Locked Device
Overview
The app shows a Device locked screen when the device’s activation is no longer valid — for example the device was deactivated, its code expired or is used elsewhere, or the subscription expired. The screen explains the reason and, if any orders haven’t uploaded yet, shows how many are waiting — so you know nothing is lost.
Requirements
- Access to POS Admin → Devices to check the device status
- Support contact details if the code needs renewing
Steps
Read the reason
The Locked screen shows why the device is locked — deactivated or invalid code, code already paired elsewhere, or an expired subscription. What you can do next depends on whether orders are still waiting to upload.
If orders are waiting to sync
A yellow box shows the number of orders waiting to sync, with the note “Your orders are saved on this device. Connect to the internet and sync them before it’s reset.”
Tap Sync now to upload them. Your sales data reaches the cloud even while the device is locked. Once everything is uploaded you’ll see “All orders synced. Reactivating…” and the app goes straight back to the activation screen — or, if the subscription expired, “All orders synced.” and the screen below.
If all orders are synced
- Subscription expired — the screen reads “All orders are synced. This device unlocks automatically once its subscription is renewed.” After the subscription is renewed, tap Check again.
- Any other reason — the screen reads “All orders are synced — you’re ready to reactivate.” Tap Reactivate device to return to the activation screen and enter a valid activation code — for example after support renews or rotates the code.
Notes
A locked device cannot take orders until it’s re-activated, but the orders already on it are safe.
Re-pair without syncing (shown while orders are still waiting) starts a fresh pairing and permanently discards the unsynced orders. The app asks you to confirm — “Discard unsynced orders?” — before Discard & re-pair. Use it only if you’re sure those orders aren’t needed; sync first whenever possible.
Troubleshooting
Still locked after a fix? Confirm the change was saved in Devices, the device is online, and try re-activating again. For an expired subscription or code, contact support.
“Couldn’t confirm a renewed subscription” after Check again? Check the internet connection, make sure the subscription has been renewed, then try again.
“This device was moved to another location. Sync the pending orders before it can be set up again.” when re-activating? Sync the waiting orders first, then activate the device again.