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Login problems and how to fix them

👤 For: Everyone, and especially store managers

Seeing a message you weren't expecting? Find it in the tables below. Most problems take less than a minute to fix.

When you tap "Log In"​

What you seeWhy it happensWhat to do
Incorrect login id / password.The login ID or password doesn't match.Check for typos and make sure Caps Lock is off. Still stuck? Ask your manager to reset your password.
Employee is disabled by admin.Your staff profile has been switched off.Speak to your manager or admin.
Login is disabled by admin.Your profile is active, but you're not allowed to log in to Simple POS.Speak to your manager or admin if you need access.
Already Day Closing Done By (name)Today's closing has already been done, so no more bills can be made today.Nothing to fix. The store is closed for today. If this was a mistake, speak to the person named in the message or your manager. (Stores that allow more than one closing per day won't see this message.)
Server Connection Failed. Store Server is offline.This counter can't reach your main counter.Make sure the main counter is switched on and Simple POS is open on it, and that both are on the same network.
WorldLine Config Failed, with two terminal numbers(WorldLine edition only.) The card machine doesn't match the one linked to this counter.Contact Invoay Support with both numbers. See Pair your card machine.
Warning: "Your system date time is in future…" or "…in past…"This device's date or time is wrong.Fix the date and time in your device's settings, then log in again.

When you open the app​

What you seeWhy it happensWhat to do
Sync Downloads, with a progress list(Main counter.) The first time you open Simple POS each day, it downloads the latest products, prices and settings.Just wait. It usually takes under a minute. If something fails, tap Retry.
Reconnecting…(Extra counter.) This counter can't reach your main counter.Switch on (or wake up) the main counter and check the network. To double-check the address, tap Configure connection Settings.
Update in process… or Getting Settings…Simple POS is loading your store's details.Wait a moment. If it stays on this screen, tap 🔄 Sync (or Retry.). If it's still stuck, contact Invoay Support.
"The main terminal server is currently using… please update the app"This counter is on a different app version than the main counter.Tap Update App.
"Update is ready to be installed. Please restart app to update."A new version of Simple POS has been downloaded.Close and reopen Simple POS when you have a quiet moment.
Store has been deactivatedThis device's activation is no longer active, for example because the counter was moved or re-assigned in the back office.Tap Yes. Simple POS takes a backup and then closes. Open it again and activate it with your Chain Owner details. If you're not sure why this happened, contact Invoay Support.
Expiry Warning: "Your license will expire on…"Your subscription is ending soon.Contact Invoay Support or your account manager to renew, so there's no interruption.
⚠️ Service Access Unavailable: "Your service has expired."Your subscription has ended.Ask your chain owner or manager to renew. Once renewed, tap Recheck. You'll see Your Service Renewal is Complete. The support options on the same screen let you call, WhatsApp or visit the Help Desk.

Buttons to use only with Invoay Support​

A few screens show extra buttons. These are meant for troubleshooting with our Support team. Please only use them if Invoay Support asks you to.

ButtonWhat it does
🏢 DomainChanges which Invoay server this device talks to.
💾 Backup / Share logs with support teamSends information to Invoay Support, so they can look into a problem for you.
🗑️ Reset App Settings⚠️ Removes this device's activation, so you'd need to activate Simple POS again from the beginning. Don't use this unless Support tells you to.

Still stuck?​

Contact Invoay Support. We're happy to help! 😊

Let us know the message you see and your app version (shown at the bottom of the login screen).