Troubleshooting Common EPOS Issues
Last updated Jan 28, 2026
If your Kayana EPOS or app isn’t behaving as expected, follow the steps below before contacting Kayana Support. Most common issues can be resolved quickly by restarting the device, checking connections, or refreshing settings.
Logged Out of the EPOS
If you’ve been logged out of the EPOS, you won’t be able to take orders or process payments.
What to do
- Contact Kayana Support to regain access
ℹ️ For security reasons, login access cannot be restored directly from the EPOS device.
White Screen or “Access Denied” Error
This issue is usually caused by an internet interruption, which prevents the EPOS app from loading correctly.
Steps to resolve
- Restart the EPOS using the Restart option in the taskbar
- Allow the device to fully reload
- Check that the internet connection is stable
If the issue continues
- There could be an issue with internet connectivity.
- Contact Kayana Support for assistance
Items Not Showing on the EPOS
If menu items are missing from the EPOS, they may not be correctly configured or synced.
What to check
- Go to More → Menu
- Ensure the item:
- Has a quantity added
- Is marked as Available
- Update any items previously marked Out of Stock
- Go to Settings → Refresh Menu
Changes made in the Partner Admin will appear on the EPOS after refreshing.
Internet Connectivity Issues
A stable internet connection is required for both EPOS functionality and card payments.
Recommended setup
- Use a wired Ethernet connection wherever possible
- Wi-Fi is supported but not recommended due to potential instability
If issues occur
- Check that the Ethernet cable is securely connected
- Restart the EPOS and your router
- Confirm the card terminal shows the cloud icon
If the internet appears connected but payments still fail, contact Kayana Support.
Replacing the Printer Roll & Printer Troubleshooting
If the printer starts beeping or stops printing, it usually means the receipt paper has run out. It may also indicate a loading or connection issue.
Replace the receipt paper
- Open the front panel
- Insert a new receipt roll
- Ensure the paper feeds from the correct direction
- If the receipts print blank, remove the roll and turn it around
Check the printer connection
- Ensure the printer is securely connected to the EPOS via USB
- If needed, unplug the cable and reconnect it to a different USB port below the screen
Clean the printer (if required)
- Gently remove any paper dust or debris inside the printer that may block the feed
Restart the printer
- Power the printer off and back on
- Check whether printing resumes normally
Card Terminal Issues
BBPOS WisePad (Stripe)
Issue: Screen freezing
What to do
- Wait up to 2 minutes (the device may be completing an update)
- Press the power button to restart the reader
- Turn it back on and allow it to fully load
- Restart the EPOS and reconnect the reader if needed
Contact Kayana Support if the issue persists.
Issue: Reader disconnecting
What to do
- Check the EPOS network connection
- Restart the BBPOS WisePad
- Restart the EPOS device
- Confirm the reader reconnects before taking payments
Contact Kayana Support if disconnections continue.
PAX A35 (Ryft)
Issue: Terminal stuck on logo
What to do
- Wait up to 2 minutes to allow the startup to complete
- Hold the power button to turn the terminal off
- Power it back on and allow it to fully load
- Ensure the terminal reconnects to the EPOS
Contact Kayana Support if the issue remains.
Issue: Order placed but payment not received
What to do
- Restart the PAX A35 terminal
- Ensure the terminal is fully connected before retrying
- Cancel the order on the EPOS and reprocess the payment
If the issue continues, contact Kayana Support.
Contact Kayana Support
If you’re unable to resolve the issue using the steps above, our Support team is here to help.
- Email: support@kayana.co.uk
- Phone: +44 20 7046 0060
- Website: kayanaforbusiness.com
Next Steps
If your EPOS is now working correctly, you can continue setting up and optimising your system by learning how to manage daily operations more efficiently. Follow the Using the Cash Drawer with Kayana EPOS guide to understand how to process cash payments and ensure accurate cash handling during service.