Printer not printing

A checklist from paper and cables to the in-app retry, test print and print job log.

Everyone5 min

Follow this in order the moment a receipt does not come out. Most cases are paper or power; the app retries by itself before giving up.

Before you start

You know which sale did not print (the customer is still there or you have the payment time).

Watch the screen. The app shows Retrying print (1/N)… and then Receipt printed or Print failed after N attempts — check the printer and try again.
If the app asks Did this print?, look at the printer before answering: tap Yes, it printed or No, print again.
Check the printer: power light on, paper roll loaded the right way round, lid closed, no jam, cable firmly in.
Print the receipt again: on Payments, find the sale under Recent Payments and tap Reprint.
If still nothing, an admin opens Settings → Hardware, checks Receipt printer points at the right printer, and taps Test Print.
Check the job log: Audit Log → Print Jobs shows each job’s Status (Queued, Sent to printer, Printed, Failed, Needs confirmation) and Attempts.
If jobs stay Queued or the app says the print service is unavailable, restart the computer.
Still failing: hand-write the total for the customer and contact support via WhatsApp (see the Contact section of our site) with the printer model and what the Print Jobs tab shows.

Problem	What to do
Printer rejected this job. Check the printer name in Settings and try again.	The selected printer no longer exists on the computer. Pick the right one in Settings → Hardware → Receipt printer.
Print service unavailable …	Restart the computer. If it comes back, check nothing else was uninstalled; otherwise contact support.
It prints blank paper	The roll is in backwards. Thermal paper prints on one side only; flip the roll.
It prints but does not cut	Tick Auto-cut paper after each receipt in Settings → Hardware; not every printer has a cutter.
Sales completed while the printer was down	They are recorded. Reprint each from Payments when the printer is back.