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Troubleshooting

This page covers common issues and the fastest fixes.

If you try the steps and still need help, email [email protected].

Can’t log in​

Try these in order:

  1. Make sure you are logging in at portal.peakpos.co.
  2. Double check your email address for typos.
  3. Try resetting your password from the login screen.
  4. Check your email inbox for the reset message.
  5. If you do not see it, check spam or junk folders.

If you still cannot log in, email support with:

  • Your store name
  • The email you are trying to use
  • Any message you see on screen

Terminal offline​

First, confirm if it is one terminal or the whole store.

If one terminal is offline​

  1. Check power and cables.
  2. Check Wi Fi or ethernet.
  3. Restart the device.
  4. Reopen the register app.

If all terminals are offline​

  1. Check your internet router.
  2. Confirm other devices can get online.
  3. Restart the router if needed.
  4. Wait a few minutes, then recheck.

If the store internet is down, contact your internet provider.

Inventory looks wrong​

Inventory can be off for a few common reasons.

Quick checks​

  1. Search the product and confirm the barcode.
  2. Check if there are two similar products, like a single and a 2 pack.
  3. Look for recent returns that may have added stock back.

If stock is out of sync​

  1. Count what you actually have.
  2. Update the stock level to match.
  3. Receive inventory for any recent shipments that were not entered.

If it keeps happening, review staff training on scanning and item selection.

Payments or settlement issues​

Card payments failing​

  1. Check internet on the terminal.
  2. Try a small card payment again.
  3. If it fails, try another terminal.

If card payments are down across the store, switch to a backup plan, like cash only, based on your store policy.

Batch did not settle​

  1. Check the terminal is online.
  2. Wait a few minutes and check again.
  3. Restart the terminal and try again.

If it still does not settle, email support with:

  • Store name
  • Terminal name
  • Approximate time
  • Any message shown

When to contact support​

Email [email protected] if:

  • You cannot log in after a reset
  • A terminal stays offline after restarts
  • Sales totals look wrong and you cannot explain it
  • Inventory keeps drifting even after fixes

Include as much detail as you can. Exact wording of error messages helps a lot.