Problem: An employee can’t see a button on the POS (e.g. Batch, Report), an action does nothing or asks for manager approval, or they only see their own orders. For: managers, owners.
Troubleshooting steps #
1. Check the position’s permissions: in the Backoffice, go to Employee > Positions, click the pencil for the employee’s position and check that the permission is ticked (see 2.8.1 How to create positions and set permissions).
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A home screen button is missing: check the ① Navigation group (e.g. Batch, Report, Hostess, Clock In/Out).
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An action needs manager approval: check the Edit Order and Payment groups (e.g. Void, Discount, Refund Credit Card Payment).
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They only see their own orders, tables or time cards: check the Operation group (View All Recall Orders, View All Tables, View All Time Card).
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Reports don’t show other servers’ figures: check the Report group (e.g. Server All Report, Cash Drawer All Report).
2. Check the employee’s own permissions: go to Employee > Employee, click the employee’s pencil, and click ② Show next to Access Permissions at the bottom of the page to see their actual permissions (see 2.8.2 How to add an employee and set their passcode).
3. Check clock-in: if Must Clock is on in the employee’s profile, they must clock in at Time Clock first (see 1.5.1 How to clock in, take a break and clock out, 2.8.2 How to add an employee and set their passcode).
4. Check whether a service is off: if an order type (e.g. Delivery) is turned off under Service, that order type can’t be used and its button no longer shows on the POS home screen (see 2.5.1 How to configure Dine In service settings, 2.5.2 How to configure To Go, Pick Up and Delivery settings).
5. After changing permissions, have the employee sign out and back in on the POS (see 1.1.1 How to log in and out of the POS), and refresh the POS if needed (see 4.4.3 How to refresh or restart the POS).
Notes / FAQ #
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Be careful with permissions: keep void, refund and batch permissions for managers.
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If a Backoffice account can’t see a Backoffice menu, that’s not related to POS employee permissions; see 2.1.3 How to manage Backoffice users (Team).
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The home screen layout is set per POS, see 2.13.1 How to customize the POS home screen layout.
