--- title: "Fix common POS issues" url: "https://support.cosmesoft.app/en/article/fix-common-pos-issues" language: "en" last_updated: "2026-09-09T12:20:37.792Z" --- # Fix common POS issues Use this guide to resolve common Point of Sale (POS) issues during checkout, transaction review, refunds, and register balancing. ## Before you begin - Check that you are working in the correct **Current Location**. - Confirm the correct client, operator, appointment, cart, and payment details before completing a sale. - If a sale has already been completed, do not edit the original transaction. Use a refund and create a new sale where required. - If you cannot access a POS action, ask a manager or admin to check your role permissions. ## Problem: The wrong operator is linked to a sale A sale may be recorded against the wrong staff member if the operator is not changed before checkout. - **If the sale is still in the cart:** select the correct operator before taking payment. - **If the sale has already been completed:** check whether your clinic process requires a refund and re-invoice, or whether the reporting correction can be handled by an admin. - **To prevent this:** confirm the operator before selecting the payment method and completing checkout. ## Problem: The wrong payment method was used Completed POS payments cannot currently be changed to a different payment method. - **Solution:** refund the original transaction, then process the sale again using the correct payment method. - **Before refunding:** check whether the original payment has settled or needs to be handled outside Cosmesoft, especially for card or third-party payments. - **When re-processing:** confirm the payment method before selecting **Process Payment**. ## Problem: Payment method is missing or greyed out - **Check** that the payment method is enabled in **Settings > Payment Methods**. - **Check** that a payment account is set up if you use an integrated provider such as **2Pay**. - **Check** your internet connection. Integrated payment methods may need a stable connection to appear active. - **Ensure** a client and operator are assigned to the sale, as some payment options require client or operator tracking. ## Problem: The wrong client is linked to a sale - **If the sale is still in the cart:** remove the incorrect client and select the correct client before checkout. - **If the sale has already been completed:** refund the transaction if the sale needs to be reissued to the correct client. - **To prevent this:** use the client search or **Today’s Booking** option carefully, and confirm the client name before payment. ## Problem: An item is missing from the cart - **Check** that the item type is being added from the correct area, such as services, products, gift vouchers, treatment packages, or account top-ups. - **Check** that the item is active and available at the selected location. - **If the item is linked to an appointment:** return to the appointment and use **Add to Sale** again if required. ## Problem: Cart item shows the wrong price - **Check** whether the price is coming from the service, product, promotion, package, voucher, or account top-up setup. - **For a one-off correction:** adjust the item price in the cart if your role allows it. - **For a permanent correction:** update the master setup in the relevant settings area, such as **Settings > Services** or **Inventory > Products**. ## Problem: Discount, promotion, voucher, or loyalty value is not applying - **Check** that the client, item, date, and location meet the rules for the discount or promotion. - **Check** that the gift voucher, loyalty balance, package, or account credit has enough available value. - **Check** whether the value has already been redeemed on another transaction. ## Problem: Product stock is incorrect after a sale or refund - **For sales:** confirm the product and quantity were added correctly before checkout. - **For refunds:** use the stock return option only when the client has returned the product and it should be added back to inventory. - **If stock is still incorrect:** ask a manager or admin to review inventory movements and make a stock adjustment if required. ## Problem: Cannot process a refund - **Check** that the transaction is a completed sale and still has refundable items. - **Check** that you have permission to process refunds. - **Check** whether the refund should go back to the original payment method, to cash, or to the client account as credit. - **If the refund is for a product:** confirm whether the product should be returned to stock. ## Problem: Cannot find a transaction - **Check** that the correct location is selected. - **Adjust** the **From** and **To** date filters to include the transaction date. - **Search** by client name, mobile number, invoice number, or transaction ID. - **Clear** status or type filters if they are hiding purchase or refund records. ## Problem: Cannot close the POS session - **Complete** each step in the register balancing flow before closing the session. - **Enter** counted amounts for the payment methods that require balancing. - **Add** a comment for any variance between expected and counted totals. - **Confirm** the next session float and cash to deposit before closing. - **Refresh** the page if the interface appears frozen, then check that the session has not already closed before trying again. ## Problem: The cash drawer balance does not match expected totals - **Review** payments received, refunds, liabilities, and cash movements for the session. - **Check** that cash in and cash out entries were recorded with the correct reason and amount. - **Recount** the physical cash before confirming the final drawer balance. - **Add** a clear comment explaining the variance before closing the session. ## Problem: Receipt, invoice, or summary did not print or email - **Check** the printer connection, paper, and browser print settings. - **Open** the transaction from the **Transaction** tab and use the available receipt or invoice options again. - **For email:** confirm the client email address is correct before resending. - **For session summaries:** print or email the summary before leaving the final session summary screen if your workflow requires it. ## When to ask for help Contact your manager, admin, or Cosmesoft Support if: - A payment has been taken from the client but the transaction is not showing in POS. - A refund has failed or has been processed twice. - The register cannot be balanced after checking payments, refunds, liabilities, and movements. - You need to correct a completed sale and are unsure whether to refund and re-invoice. Troubleshoot payment processing and cart visibility problems at checkout. ## Problem: Payment method is missing or greyed out - **Verify** that all payment methods you wish to access are enabled in the **Settings > Payment Methods**. - **Verify** that a payment account is setup if you wish to use 2Pay in **Settings > Payment Accounts.** - **Check** your internet connection; some integrated methods like 2Pay will require a stable connection to appear active. - **Ensure** a client and staff member are assigned to the sale, as some methods are restricted and need to be linked to a client and/or operator for tracking and reporting. ## Problem: Cart item shows the wrong price - **Note:** Pricing is pulled from the master **Service** or **Product** setup. - **Solution:** Manually edit the price in the cart for a one-off adjustment, or update the master price under **Settings** > **Services** or **Inventory > Products** for permanent changes. ## Problem: Cannot close the POS session - **Ensure** that an actual amount has been entered for every payment type in the closing modal. - Enter comments for any discrepancies in the **Expected** and **Actual** Amounts. - **Refresh** the page to resolve any temporary interface freezes. * * * ##