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Sail POS & Focus POS: A tip edit failed after batch settlement - the tip isn't lost, it needs a rekey
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...
Sail POS & Focus POS: A customer reports two charges for one visit - don't refund right away
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...
Sail POS & Focus POS: A tip edit failed after batch settlement - the tip isn't lost, it needs a rekey
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...
Sail POS & Focus POS: A customer reports two charges for one visit - don't refund right away
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...
A network/internet outage — check power and reboot your network devices
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...
The restaurant lost power — restore it safely and get your POS back online
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...
A cash drawer won't open or won't stay closed - troubleshoot the hardware causes
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...
Sail POS & Focus POS: A receipt or guest check printer isn't working - diagnose it by symptom
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 ...
Sail POS & Focus POS: A terminal is down - troubleshoot it and keep serving from another station
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...
Sail POS & Focus POS: Can't close the day - troubleshoot it
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...
Sail POS & Focus POS: The whole system seems down - start here
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...