Embedded Files
Plum POS
Plum POS
How do we assign and unassign the Cash drawer?
Cashier logs into Terminal 1
Press Job Code option – Cashier or brand equivalent
When asked – Do you want to assign this drawer to yourself? The answer is YES
Enter Open cash amount
Drawer will open, they should be able to count the cash in drawer
How do we close a Cashier Drawer (Mid-Day & End of Night)?
Cashier will select Functions > Timeslip
Select Update Close Cash - Enter total amount of cash in the drawer (includes opening cash balance)
Hit Accept - this will prompt both the cashier and manager for their pin numbers.
Once Accepted, select Clock Out on the terminal (This does not clock the employee out of the timekeeping system. Only the POS)
A slip will print - Cashier is now closed out
How do you process the End of the day?
Log in using the manager’s pin number
Select Functions > Close Day
Follow onscreen instructions.
How do I restart the terminal?
There are 2 ways to restart the terminal
Press and hold the power button under the bottom right corner of the terminal for 3 seconds.
Log in as a manager and select Functions > Reboot
What are the steps for Refresh Configuration?
Log in using manager pin
Select Functions > Support > Refresh Config
How do we apply for Tax exemption?
On an open order, select the blue shopping bag at the top of the check
Select Tax Exempt
Enter the required information for the tax exempt organisation
Hit Ok - tax will be removed
How do we manually enter TIP?
Open the check to add a tip to
Select the payment method in the centre of the closed check
Select Tip in the bottom right of pop up box
Enter the tip amount from the signed receipt
Hit accept
How do we Void a Tip?
Open the check to remove the tip from
Select the payment method in the centre of the closed check
Select Tip in the bottom right of pop up box
Change the tip amount to zero
Hit accept
Why are the PAX devices not running transactions?
Steps to troubleshoot
Be sure the device has power
Be sure the device is connected to the internet. Tapping on the screen will show an IP address in the upper left corner. If not, check internet connections
Log in using a manager pin. Functions > Support > Devices and select the terminal the device is connected to then under network connected devices hit verify next to the Payment device. If it fails check network connections
Check the device for any error messages when attempting to run the card. Take picture of error message and contact support at 714-769-8898 or send the picture through our Mobile App ticketing system
How do we reboot the PAX device not working/Frozen?
Press and hold the Red and Green buttons at the same time for 3 seconds
Select Reboot in the centre of the screen
Select OK to reboot
Will take up to 60 seconds to complete the reboot
Why is the Pax device not processing transactions and it's just loading and processing?
Check the internet connection. This happens when the device cannot connect to the internet
How do we reactivate the credit card machines with a beeping sound?
Why is the CC device on a Dark/Dim screen?
To adjust the settings for the dim screen you must enter the device settings.
Click on Display
Click Screen Timeout
Change the timeout to Never
Press the Red X in the bottom left corner to return to the main settings page
How do we manually add credit card payments?
Initiate a credit card sale as normal.
Manually enter the credit card information on the credit card device within 60 seconds
Once complete, hit the green button to process
This option should only be used by trusted sources and should not be used by the guest directly to help prevent fraudulent transactions
Why does the credit card tap / Phone tap ask for a PIN?
This depends on the card - debit cards may prompt for a pin option
Why are we unable to Close the Day at the End of the Night?
Are there open checks that need to be closed?
All checks must be closed or will auto close to a voucher
Are you logged in using a manager pin?
This function is only available to managers
Why are we unable to close the Open Order?
Check that you are not on a modifier screen
Check that all mandatory items for a selected item have been chosen.
Select Menu in bottom right corner of screen to be brought back to the open check functionality.
Close as normal
How do we void same-day closed checks?
Open the closed check
Tap the blue shopping bag and select initiate refund - manager authorization require
Select all items to refund from the check
Close the negative amount to the correct payment method used
If paid by credit card, the authorization amount of the original transaction will be adjusted to the new total automatically.
How do we process a refund using cash?
Open the closed check
Tap the blue shopping bag and select initiate refund - manager authorization required
Select all items to refund from the check
Close the negative amount to cash by pressing and holding the pay button for 3 seconds
How do we Initiate a Refund for a previous business day?
You will need to generate a new refund
Log in using a manager pin - Functions > Generate Refund
Order the items that need to be refunded
Close the refund to cash or credit card.
**NOTE** card should be present in the location at the time of refund to prevent fraudulent transactions and loss of revenue.
What are the steps on how to enter Cash Drop?
Cashier will select Functions > Time slip
Select Cash Drop from bottom menu
Enter the amount of the cash drop
Enter cashier pin at the prompt
Enter manager pin at the prompt
Receipt will print that shows the cashier and manager authorised the correct cash amount
Why is the primary terminal down?
Terminal lost network connection
Terminal is restarting - wait until reboot completes
Terminal lost power - check for power connectivity
Why is the secondary terminal down?
Terminal lost network connection
Terminal is restarting - wait until reboot completes
Terminal lost power - check for power connectivity
Why are remote receipt printers not printing?
Check the network connections
Is the printer turned on? Have power?
If it is a network printer, turn the printer off for 5 seconds. Turn it back on. A slip will print in 15 seconds with the device IP address. Be sure that matches the terminal configurations
Why cannot the drawer be opened while processing transactions?
Is it locked? Need key to unlock
Is the printer turned on? Cash drawers are controlled by the printer
Are the connections from the printer to the drawer solidly connected?
How do we check if printers and credit card machines are online?
For printers you can run a self test to see if it has the correct IP Address.
Turn off the printer. Press and hold the feed button and turn the printer on and continue to hold the feed button for 3 seconds to start the self test.
Check the IP address
For Credit Card devices, tap the screen and an IP address will appear in the upper left corner. Be sure it is correct
How do we add/sell a gift card?
From an open guest check, select the Gift Card menu group
Select reload or sell new gift card
Enter amount to add to the card
Swipe the card on the card reader attached to the terminal. Not the credit card device
A receipt will print with the updated balance
Close check as normal.
How to create a Manager PIN swipe card for POS?
How do we remove the slice option in the vouchers?
Log into your Plum POS account
Go to settings > app settings > Plum POS
Navigate to the site level settings and select the site location from the drop down menu list
Select vouchers
Locate the voucher to disable and toggle it off
Click save in upper right corner
Go back to the site settings level and Push Changes to the site
How do we set up a Kitchen Printer?
Log into your Plum POS account
Go to settings > app settings > Plum POS
Navigate to the site level settings and select the site location from the drop down menu list
Select Remote Printers
Choose the printer and enter the IP address of the kitchen printer
Click save
How do we use a single printer for both POS?
Log into your Plum POS account
Go to Plum POS app
Select devices from the left navigation pane
Select the terminal and add the ip address of the printer to print to. Follow the same procedure for the other terminal using the same IP address. Both terminals will now print to the same printer.
Why are Online Orders not showing on the POS but only in the Dashboard?
Is your POS Terminal online?
Touch the wifi icon on the terminal if it is red it is offline
Check all network connections
Why are the Online orders and To-Go orders not printing into the kitchen?
Are the kitchen printers set up properly?
Is the kitchen printer turned on? Have Power?
Network connections are stable to the kitchen printer?
How do we show the tips report weekly?
Log into your Plum POS account
Select Plum POS Dashboard
Select Weekly Sales Report
Tip data is displayed there in daily and weekly totals
How do we add our Credit Card Billing Information for Altametrics?
What do I do if the system goes offline? (Green Wi-Fi signal turns to Red computer box)
Check that the internet to the location is active. If not, contact your internet service provider for more details on fixing the issue.
Is the terminal connected to a network switch? Does the switch have power?
Check all internet connections are plugged in correctly
How do I print the previous day’s sales report from the POS?
This function is performed on the back office system
Plum POS Dashboard > DSR Reports
How do we navigate between “Dine-In” and “To Go” Revenu Center?
Touch the dine in option at the top of the check and select To Go
Can credit cards be run when the system is offline?
No. Be sure you are using a managed network with cellular back up in the event of internet outages
What credit cards can the system accept?
Plum will accept all major credit card brands.
How do we void an item sent to the kitchen?
You would manually tell the kitchen not to make the item
Select the item on the check you wish to void.
Select Void from the pop up menu - manager authorization is required
How do we Void a Refund Transaction?
How do we clear an item before it is sent to the kitchen?
Touch the item you wish to remove and select remove from the pop up menu
Am I able to switch the display from Dark Mode to Light Mode?
Log in with a manager pin select Functions > Display Settings > Toggle on or off light mode
Can we have the system prompt for a tip on the credit card machine?
The tip feature must be programmed into the device.
Please open a ticket in our ticketing system to request your devices to be updated
How to check the Mac address of the pax?
The MAC address is located inside the back cover of the PAX device
You will need a small Phillips head screwdriver to remove the back cover
How do we Extract Database / Export Log and Export DB?
Log in to the terminal using the manager pin.
Select Functions > Support > Export db to server or
Functions > Support> Export logs to server > enter number of days > ok
How do we change the Screen Display?
How do we Turn off online orders?
Log into terminal using manager pin
Functions > Enable/Disable online orders > Follow on screen prompts
How to know about the payment modes for any order?
Go to "Tlog Viewer Reports" and select any order by clicking on "eye" [icon] to know the details of it, hover over the "?" present under Order Summary besides the text "Payment modes".
How to know the details of House Account pay off data?
Navigate to the "House Account" report and move to the tab "Pay Off History" to get the details of pay off data per house account basis.
How to find out the employee's name who has disabled the online orders?
Move to "Enable/Disable Online Ordering Report" and you will find out the name of the employee under the column "Authorised By" who has enabled/disabled the online orders from Terminal.
How to know the details whether the online orders are Enabled or Disabled?
Move to "Enable/Disable Online Ordering Report" and you will find out the Status whether the online orders are enabled or disabled in "Past Status" and "Current Status" column along with the time to which the activity will be held under "Disabled Status" column.
What can I do in case of orders created from IPA but there is no data getting into the reports?
Raise a query with the help of "Submit Support Ticket" and create the support ticket to get the answers of your question from the support team where your orders get stuck.
Where to find out the orders on the basis of different types of meals?
Move to any of the reports type "Daily/Weekly/Monthly" sales report and scroll down till the section "Sales by Daypart" appears, you will find out the types of meals on the basis of time when the orders are created within a day.
How to enable the Credit Card Transaction Report?
You can enable the "CC Transaction report" from the backend by enabling the flag "Show CC Trans Report" present under the navigation "Customer -> Customer Detail -> Other Details".
Why is House Account transaction data not showing in the "House Detail" section of Daily Sales Report for a particular house account?
There might be a possibility for that particular house account, the pay off has been created that's why the house account details is ot showing for that particular house account. To know more about the details, you need to move under the House account reports' "Pay off history" section.
How to know the details of mostly sold variations for any menu item?
This can be achieved under the Menu Mix report under the tab "View by Items" where all the items will be shown along with the child items names.
Why do some open orders get auto closed in the "Tlog Viewer Report"?
There might be a possibility that some open orders have no menu items in the POS terminal, that's why they are get auto closed and showing their status as "Auto-Closed"
PAX Device - Related Errors
PAX Device - Related Errors
For all PAX device related errors open a ticket for guidance to resolve
6-Chip Error - Requires a data wire reset from processor and software updates
2-Chip Error - Requires factory reset -
1-Chip Error - Needs to be replaced
Parameter Error - needs factory reset
Server not available - be sure connected to the network
RC Offline (PAX on the main menu screen) - Select the Rapid C app from main app screen
Network read failed error on the pax device - lost network connection to the terminal
Batch Error 2 - Bad Transaction - contact support for assistance
Error message The device IP Address does not match (network issue) - correct the IP address assigned to the device and terminal in the Plum POS website
Unsupported card - rare - some international cards will return this message
Endpoint pay device POS1 Network time out - lost network connection. Troubleshoot network
Error message "System reboots in 76 seconds for routine security check/ - contact support for guidance on resetting the security update time
CORE
CORE
What are the steps for Face Recognition?
On the Clock, manager will select the settings and enter PIN number
Select Facial Recognition from the options - Update Face
Select the employee whose face needs to be captured
Have employee stand in front of the clock to capture their picture
When the circle turns completely green, capture the picture.
Process is completed
How do we Finalize an Inventory?
Once the inventory has been counted and verified accurate, select the Finalize button in the top right corner of the inventory screen
How do we Finalize an Invoice?
In the Plum Inventory App, select the invoice to be finalized
Verify all amounts received from the delivery are accurate
Select Finalize in the upper right corner of the invoice
How do we rehire an employee?
In the employees tab select terminated employees.
Locate the employee you wish to rehire
Select rehire to activate them again
How do we add a new employee to Plum?
Why is the vendor invoice not showing ?
Is the vendor electronically connected to the Plum Inventory system?
Was the invoice sent by the vendor electronically?
Open a ticket using our ticketing system for additional issues with invoices
How do we change the Bi-weekly payroll?
This is a development team request.
Open a ticket with the request in our ticketing system
How to compare the previous sales with the current one ?
You will find out the arrows representing the sales comparison for many reports for different rows, "red down arrow" denotes less sales than previous one while the "green upward arrow" denotes more sales than previous, whereas "greyed two pointed arrow" denotes no change.
How do I create a support ticket using my phone?
How do I create a support ticket using my laptop?
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