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How to use Posly.

Short, step-by-step guides for the things you do every day. Ask support@posly.xyz if you cannot find what you need.

Open and close the till, and final close the day

Each till is opened with a cash float and closed with a cash count. When the last till is closed, a manager does the final close once to end the venue day and send the owner reports.

  1. Start of service: on the POS floor, tap Shift, then Open till.
  2. Enter your staff PIN, then count the cash in the drawer and enter it as the Opening float. Tap Open till to finish.
  3. The till button now shows a green dot and how long the till has been open. Tap it at any time for Cash drop, Z-Report and closing.
  4. End of service: make sure every table on this till is paid. Tap the till button, then Close till (or Close shift if this is the last open till).
  5. Enter your PIN, count the drawer and enter the Actual cash. Add a note if anything was unusual, then confirm. Posly shows whether the drawer is over or short.
  6. When every till is closed, a manager taps Final close shift and enters a manager PIN. If staff are still clocked in, choose to clock them out or leave them clocked in.
  7. Wait for Final close complete. Do not close the screen while it is working. The owner reports are sent at this point.
  • Tables cannot carry over to the next day. If tables are still open when you close, Posly lists them: go back and finish them, or a manager can force-void them.
  • If yesterday was never final closed, the till shows Finish previous day. A manager should do that first, then open today's till.
  • Order only means another till is open. You can take orders on this device, but open this till before taking payment here.
  • Managers can review closed tills and their Z reports in admin under Finance > Z reports.

Take an order and send it to the kitchen

Open a table, add items, then send them to the kitchen or bar. With courses, send each course when the table is ready for it.

  1. On the POS floor, tap New Table and enter your staff PIN. For a walk-in with no table, tap Quick sale instead.
  2. Type the table name (for example 4 or Bar 2) and the number of guests, then tap Open Ticket. To add to a table that is already open, just tap it on the floor.
  3. Tap a category, then tap each item. If the item has options (for example sweetness or size), choose them in the box that appears.
  4. To add a note for the kitchen, tap the line, tap Actions, then Add note.
  5. Lines not yet sent are marked Not sent. Tap Send to send them all to the kitchen and bar printers. If your venue prints the bill at the same time, the button reads Send & Print.
  6. Using courses: new items go into the active course shown at the top of the ticket. Tap it to move new items to the next course. When the table is ready, tap Fire course and pick the course, or All courses.
  7. Add more rounds at any time. Each send only sends the new lines. Same again (repeat last round) adds the last round again.
  8. When the guests ask for the bill, tap Print bill. Tap Pay to take payment.
  • Move a whole table: tap the ... button at the top of the ticket, then Move table. Join two tables: open the ticket that should stay, tap ..., then Join table and choose the other table.
  • Move one item to another table: tap the line, Actions, then Move to table.
  • Course names come from admin, Courses.

Split a bill

Give each guest or group their own bill by putting every line on a bill tab. Each bill is then paid on its own.

  1. Open the table's ticket and tap Split bill.
  2. The Split this bill screen opens with two bill tabs, Bill A and Bill B. Tap + Add bill if you need more.
  3. Tap a bill tab to choose it, then tap each line that belongs on that bill. Tap a line again to take it off.
  4. Repeat for each bill. Every line must be on a bill and at least two bills must have items.
  5. Tap Confirm split. Posly opens payment for the first bill. Take payment, then pay the other bills from the floor.
  • To share one item with a quantity of 2 or more across bills, tap the line, Actions, then Separate to split, before you split.
  • To split one bill by amount instead (for example part cash, part card), stay on one bill: enter the first amount, confirm it, then pay the balance with the next method.

Take payment: cash, card, PromptPay and bank QR

Tap Pay on the ticket, pick how the guest is paying, check the amount and confirm. Card and transfer payments are booked to a receiving account so reports match the bank.

  1. On the ticket, tap Pay. The screen shows the Balance Due.
  2. Choose the method. Cash: enter what the guest handed you, or tap Exact. Posly shows the change to give.
  3. Card: charge the guest on your card machine first, then record it here. QR PromptPay: the guest scans the QR on your card machine. Bank Transfer: check the money in your bank app first.
  4. POS QR shows your venue's own PromptPay or bank QR on the till screen for the guest to scan. Tap Mark paid after you see the payment, or Upload slip (auto-verify) when SlipOK is connected.
  5. If Deposit to appears, tap the receiving account the money went into. You must choose one when more than one account takes this method.
  6. Tap Confirm Payment. To split by amount, confirm the first part, then pay the remaining balance with the next method.
  7. When the bill is paid in full, choose Done, Reprint receipt, Tax invoice or Reopen bill.
  • Owner setup, in Settings > Payments: add each bank or card machine under Receiving accounts with Add receiving account, and tick the methods it receives.
  • In the same tab, under PromptPay and QR payments, choose Phone number or Tax ID or Bank shop QR (KBank K SHOP). Turn on Show POS QR as a payment type on the till to show POS QR on the till.
  • Card payments by guests online (event tickets and booking deposits) are set up separately under Online card payments, also in Settings > Payments.

Voids, comps, refunds, reopening a bill and fixing a payment method

Before payment, fix the ticket with the line actions. After payment, use Recent tickets on the floor. Anything that changes money needs a reason and a manager PIN.

  1. Before payment: tap the line on the ticket, then Actions.
  2. Not sent yet: tap Remove. Already on a printed bill but not made: Void (not made). Already sent to the kitchen: Void (made) or Comp.
  3. For a void or comp, enter the reason and a manager PIN, then confirm. To cancel the whole ticket, use Void entire order.
  4. After payment: on the POS floor, tap Recent tickets. It lists tickets closed in the last 24 hours. Search by table or ticket number.
  5. Refund: tap Refund on the ticket, enter the amount (or Full bill) and the reason, enter a manager PIN, then tap Issue refund. The bill stays paid and the refund is recorded separately.
  6. Wrong payment method (for example card recorded but the guest paid cash): tap Change payment, pick the payment, choose the correct method, enter a manager PIN, then tap Change tender. No money moves and the bill stays closed.
  7. Reopen a bill to add or change lines: tap the ticket itself in Recent tickets, confirm the warning for a paid ticket, then enter the reason and a manager PIN. Right after payment you can also tap Reopen bill on the payment screen.
  • Reopening a paid ticket unlinks its payments. Take payment again before you close it.
  • Managers can see every refund in admin under Finance > Refunds, and voids and comps in the Z report.

Tax invoices: full and abbreviated

A VAT-registered venue gives an abbreviated tax invoice for a normal sale. When a customer asks for a full tax invoice, you must issue one with their name and address. The bill total does not decide which one.

  1. Take payment as normal. On the paid screen, tap Tax invoice.
  2. In Tax invoice details, enter the Buyer name / company, the Tax ID (13 digits) and the Buyer address (English or Thai). Copy them from the customer's company card or ID if you can.
  3. Tap Confirm. Posly issues the invoice number and asks Print tax invoice: choose OK to print the full tax invoice with your venue's legal name, Tax ID and branch, the buyer's details, the items and VAT.
  4. Customer comes back later: on the POS floor, open Recent tickets, find the ticket and tap Reprint tax invoice. This works when buyer details were saved on that ticket.
  5. Sale made outside Posly (for example a catering job paid by bank transfer): in admin open Finance > Manual tax invoice, enter the date, the buyer's details and the items, then save. Posly gives it the next number from the same tax invoice sequence and opens a print preview. Past manual invoices are listed on the same page for reprinting.
  • Abbreviated tax invoice (ใบกำกับภาษีอย่างย่อ): seller name and Tax ID, serial number, items, the words VAT included, and the date.
  • Full tax invoice (ใบกำกับภาษีเต็มรูป): everything above plus the buyer's name and address. If the buyer is VAT registered, add their Tax ID and head office or branch.
  • A retailer must issue a full tax invoice whenever the customer asks for one. The 1,000 baht figure some people quote is not the line between full and abbreviated.
  • Owner setup: enter the legal name, Tax ID and branch number in Settings > Tax, under Tax invoice details.

Find your way around Settings

Settings is split into tabs. Change what you need on a tab, then press Save. Some payment and tax fields can only be changed by the owner.

  1. Open Settings from the sidebar (managers and owners only).
  2. Venue: name, address, business hours and map location.
  3. Bookings: when guests can book, No-show protection, pacing, Large-party deposits and the booking page. Shown when Bookings is on.
  4. Online & QR: online ordering, pickup and delivery, the Table QR scan flow, your website and Booking and ordering on your website.
  5. POS: printing and the print agent, order rules, the POS action bar, Staff and cash, pricing and stock options such as auto 86.
  6. Payments: Receiving accounts, Online card payments, PromptPay or bank QR, and SlipOK.
  7. Tax: VAT and the legal name, Tax ID and branch printed on tax invoices. Service charge: the service charge rate.
  8. Payroll: pay period, social security and public holidays. Branding: logo and colours.
  9. Notifications: phone alerts, LINE Official Account (venue-wide) and owner alerts. Loyalty: tiers and rewards (with the Loyalty module).
  10. Your data: how long sales history is kept, Download all data (CSV), and demo data.
  11. Press Save before leaving. Changes stay in the form when you switch tabs, but are not saved until you press it. Loyalty and Your data save each change straight away.
  • Retail stores see Store and Checkout in place of Venue and POS.
  • Printers, tills and POS devices are not in Settings. They live in Hardware & system > Hardware.

Set up SlipOK to check PromptPay slips

SlipOK checks each PromptPay slip with the bank and confirms the money reached your account, so guests' payments are marked paid automatically. Setup is done in SlipOK's LINE Official Account and takes about 10 minutes.

  1. On your phone, open slipok.com and add the SlipOK LINE Official Account as a friend, then open its menu and start the business trial (OK BASIC).
  2. Create a shop. For the receiving account, enter the bank account behind this venue's PromptPay ID: the account the money actually lands in. SlipOK rejects slips paid into any other account.
  3. In the shop, create a branch and choose the API Key connection. Copy the API Key.
  4. In Posly admin, open Settings > Payments. Paste the key into SlipOK API key.
  5. SlipOK also shows an API URL that ends in a number, such as .../apikey/12345. That number is the branch ID: enter it in SlipOK branch ID.
  6. Press Save, then Test connection. When it works, Posly shows how many slip checks you have left.
  • You pay SlipOK directly. Posly does not charge for SlipOK checks.
  • Once connected, slips from the bill page, online orders, deposits, gift vouchers, member top-ups, event tickets and the POS are checked automatically. Without SlipOK, staff confirm slips by hand.
  • The same steps are shown in Settings under How to set up SlipOK.

Use the kitchen display (KDS)

The kitchen display shows every item sent from the POS on a screen in the kitchen. Cooks move each ticket from new, to cooking, to ready, to done.

  1. On the kitchen tablet, sign in to the POS. Tap the ... menu at the top right of the floor, then Kitchen display.
  2. Choose your station from Kitchen stations, or All stations. The tablet remembers it.
  3. New tickets appear under In kitchen. Tap Start when you begin cooking, then Mark ready when the food can go out.
  4. Ready tickets move to Ready for service. Tap Done when the food has left the pass.
  5. Done by mistake? Find it under Recently done and tap Recall.
  • Courses show on the card, with a note when more courses are still to come. Voided items are marked Voided.
  • If the header shows Reconnecting, check the tablet's Wi-Fi. Use Sound on so new tickets make a sound.

Table QR codes and online ordering

Guests can scan a QR on the table to see the menu and order, or order pickup and delivery from your online page. Online orders arrive on the POS for staff to accept.

  1. Set up payment first: online orders need PromptPay or a bank QR in Settings > Payments.
  2. Open Settings > Online & QR. Under Online ordering, turn on Enable pickup orders and or Enable delivery orders, and set the Pickup lead time (minutes).
  3. In the same tab, choose the Table QR scan flow: Off (menu only, staff take the order), Pay first (PromptPay), or Order now, pay at the end. Press Save.
  4. Print the table QR codes: open Bookings > Tables and tap Print table QRs. Each code is linked to its own table, so the order arrives with the table already filled in.
  5. On the POS, a new order shows New online order. Tap it, check the items and payment, then tap Accept order or Reject.
  6. When the food is ready, tap Mark ready. Finish with Mark handed over for pickup, or Mark delivered for delivery.
  • If the guest paid by slip and SlipOK is not connected, check the amount in your bank app before you accept.
  • To put booking or ordering on your own website, copy the code from Booking and ordering on your website in Settings > Online & QR and paste it into your site builder's HTML or embed block.
  • GrabFood and LINE MAN orders are keyed in by staff, not received automatically. Turn them on with GrabFood orders (manual entry) and LINE MAN orders (manual entry).

Bookings, deposits and no-shows

Take and manage bookings in admin, seat guests from the POS floor, and use deposits and no-show rules to protect busy nights.

  1. New booking: open Bookings > Reservations and tap New reservation. Enter the date, time, party size and guest details, choose tables if needed, then save. Staff on the POS can also use Book table.
  2. Online bookings that need checking wait as pending. Open the booking and tap Confirm.
  3. When guests arrive: on the POS floor open Today's bookings, tap the booking and Seat now, check the table and enter your PIN.
  4. Guests did not come: open the booking and tap Mark no-show. Posly can also mark it automatically after the time set in Mark as no-show after (minutes).
  5. Cancel: open the booking, tap Cancel and give a reason. If a deposit was paid, choose Forfeit, Refund or Decide later.
  6. Use a deposit on the bill: on the POS payment screen, tap Redeem a party deposit.
  • Deposit and no-show rules are in Settings > Bookings: No-show protection, Block online booking after N no-shows (0 = off) and Large-party deposits.
  • Guests pay deposits by PromptPay slip, or by card when Online card payments is switched on in Settings > Payments. Card deposits are refunded to the original card when you choose Refund.
  • Close dates for holidays in Bookings > Days closed with + Add closure. Arrange tables in Bookings > Tables, then Save layout.

Events and selling tickets

List events on your What's on page, sell prepaid spots or tables, check payments, then check guests in at the door on the night.

  1. Open Bookings > What's on. Fill in the New event form (title, category, start time) and tap Add event.
  2. To sell tickets, tap the ticket button on the event (Sell prepaid tickets for this event) and switch Selling tickets on.
  3. Add what is on sale: a name, Per head or Table or package, and the price. Set tables aside and the arrival window if you need them.
  4. Copy the Guest ticket link, or download the QR for posters and table tents.
  5. Guests pay by PromptPay and upload the slip. If SlipOK is not connected, check each slip in Bookings > Event tickets and tap Confirm paid, or release the booking.
  6. Before the night, tap Print event sheet for timings, tables, money still to collect and the guest list.
  7. On the night, the POS floor shows the event banner. Tap Door list and Check in each guest as they arrive.
  • Guests can also pay by card when Online card payments is switched on in Settings > Payments.

Timesheets, service charge, tips and payroll

Staff clock in and out on the POS. A manager approves the hours, shares out service charge and tips, then runs payslips from the approved hours.

  1. Staff clock in and out with Clock on the POS floor and their PIN.
  2. Each day, open HR & Staff > Timesheets. Set the real break minutes, fix any missing clock-outs, and mark who is Service charge eligible or Excluded from service charge. Then tap Approve.
  3. Service charge: open HR & Staff > Service charge, choose the From and To dates and tap Refresh. Check the pool and each person's share, then tap Distribute. Use Print breakdown for the staff copy.
  4. Tips: open HR & Staff > Tips, choose the dates, enter the cash tips counted, check the shares, then tap Distribute.
  5. Payroll: open HR & Staff > Payslips, choose the pay period and tap Refresh. Hours come from approved timesheets, with social security, service charge and tip shares added.
  6. Add any deductions or extra hours with the adjust button on a row. Then tap Email payslips to send each person theirs, and Export CSV for your accountant.
  • Pay period, social security and public holidays are set in Settings > Payroll. The service charge rate is in Settings > Service charge.
  • Only approved hours are paid, so approve timesheets before you distribute service charge or run payslips.

Member cards and loyalty

Member cards are reloadable cards guests top up and pay with. Loyalty tiers and rewards apply automatically on the POS when a known guest is on the bill.

  1. Issue a card in admin: open Customers > Member cards and tap Issue card at the top. Choose Member, Prize or Staff & VIP, swipe or tap the new card into the card number field, add the holder and any discount or prize value, then tap Issue card. New prize cards expire after 60 days unless you change the date.
  2. On the POS, tap Member card on a ticket for Check balance, Top up card, Add to bill, Issue card, Reassign card or Replace lost card.
  3. Top up: choose Top up card, swipe the card, enter the amount the guest paid and confirm. In admin, use Top up on the card.
  4. Pay with the card: on the payment screen choose Member card (Swipe to pay from balance).
  5. Check a card without a bill: on the POS floor, open the ... menu and tap Check member card.
  6. Loyalty: set tiers and rewards in Customers > Loyalty and Settings > Loyalty. When a reward is due on a bill, the POS offers it: tap Apply or Skip.
  • Each top-up records the paid amount and any bonus separately, so reports show real money taken. Member card sales count as revenue when the balance is spent.
  • A lost card can be replaced from the POS and the balance moves to the new card. Disable a card in Customers > Member cards if it should stop working.

LINE Official Account and guest messages

Connect the venue's LINE Official Account once so guests get booking messages and managers get alerts. Guest messages and campaigns are written, approved and sent from Posly GRM.

  1. In LINE Official Account Manager, turn on Messaging API for the venue's account and choose the venue-owned LINE provider.
  2. In LINE Developers, copy the Channel access token (long-lived) and the Channel secret.
  3. In Posly admin, open Settings > Notifications, go to LINE Official Account (venue-wide), paste both values and tap Save credentials.
  4. Copy the webhook URL Posly shows, paste it into LINE Developers, and turn on Use webhook.
  5. Each manager who wants alerts on LINE then uses Link my LINE under LINE for personal alerts.
  6. Guest messages: open Posly GRM from the Posly launcher, then Messages. Write the message, choose how it is sent and which Guest groups it goes to, and save it.
  7. Tap Request approval. The owner reads it and taps Approve message or Reject message.
  • Messages only go to guests who agreed to hear from you, and within your LINE message allowance.
  • If GRM says sending is not switched on yet, you can still write, approve and check who a message reaches. Posly switches sending on for your venue; no setting on your side starts it.

Get help on LINE

Posly has its own support account on LINE. Ask how to do something in Posly in Thai or English and get an answer from these guides. Link your LINE to your Posly login to ask about your own venue too, like yesterday's sales or the printer status, with the same access your role has in Posly.

  1. In Posly admin, open Settings > Notifications and find Posly support on LINE. If you do not see it, it is not switched on for your venue yet.
  2. Tap Get a code. Add Posly support as a friend on LINE with the link shown.
  3. Send the code in the LINE chat within 10 minutes. The card shows Linked when it works.
  4. Type your question in the chat, for example: what were the sales yesterday, or the kitchen printer is not printing.
  5. To talk to a person, send agent or คุยกับเจ้าหน้าที่. The Posly team replies in the same chat. Send bot to bring the assistant back.
  • The assistant answers only from the Posly guides and your own venue's data, as your role allows. It never shares pay or personal details and never sees another venue.
  • Send unlink in the chat, or tap Unlink in admin, to disconnect your LINE.

Billing, more than one venue, and exporting your data

The owner manages the Posly plan and payment card in Billing. Each venue has its own account and data. You can download your data at any time.

  1. Billing: open Hardware & system > Billing (owner only). Current plan shows the plan, status, renewal date and Modules enabled.
  2. To pay by card, use Add a payment card. To stop, use Cancel at period end; modules stay on until the end of the paid period.
  3. Add-ons: open Hardware & system > Add-ons (owner only). You can buy HR, stock, bookings, gift vouchers, GRM and loyalty there; each shows its monthly price and whether it is Included in your plan, Gifted by Posly, Purchased or Not active. Use Buy or Cancel add-on. When an add-on shows Ask us, tap it and Posly will contact you.
  4. Modules are set up by Posly and cannot be switched on or off in Settings > Venue. Retail, go-go, appointments, P&L, feedback, online ordering and the venue website are set up by Posly only: contact support@posly.xyz.
  5. More than one venue: each venue is its own Posly account with its own menu, staff and reports. If you have access to several, use Switch venue on the Posly launcher.
  6. Owners of a venue group also see Group dashboard on the launcher, with sales across all venues. To add a new venue, contact Posly at support@posly.xyz.
  7. Export everything: open Settings > Your data and tap Download all data (CSV). You get one CSV with categories, products, customers, orders, payments, staff, time entries and reservations. PINs and passwords are never included.
  8. Sales for your accountant: open Analytics > Reports, choose the dates, then use Export or Download bills (CSV).
  • How far back sales history goes is shown in Settings > Your data under Sales data retention.

Add staff, PINs, rota and leave

Add each team member with a PIN so they can clock in and use the POS. Plan the week with rota templates and answer leave and swap requests.

  1. Open HR & Staff > Staff and choose the Add staff tab. Enter the name, role, a 4-digit PIN, department and pay, then tap Create staff.
  2. Or let new staff fill in their own details: open Hire links, create a hire link and show them the QR. Approve their form when it appears under awaiting review.
  3. Rota: open HR & Staff > Rota, tap + New template, add each person's shifts for the week and save.
  4. Under Apply for a future week, choose the Monday the week starts and tap Generate shifts. Applying the same week twice does not create duplicates.
  5. Leave: open HR & Staff > Leave requests and tap Approve or Deny. Shift swaps: open HR & Staff > Swap requests.
  • Each person needs their own PIN. Voids, comps and refunds are recorded against the PIN used, so never share a manager PIN.

Stock counts, deliveries and recipes

Count stock, order from suppliers and receive deliveries, and link menu items to ingredients so Posly knows your costs.

  1. Count: open Inventory > Stock Counts and tap Start stock count. Enter the real quantity of each item, save as you go, then complete the count to see the differences.
  2. Staff can also count on the POS: open the ... menu on the floor and tap Stock count.
  3. Order: open Inventory > Purchase Orders, tap New Purchase Order, choose the supplier, add the items and quantities, then save or print it.
  4. Receive the delivery on the POS with Receive stock from the ... menu, checking what actually arrived.
  5. Recipes: open Inventory > Recipes, choose the menu item, add each stock ingredient and quantity, and check the recipe cost.
  • Once recipes and a first count are in, sales take ingredients off stock, and you can turn on auto 86 in Settings > POS.

Read your sales and reports

Today shows the live day. Reports covers any date range, and Z reports show each closed till.

  1. Open Today for today's sales, covers and open bills.
  2. Open Analytics > Reports, choose the date range and the view you need, such as items, payments or staff.
  3. Use Export for a PDF or Excel sales report, or Download bills (CSV) for every bill in the period.
  4. Each closed till's cash count, payments and over or short are in Finance > Z reports.

Discounts and happy hour

Managers set up discounts in admin, including timed ones such as happy hour. Staff apply them to a bill on the POS.

  1. Open Discounts and tap New discount.
  2. Answer each step: what the discount is and what it applies to, who can use it, and when it applies (days and times). Check the review and save.
  3. On the POS, open the ticket, tap Discount and choose the discount. Some discounts ask for a staff or manager PIN.
  • Discounts with set days and times apply on their own during those hours.

Ask Posly

Ask Posly answers questions about your venue and how to use Posly, in English or Thai. It never changes anything without your confirmation.

  1. On the POS, open the ... menu on the floor and tap Ask Posly. In admin, use the Ask Posly button.
  2. Type a question in your own words, for example how do I split a bill, or what are today's sales.
  3. On the POS, tap New chat to start again.
  • Ask Posly on the POS is switched on by a manager in Settings > POS.

Receipt or kitchen ticket not printing

Work from the POS back to the printer: is the print agent online, is the printer reachable, does Windows still know it by the same name, is a job stuck in the Windows queue, is the item routed to the right printer.

  • Receipt not printing, kitchen or bar ticket not coming out, or the bill does not print after Print bill.
  • The badge at the top of the POS shows Agent offline, Agent stale or Agent not connected.
  • A test print in admin fails with "printer not reachable at" followed by the IP and :9100, or with "print failed (windows raw)".
  • The POS says Bill saved but NO printer station is configured. Set one in Hardware & system > Hardware. or Kitchen sent, but the bill could not be queued. Use Reprint Bill.
  1. Tell the kitchen straight away so the guest is not kept waiting. On the POS floor, Message prints a short note to any station that still works.
  2. Check the printer itself: power on, paper loaded, lid closed, cables in. Turn it off for 10 seconds and on again.
  3. Look at the print agent badge at the top of the POS. Agent online is fine. Agent offline or Agent stale means the agent computer is off, asleep or has no internet, so nothing can print: wake it or restart it (see Print agent offline).
  4. Agent online but one printer silent: in admin open Hardware & system > Hardware, Printers & routing, and tap Test print on that printer. Read the message it shows.
  5. USB printer on Windows: open Printers & scanners in Windows Settings and compare the printer's name with the queue name saved in Posly (for example CASHIER). They must match exactly, letter for letter.
  6. The test prints but orders do not: the problem is routing. Check the category's station in Categories, Print to (override category) on the product, and each till's receipt printer in Tills & devices.
  • "printer not reachable at" a network printer: the printer is off, the cable is out, or its IP address changed. Print the printer's self-test page (hold FEED while switching it on) to see its current IP, put that IP in Printers & routing, save and test again. Ask whoever manages the router to reserve that IP so it does not change again.
  • "print failed (windows raw)" or a new USB printer that Windows installed under another name such as Cashier2: open Printers & scanners, choose the printer, open Printer properties and on the General tab rename it to exactly the name Posly uses (for example CASHIER). Then test again.
  • A job stuck in the Windows queue blocks everything after it. Open Services, stop Print Spooler, delete everything inside C:\Windows\System32\spool\PRINTERS, then start Print Spooler again. In PowerShell opened as administrator, the same in one line: Stop-Service Spooler -Force; Remove-Item C:\Windows\System32\spool\PRINTERS\* -Force; Start-Service Spooler
  • Bill saved but NO printer station is configured. Set one in Hardware & system > Hardware. There, open the Tills & devices tab and choose this till's receipt printer.
  • Once the printer works again, reprint the bill with Reprint on the ticket. Items already sent are not sent again by tapping Send, so read the missed order to the kitchen.
  • Hardware & system > Setup health shows which printers and agents need attention, with the next step for each.

Email support@posly.xyz if Test print still fails after these checks, or if the agent is online and the test prints but orders still do not. Send the printer name, the exact test message, and a photo of the Windows printer list.

Till says Load failed or Offline

When the internet drops, the POS keeps what you do on the tablet and sends it when the connection returns. Load failed means the tablet could not reach Posly. Never clear the browser data to fix it: unsent sales would be lost.

  • A red bar across the top of the till: Offline - check the internet connection.
  • A screen says Load failed (iPad) or Failed to fetch (Android or PC), or the till cannot load a table.
  • A small pill at the top shows Syncing with a number, or a red pill such as 2 failed.
  1. A badge saying Offline - check the internet connection. means the tablet has no connection. Check the Wi-Fi on the tablet and that the router is on.
  2. Keep working. Changes wait on the tablet and the badge shows Syncing with a count when the connection returns. Leave the tablet on until it says Synced.
  3. If a payment shows Payment awaiting confirmation, do not take the money again. Tap Retry same payment once the connection is back.
  4. If the badge shows failed items, tap it and use Retry failed. Discarding an item needs the connection back and a manager's approval, so only do it with a manager.
  5. Load failed on a screen: check the internet, wait a few seconds and try again. Other tablets working fine usually means it is this tablet's Wi-Fi.
  6. If the POS is stuck or keeps failing after an update, lock the till with Switch staff (lock till) from the ... menu, then tap Posly not working? Reload it on the PIN screen. The till stays paired and unsent sales are kept.
  • Wi-Fi or router down: restart the router, then reconnect the tablet to the venue Wi-Fi. The queue sends itself and the pill turns Synced.
  • Only this till is stuck: lock it, tap Posly not working? Reload it on the PIN screen and sign in again with your PIN.
  • A manager can see what each till still has to send in Hardware & system > Hardware, Tills & devices: Synced is good, unsent changes show a count and how long they have waited.
  • When New version available. Tap to update appears, tap it at a quiet moment, ideally between tables.
  • Do not clear website data, delete the app or sign out while anything is waiting to sync.

Email support@posly.xyz if every till shows Load failed while the internet works for other websites, or if items stay failed after Retry failed. Send the till name, the time, and a photo of the queue list.

Till slow or frozen

A slow or frozen till is usually the tablet's Wi-Fi, an update waiting to load, or the browser running too long. Reloading Posly is safe; clearing website data is not.

  • Buttons take seconds to respond, the screen does not change when tapped, or a white screen.
  • The PIN screen shows New version available. Tap to update.
  1. Is it only this till? If other tills are fine, it is this tablet. If all are slow, check the venue internet first.
  2. Look for the red Offline - check the internet connection. bar or a Syncing pill at the top. If you see one, follow Till says Load failed or Offline.
  3. If New version available. Tap to update shows, tap it between tables.
  • Lock the till with Switch staff (lock till) from the ... menu, tap Posly not working? Reload it on the PIN screen, then sign in with your PIN. The till stays paired and unsent sales are kept.
  • Still slow: close the browser or the Posly app completely and open it again. Restart the tablet at the end of the night.
  • A manager can clear a till that will not recover from Hardware & system > Hardware, Tills & devices, with Clear till. Read the warning first: changes the till has not sent are lost.
  • Never clear website data or delete the app to fix a slow till while anything is waiting to sync.

Email support@posly.xyz if a till freezes again after a reload, or shows a white screen that a reload does not clear. Send the till name, the time and a photo of the screen.

Can't log in or PIN not accepted

Staff sign in to a paired till with their own PIN. Most PIN problems are a wrong PIN, too many tries, or not being clocked in.

  • The PIN screen says Invalid PIN or PIN not recognised. Try again.
  • The screen says Too many wrong PINs. Wait a moment and try again.
  • Not clocked in. Please clock in first. or You're not clocked in
  • A manager action says Invalid manager PIN or Insufficient role.
  1. Type the PIN slowly and check the dots: PINs are at least 4 digits.
  2. After too many wrong tries, wait a minute before trying again. Every wrong try restarts the wait.
  3. Not clocked in: tap Clock (or Staff time clock on the PIN screen), enter your PIN and Clock in, then try again.
  4. Manager actions (refunds, voids, opening the drawer) need a manager's PIN, not a staff PIN. Insufficient role means the PIN belongs to someone without that permission.
  • Forgotten PIN: a manager sets a new one in admin under HR & Staff > Staff (or Hardware & system > Till PINs if your venue does not use the HR module). Each person keeps their own PIN; never share a manager PIN.
  • Admin sign-in link expired: request a new one from the sign-in page and open it on the same device.

Email support@posly.xyz if a correct, newly set PIN is still refused, or the owner cannot sign in to admin at all. Send the staff name and the exact message.

Till not paired or keeps asking to pair

Each tablet or computer running the POS pairs once with a 6-digit code made in admin. A till that was revoked, or whose code expired, lands back on the pair screen.

  • The till shows Pair this device and asks for a 6-digit code.
  • Pairing fails with "invalid or expired code", "Pairing code is 6 digits." or "Pairing timed out. Check internet, refresh, then try a new code."
  1. Check the tablet has internet.
  2. Codes last 10 minutes and work once. If yours is older, make a new one.
  3. In admin, open Hardware & system > Hardware, Tills & devices, and look at Paired POS devices. A till marked Revoked has to be paired again.
  • In Tills & devices, tap Pair new device. Type the 6 digits on the till, or scan the QR with the till's camera, within 10 minutes.
  • After pairing, choose the till's cashier point in Till so it prints to the right receipt printer.
  • "Resolve the pending stock receipt before pairing this POS to a venue." Finish or cancel the stock delivery on this till first, then pair.

Email support@posly.xyz if a fresh code is refused straight away on a till with working internet. Send the till name and the exact message.

Shift won't close or yesterday's till is still open

A till cannot close while its tables are open, and a new day cannot start while yesterday still needs its final close.

  • The till says Yesterday's till is still open.
  • Open tables remain when you try to close.
  • The till shows Finish previous day, or Could not load the venue close status. Reload before opening or closing a till.
  1. Check the floor for tables still open on this till. Pay or close each one.
  2. Look for a Syncing pill or the red offline bar: a till with unsent changes should send them before you close.
  3. Could not load the venue close status. Reload before opening or closing a till. Reload with Posly not working? Reload it on the PIN screen, then try again.
  • Open tables remain: tap Back, finish tickets and finish them on the floor, or a manager taps Force-void all and continue. Nothing carries into the next day.
  • Yesterday's till is still open: close that till first. Count the drawer as it is now; its Z report counts towards yesterday. Then open a fresh till for today.
  • Finish previous day: a manager taps it and completes Final close shift with a manager PIN. Wait for Final close complete, then open today's till.

Email support@posly.xyz if the final close keeps failing, or tables you closed still block the close. Send the till name, the business date and a photo of the message.

Cash drawer not opening

The drawer is opened by the till's receipt printer through the print agent, so it needs the same things printing does, plus its cable into the printer.

  • The drawer stays shut after a cash payment or Open drawer.
  • "No till printer is set for this device, so the drawer can't be opened."
  1. Does the receipt print? If not, fix printing first: the drawer opens through the same printer.
  2. Check the drawer cable (the small phone-style plug) is pushed into the back of the receipt printer, and the drawer is not locked with its key.
  3. Check the POS badge shows Agent online.
  • No till printer set: in Hardware & system > Hardware, Tills & devices, choose the receipt printer for this till, then try Open drawer again.
  • Need the drawer open now: use the drawer's key. Open drawer needs a manager PIN and is recorded.

Email support@posly.xyz if receipts print from this till but the drawer never opens with the cable firmly in. Send the printer model and till name.

Cash or totals don't match the Z report

The Z report's expected cash is the opening float plus cash sales, minus cash refunds, cash drops and petty cash out. A difference almost always comes from one of those, or from a bill recorded with the wrong payment type.

  • The close shows Over or Short against Expected cash.
  • Card or QR totals in the report differ from the card machine or the bank app.
  1. Count the drawer again, including notes under the tray.
  2. Check the Opening float that was entered when the till opened.
  3. Look for Cash drop and Petty cash entries that were not recorded, or recorded twice.
  4. In admin open Finance > Z reports for the till: compare cash, card and QR by payment type. Cash refunds are listed in Finance > Refunds.
  5. Ask whether a bill was reopened and paid again during the shift, or a guest paid by card but it was recorded as cash.
  • Wrong payment type on a closed bill: on the POS floor open Recent tickets, find the bill and tap Change payment. No money moves, and the totals by type correct themselves.
  • Cash left the drawer without a record: add it with Petty cash or Cash drop while the till is still open. After the close, add a note to the shift so the owner knows.

Email support@posly.xyz if the Z report's payment totals do not add up to the bills listed for that shift. Send the till name and business date.

Card, PromptPay, bank QR or SlipOK payment problems

Posly records card payments taken on your own card machine; it does not talk to the machine. PromptPay and bank QR money goes straight to your account, and SlipOK checks the slip with the bank.

  • The QR does not show, or says "This venue hasn't set a PromptPay ID."
  • A guest's phone camera opens a web search instead of paying: they must scan with their banking app (Scan with your banking app, not the phone camera).
  • A slip upload is refused: "This slip has already been used." "The amount on this slip does not match the amount due." "This slip was paid to a different account, not to this venue." "We could not find a valid payment QR on this slip. Please upload the original slip image from your bank app."
  • "Slip check is unavailable right now. Please show your slip to staff." or "SlipOK is not set up correctly for this venue."
  • The payment screen shows Payment awaiting confirmation.
  1. Card: did the card machine print an approved slip? Only then tap Card in Posly, for the same amount.
  2. PromptPay or bank QR: check the money in the venue's bank app before you tap Mark paid.
  3. Payment awaiting confirmation: do not take the money again. Tap Retry same payment once the connection is back.
  4. Slip refused: read the message. A used slip, wrong amount or another account is a real problem with that payment; ask the guest to check their bank app.
  • No PromptPay ID: the owner adds it in Settings > Payments under PromptPay and QR payments, then saves.
  • SlipOK not set up or unavailable: check the key and branch ID in Settings > Payments and press Test connection. SlipOK codes 1001 and 1002 mean a wrong branch ID or API key; 1003 and 1004 mean the SlipOK package has expired or run out of checks (top it up in SlipOK's LINE account); 1009 and 1010 mean the bank is slow, so try again in a few minutes. Meanwhile confirm in the bank app and use Manual (no slip).
  • SlipOK 1012, 1013 and 1014 are a used slip, a wrong amount and a payment to another account. Do not mark the bill paid until the right money is in your account.
  • Paid with the wrong button: see Wrong payment method recorded.

Email support@posly.xyz if Test connection passes but slips are still refused as not set up, or a payment stays Payment awaiting confirmation after the connection is back. Send the bill number and time; never send card numbers.

Wrong payment method recorded

If the money was taken but the wrong button was pressed (card recorded as cash, for example), correct the payment type. No money moves and no refund is needed.

  • A guest paid by card or QR but the bill says Cash, or the other way round.
  • The Z report's cash is short and the card total is over by the same amount.
  1. Is the bill already closed? On an open bill, Remove payment takes off a payment before you close it.
  2. Find the bill on the POS floor under Recent tickets. Only bills from the last 24 hours are listed.
  • Tap Change payment, pick the payment, choose the right method, enter a manager PIN and tap Change tender. The bill stays closed.
  • Only a closed (paid) ticket can have its tender changed Close the bill first, then change the method.

Email support@posly.xyz if a bill older than 24 hours needs its payment type corrected. Send the bill number, date and the correct method.

Item not showing on the POS or the online menu

An item disappears when it or its category is switched off, when it is hidden from online ordering, or when the venue is in event mode and the item is not on the event menu.

  • Staff cannot find a dish on the POS, even by search.
  • Guests cannot see a dish on the table QR or online ordering page.
  1. Is it 86'd? A sold-out tile still shows on the POS, marked Sold out. See Item 86'd when it should not be.
  2. In admin open Products, find the item and open it. Is Active ticked?
  3. Check its category in Categories is active too: an inactive category hides everything in it.
  4. Online only: is Show online ticked on the product, and is the category shown online (Show online or Hide online in Categories)?
  5. Online during an event: when event mode is on, guests only see products with Event menu ticked.
  • Tick the missing box, save, then reload the POS (Posly not working? Reload it on the PIN screen) or refresh the online page.
  • Archived by mistake: archiving unticks Active. In Products use the Show archived button, open the product, tick Active and save.

Email support@posly.xyz if the product and category are both active and shown online, yet the item is still missing after a reload. Send the product name and where it is missing.

Item 86'd when it should not be

Posly can 86 an item on its own: when a quantity set on the tile runs out, when auto 86 finds an ingredient at zero, or when every choice of a required option is sold out.

  • A tile shows Sold out although the kitchen has it.
  • A toast says "item 86'd too (no choices left)" after a choice was 86'd.
  1. Was a quantity set on the tile? The tile counts down as it sells and 86s itself at zero.
  2. Is Mark items sold out when stock runs out on in Settings > POS? It sells items out when a recipe ingredient's stock reaches zero, so wrong stock levels 86 items you still have.
  3. Does the item have a required option (for example a size or milk) whose choices are all 86'd?
  4. The owner can see who 86'd what, and when, in Hardware & system > Audit log.
  • Bring it back: press and hold the tile and tap Bring back (a manager PIN may be needed). For a choice, long-press the choice in the options list.
  • Wrong stock levels behind auto 86: do a stock count in Inventory > Stock Counts, or turn Mark items sold out when stock runs out off until counts are right.

Email support@posly.xyz if an item 86's itself again straight after you bring it back and none of the causes above apply. Send the item name and the time.

Stock not going down when items sell

Sales take stock off through recipes. An item with no recipe, or a recipe line whose unit cannot be converted to the stock item's unit, sells without touching stock.

  • A stock count shows far more than you have.
  • Hardware & system > Setup health warns "Recipe units match stock" with a list of recipe lines that deduct no stock when sold.
  1. Does the item have a recipe? Open Inventory > Recipes and find it.
  2. Open Hardware & system > Setup health and read the "Recipe units match stock" line.
  • Recipe unit cannot convert to the stock unit (for example a recipe in ml against a stock item counted in bottles): open the product in Inventory > Recipes, pick a unit offered for that ingredient, and save. Setup health turns green once every line converts.
  • No recipe: add one in Inventory > Recipes. Sales before the fix are not taken off afterwards, so do a stock count in Inventory > Stock Counts to correct the levels.

Email support@posly.xyz if setup health is green and the recipe is saved, yet sales still do not take stock off. Send the product and ingredient names.

Kitchen display not updating

The kitchen display gets new tickets over the internet as soon as a server taps Send. If it stops, it is usually the tablet's connection or the station it is filtered to.

  • The header shows Reconnecting, or the screen says Could not load the kitchen queue.
  • Orders were sent but the kitchen display stays on All clear.
  1. Check the kitchen tablet's Wi-Fi. Kitchens often have weak signal.
  2. Check Kitchen stations: a display set to one station only shows that station's items. Choose All stations to test.
  3. Were the items really sent? Lines marked Not sent on the ticket have not gone to the kitchen.
  • Could not load the kitchen queue. Tap Retry. If it keeps failing, reload Posly on the tablet.
  • Items going to the wrong station: set the category's station in Categories, or Print to (override category) on the product.
  • Turn on Sound on so new tickets make a sound.

Email support@posly.xyz if the display stays on Reconnecting while other devices on the same Wi-Fi work. Send the tablet type and the time.

Online or table QR orders not arriving

Online and table QR orders arrive on the POS as New online order for staff to accept. They need ordering switched on, a way to pay, and a POS open to receive them.

  • Guests say they ordered but nothing appears on the POS.
  • The POS shows Online orders offline. Will retry.
  • Guests can see the menu from the table QR but cannot order.
  1. Is a POS open and online on the floor? Orders are announced on open tills.
  2. In Settings > Online & QR, is Table QR scan flow set to Off? That mode is menu only, so guests cannot order.
  3. Are Enable pickup orders or Enable delivery orders on, if you take pickup or delivery orders?
  4. Is PromptPay or a bank QR set up? Set up PromptPay or a bank QR on the Payments tab. Online orders need it for payment.
  • Change the setting that is off, press Save, then place a test order from your own phone and accept it on the POS.
  • Online orders offline. Will retry. Check the till's internet; orders already placed appear once it reconnects.
  • Managers can also get a phone alert for new online orders: Enable notifications in Settings > Notifications.

Email support@posly.xyz if a test order shows as placed for the guest but never reaches the POS. Send the time and the table or pickup name used.

Booking or email notifications not arriving

Guest emails, owner reports and manager alerts are each switched on in a different place under Settings > Notifications.

  • Guests do not get booking confirmation or reminder emails.
  • The owner does not get the end of day or Z report email.
  • No push alerts on a manager's phone, or You blocked notifications in the browser. Allow them in site settings and try again.
  1. Check the spam or junk folder first.
  2. Guest emails: in Settings > Notifications, is Send email confirmations ticked and does Email provider show Active? Is the guest's email address spelled right on the booking?
  3. Owner reports: is the email listed under Owner alerts? A blank list sends nothing.
  4. Manager alerts: under My alerts, is the event ticked with Email or Push on?
  • Push: under Device push notifications tap Enable notifications on each phone, then Send test. On iPhone, add Posly to the home screen first; iOS only sends push to installed apps.
  • Blocked in the browser: allow notifications for the Posly site in the browser's site settings, then tap Enable notifications again.
  • Add or correct the address, then press Save. Changes apply to the next email.

Email support@posly.xyz if Email provider does not show Active, or emails stay missing after a day with the settings right. Send the address that should receive them and an example booking.

LINE OA not replying or sending

Posly talks to your LINE Official Account through the Messaging API. It needs the channel access token and secret saved in Posly and Posly's webhook URL switched on in LINE Developers.

  • Guests get no booking messages on LINE, or managers get no LINE alerts.
  • LINE Official Account (venue-wide) shows Not configured.
  1. In Settings > Notifications, does LINE Official Account (venue-wide) show Connected?
  2. In LINE Developers, is Posly's webhook URL pasted in and Use webhook turned on?
  3. In LINE Official Account Manager, is Messaging API turned on for this account?
  4. Manager alerts: has that manager used Link my LINE under LINE for personal alerts?
  • Copy a fresh Channel access token (long-lived) and the Channel secret from LINE Developers, paste both and tap Save credentials. Then paste the webhook URL Posly shows into LINE Developers and turn on Use webhook.
  • Guests getting the LINE auto-reply instead: in LINE Official Account Manager, check the response settings so webhooks are on.
  • Messages only go to guests who agreed to hear from you, and stop when the LINE monthly message allowance is used up.

Email support@posly.xyz if LINE Official Account (venue-wide) shows Connected and the webhook is on, but nothing reaches LINE. Send the LINE OA name and the time of a message that did not arrive.

Tax invoice details wrong or can't reprint

A full tax invoice is issued from the paid bill with the buyer's details. It can be reprinted from recent tickets only if it was issued on that bill.

  • Reprinting says This ticket has no tax invoice on file. Reopen the ticket to issue one.
  • The customer's name, Tax ID or address on the invoice is wrong, or your venue's own details are missing.
  1. Was the invoice issued? Open Recent tickets on the floor and tap Reprint tax invoice. It only works when buyer details were saved on that bill.
  2. Venue name, Tax ID or branch missing: the owner fills them in Settings > Tax.
  • No invoice on the bill yet: reopen the bill, tap Tax invoice after payment, and enter the Buyer name / company, Tax ID (13 digits) and Buyer address.
  • A sale made outside Posly: issue it from Finance > Manual tax invoice in admin.
  • Buyer details wrong on an issued invoice: a tax invoice number cannot be reused. Ask your accountant how they want it corrected before issuing anything new.

Email support@posly.xyz if Reprint tax invoice fails on a bill where the invoice was issued, or the invoice number sequence looks wrong. Send the bill number and invoice number.