Common Issues & Fixes
Having trouble with POS Cafe? You’ve come to the right place. Below you’ll find a list of common POS Cafe issues and how to fix them. If you can’t find what you’re looking for, contact support. We’re here to help.
Common Issues & Fixes
Section titled “Common Issues & Fixes”Why does POS Cafe show “App failed to load” on Shopify POS?
Section titled “Why does POS Cafe show “App failed to load” on Shopify POS?”This banner comes from Shopify POS rather than POS Cafe. It’s usually fixed by updating Shopify POS and your iPad, then force quitting and reopening the app. Follow the full steps in App Failed to Load.
What do the messages in the POS Cafe tile mean?
Section titled “What do the messages in the POS Cafe tile mean?”| Message in the tile | What it means | How to fix it |
|---|---|---|
| License required | This location doesn’t have an active POS Cafe license. | Activate a POS Cafe license for this location in Shopify admin (Apps → POS Cafe → Locations). |
| No cafe collections | The tile can’t find any Cafe Collections. | Create cafe collections in POS Cafe from Shopify admin, then refresh the tile. See Cafe Collections Warning. |
| No cafe products | The collection you opened has no products. | Add products to this cafe collection in POS Cafe from Shopify admin, then refresh the tile. |
| Some modifier options couldn’t be loaded | Some modifiers for this item didn’t load. | Go back and open the item again. If it keeps happening, refresh the tile. |
Why doesn’t the POS Cafe tile show my latest changes?
Section titled “Why doesn’t the POS Cafe tile show my latest changes?”The tile keeps a copy of your menu on each device and refreshes it in the background. To see changes straight away, use Settings → Refresh Data → Refresh in the tile; Refreshing POS Cafe has the steps and explains the cache.
Why isn’t my receipt printer printing order tickets?
Section titled “Why isn’t my receipt printer printing order tickets?”Check each of the following on the POS Cafe Receipt printers page (Apps → POS Cafe → Locations → [your location] → Receipt Printers):
- The printer’s status badge. Paused means you’ve paused it, so new orders don’t print on it until you click Resume. Offline means it hasn’t checked in recently: check it’s switched on and connected to the internet. Not connected yet means it has never connected: enter its setup details in the printer. See Receipt Printers Page for every badge.
- The connection details match. Click the printer to expand it. The URL, username (ID) and password in the printer must exactly match the Server URL, Username and Password under Setup details.
- The Printer Type matches your printer. Under the printer’s name it must say Epson · print server for an Epson printer or Star · print server for a Star printer. The Server URL depends on the type, so if you change it, copy the new Server URL into your printer.
- The printer has the right prep areas. Items are only sent to a printer when their prep area is selected in that printer’s Prep Areas.
- The POS device is allowed. If the printer’s Device Source is set to Print from specific POS devices only (advanced), only orders from the selected devices print there.
- The item came from POS Cafe. Only items added through POS Cafe print. Other Shopify products print only if you’ve set them up with Native Product Routing.
For printer setup steps, see Epson Server Direct Print, Star CloudPRNT or Shopify POS Printer.
Why does the Send to prep tile say “Not set up at this location”?
Section titled “Why does the Send to prep tile say “Not set up at this location”?”The Send to prep tile shows Not set up at this location · tap to check again when the location has nothing it can send to. It needs at least one of: an active Epson or Star printer that has connected in the last 3 days, an active Shopify POS printer, or a Fresh KDS screen with a prep area selected for the location. Kitchen tickets still print as usual when the order is saved or paid. Once a printer or screen is set up, tap the tile to check again. See Send to Prep.
Why aren’t orders appearing on Fresh KDS?
Section titled “Why aren’t orders appearing on Fresh KDS?”Check that:
- Your Fresh KDS API key is connected on Apps → POS Cafe → Settings → Integrations → Fresh KDS.
- The Shopify location is linked in the Linked Fresh KDS Location column.
- The screen has the item’s prep area selected under Select Prep Areas on the Fresh KDS Devices page.
- The item was added through POS Cafe, or is set up with Native Product Routing.
See Fresh KDS for the full setup.