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).
- "Which scales work?" — Check Printer → Checkout scale for the connections available on your till and the Tested hardware list for model evidence. Supported protocol families include NCI / 8217, SICS, CAS ECR and DIGI DS, but no model has a recorded hardware test yet; support can take your model details for checking. iPad and iPhone use label scanning or permitted manual entry.
- "Do I need a verified scale, and who verifies it?" — The software records scale details and verification dates; it does not decide which approval or verification applies to your shop. Your scale supplier and the official services in the weighing guide explain the instrument process.
- "Can I type the weight by hand?" — Yes, when Allow manual weight entry is on for this till: choose Enter weight manually, enter net weight in the shown unit and press Accept weight. The source is recorded as manual, and the product's weight limits still apply.
- "A deli label scans as an unknown item — what now?" — Open Barcodes and weighing → Live barcode tester and press Test saved layouts with the complete barcode. If it says Layout matched; product not mapped, set the product's Scale item number to the number in the result, or use Map to product at the register with the required permissions and connection.
- "Can I sell per 100 g but show per kg?" — In the Israeli product editor, Display per can show per 100 g while Unit of measure remains kg and the price is entered per kg. Shelf label with unit price still prints per kg, with Also show price per 100 g adding the smaller basis; the receipt follows the product display choice. VoVi's editor offers lb and oz instead.
- "Why does tare appear on the receipt?" — Tare records the container weight separately so the line is charged for net goods. If the deduction looks wrong, check Product tare, the selected container preset and whether the instrument already removed the container weight.
- "Why do the scale and register show different weights?" — First compare the same unit and net weight, allowing for any container deduction, and wait for Weight locked. Check Scale division (grams), product Weight precision grams and the cable settings; Copy scale diagnostics gives support the frames to investigate.
- "How do I refund part of a weighed item?" — A manager with weight-adjustment permission opens Receipts → Return, keeps only the lines being returned selected and enters the part in Return weight (lb) or Return weight (oz); the Israeli field is Return weight (grams). The original sale price is used, and Back to stock returns the selected grams to tracked stock without exceeding Returnable weight; Damaged — write off records waste instead.
- "How is stock counted for meat, cheese and bread?" — A product sold by weight keeps stock in grams; stock screens accept the unit displayed beside the field, while the product editor's Stock grams takes grams. Use Daily Count for a count, View Testers and Losses for waste and Yield for cuts or batches with calculated loss. Bread sold by the piece remains unit stock.
- "What do legal for trade, model approval and a verification mark mean?" — In the US, the terms include NTEP Certificate of Conformance, the state seal and NIST Handbook 44; Israel uses model approval and a verification mark under the Weights and Measures Ordinance, 1947. The official information in the weighing guide points to the Ministry and state programmes. A software test or saved status does not confer either instrument approval or shop compliance.
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