The receipt printer isn't printing

A sale completes but no receipt comes out.

Symptoms

• Nothing prints after a sale.
• The printer shows Offline in settings, or prints garbled output.

Likely causes

1. Paper / lid — out of paper or the lid isn't fully closed.
2. Power or cable — the printer lost power or the cable is loose.
3. Connection dropped — Wi-Fi/Bluetooth/USB link to the tablet is down.
4. Wrong printer type or format — a label printer set up as a receipt printer (ESC/POS vs TSC/ZPL mismatch) prints nothing or garbage.
5. The print job dropped even though the order itself succeeded.

How to fix

Work through these in order:

1. Paper and lid — open and close the lid; replace the roll if low.
2. Power and cable — unplug the printer, wait 5 seconds, plug it back in.
3. Connection — in Settings → Printer Settings, confirm the printer is listed and Online. If Offline:
   • Network printer: ping its IP from a phone on the same Wi-Fi to confirm it's reachable.
   • Bluetooth: re-pair it from the tablet's Bluetooth settings.
   • USB: try another cable or port.
4. Test print from Printer Settings to isolate whether it's the printer or the order flow.
5. Check type/format — make sure the printer type (Receipt / Kitchen / Label) is correct. Some printers are TSC label printers and need ZPL templates, not ESC/POS.
6. Reprint — open the order in Orders and tap Reprint. The sale often succeeded even though the print job dropped.

Still stuck?

Capture the printer model, how it's connected, and any error shown on the order, then contact support.