“Customer monitor has disconnected”
This message will prompt if connection to the paired device, operating customer application, has been severed. Tap “Yes” to convert the monitor to a single screen POS to resume operations while troubleshooting. If the operator taps “no” the device will continue to try to connect to the paired monitor.
In single screen POS configuration set up, order creation and guest payment fulfillment will all be done from one device
The device can also be manually converted to a single screen POS by navigating to the bartender application settings > tap “connect monitor” and then disconnect the monitor by tapping the bluetooth icon to the right of the device name
"Employee not found"
Compare the PIN number being used against the event employee list within the organizer dashboard. Employee dashboard management assistance can be found [here]
|If an employee has just been added to an event, please allow a few minutes for the POS to download updated information from the dashboard.
“Credit Card Reader Not Connected”
If the credit card reader has disconnected, open the POS application settings and tap “connect card reader”
Select the corresponding card reader on the screen by matching the last 4 digits of the serial number to the list of available readers. All Billfold credit card readers have the last 4 digits of their serial number displayed via label on the top of the reader.
Disconnecting/changing the credit card reader in app
If the POS credit card reader needs to be changed, or the connection reset in app, navigate to the POS application settings and tap "connect card reader"
Disconnect the active credit card reader by tapping the blue bluetooth icon to the right of the device serial number. The POS application will renter discovery mode and show a list of available devices to connect to. Tap the grey bluetooth icon to the right of the desired credit card reader. If connecting to a new credit card reader, confirm the pairing request from the tablet settings to complete.
Resetting credit card reader connection
If the credit card reader is not operating as expected,
Exit the bartender application > Open the device tablet settings and navigate to bluetooth connection settings > Unpair the credit card reader from the device’s list of paired connections by selecting the gear icon next to the serial number and confirming “Unpair” > Return to bartender application and follow connection steps outlined above
“Bank card reader battery is low”
If the device prompts a message stating that the terminal battery is low, ensure that the charging cable is connected and operating as it should. The device will prompt when the credit card reader battery is reported as less than 25%
If all cables are connected and found to be operational, follow the credit card reader connection reset instructions above. It is possible that due to a bluetooth connection error, the battery life is not being reported properly
Credit card reader LED guide
If for some reason the credit card reader is not operating as expected, use the LED indicator guide below to identify the issue
Credit card readers that are found to be in a tampered state are no longer operational. If a credit card reader is found to be tampered please notify the Billfold team to arrange for a replacement.
“Your payments are now being processed offline.”
Devices operating Bartender application will continue operating in the event of a network disruption
The application will notify with an on screen message and the network status will be indicated in the top right corner
This message does not necessarily indicate any issue with the device, however if the message persists contact the event network team to ensure that the network is operational.
Resetting device WiFi connection
If the POS application continues to report being in offline mode, reset the device tablet's network settings
Exit the POS application and navigate to the device tablet settings > In Wi-Fi settings, turn the Wi-Fi off for about 10 seconds and then turn it back on and look for a successful connection via the Wi-Fi symbol in the top right corner > If the network connection was unsuccessful, inform the event or venue network team of the failed connection error message that the tablet returns
If a device tablet's date/time settings have recently been changed, or possibly failed to auto update to a new time zone upon connecting to a new network, the tablet will not connect to the network. From the device tablet settings > got to General Management section > select date/time settings > verify the tablet's time zone is correct or toggle the auto connection off/on to reset