The POS or kitchen app is not working properly
A step-by-step ladder for a till or kitchen screen that is frozen, stuck, signed out or behaving oddly, from update to re-pair.
On this page
If the Verimly POS or kitchen app freezes, shows a screen that will not go away or behaves differently on one tablet, work down this list. Each step is quick and safe, and the later ones affect only that device.
Before you start
- Finish or park what you are doing. Open orders are saved in Verimly, not on the tablet, so a restart does not lose them. A card payment in progress is the exception: wait for its result, see connection.
- Note the exact message and the time. You will need them if you contact support.
- Rule out the connection first. If you see No connection — reconnecting… go to connection.
The ladder
1. Read the message on screen
Some messages tell you what is wrong and are not an app fault:
| Message | What to do |
|---|---|
| Subscription inactive or The subscription has ended. Selling stops on … | An owner must renew in Settings › Plan & billing, then choose Check again. See billing-blocked. |
| There is a problem with the subscription payment. | An owner updates the payment method in the back office. |
| Till closed. Ask a manager to open it. | Open the till. See open-cash. |
| This terminal does not take payments. | Pay at the main till. See device-types. |
| No station bound (kitchen screen) | After signing in, choose a station under Settings › Station. See kds-missing. |
| Enter your PIN and PIN errors | See login. |
2. Lock and sign in again
Lock the session (Lock session) and sign in with your PIN. A new session fixes many stuck screens. A staff member signed in on a second till is signed out here if One till per staff member is on.
3. Close and reopen the app
Close the app completely, reopen it and wait for the start-up steps to finish: Starting terminal, Checking access and updates, loading the menu and floor plan. If a step does not finish, check the connection.
4. Update the app
Install the latest version of the Verimly POS app on the tablet. In the back office, Settings › Devices shows each device's Version and Last seen. A device on an older version than the others can miss newer features or live updates. Update every tablet to the same version.
5. Check the device in the back office
Open Settings › Devices on a computer and find the tablet:
- Last seen is recent: the tablet reaches Verimly. If it is old, the tablet is offline or switched off.
- The device is missing, or you see This device was removed in the back office. Pair it again with a new code. or This device is no longer registered. Pair it again. Pair it again (step 6).
- Its type, name, Takes payments setting and (for a kitchen screen) Station are right. A waiter device without payments cannot take card payments.
6. Re-pair the device
Re-pairing removes the link between the tablet and the business and creates a new one. Sales and the device record in the back office are kept.
- On the tablet open Settings › Terminal, choose Unpair device and confirm with Unpair. (The PIN screen also has Unpair this device.) On a kitchen screen choose Unpair this display.
- In the back office go to Settings › Devices and open the device. If it still shows as paired, choose Revoke access. Then choose New code (an unpaired device shows Awaiting code), or choose Add device to create a new record.
- On the tablet choose Pair this device and enter the six-character code. It is valid for 15 minutes and works once.
- Sign in with your PIN and check the menu and the card reader.
Starter plans allow 3 tills and 1 preparation station screen per location. If pairing says Your plan allows … per location, you have reached that limit. See pairing and plan.
7. Check the peripherals
A problem that appears only when printing or paying is usually the printer or reader, not the app: see printer, reader and kds-missing.
Common questions
Will I lose my open orders if I re-pair?
No. Orders and sales are stored in Verimly. Re-pairing only reconnects the tablet.
The tablet shows an old menu or prices
Close and reopen the app so it starts fresh, and check Last seen and Version in Settings › Devices. If prices differ by location, see location-prices.
Should I reinstall the app?
Only after the steps above, and have a pairing code ready in case the tablet asks to be paired again.
Still not working?
Use Settings › Get help on the till, or Help centre › Support requests in the back office, see contact-support. Mention the device name, the Version shown in Settings › Devices, the time and the exact message. A photo of the screen helps.