I can't find a customer at the POS

A cashier is trying to attach a member to a sale but can't find them.

Symptoms

• Searching by phone returns no member.
• The customer says they're a member but doesn't come up.

Likely causes

1. Too few digits typed. Search needs 4 or more digits of the phone number.
2. Registered under a different number than the one being searched.
3. Brand-new customer who hasn't been added yet.
4. Network issue — the tablet can't reach the server to look them up.

How to fix

1. Tap the customer button and search by phone number — type at least 4 digits, or scan the customer's QR code. See At the Counter.
2. If nothing matches, try an alternate phone number the customer may have used.
3. If they're genuinely new, add them on the spot from the same search screen, then attach them to the sale.
4. If search spins or errors, check the tablet's internet connection — customer lookup is online.

Attach the member before payment so the sale earns points and applies their rewards.

Still stuck?

If the customer exists in the admin (search Members) but never appears at the POS, note their phone and the outlet, and contact support — it may be a sync or outlet-access issue.