FAQ for eHopper Setup and Troubleshooting

Follow

Overview

 

Table of Contents

  1. What equipment integrates with eHopper?
  2. Where can I find my Account ID, License Key, or PIN?
  3. Why can't I log in to my account?
  4. How do I order hardware?
  5. What is the hardware return policy?
  6. What is the deadline for ordering hardware overnight?
  7. Can I change the shipping address of an order after it has been placed?
  8. Which payment processors does eHopper support? 
  9. What do I do if I receive a 500 error after running a card transaction on the PAX terminal?
  10. Why does my screen keep blinking after adding PAX terminal on Windows PC?
  11. How do I reset my Back Office password?
  12. Can the PAX S300 connect to a device via USB?
  13. Why does it say "Terminal is Not Set Up" after selecting a card payment in POS?
  14. What do I do if it says "Unable to Connect to Terminal" after adding serial number for PAX in POS?
  15. Why is my terminal not batching out?
  16. What do I do if my POS screen says Host ID Error or terminal says Terminal ID Error after attempting to Process a card transaction?
  17.  Why am I unable to add a printer to Device Center on Windows?
  18. Why does the log in screen keep saying "Your account has been upgraded"?
  19. Why does my PAX terminal say "Welcome to Broad POS"? 
  20. Do Poynt terminals connect to Bluetooth devices?
  21. Why is the Z Report in Back Office not showing my most recent shift information?
  22. How do I change the time and date displayed on my All-in-One device?
  23. Why is there a barcode displayed on printed receipts?
  24. Is there an eHopper compatible printer that will allow me to print receipts without internet?
  25. Why is there a discrepancy between the Z Report and Product Mix Report?
  26. Why can't I close my batch, orders, and tips?
  27. How do I track an inventory item without making it available for sale?
  28. How do I know if I have a faulty printer?
  29. Why am I receiving an error that I have reached my order limit?

 

1. What equipment integrates with eHopper?

For information on all the equipment that integrates with eHopper, including devices, printers, credit card terminals, cash drawers, and barcode scanners, please see https://ehoppersupport.zendesk.com/hc/en-us/articles/360047779314

 

2. Where can I find my Account ID, License Key, or PIN?

To learn how to find tour Account ID, License Key, and PIN #, please see https://ehoppersupport.zendesk.com/hc/en-us/articles/360047779554

 

3. Why can't I log in to my account?

For login troubleshooting, please see https://ehoppersupport.zendesk.com/hc/en-us/articles/360000494747-Troubleshooting-Issues-Logging-In-to-eHopper

 

4. How do I order hardware?

Note: Hardware orders should be placed before 3 PM EST in order to ship out in time on that same day.

1. Go to https://ehopper.com/hardware/

2. Add all hardware you will be ordering to the cart and check out.

3. Choose whether the hardware should be sent via ground shipping (free) or overnight ($150).

4. The shipment will arrive between 3-5 business days via ground shipping and one business day for overnight shipping. 

 

5. What is the hardware return policy?

For eHopper's hardware return policy, please see https://ehopper.com/hardware-return-policy/

 

6. What is the deadline for ordering hardware overnight?

In order for a hardware order to be sent out for overnight on the day it was placed, the order will have to be made by 3 PM ET. 

Note: Overnight orders do not get shipped over the weekend. 

 

7. Can I change the shipping address of an order after it has been placed?

You can change the shipping address of an order, as long as you let the eHopper team know before 4:30 PM EST on the day the order was placed.

 

8. Which payment processors does eHopper support?

For a list of supported processors, please see https://ehoppersupport.zendesk.com/hc/en-us/articles/360012204673-Supported-Credit-Card-Processors-

 

9. What do I do if I receive a 500 error after running a card transaction on the PAX terminal?

For troubleshooting steps for fixing this error, please see https://ehoppersupport.zendesk.com/hc/en-us/articles/360045665953

 

10. Why does my screen keep blinking after adding PAX terminal on Windows PC?

This occurs if you attempted to add a PAX's serial number to the Terminal Setup screen before bypassing the Chrome security errors. To resolve, please see https://ehoppersupport.zendesk.com/hc/en-us/articles/360017969194-Adding-PAX-Terminal-on-Windows-PC-How-to-Bypass-Chrome-Security-Errors-

 

11. How do I reset my Back Office password?

For instructions on how to reset your Back Office password, please see https://ehoppersupport.zendesk.com/hc/en-us/articles/360000172587

 

12. Can the PAX S300 connect to a device via USB?

No, the PAX S300 connects only through a LAN (Ethernet) connection. 

 

13. Why does it say "Terminal is Not Set Up" after selecting a card payment in POS?

If after selecting a card payment as your transaction type, an error appears saying "Terminal is Not Set Up," please follow the troubleshooting steps from the following article: https://ehoppersupport.zendesk.com/hc/en-us/articles/360047792354

 

14. What do I do if it says "Unable to Connect to Terminal" after adding serial number for PAX in POS?

If after attempting to add your Pax device's serial number on the Terminal Setup screen in POS, you receive an error that says "Unable to connect to terminal," please follow the steps in https://ehoppersupport.zendesk.com/hc/en-us/articles/360047792854

 

15. Why is my terminal not batching out?

If your terminal is not batching out, please follow the troubleshooting steps in the following article: https://ehoppersupport.zendesk.com/hc/en-us/articles/360048520173

 

16. What do I do if my POS screen says Host ID Error or terminal says Terminal ID Error after attempting to Process a card transaction?

After attempting to process a credit card transaction in the POS, you may come across a "Host error" on the POS screen and a Terminal ID error on the Pax terminal. To resolve, please follow the troubleshooting steps in https://ehoppersupport.zendesk.com/hc/en-us/articles/360047793834

 

17. Why am I unable to add a printer to Device Center on Windows?

If you are using a supported eHopper printer and are unable to add the printer to device center, please follow the steps in https://ehoppersupport.zendesk.com/hc/en-us/articles/360048521133

 

18. Why does the log in screen keep saying "Your account has been upgraded"?

If after attempting to log in to the eHopper app, the log in screen is frozen, saying "Your account has been upgraded," please follow the steps in https://ehoppersupport.zendesk.com/hc/en-us/articles/360047795354

 

19. Why does my PAX terminal say "Welcome to Broad POS"? 

If your PAX device says "Welcome to Broad POS" and is not operating, this means it has not yet been boarded by your merchant service provider. Please contact your merchant service provider to resolve. 

 

20. Do Poynt terminals connect to Bluetooth devices?

No, Poynt terminals are not able to connect to any Bluetooth devices, including Bluetooth printers and scanners. 

 

21. Why is the Z Report in Back Office not showing my most recent shift information?

Sometimes the Z Report may not populate data right away after the register is closed. If this occurs, please select an option from the time period filter and then search to populate the data.

 

22. How do I change the time and date displayed on my All-in-One device?

For instructions on how to change the time and date on All-in-One devices, please see https://ehoppersupport.zendesk.com/hc/en-us/articles/360048249914

 

23. Why is there a barcode displayed on printed receipts?

If you have a compatible barcode scanner, you can scan the barcode on receipts after bringing up the Orders screen to quickly find the order in the system. 

 

24. Is there an eHopper compatible printer that will allow me to print receipts without internet?

Yes, the eHopper All-in-One devices have printers that connect via Bluetooth, as well as compatible Star BlueTooth printers. If you have an iPad, you can use the TSP143IIIU Lighting printer, which connects via a lightning cable. You can also use the native Bluetooth printer on the Poynt Smart terminal 3G device to print directly from the Poynt without an internet connection. 

 

25. Why is there a discrepancy between the Z Report and Product Mix Report?

If any items from the shift you are reviewing in the Z Report were refunded after the register was closed (and the shift ended), the total sales amount will be more than the Product Mix Report for that same time period because the Product Mix Report does not include sales from items that were later refunded (while the Z Report displays all sales data that occurred from that particular shift). Refunds from items that were sold in that shift will only be taken into account in the Z Report if their refunds occurred in that same shift. 

 

26. Why can't I close my batch, orders, and tips?

If you receive an error after attempting to close your batch, specific orders, or tips in POS, please see https://ehoppersupport.zendesk.com/hc/en-us/articles/360048808534 for how to resolve. 

 

27. How do I track an inventory item without making it available for sale?

To create such an item, simply select the non-inventory option as displayed in step 1 in the General Tab section of the following article: https://ehoppersupport.zendesk.com/hc/en-us/articles/219386647-Creating-a-Product

 

28. How do I know if I have a faulty printer?

If your receipt printer is not printing and you are unsure if it is a faulty printer, please follow the steps in   https://ehoppersupport.zendesk.com/hc/en-us/articles/360049577473 to test. 

 

29. Why am I receiving an error that I have reached my order limit?

There are 2 cases in which you may receive this error:

1) You are not connected to the internet. To continue taking orders, obtain an internet connection and synchronize your data.

2) You have lost connection to the eHopper server since the eHopper app is out of date and needs to be updated. Update the app in the app store of your device so it is on the latest version. 

Was this article helpful?
0 out of 0 found this helpful

Comments