Troubleshoot Dropp POS, Dashboard & Payment Issues

This guide covers the most common issues merchants encounter across the Dropp dashboard, POS terminal, and payments. Select your area below to get started.

Dashboard
POS Terminal
Payments
Waiter App

I can't log in

Double-check that you are using the correct email address associated with your Dropp account.
Re-enter your password carefully — passwords are case-sensitive.
If you have forgotten your password, click Forgot Password on the login page and follow the reset link sent to your email.
If you believe your account may be suspended, contact your account owner or email [email protected] for assistance.

My revenue data looks wrong

Check the Start Date / End Date filters on your Reports page — the figures shown always reflect the selected period, so a narrower or shifted range than you expect will look off.
On the Reports page, an item only counts toward Net Sales once it’s been marked Sales (paid), Gift, or Void — items still Pending won’t show in your totals yet. See the Reports page for your business type for how disposition works.
If the dates and dispositions look right but figures still seem wrong, contact [email protected] with your account name and the affected date range.

A team member can't see certain features

Access in Dropp is set by which role a team member is added as — Manager, Waiter, Cashier, or Terminal — from the Teams page for your business type. Each role sees a different set of screens; there isn’t a single “Staff” role that covers everyone. Check the Teams page to confirm how the person was added, and re-add them under the correct role if needed.

Can't log in on the waiter app

If the login screen keeps saying you got it wrong, work through these in order — most cases are fixed by the first one.

Retype your staff ID and password by hand. Phones and tablets try to help by auto-filling fields based on what you typed before. On the staff ID field, this can backfire — it can quietly change your ID while you’re typing (for example, turning 0001 into 00001), and the field still looks right at a glance. Clear both fields completely and type them again, one character at a time, without letting the device autofill.
Check your signal or Wi-Fi. A dropped connection can fail a login even with the right ID and password.
If it still fails after both of the above, the password is likely the real issue — ask your manager to confirm or reset it.

We’re updating this screen to tell you exactly which of these three is happening, instead of one generic message. Until then, this order covers it.

If none of the above steps resolve your issue, contact the Dropp support team at [email protected] or book a call with a specialist at calendly.com/trydropp/30min.