FAQ and Troubleshooting

This chapter answers the most common questions and issues you may run into when working with Kasyro.

Security and sign-in

I forgot my PIN. What do I do?

You sign in to the Kasyro register with a PIN (4–6 digits) on the number pad. There is no password sign-in in the register app.

If you've forgotten your PIN, ask an administrator. They set a new PIN in Settings → Company → Users — they tap your user and change the PIN.

Note: the register PIN and the Kasyro account password are two different things. The account password is used to connect devices to the company and to confirm sensitive actions; it has nothing to do with signing in to the register. A forgotten account password is reset with the Forgot password link below any form that asks for it (see Signing in).

How can I change my PIN?

Yourself in Settings → My Account → Preferences → Change PIN — first enter the current PIN, then the new one twice. An administrator can also change it in Settings → Company → Users. A PIN has 4–6 digits.

I'm locked out. How do I unlock it?

After repeated wrong PINs, sign-in is blocked for a while. A failed attempt counts only when a wrong PIN is entered in full (all six digits), or a shorter PIN is confirmed with Enter on a connected keyboard:

Wait for the countdown (“Too many attempts. Try again in … s.”) to finish and enter the correct PIN. A successful sign-in or restarting the app resets the counter. See Signing in for details.

Sync and offline mode

The system isn't syncing data. What should I do?

Only Premium and Enterprise sync. Free runs without sync and shows “Local mode” in the right panel — that's expected. On a paid plan, look at the Sync line in the right panel (see Main Screen):

1. “Offline, last synced … ago” (red; or just “Offline” / “Disconnected”) — the register can't reach the server. Check the internet (Wi-Fi, cable, router). You can keep selling; records wait on the register and are sent automatically.
2. A red bar at the top “This device was disconnected — ask the owner to connect it again.” and “Device disconnected” in the panel — the owner disconnected this device. They reconnect it from another device in Settings → Floor plan → Devices, under Connected devices, with Connect again. You can keep selling the whole time and unsent sales stay on the device.
3. “Not sending, …” (yellow) — the internet works but records aren't being sent. The register keeps retrying; if it persists, send the log to support (Settings → System → Log).
4. “↑ N waiting” is the number of records on their way. After a longer outage you see “Sending offline data — N left”, or without a connection “Unsent offline data — N · waiting for a connection” or “… · waiting for the server” — the records wait safely on the register and are sent automatically. “… · waiting for a fix” or “… · waiting for support” after moving from Free means the first data upload was stopped by a check (see Subscription).
5. Check the subscription. Settings → System → Subscription should say “Cloud sync active”. “Expired on …” or “Cloud sync — available in Premium” means the subscription isn't active.
6. “Unverified” (grey) — the device has no register assigned; an administrator assigns one (see “Can I use multiple devices?”).
7. Update the app. A very old version may have sync problems.

If none of this helps, contact support.

Can I work offline?

Yes. The register keeps selling without internet — it opens bills, takes payments (including vouchers, credit and points), prints, calculates VAT and the closing and closes the shift. Everything is stored on the register and sent automatically once the connection is back. Only things that need the server can't work: the AI assistant, emails, customer and kitchen displays on another device and downloading the EET certificate; EET sales wait until the internet is back (see EET 2.0).

When several registers are running and the connection drops, the registers can't see each other and may drift apart:

• Two registers take payment for the same bill — both payments stay, and after reconnecting the bill shows up in the right panel as something waiting for a decision.
• The same voucher, credit or points redeemed on two registers — the overdraw also shows up as a decision.
• The last item in stock sold twice — the stock goes negative.

What to do about it is described in Main Screen. To avoid such clashes, do these operations (paying a shared bill, redeeming vouchers) on one register only.

A display shows nothing after a power or internet outage. What now?

You don't need to restart anything. A display that came on before the internet shows its idle screen and connects by itself once the internet is back. A register started without internet starts feeding the pickup display within about half a minute after the internet returns, and the customer display the next time the sale, bill detail or Payment window opens. Selling never waits for a display.

A display paired, switched on or off on another register is picked up by an already running register only after it restarts.

How does data sync work?

• The register comes first. Every write goes to the register first; you don't need the internet for normal work.
• Automatic transfer. Whenever there's a connection, the register sends its records to the server and downloads changes from the other devices. A change shows up on the other devices within seconds.
• When two registers change the same thing, the change that reached the server later wins. A paid, cancelled or transferred bill can no longer be changed.
• A rejected write isn't lost silently. What the server doesn't accept, the register shows in the right panel as Not on the server; what it accepts but can't decide, as Waiting for a decision. Where money is involved, you can't finish the closing until someone with the permission confirms it (see Register (shifts)).
• Unsent records wait on the register. Until they are sent, they exist only there — losing the device before that means losing them. That's why the register waits until everything is sent before deleting data.

After an update the app says “This version cannot open the data on this device”. What now?

The data on the device was saved by an older version in a format the new version no longer opens. Nothing has been deleted yet. The screen offers two buttons:

1. Save a backup — saves a normal .kasyro backup, including sales not yet sent to the server. Always do this first.
2. Start over — after confirming, deletes the register data on the device and closes the app; at the next start it begins like a new installation. If an unsent EET sale is waiting on the device, the data isn't deleted.

After signing in again, the company's data downloads from the server; on Free, restore the saved backup in More → Data → Backup → Restore. Kasyro support takes over unsent sales of a paid plan from the backup.

At start-up the app says the data on this device can't be opened. What now?

The register's data file is damaged, or the device doesn't have the right key to it. Nothing has been deleted yet, but the app can't make a backup from such a file.

1. Contact Kasyro support first — especially if unsent sales may have remained on the register, or you're on Free.
2. Start over — the app begins like a new installation. On a paid plan, the data downloads from the server after signing in; unsent sales from this device are lost. On Free you lose all register data — only an earlier backup can bring it back.

The file that couldn't be opened is kept on the device for support.

On a computer the app says “Kasyro is already running on this computer”. What now?

On a computer, only one Kasyro window may work with the register data — two windows could issue two documents with the same number. On Windows a second window doesn't open at all; the one already running just comes to the front. On Mac and Linux you see this message: tap Close and continue in the window that's already running (look for it in the Windows taskbar or the Dock). If you can't see any window, wait a few seconds and start the app again.

Kasyro froze / won't start. What now?

On a computer, quit Kasyro and start it again:

• Windows: Ctrl + Shift + Esc (Task Manager), select Kasyro and click End task.
• Mac: ⌥ Option + ⌘ Cmd + Esc (Force Quit), select Kasyro and click Force Quit.

If Kasyro doesn't open after starting, or says “Kasyro is already running on this computer” and you can't see any window, the old window hasn't finished yet — quit it the same way and try again. Whatever was completed before the freeze is saved on the device.

A bill is grey with a device icon. Why can't I open it?

Another register has it open. When you tap it, the register tells you which one and by when the bill will be released at the latest. As soon as staff leave it there, the lock disappears; if that register was switched off, the lock expires by itself within ten minutes. The lock only works while connected. See Bills for more.

Can I use multiple devices?

Yes, with a Premium or Enterprise subscription. Free is limited to one device without sync.

Each device is assigned to a specific register when it connects to the company — the system offers a list of registers (see Introduction). Registers and other devices (displays, kitchen screens) are managed in Settings → Floor plan → Devices. An occupied register can be taken over after confirming — the original device is then blocked with “Another device took over this register”. A device without a register shows “Unverified” in the right panel until an administrator assigns one.

Subscription and plans

What is the difference between Kasyro Free, Premium and Enterprise?

Kasyro Free — a complete register for free on one device: sales, catalog, inventory, recipes, reports, customers, vouchers, roles and users, the kitchen display on the register itself, the built-in customer display on the register's second screen and EET 2.0. Email support. No sync and no AI assistant; data stays on the device only.

Premium (monthly or yearly, see the price list) — adds sync across an unlimited number of devices, data protection in the cloud, the AI assistant (with a monthly number of queries, see AI Assistant), the kitchen display on a separate device, customer and order pickup displays on another device (see Customer and Order Pickup Display), email rules, phone support, priority bug fixes and a Group of venues with all your venues at a glance on your phone.

Enterprise — everything in Premium, plus:

• one contract for the whole Group of venues — the number of venues, sharing, the export and services tailored to you, new venues straight from the Group;
• sharing between venues and an accountant export — staff, products and prices, stock transfers and a PDF sales summary per business ID;
• API access for your systems and AI agents — your accounting, internal systems and AI agents read the till's data: sales, closings, stock, price list, customers and more. The API is read-only;
• a dedicated contact person who knows your business and handles everything with you, from setup to problems;
• availability guaranteed by contract — the contract sets how reliably the service runs and how quickly we respond to an outage;
• tailored data sync — the register holds receipts for a longer period, so it can open and refund an older bill without the internet;
• help moving your data from your current system and remote setup of the whole till — we prepare it for you, you just start selling;
• custom changes, onboarding and staff training.

Arranged individually via info@kasyro.com. Details in the Subscription chapter.

How do I activate Premium?

Order and pay for Premium on kasyro.com (business ID and Kasyro account email, by card or bank transfer). After payment we switch the licence on (during business hours) and you receive a confirmation email; the register finds out by itself, or right away with Check license in Settings → System → Subscription. If you have an activation code from us, enter it in the Activation code field there and tap Activate (iPad and iPhone have no code field — send the code to info@kasyro.com). See Subscription for details.

What happens when my subscription expires?

You have a 7-day grace period — everything works normally, just with a red warning. After it ends:

• The main register keeps selling as Free (no sync and no AI assistant), and the data stays on it.
• Other registers are blocked (the kitchen and customer displays keep the last data). Don't sell on them, even if one still works — without sync the data would drift apart.
• You can still order a renewal on kasyro.com, enter an activation code or switch to Free.

Once the licence is renewed, sync starts again. See Subscription for details.

Where do I order Premium or Enterprise?

Premium online at kasyro.com/en/pricing, Enterprise by email at info@kasyro.com. On Free, Settings → System → Subscription has a “Buy license at kasyro.com” link (on computers and on Android downloaded from kasyro.com); Android from Google Play shows “Premium is ordered at kasyro.com.”, and on iPad and iPhone you order the licence on the website from another device.

Can I pay for Premium monthly?

Yes — Premium is ordered monthly or yearly; you choose the period when ordering. Current prices and promotions are in the price list.

I have Premium and want Enterprise (or the other way round)?

An activation code for Enterprise switches the company to Enterprise. Enterprise is valid from activation, and the remaining paid Premium period is credited towards the Enterprise price. You can't go from Enterprise to Premium — after expiry, Enterprise can only be switched to Free.

How do I cancel my subscription?

There is nothing to cancel in the app. The licence is valid until the end of the paid period and then simply expires. If you don't want the next period, let us know at info@kasyro.com and we won't invoice it. After expiry and the 7-day grace period you can switch to Free.

Can I get an invoice?

Yes. For Premium ordered on kasyro.com you receive the tax invoice within 15 days of receiving the payment.

Printing and peripherals

The printer isn't working. How do I fix it?

Check that the printer is on, connected (cable, network) and has paper. Then check that it is selected in Settings → Register → Peripherals (the printer is set per device). If the device has no printer, the print button shows “No printer set up” with a View PDF option.

If a document fails to print, nothing is lost: a Not printed line appears in the right panel and the register keeps trying by itself. Tap the line to send documents again (Try again) or discard them one by one.

On Android, a Bluetooth printer must first be paired in the system Bluetooth settings before the register offers it. If the printer works in other programs but not in Kasyro, restart the app. More tips in Printing.

A receipt from a Bluetooth printer doesn't print on the first try after a long pause. Why?

Bluetooth printers go to sleep after a few minutes of inactivity, and the first print after waking up is lost. The register repeats the print by itself and the receipt comes out with a slight delay; until then it is listed under Not printed in the right panel. If nothing prints even after a while, check that the printer isn't out of range or out of battery.

How do I turn off the customer display?

The display on the register's second screen is turned off under Settings → Register → Peripherals → Customer display with the Show to the customer switch (it applies to this device only).

A display on another device (customer or pickup) is turned off under Settings → Floor plan → Devices, in Connected displays, with its On switch — it stops receiving data and you can turn it back on any time. To disconnect it from the company completely, triple-tap the display itself. See Customer and Order Pickup Display for details.

The camera scanner won't start. What now?

The scanner says what it's missing:

• “The till is not allowed to use the camera…” — allow the app to use the camera in the device settings and open the scanner again.
• “This device cannot scan with a camera…” — type the code or use a barcode reader (a reader connected as a keyboard works everywhere; camera scanning works on Android, iOS and macOS).
• “The camera could not be started. Close the scanner and try again.” — close the scanner and open it again.

On Android and iOS you choose the camera in Settings → Register → Peripherals, Scanner card, Camera field (automatic, back or front).

Sales and orders

How do I cancel an order?

Cancel an open bill without a payment from the bill detail with More → Cancel Bill and confirm; with automatic receipt printing on, a void document is printed. Requires the Void bill permission. The cancelled bill stays in the system for the record.

A bill that already has a payment (even partial) can't be cancelled — pay the rest or refund the money. From a paid bill, money is refunded (see below and Bills).

How do I move a bill to another table?

In the bill detail choose More → Table, in the Move Bill window tap the Table row and pick the section and table. Requires the permission to move bills.

How do I split a bill?

In the bill detail choose More → Split. Tapping an item sets how many pieces to move (each tap adds one; after the maximum it goes back to zero). The bottom bar shows a summary, and you either open the new bill separately or pay it right away. Requires the Split bill permission and the Bill Split/Merge module. See Bills.

How do I issue an invoice?

In the Payment window turn on Issue invoice, choose a customer or fill in the buyer, tap Apply and pay any way you like — including deferred payment when the guest pays later. If the guest has already paid, open the paid bill's detail and choose More → Issue invoice. The invoice opens as an A4 page to print, save or send. Invoices can be issued by a company based in the Czech Republic with the Invoicing module on. See Payments.

How do I return an item?

On an open bill without a payment, tap the item and choose Delete (for several pieces you choose how many). Requires the Void item permission.

On a paid bill (the register must allow refunds), press Refund in the bill detail footer and choose what to refund — individual pieces, items, or everything with Full Bill (Refund payment permission). A separate refund document is created and printed as a credit note; the original bill doesn't change. The register doesn't refund a bill with an invoice — do that with a corrective tax document.

What does search look for, and where?

The magnifier icon is in the top bar on the main screen and in Reports. Search starts at 2 characters and looks for document numbers, names (customer, staff) and amounts (the number is matched anywhere in the amount — “50” finds 50, 150 and 505). Accents and case don't matter, and matches are highlighted.

• On the main screen (Paid / Transferred / Cancelled) all bills on the device are searched — on Free the whole history, on a subscribed register the last 31 days; an older document is found with Search older receipts too at the end of the results.
• In Reports the whole selected period is searched.

If you can't find a document, check the period set in Reports.

Prices and discounts

How do I change a product's price?

In Catalog → Products, tap the product, change the Sale Price and tap Save. The change applies right away to new orders; items already on bills keep the original price. The exception is Recreate bill for a cancelled or refunded bill — the new bill is charged at today's prices.

To change the price of one item on a bill only, give it an item discount.

How do I give a discount?

In the open bill's detail choose More → Discount, pick the type (amount / %), enter the number and confirm with Apply. For an item discount, tap the item and choose Discount.

Discounts are limited by permissions (Bill discount and Item discount, unlimited or limited by the company limit). If you can't give a discount, ask a manager. See Discounts.

How do I refund a customer?

In the paid bill's detail tap Refund, choose what to refund and confirm. Requires the Refund payment permission and refunds allowed on the register. A refund document (credit note) is created and the bill shows “Refunded” or “Partly refunded” in the list. With EET on, the refund is sent as a negative sale (see EET 2.0).

Closing

Where do I find the closing report of an earlier shift?

In Reports → Closing reports (Closing reports permission). Choose the period and tap a row — the full version opens and can be printed. The short version prints automatically when the shift closes if Auto-print closing report is on (Settings → Register → Printing). With EET on, the full closing also shows the sending status of sales. See Register (shifts) and Reports and Statistics.

Why doesn't the cash in my closing add up?

The closing compares the expected amount (opening cash + cash payments + deposits − withdrawals) with the actual amount you enter. The difference is a shortage or surplus. Common causes: an unrecorded deposit or withdrawal, cash miscounted, a cash refund. Foreign currency isn't counted in the main drawer.

Why does the closing show negative sales or discounts?

A refund is a separate document and counts towards the period when the refund happened. If you refund a sale from an earlier shift and little was sold in the current one, sales, VAT and discounts can come out negative. That's correct.

How do I set up automatic emailing of the closing report?

In Settings → System → Emails tap Add, choose Closing report under content (sent after every closing; you can attach shift sales and stock levels), pick the recipient and save. The recipient first receives an email asking to confirm the address — until they confirm, no closing reports are sent. Requires the Emails module (Premium).

Inventory and catalog

Why do I see a stock discrepancy?

Most often a sale hasn't synced yet, or someone entered a wrong count during a stock count. Check that all registers are online. An ingredient in a recipe without Track stock isn't deducted when selling.

Fix the stock with a stock count: in Inventory tap New document and choose the stock count type (see Inventory).

What happens when two registers sell the last item at the same time?

Without a connection both registers see the last item and both sales go through, even if negative stock is blocked. After syncing, the stock ends up negative and the sale isn't reversed. For goods where it matters, sell the last items from one register.

The app won't let me save a price or number. Why?

Every number field has an allowed range and rejects values outside it with an error below the field (“Value must not exceed …”). A price can be at most 10,000,000 CZK and the target markup 999 % — this protects against typos. Fields also reject letters and duplicate values where they must be unique (product name, SKU…). In dialogs with a number pad, the confirm button is disabled instead.

Backups and data

How do I back up my data?

In More → Data → Backup, tap the Backup card. A .kasyro file is saved; move it somewhere safe (USB drive, cloud, email). On Free, back up regularly — the data isn't anywhere else.

How do I restore data from a backup?

Restoring from a backup is for Free only. In More → Data → Backup, tap the Restore card and choose the .kasyro file. The restore overwrites the current data and can't be undone. It won't start while unsent EET sales are waiting on the register; the backup doesn't contain the EET certificate.

On a paid plan the register doesn't offer a restore — it would throw away what hasn't been sent yet. There, you fix a register with damaged data with Remove Local Company Data (Settings → System → Subscription) and signing in again: the data downloads from the server. See Data Import / Export.

Does the cloud protect my data if I lose the device?

On Premium and Enterprise, yes — data is continuously stored on the server and downloads again when you sign in on a new device. You lose only what the device hadn't sent yet. It is, however, a copy of the current state, not a point-in-time restore: if you accidentally delete or overwrite data, the change reaches the server too. In that case, contact support.

On Free the data is nowhere but on the device — after loss, damage or reinstallation it's gone unless you have a .kasyro backup. Free also doesn't support two devices: a second installation with the same email would be a separate register without sync.

We lost a tablet or a register was stolen. What now?

On a paid plan, disconnect the device from another register: Settings → Floor plan → Devices, Connected devices → Disconnect on the device → reason Stolen or lost → confirm with the company email and password. The device immediately stops uploading to the server and stops downloading data within an hour at the latest. Data already on the device can't be deleted remotely. With EET on, have the certificate that was on the device revoked and upload a new one (see EET 2.0).

How do I export data?

In More → Data, Export tab: sales, product sales, stock levels and movements, catalog, customers and floor plan (XLSX or PDF depending on the type). See Data Import / Export.

Users and permissions

How do I add or remove a user?

In Settings → Company → Users tap Add and fill in the name, username, PIN and role. Edit a user by tapping the row; delete with a long press or the Delete button in the editor. Requires the Manage users permission. The last active administrator can't be deleted or deactivated, and nobody can deactivate or delete themselves.

AI assistant

What does the AI assistant do and how do I turn it on?

A chat that answers questions about your data (“What sold best today?”) and, after you confirm, can also change things (create a product, change a price, add a customer…). Requires Premium or Enterprise and the internet.

Turn it on in Settings → System → Modules → AI Assistant. You'll find it in the side panel or under More → AI Assistant; the user needs the Use AI assistant permission (Manager and Administrator by default). See AI Assistant.

The assistant says a limit is used up. What now?

The hourly limit resets within the hour, the daily call limit tomorrow and the monthly query allowance on the 1st of next month. The line above the assistant's input shows how many queries are left.

Why doesn't the AI assistant work in the demo?

The assistant runs through the server and the demo doesn't talk to the server. The module is therefore marked “Available in Premium” in the demo. Try it in a real company on a paid plan.

Other

The app is behaving oddly. How do I restart it?

Close the app completely and open it again. If that doesn't help, restart the whole device.

The register says something “could not be recorded” or “could not be saved”. What does it mean?

The write didn't go through — usually because another register paid, cancelled or closed the bill in the meantime. The Not saved window says what didn't happen:

• “The payment could not be recorded. The bill stays open.” — check the bill (did another register pay it?) and only then repeat the payment.
• “The terminal accepted the payment, but it could not be recorded at the till. Do not charge the card again.” — the card has been charged; only the record is missing. Sort it out with your manager.
• “The credit payment could not be recorded…” — nothing happened; the customer keeps all their credit. Repeat the payment.
• “The payment went through, but the voucher could not be saved. Refund the bill.” / “… the credit could not be added…” — refund the bill and repeat the sale.
• “The closing could not be saved…” — the shift stays open; repeat the closing.
• “The order could not be saved…” — the cart is untouched; just try again.
• “Part of the order could not be saved; check the bill.” — open the bill and add the missing items again.

An administrator finds the reason in Settings → System → Log. If the same message keeps coming back, send the log to support.

How does the app update?

A message after entering your PIN tells you about a new version — never in the middle of a sale. You can postpone it (Remind me later).

• Windows and Linux: tap Update. The register downloads the version and installs it at the next start, or right away with Restart now.
• Android from Google Play: Open Google Play and tap Update there.
• Android from kasyro.com, iOS and macOS: Open download page and install the new version.

Don't uninstall the app downloaded from kasyro.com to switch to Google Play — uninstalling deletes the data on the device (on Free, all of it). The register installs only versions signed by Kasyro; if verification fails (“Integrity verification failed”), it installs nothing — contact support. See Introduction.

Where is my data if the local database is deleted?

On a paid plan, after a reinstall or Remove Local Company Data, everything the register successfully sent downloads from the server. What a lost device didn't send isn't on the server. That's why the register won't allow deletion while it has unsent records or EET sales.

On Free the data is only on the device — it can be restored only from a local .kasyro backup.

When to contact support?

If your problem isn't in this FAQ and the usual fixes don't help, contact support. Have ready:

• a description of the problem and the steps you took,
• the app version (Settings → System → About),
• the device's operating system,
• any error messages.

Contact:

• Email: info@kasyro.com
• Phone: +420 731 722 755 (Mon–Fri 9:00–17:00 CET) — for Premium and Enterprise customers
• Address: Kasyro s.r.o., Masarykova 360, Bohumín, Czech Republic

On Free, support is by email; on Premium also by phone. Enterprise customers have a dedicated contact person.

Gesture overview — long press

In many places a long press (about 0.5 seconds with a finger or mouse button) works as a shortcut.

Sales screen (cart)

Kitchen display (KDS)

Payment window

Deleting rows in tables

Everywhere the rule is: long press on a table row = delete the record (with confirmation and a dependency check). This works in the Catalog (Products, Categories, Modifier groups, Suppliers, Manufacturers, Customers) and in Settings (Users, VAT rates, Payment methods, Devices, Tables, Internal accounts, Email rules). Products and users can be deleted this way only on tablets and computers; on a phone use the Delete button in the editor, which sits at the bottom left of every edit window.

What deletion does to records that use it:

• What can work without it stays — just without the link (the confirmation says so under Kept, only without the link to it).
• What makes no sense without it (tiles, prices in a price level) is deleted with it (Deleted with it).
• What would calculate wrongly without it blocks the deletion — a Cannot delete window says what holds the record (for example “2 open bills” on a table).
• Closed bills, documents and stock movements never change.

Exceptions: recipe ingredients, modifiers within a group and product variants are removed with the × or bin icon right on the row.