Joe POS Troubleshooting Guide

🔌 Card Reader Pairing Process

1. Check Power & Battery
   • Ensure the card reader is properly charged.
   • Battery indicator lights:
     • 4 lights = 100%
     • 3 lights = 75%
     • 2 lights = 50%
2. Do Not Forget the Device
   • If the reader has been paired before, do not “Forget This Device” in Bluetooth settings — this can delay pairing and require a reset.
3. Power Cycle the Reader
   • Turn off the reader by holding the power button until lights turn off (4, 3, 2, 1).
   • Tap the power button again and select “Add Card Reader.”
4. Reset (if needed)
   • If steps 1–3 fail, reset the reader by inserting a pin into the reset port near the charging port.
5. For Multi-Register Locations
   • Ensure the card reader is paired with the correct register.
   • Verify by matching the serial number (starts with “STRM”) and check the last 4 digits.

📱 Customer & Barista Tablet Communication

1. Check Internet Connection
   • Ensure both tablets have a strong Wi-Fi signal
   • Tap the Wi-Fi icon on the bottom left of the Joe Merchant PLUS app to run a diagnostic.
2. Verify Pairing
   • Ensure the Customer Tablet is properly paired with the Barista POS device
   • If the Joe POS app was deleted on one device, uninstall and reinstall it on both, then re-pair them.
3. Android Devices
   • Go to Settings → Connections to verify Wi-Fi status and confirm connection.

🖨 Printer Connection Troubleshooting

Bluetooth Printers

1. Connect the printer in the device’s Bluetooth settings before pairing in Joe POS.
2. In Joe POS, go to:
   • Settings → Printers → Connection Status to verify.
3. Ensure the printer is not connected to another device — it can only connect to one at a time.
4. Never “Forget This Device” in Bluetooth settings.
   • If this happens, reset the printer using the reset port on the back.

Ethernet Printers

1. Ensure both the printer and POS device are on the same Wi-Fi network.
   • For dual-band networks (5GHz and 2.4GHz), make sure both are connected to the same one.

💵 Cash Till Not Calculating All Cash Sales

1. The Cash Closing Balance Report only includes cash sales after the cash till has been opened.
2. Confirm the Cash Till feature is enabled:
   • Go to Joe POS → Settings → Features.
3. Review Payment Summary under the Earnings & Deposits section.
4. Note: Cash Sales include tax on orders.

🎟 Customer Ticket Missing Name

• The customer may have rewards linked to their phone number but:
  • Has not downloaded the Joe app, or
  • Has not added a name to their account.
• Inform customers they must:
  • Download the Joe Order App, and
  • Add a name to their account to display it on tickets and redeem rewards.

📲 Troubleshooting the Consumer App

1. Have the customer close and reopen the app.
2. If that fails, uninstall and reinstall the app.
3. If it is still not working, check internet connection and service.
4. For unresolved issues:
   • Email support@joe.coffee or direct the customer to reach out.

🎁 Gift Card Troubleshooting

1. If the recipient didn’t receive an SMS:
   • The sender can share the redemption code from their confirmation SMS.
2. Verify the phone number was entered correctly.
3. If sent to the wrong number:
   • Contact support@joe.coffee to update the phone number and reassign the redemption code properly.