Troubleshooting and FAQs for Point Of Sale

FAQs & Event-day troubleshooting

1. What should I do if the terminal won’t pair or doesn’t appear in Easol?
Check that the terminal is charged, switched on and connected to Wi-Fi. Make sure you enter the pairing code exactly as shown, including dashes. If it still doesn’t appear, restart the terminal and repeat the pairing process.

2. What should I do if the terminal appears offline?
Reconnect the terminal to a stable Wi-Fi network, then refresh Payment terminals in your Easol dashboard.

3. How do I select the correct terminal when taking a payment?
Each terminal is named during setup, for example Box Office A. When sending a payment, select the terminal name that matches your location.

4. What should I do if I send a payment to the wrong terminal?
Cancel the payment or allow it to time out, then send it again to the correct terminal.

5. What happens if a terminal is already in use?
A payment already being processed will take priority. You’ll see a message that the terminal is busy. Select another available terminal or try again once the current payment is complete.

6. Can I take full and partial payments?
Yes. Select Pay in full to collect the outstanding balance, or Edit amount to send a partial amount to the terminal.

7. What should I do if a customer wants to pay partly by cash?
Take the card portion as a partial payment, then record the cash amount using Record off platform.

8. What should I do if a customer wants to use an external card reader?
Take the payment using the external reader, then record the amount in Easol using Record off platform.

9. What should I do if a payment fails?
First, check whether the booking balance has already updated before retrying. If it hasn’t, retry the payment or ask the customer to use a different card or payment method.

10. What should I do if a customer’s card is declined?
Ask the customer to try another card or use another payment method.

11. How do I know if a payment was successful?
The terminal will display a confirmation, the Easol dashboard will show a success message, and the booking balance will update automatically.

12. How does tipping work?
If tipping is enabled, the customer will be prompted on the terminal to select a tip. The tip is calculated based on the payment amount.

13. How does a customer get a receipt?
Check that the customer’s email address is correct. Receipts are emailed automatically after a successful payment.

14. Can I rename a terminal after pairing?
Yes. Go to Settings → Payment terminals in your Easol dashboard to update the terminal name.

15. What happens if I pair a terminal to another Easol account?
Pairing the terminal to a different Easol dashboard will remove it from the previous account and link it to the new one.

16. How do I add or remove items available to sell via POS?
Go to Settings → Point of Sale in your Easol dashboard. From there, you can edit each of your POS menu items to control which products are available to sell through your POS terminals.