary. Walks through why a suspected duplicate charge is usually not a real error, why it shouldn't be treated as an emergency or refunded on the spot, and what to actually do (and when) if it turns out to be a genuine duplicate. Applies to. Sail POS and Fo...

Summary. Basic hardware troubleshooting for Kitchen Display (KDS) stations. Starts with identifying which type of hardware and input method is installed, since that determines which checks actually apply. Applies to. Sail POS - all current versions. Before y...

Summary. When the restaurant loses internet or the POS network stops connecting, checking power and rebooting your network devices resolves many outages without waiting on a technician. Applies to. All Ingage-supported POS platforms (Sail POS, Focus POS) — th...

Summary. When power is lost to some or all of your equipment, safety comes first — then getting your POS server, terminals, and network back online in the right order. Applies to. All Ingage-supported POS platforms (Sail POS, Focus POS) — POS terminals need t...

Summary. Walks through the physical/hardware causes behind the two most common cash drawer complaints - the drawer not opening when prompted from the POS, and the drawer not staying closed - before escalating to support. Applies to. Sail POS and Focus POS - a...

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 expla...

Summary. Walks through how to tell what's actually wrong with a receipt/guest check printer based on what the caller is seeing, since the fix - and whether it's even fixable remotely - depends heavily on the specific symptom. Applies to. Sail POS & Focus POS ...

Common things to try first Look at the back of the station for the network cable - it clicks in like a phone cord. Unplug it, then push it back in until it clicks. Follow that cable to the wall or to the small box with blinking lights, and do the same at t...

Common things to try first Sail: Daily Close says a table is still open, but it doesn't show up anywhere when you look for it (Orders screen, under any server)? Run a terminal sync, then try the close again. Still won't close? You'll be given the option to...

Common things to try first Check that the power cable is firmly plugged in at both the computer and the outlet. If it's plugged into a surge protector or battery backup, confirm that unit is powered on and hasn't tripped or run out of battery. Try a diffe...

Summary. For callers who say their whole system is down but don't know why. Walks through a few quick checks anyone at the counter can do - no manager login, no Backoffice access - to narrow down what's actually wrong, then points to the right specific article...

Common things to try first On that station's login screen, type 9 8 7 6 5 4 3 2 1, then hit Login - this closes Sail. Relaunch the app, give it a minute, then check the time again. Summary. Closing and relaunching Sail on the affected station resets its ...

Common things to try first  If it's just one device having the issue, use a different terminal to keep taking card payments while you troubleshoot that one. If multiple readers are affected, escalate call to support technician. Ask if terminal is using a s...

Common things to try first If the printer powered on but not receiving any print jobs at all -  reseat the network cable at the back of the printer, then at the wall or switch. Give it a minute, then send a test order to that station. If it printing, but f...

Common things to try first If this is a fixed station, run a terminal sync. Give it a minute, then check if the button shows up. If this is a handheld, refresh the cache. Give it a minute, then check again. If things are still missing, clarify if -  Is it...