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Summary. When a Kitchen Video screen goes dark, turn on Wheel Spy on a working Quick Station screen so it also shows the down station's tickets — no waiting on a repair to keep the kitchen moving. Applies to. Sail POS — all current versions. Before you start...

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...

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. Walks a manager or owner through adding a new sellable item in Sail Backoffice, whether by duplicating a similar item or building one from scratch - useful for last-minute holiday or special-occasion items when there's no time to wait for support. Ap...

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...

Summary. When a kitchen or bar printer stops printing, add a Ticket Routing Rule in Backoffice to send its tickets to a working printer instead — no waiting on a repair to keep the kitchen moving. Applies to. Sail POS — all current versions. Before you start...

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...

Summary. Walks through creating a Sail price level from scratch, setting it to run automatically (happy hour) or be manually toggled (event pricing), and choosing which items get the price change - either from the price level side or from an individual menu it...

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. 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 the self-service password reset flow for Sail Backoffice, plus what to do if the reset email never shows up. Applies to. Sail POS - all current versions. Covers Backoffice login only (not terminal/POS login). Before you start Confir...

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...

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 Confirm if the issue is only with running/viewing reports, or were they actually unable to ring in orders or take payments during the day, and they're only noticing it now because the end-of-night report won't run. If it's the lat...