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POS FAQ

Cashier Manager

Use this page to find quick answers to the questions cashiers ask most at the register.

Quick fixes​

  • It says PIN not recognized — Type your 4-digit PIN again. If you've forgotten it, a manager or admin can set a new one; PINs can't be looked up.
  • A barcode isn't found — Search for the product by name for now. If you can manage products, the Unrecognized barcode window lets you add the barcode to the right product. See Scanner Issues.
  • The item isn't in the system — Tap Manual Item below the cart, enter a name and price, and add it.
  • Customer wants to come back to a sale — Tap Hold, give it a name, and later tap Recall to bring it back.
  • The receipt didn't print — Tap the sale in the Recent Sales list (shown when the cart is empty), then tap Print.
  • The internet dropped — Keep selling. Sales are saved and sent when the connection comes back. See Offline Mode.

Tap any question below to see the full answer.

Logging In & Getting Started​

How do I log in to the POS?

Navigate to storename.brotherpos.ca/pos in your browser. The POS uses a two-step login:

  1. Email + password — Enter your email address and password to identify your account.
  2. PIN — Enter your 4-digit PIN to complete authentication.

Your email and password are checked before the PIN pad appears. If you see "Email or password is incorrect", fix those — your PIN has not been tried yet. After 10 wrong attempts (passwords and PINs together) the account locks for 5 minutes.

Once logged in, the POS enters a locked state between shifts. On the lock screen, any cashier on the same register can log in with just their PIN (no email/password re-entry needed).

Your admin or manager assigns your PIN during account creation. If you do not know your PIN, ask your manager. See Logging In for details.

What do I do if I forgot my PIN?

Ask your manager or admin to set a new PIN for you. They can do this by editing your account under Settings → Manage Users in the admin panel. PINs cannot be looked up — they can only be replaced with a new 4-digit PIN.

The POS says there is no active cash drawer session. What do I do?

A cash drawer session needs to be opened on this register, with a counted starting float, before you can sell. Clerks can open the drawer themselves by default: count the cash, type the total and tap Open Cash Drawer. If it won't let you, ask your manager. See Opening & Closing Cash Drawers.

Can I use the POS on my phone?

Yes. The POS is a Progressive Web App and works on any device with a modern browser. However, the interface is optimized for tablets and larger screens. On a phone, the layout adapts but the small screen size may make it less comfortable for extended use.

Products & Scanning​

How do I find a product?

You have four ways to find a product:

  1. Type in the search bar — results filter in real time as you type.
  2. Scan a barcode — the product is added to the cart automatically.
  3. Browse by category — tap a category to filter the product grid.
  4. Browse by brand — use the brand filter.

See Product Search and Scanning for details.

I scanned a barcode but the product was not found. What should I do?

The barcode (SKU) on the product does not match any product in your catalog. This can happen when:

  • The product is new and has not been added to Brother POS yet.
  • The SKU or barcode in Brother POS does not match the barcode on the package (check for leading zeros or different formats).
  • The product has been deactivated.

If you have permission to manage products, the Unrecognized barcode window lets you search for the product and add the scanned barcode to it. Otherwise, ask your manager to check the product catalog. You can also search for the product by name in the meantime. See Scanner Issues for detailed troubleshooting.

How do I sell a product by weight?

Tap the weight-based product card. A weight selection window shows the weights set up for that product (for example 3.5g, 7g, 14g). Tap one, or enter a custom weight if the product allows it. The price is worked out from the weight and the product's pricing. See Weight-Based Products.

What if a product has variations (sizes, colors)?

When you tap a product with variations, a picker appears showing all available options. Select the specific variation the customer wants. The correct price and inventory are applied automatically. See Modifiers and Variations.

Can I add a product that is not in the system?

Yes. Tap the Manual Item button below the cart. Enter an Item Name, Price and Quantity, and choose whether it is taxable. If your role is not allowed to sell manual items, a manager enters their PIN and a reason is recorded. Manual items are recorded in the sale but do not affect inventory. This is useful for one-off items or miscellaneous charges.

Cart & Checkout​

How do I change the quantity of an item in the cart?

Use the + and - buttons on the item in the cart to adjust the quantity. You can also tap the quantity number to type an amount directly.

How do I remove an item from the cart?

Tap the X (Remove item) button on the item. On a phone-sized screen, it is the red X strip on the right of the item.

Can I put a sale on hold and come back to it?

Yes. Tap the Hold button below the cart, enter an Order Name (for example "Table 5" or the customer's name), and hold it. The cart is cleared for the next customer. To bring a held sale back, tap Recall (shown below the cart when it is empty) and select the sale. See Hold and Recall.

How do I apply a discount?

Tap Apply Discount below the cart (or tap an item in the cart to discount just that item). You can:

  • Apply a percentage discount (e.g., 10% off)
  • Apply a dollar amount discount (e.g., $5 off)
  • Set a final price
  • Apply it to a Single Item or the Entire Order
  • Pick from Active Promotions, enter a Promo Code, or redeem Loyalty Rewards if a customer is attached

If your role does not have the Apply Discounts permission, a manager or admin enters their PIN to authorize. See Applying Discounts.

What is the difference between a line discount and an order discount?
  • A line discount applies to a single item in the cart. It reduces the price of that one product.
  • An order discount applies to the entire sale total. It reduces the overall amount after all items are added.

Both types can be percentage-based or a fixed dollar amount.

Payments​

What payment methods are available?

Brother POS supports:

  • Cash — with automatic change calculation
  • Card — recorded after you take payment on your own terminal, or sent to a connected payment terminal
  • E-Transfer — Interac e-Transfer with an optional reference number
  • Store Credit, Gift Card and House Account — when turned on for your store (store credit and house accounts need a customer attached)
  • Split Payment — divide the total across more than one method

Your admin chooses which payment methods are turned on for your store. See Completing Payment.

How does cash rounding work?

When your store has Canadian cash rounding turned on, the cash total is rounded to the nearest $0.05:

Total ends inRounds to
$0.01 - $0.02Round down to $0.00
$0.03 - $0.04Round up to $0.05
$0.06 - $0.07Round down to $0.05
$0.08 - $0.09Round up to $0.10

Card and e-transfer payments are not rounded — the exact amount is charged.

How do I split a payment between two methods?

Tap Split Payment. Choose a payment method, enter the Payment Amount (e.g., $20 cash), and tap Add Payment. Repeat for the next method until the payments add up to the sale total, then complete the sale. For cash, you can enter Cash Given (optional) to see the Change Due. See Split Payments.

Can I void a sale after completing it?

Yes. Tap the sale in the Recent Sales list (shown when the cart is empty), tap Void, and give a reason. If your role does not have the Void Sales permission, a manager or admin enters their PIN to approve it. Voiding puts the stock back and removes the sale from your sales totals, but it does not refund cash or card payments for you. See Voiding Sales.

How do I process a return?

Tap the gear icon in the top bar, then Report Issue / Process Return → Process Return. Find the original sale, tick the items being returned, and choose the refund method. You need the Process Returns permission, which managers and admins have by default. Managers can also process returns in the admin panel. See Returns.

Customers & Loyalty​

Do I have to attach a customer to every sale?

No. Attaching a customer is optional. However, if the customer wants to earn loyalty points, get tier-based discounts, or have the sale appear in their purchase history, you must attach their customer record before completing the sale.

How do I look up a customer?

Tap the customer search area at the top of the cart pane and type the customer's name, phone number, or email. Matching records appear as you type. Tap the correct customer to attach them to the current sale. See Customer Lookup.

Can I create a new customer at the register?

Yes. If the customer is not found in the search results, tap Create New Customer. Fill in their name, phone, email and date of birth (each is optional) and tap Create. The new customer is attached to the current sale. See Creating Customers.

Receipts & Printing​

Does the receipt print automatically?

It depends on the register's printer settings (gear icon in the top bar). If the register is set to print receipts, one prints automatically when a sale is completed. Otherwise, print it afterwards from the Recent Sales list: tap the sale, then Print.

Can I reprint a receipt?

Yes. In the Recent Sales list in the cart panel (visible when the cart is empty), tap the sale and then Print. Receipts can also be opened from a sale's page in the admin panel. See Receipts.

Can I email a receipt instead of printing?

Yes, when your store has Enable Email Receipts turned on (in store settings, Notifications tab). A receipt is emailed automatically after a sale when the attached customer has an email address and has not switched off Email receipts after a sale on their customer record.

Offline & Network​

What happens if the internet goes down during a sale?

You can keep going. Cash, Card (recorded on your own terminal), E-Transfer, store credit, gift card, house account and split payments are saved on the register and sync automatically when the connection returns — the completion screen says Sale Queued. Payments sent to a connected card terminal need the internet. See Offline Issues.

How do I know if the POS is offline?

Look at the sync indicator in the POS header. It reads Offline when the register cannot reach the server. A green tick with a time means it synced within the last 15 minutes; amber with a time means it is online but has not synced recently — tap it and use Sync Now. It shows Syncing... while a sync is running. See Offline Mode.