1. How to fix issues with the Cash Drawer connection on Windows POS app after upgrading?
If you experience an issue with your Cash Drawer connection after updating your Windows POS app, please see: https://portal.ehopper.com/portal/en/kb/articles/how-to-fix-issues-with-cash-drawer-connection-on-windows-pos-app-after-upgrading
2. What equipment integrates with eHopper?
For information on all the equipment that integrates with eHopper, including devices, printers, credit card terminals, cash drawers, and barcode scanners, please see https://portal.ehopper.com/portal/en/kb/articles/supported-equipment
Please note all devices have to be connected to the same internet network to communicate with each other.
In case any of your devices cannot connect to POS upon initial setup while connected to the same network, please reboot all the devices and try setting them up in POS app again.
3. Where can I find my Account ID, License Key, or PIN?
To learn how to find your Account ID, License Key, and PIN #, please see https://portal.ehopper.com/portal/en/kb/articles/finding-account-id-license-key-and-pin
4. Why can't I log in to my account?
For login troubleshooting, please see https://portal.ehopper.com/portal/en/kb/articles/troubleshooting-issues-logging-in-to-ehopper
5. How do I order hardware?
Note: Hardware orders should be placed before 3 PM EST in order to ship out in time on that same day.
1. Go to https://ehopper.com/hardware/
2. Add all hardware you will be ordering to the cart and check out.
3. Choose whether the hardware should be sent via ground shipping (free) or overnight ($150).
4. The shipment will arrive between 3-5 business days via ground shipping and one business day for overnight shipping.
6. What is the hardware return policy?
For eHopper's hardware return policy, please see https://ehopper.com/hardware-return-policy/
7. What is the deadline for ordering hardware overnight?
In order for a hardware order to be sent out overnight on the day it was placed, the order will have to be made by 3 PM ET.
Note: Overnight orders do not get shipped over the weekend.
8. Can I change the shipping address of an order after it has been placed?
You can change the shipping address of an order, as long as you let the eHopper team know before 4:30 PM EST on the day the order was placed.
9. Which payment processors does eHopper support?
For a list of supported processors, please see https://portal.ehopper.com/portal/en/kb/articles/supported-credit-card-processors
10. How do I reset my Back Office password?
For instructions on how to reset your Back Office password, please see https://portal.ehopper.com/portal/en/kb/articles/how-to-reset-back-office-password
11. Can the PAX S300 connect to a device via USB?
No, the PAX S300 connects only through a LAN (Ethernet) connection.
12. Why does it say "Terminal is Not Set Up" after selecting a card payment in POS?
If after selecting a card payment as your transaction type, an error appears saying "Terminal is Not Set Up," please follow the troubleshooting steps from the following article: https://portal.ehopper.com/portal/en/kb/articles/troubleshooting-for-terminal-is-not-set-up-error-4-8-2022
13. Why is my terminal not batching out?
If your terminal is not batching out, please follow the troubleshooting steps in the following article: https://portal.ehopper.com/portal/en/kb/articles/batching-out-issues
14. What do I do if my POS screen says Host ID Error or the terminal says Terminal ID Error after attempting to Process a card transaction?
After attempting to process a credit card transaction in the POS, you may come across a "Host error" on the POS screen and a Terminal ID error on the Pax terminal. To resolve this, please follow the troubleshooting steps at https://portal.ehopper.com/portal/en/kb/articles/pax-troubleshooting-for-route-to-host-error-and-terminal-id-error
15. Why does the login screen keep saying "Your account has been upgraded"?
If after attempting to log in to the eHopper app, the log-in screen is frozen, saying "Your account has been upgraded," please follow the steps in https://portal.ehopper.com/portal/en/kb/articles/log-in-screen-keeps-saying-your-account-has-been-upgraded-25-11-2021
16. Do Poynt terminals connect to Bluetooth devices?
No, Poynt terminals are not able to connect to any Bluetooth devices, including Bluetooth printers and scanners.
17. Why is the Z Report in Back Office not showing my most recent shift information?
Sometimes the Z Report may not populate data right away after the register is closed. If this occurs, please select an option from the time period filter and then search to populate the data.
18. How do I change the time and date displayed on my All-in-One device?
For instructions on how to change the time and date on All-in-One devices, please see https://portal.ehopper.com/portal/en/kb/articles/change-date-and-time-on-all-in-one-device
19. Why is there a barcode displayed on printed receipts?
If you have a compatible barcode scanner, you can scan the barcode on receipts after bringing up the Orders screen to quickly find the order in the system.
20. Is there an eHopper compatible printer that will allow me to print receipts without the internet?
Yes, the eHopper All-in-One devices have inbuilt printers. Also Star TSP 100 BlueTooth printers can be connected to Android and Windows devices (for Windows PC a Bluetooth extender might be needed). You can also use native Bluetooth printer on the Poynt Smart terminal 3G device to print directly from the Poynt without an internet connection.
23. Why is there a discrepancy between the Z Report and Product Mix Report?
If any items from the shift you are reviewing in the Z Report were refunded after the register was closed (and the shift ended), the total sales amount will be more than the Product Mix Report for that same time period because the Product Mix Report does not include sales from items that were later refunded (while the Z Report displays all sales data that occurred from that particular shift). Refunds from items that were sold in that shift will only be taken into account in the Z Report if their refunds occurred in that same shift.
24. Why can't I close my batch, orders, and tips?
If you receive an error after attempting to close your batch, specific orders, or tips in POS, please see https://portal.ehopper.com/portal/en/kb/articles/troubleshooting-for-closing-batch-orders-and-tips for how to resolve.
25. How do I track an inventory item without making it available for sale?
To create such an item, simply select the non-inventory option as displayed in step 1 in the General Tab section of the following article: https://portal.ehopper.com/portal/en/kb/articles/creating-a-product
26. How do I know if I have a faulty printer?
If your receipt printer is not printing and you are unsure if it is a faulty printer, please follow the steps at https://portal.ehopper.com/portal/en/kb/articles/receipt-printer-troubleshootingto test.
27. Why am I receiving an error that I have reached my order limit?
There are 3 cases in which you may receive this error:
1) You are not connected to the internet. To continue taking orders, obtain an internet connection and synchronize your data.
2) You have lost connection to the eHopper server since the eHopper app is out of date and needs to be updated. Update the app in the app store of your device so it is on the latest version.
3) You are Free Trial which is limited to 300 transactions monthly, or Essential Plus with 1000 transactions per month. Please upgrade to Freedom/Restaurant/OmniChannel plan to be able to process an unlimited number of transactions.