> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getdropp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot Dropp POS, Dashboard & Payment Issues

> Step-by-step fixes for common issues with the Dropp dashboard, POS terminal, and payment processing.

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

<Tabs>
  <Tab title="Dashboard">
    <AccordionGroup>
      <Accordion title="I can't log in">
        1. Double-check that you are using the correct email address associated with your Dropp account.
        2. Re-enter your password carefully — passwords are case-sensitive.
        3. If you have forgotten your password, click **Forgot Password** on the login page and follow the reset link sent to your email.
        4. If you believe your account may be suspended, contact your account owner or email [support@getdropp.com](mailto:support@getdropp.com) for assistance.
      </Accordion>

      <Accordion title="My revenue data looks wrong">
        1. Confirm that your POS terminal is actively syncing — navigate to **Settings → Devices** and look for a **green dot** next to each terminal. A grey dot indicates the device is offline.
        2. Check the **date range filter** at the top of the dashboard. Ensure the selected period matches the timeframe you expect to see data for.
        3. If the POS is online and the date range is correct but figures still look off, contact [support@getdropp.com](mailto:support@getdropp.com) with your account name and the affected date range.
      </Accordion>

      <Accordion title="A team member can't see certain features">
        Feature visibility in Dropp is controlled by role. Check the team member's assigned role under **Settings → Team**:

        * **Managers** have access to reports, analytics, and settings.
        * **Staff** only see POS-relevant views and do not have access to financial reports or configuration pages.

        Update the team member's role if they need broader access.
      </Accordion>
    </AccordionGroup>
  </Tab>

  <Tab title="POS Terminal">
    <AccordionGroup>
      <Accordion title="Terminal won't turn on">
        1. Hold the power button for at least **5 seconds** — a short press will not boot the device.
        2. Check that the charging cable is securely connected to both the terminal and the power adapter.
        3. Try plugging into a **different outlet** to rule out a power supply issue.
        4. If the terminal still does not respond after 10 minutes on charge, contact your account manager or email [support@getdropp.com](mailto:support@getdropp.com).
      </Accordion>

      <Accordion title="Card payments failing">
        1. Verify that the terminal has an active internet connection — look for the connectivity indicator in the top bar.
        2. Ask the customer to confirm their card is **not expired** and that the card is enabled for POS transactions.
        3. Try processing a **different card** to determine whether the issue is card-specific or terminal-specific.
        4. If payments continue to fail across multiple cards, **restart the terminal** by holding the power button and selecting Restart.
        5. If the issue persists after restarting, contact [support@getdropp.com](mailto:support@getdropp.com).
      </Accordion>

      <Accordion title="Thermal printer not printing">
        1. Open the paper compartment and confirm that the receipt paper roll is loaded correctly. Note that thermal paper has a **coated side** — if receipts are printing blank, flip the roll.
        2. Check for a **paper jam** by gently removing the roll and clearing any torn paper from the feed mechanism.
        3. Confirm the roll is not empty — thermal paper rolls often have a pink stripe near the end as a low-paper indicator.
        4. **Restart the printer** (or the terminal if the printer is integrated) and attempt to reprint.
      </Accordion>

      <Accordion title="Terminal is offline">
        1. On the terminal, go to **Settings → Network** and verify that the correct Wi-Fi network is selected and the password is entered accurately.
        2. If Wi-Fi is unavailable, insert a **SIM card** and enable mobile data in **Settings → Network → Mobile Data**.
        3. Move the terminal closer to your router or access point to improve signal strength.
        4. Restart the terminal and check the connectivity indicator again.
      </Accordion>
    </AccordionGroup>
  </Tab>

  <Tab title="Payments">
    <AccordionGroup>
      <Accordion title="Bank transfer not confirming">
        1. Wait up to **2 minutes** after the customer initiates the transfer — bank-to-bank confirmation can take a moment depending on the sending bank.
        2. Ask the customer to confirm they actually completed and submitted the transfer from their banking app (not just viewed the details).
        3. **Do not dismiss or cancel the transaction** while waiting for confirmation — doing so may require manual reconciliation.
        4. If the transfer is still unconfirmed after 5 minutes, ask the customer to share their bank debit confirmation, then contact [support@getdropp.com](mailto:support@getdropp.com) with the transaction reference.
      </Accordion>

      <Accordion title="Settlement payout not received">
        1. Verify that your business bank account is verified and correctly configured under **Settings → Payouts**.
        2. Settlements are processed on business days only — weekends and Nigerian public holidays may push a payout by a day or more.
        3. If your bank account details are correct and it's been more than a business day since the expected payout, contact [support@getdropp.com](mailto:support@getdropp.com) with your account name and the relevant transaction date.
      </Accordion>

      <Accordion title="Refund not processing">
        1. Confirm that you are logged in with **Manager-level access** — Staff accounts do not have refund permissions.
        2. Navigate to **POS History → Transactions**, locate the original transaction using the date or transaction reference, and initiate the refund from the transaction detail view.
        3. Refunds to cards typically reflect within 3–5 business days depending on the customer's bank.
        4. If the refund option is greyed out or you receive an error, contact [support@getdropp.com](mailto:support@getdropp.com) with the transaction ID.
      </Accordion>
    </AccordionGroup>
  </Tab>

  <Tab title="Waiter App">
    <AccordionGroup>
      <Accordion title="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.

        1. **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.
        2. **Check your signal or Wi-Fi.** A dropped connection can fail a login even with the right ID and password.
        3. **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.
      </Accordion>
    </AccordionGroup>
  </Tab>
</Tabs>

<Info>
  If none of the above steps resolve your issue, contact the Dropp support team at [support@getdropp.com](mailto:support@getdropp.com) or book a call with a specialist at [calendly.com/trydropp/30min](https://calendly.com/trydropp/30min).
</Info>