Fix common till problems

Most till problems come down to the camera, which device is listening for requests, or a card’s own rules. Find what you’re seeing below.

The camera won’t start

The till shows what went wrong, and every message offers typing the customer’s code instead:

On iPhone, camera access for a website is under Settings, then Safari (or your browser), then Camera. On Android, tap the icon beside the address in Chrome and allow the camera.

The camera reads the wrong thing

• “That’s a poster. Scan the code on the customer’s phone.” You scanned a poster, not a card.
• “That isn’t a NextStamp card.” The code belongs to something else.
• Card not found here. The code isn’t an active card at your business. It may be another business’s card, or one the customer removed.

Requests don’t arrive

Requests only reach devices working the poster’s outlet. Check, in order:

1. Has this device opened the Give stamps tab? A phone that never opened the Give stamps tab isn’t asked.
2. Is it on the right outlet? The outlet’s name shows at the top of the Give stamps tab. Tap it to switch.
3. Was “Stop requests on this device” tapped? Opening the Give stamps tab turns requests back on.
4. Does the person signed in work at this outlet? Staff and managers only hear their own outlets. See choose who works at each outlet.
5. Is the customer scanning the right poster? Each till poster belongs to one card at one outlet.
6. Is the app still open? The business app doesn’t send notifications yet, so it needs to be open to hear requests.

Requests closed without an answer wait under Waiting on the till.

There’s no chime

Browsers only play sound after someone has tapped or pressed a key on the page, so tap the screen once after opening the till. Check the device isn’t on silent and its volume is up. The sheet still opens by itself without sound.

A stamp is refused

These messages come from the card’s rules, not a fault:

• “This card was stamped a moment ago. Try again in a minute.” Cards can’t be stamped twice within a minute.
• “This card has had its 1 stamp for this visit.” or “…for today.” The card’s limits. See stamp limits per visit and per day.
• “This card isn’t offered at this outlet.” See choose the outlets where a card works.
• “This card must be redeemed before it can take more stamps.” Use the reward first. See give a customer their reward.
• “This card starts on …” or “This card ended on …”. A card that runs between two dates.

Other messages

• “You’re offline” under the top bar: the connection dropped. The till carries on by itself when it’s back.
• “You’ve been signed out”: the session ended, for example after a password change on another device. Sign in again.
• “This business is suspended or closed.” Stamps are paused for the whole business. Contact NextStamp support.
• “This card’s reward has expired. The business needs to publish new terms.” An owner or admin should open the card and publish it again.

Still stuck?

Note the exact message, the device and browser, and what you were doing, and email support@nextstamp.app. For the till screen itself, see using the till.