// support

Something broken mid‑service? Start here.

Help with HospOS — the Posoda point-of-sale app for iPad and Android — and with the Posoda dashboard behind it. Fixes for the things that actually go wrong on a busy night are below; if none of them match, email us and a person will answer.

Email support@posoda.com Sales & general enquiries

Email supportThe fastest way to reach us. A real person, not a ticket bot.support@posoda.com Hours & response timeMon–Fri, 9am–6pm NZT. First reply within one business day.Mid-service outage? Start the subject with URGENT.Send us diagnosticsOn the till: Settings → Troubleshoot → email support. It attaches your device, sync and connection state automatically.Fastest route for anything sync-related

// troubleshooting

Fix it yourself, in the next two minutes.

These are the six things we get asked about most. Work down each list in order.

The till won’t pair, or asks to pair again

01Generate a fresh code in the Posoda dashboard under POS → Devices. Pairing codes are single-use and expire, so a code that was already entered on another device will be refused.
02Check the device is on a network that can reach the internet — the pairing handshake is the one step that cannot happen offline.
03If the till was previously paired and is now asking again, the session was ended remotely or expired. Re-pair with a new code; nothing already rung up is lost.

The internet is down mid-service

01Keep taking orders. HospOS is offline-first: orders, dockets, payments and cash events are written to the device and queue up locally.
02Kitchen chits keep printing — chit numbers are assigned on the device, not by the server.
03When the connection returns, the queue drains on its own and the dashboard catches up. Watch Settings → Troubleshoot for the pending count falling to zero.
04Do not reinstall the app while items are still pending — that deletes the local database and anything not yet synced with it.

A printer has stopped printing

01Confirm the printer has paper, is powered, and is on the same network as the till.
02Open Settings → Print Jobs and filter to Failed. Every ticket, receipt and report lands there with its status, so you can see whether the job was even created and hit Reprint once the printer is back.
03If jobs are completing but the wrong station is printing, check the printer setup in Settings → Printing and which station the menu items are routed to.
04Bluetooth printers need the Bluetooth permission granted on the device — Android also needs nearby-devices access for discovery.

The cash drawer won’t open

01The drawer opens on a pulse from the receipt printer it is cabled to, so check the drawer is plugged into the printer and the printer is online.
02A drawer with no printer assigned is expected to be opened by hand — that is the configured behaviour for market stalls and card-only setups, not a fault.
03Assign or change the printer in the dashboard under POS → Cash drawers.

A card payment failed or looks stuck

01Card payments run on your own EFTPOS terminal — the app never handles card numbers. Check the terminal screen first; it holds the authoritative result.
02If the terminal approved but the till still shows the payment as pending, do not re-charge. Email us with the time and the docket number and we will reconcile it.
03Terminal not responding at all: confirm it is on the same network as the till and reachable at the address configured in Settings → Payment.

A menu change hasn’t reached the till

01Confirm the change was saved to the venue and POS profile the till is actually running.
02Check the item isn’t hidden by an availability rule or schedule — items and categories can be limited to certain days or times.
03If it still doesn’t appear, close and reopen the app to force a fresh menu fetch.

Still stuck? Email us

Write to support@posoda.com. Include the following and we can usually answer on the first reply instead of the third:

Your venue name, and which till (device name) it happened on.
The date and time, and the docket or receipt number if there is one.
What you expected to happen, and what happened instead.
A photo of the screen — for printing or terminal problems, a photo of the printer or terminal display too.

Reporting from the till itself? Use Settings → Troubleshoot — it opens an email with your device, sync and connection state already attached, so you can skip most of the list above.

New to HospOS?

You don’t need an account to look around. Install the app and tap Try Demo Mode on the login screen — it loads a full sample venue with a menu, a floor plan and working order and payment flows. Everything stays on the device; no real money moves.

Not a customer yet?

Pricing, demos and switching from another POS are handled by the sales team, not this page.

Talk to sales

// your data

Privacy and data requests.

If you run a venue

Email support@posoda.com from the account holder’s address to request a copy of your data, correct it, or close the account and have it deleted. We will confirm what will be removed before anything is deleted, and act within 30 days.

If you’re a guest of a venue

Loyalty memberships, bookings and order history belong to the venue you dealt with — they decide what is held and we act on their instructions. Ask them first, or write to us and we will put you in touch and pass the request on.

The documents

Open-source licences are listed in the app under Settings → About.

Support contact

support@posoda.com

Mon–Fri, 9am–6pm NZT

Postal address

POSODA LTD
12 Jellicoe Street
Auckland 1010, New Zealand

POSODA/h

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