Frequent questions — quick answers
- "The card machine isn't connected to VoVi" — correct: card payments today are taken on your external terminal; you press Card in VoVi to record it. Integrated card processing is coming.
- "Can I work offline?" — yes, for cash and checks. If the internet drops, keep selling: unlock the register with your PIN as normal, search or scan the catalog, build the cart, and take cash or a check. Each sale prints a receipt with a temporary number like OFF-3F8C-1 and is saved on that register. When the connection comes back the sales send themselves and each gets its real receipt number (A-1234); the customer's copy still matches because the temporary number is recorded on the sale. What you cannot do offline: card payments, gift cards, store credit, loyalty redemption, coupons, layaways, quotes, refunds and voids — all of those need to check something on the server, and the buttons dim and say so rather than failing at the last tap.
- "I see an amber 'Offline' bar at the top" — the register can't reach VoVi. Check the wifi or network cable. You can carry on selling for cash and checks in the meantime; the bar disappears on its own within about half a minute of the connection coming back.
- "It says N sales saved on this register" — those are sales taken while the connection was down, waiting to send. They go by themselves as soon as you're back online, and you can tap the message to send them now. The count reaching zero is your confirmation they're all filed.
- "It says a sale needs review" — one sale couldn't be filed, and the register is holding it rather than losing it. Tap it to see the reason (most often a product that was deleted while you were offline, or a price floor that changed). You can Send again once the cause is fixed, or a manager can Write off the record — the money is still in your drawer either way, so write-offs need recording another way. Deal with these before closing for the day.
- "Can I unlock the register with no internet?" — yes, if you've used that register recently: it remembers the PINs of staff who have worked that location in the last 30 days. Five wrong PINs locks the pad for five minutes. A brand-new register that nobody has signed into yet does need one connection first. When the connection returns you'll be asked to enter your PIN once more — that's what lets the saved sales send.
- "Will I lose my cart if the tablet restarts?" — no. The open cart and any parked sales are saved on the device, so a refresh, a crash or a power cut brings them straight back.
- "The catalog banner says stock counts may have moved" — you're looking at the copy of the catalog saved on that register. Prices are right; the stock numbers are from the last time it reached VoVi. Past a day the banner turns red — reconnect when you can.
- "I can't see a section in Back Office" — your access level hides it; ask the owner to adjust your role under Users.
- "Price won't go lower" — the product hit its minimum price; a manager approval is required to go below the floor.
- "How do I give a discount on one item?" — tap the price on that cart line; for the whole cart use the Discount button.
- "How do I clock in?" — POS → Clock In/Out tab → green Check In → enter your username and password. Or the small clock button in the header if you're the signed-in cashier.
- "Where do I see hours worked?" — Back Office → Users → Salary report (built from clock in/out times).
- "How do I add a new employee?" — Back Office → Users → add user, set their username, password, PIN and role. They can then unlock the register with their PIN.
- "Wrong sale / need a refund" — POS → Receipts → open the sale → return or void (manager permissions may be required).
Still stuck?
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