Your cart is never lost. Every refusal below leaves the items, the customer and the discount exactly where they were. Fix what it asks for and take payment again.
Where the message appears
Two places, and often both at once:
- A red banner across the top of the sale screen, with a Dismiss link. It carries the exact reason for money problems — a short balance, a short tender, a bad misc line — and the general "Payment could not be completed — please try again." for everything else.
- A pop-up notice in the corner. This one always carries the server's own words, so when the banner is vague, read the pop-up.
One refusal gets its own dialog instead: a closed register.
Register closed
Register closed Register is closed — open a float first.
No float has been opened on this register today, so the cash from this sale would have nowhere to go.
Tap Open a float to jump to the Registers page, open the drawer, then come back — the cart is waiting. See Open your drawer for the day.
More than one register is open here — pick your register first
The app cannot tell which till you are standing at, and it will not guess which drawer your cash belongs in.
Go to Registers, find the one you are at, and tap Use This Register. Then take payment again. You only do this once per device.
No active register at this location
No register is open at this location at all. Open one on the Registers page.
Payment insufficient: … cash + … card + … wallet < … total
The tenders you entered do not add up to the total the server worked out. It shows you all four figures.
Three things cause it:
- a split leg that was never filled in;
- a total that moved after the amounts were typed;
- tax. The sale screen applies your store's one default rate; the server charges tax per product, so a store with more than one tax rate or any tax-exempt product can be shown a total a little under what is charged. The message names the real total.
Go back into payment and make the amounts add up to the figure in the message. See Discounts and cash pricing.
Insufficient wallet balance: requested … but available …
The customer does not have that much store credit. The message gives you both numbers.
Lower the store-credit amount to what they have and take the rest another way.
Wallet redemption requires a customer on the sale
Store credit was used with nobody attached to the sale. Close the payment window, tap Assign Customer, then take payment again.
Wallet redemption failed — redemption is disabled for this store or the balance is insufficient. Remove the wallet payment and retry.
Either your store has store-credit redemption switched off on the Rewards page, or the balance moved between checking it and taking it — the same customer paying on another register.
Take the store-credit line off and take the payment another way. Nothing has been charged and no balance has moved.
Serial already sold — pick a different unit and retry.
Another register sold the exact unit that is in your cart, first. Nothing was charged.
Take that line off, tap the tile again, pick a different unit, and take payment again. See Sell a serialized item.
One or more items could not be found
Something in the cart no longer exists in the catalog — usually a product deleted while the sale screen was open.
Remove the line and, if you still need to sell it, ring it as a Misc. Item.
A misc item needs a name / a price greater than zero / a quantity of at least 1
A one-off line is incomplete. The Misc. Item dialog catches this before it lets you add the line, so you should rarely see it at checkout.
Remove the line and add it again with all three filled in.
Per-line discounts are not supported on this endpoint — apply a cart-level discount instead
Something tried to put a discount on a single line. The checkout refuses rather than quietly charging full price.
Clear the cart, ring the items again, and use Add Discount on the cart. See Discounts and cash pricing.
Payment could not be completed — please try again.
The catch-all. Read the pop-up notice in the corner — it has the real reason.
If there is no pop-up, or the wording means nothing to you, take a note of the time and the transaction and contact support. Do not keep tapping Complete.
Session expired. Redirecting to login…
You have been signed out — 8 hours after you signed in. Ringing sales does not push that out. The app takes you to the sign-in page after a moment.
The cart does not survive this one. Sign back in and ring the sale again. See Sign in and sign out.
This feature isn't enabled for your role or business type
The account or the role does not cover what was attempted. Nothing you can fix at the counter — a manager can check the employee's role, or contact support.
Request timed out. Please try again. / Network error. Please check your connection.
The terminal could not reach the server. Check the network, then take payment again.