Who Is This For?
StoreHub merchants whose POS register was working before and has stopped working - won't turn on, can't connect to WiFi, can't save a sale, or the app keeps crashing.
Setting up for the first time? See How to Set Up Your POS Register.
Overview
This guide helps you fix common problems on a StoreHub POS register that was working before - won't turn on, can't connect to WiFi, can't save a sale, app crashes, or screen issues.
Each section walks you through the first things to try before contacting StoreHub Support. The article also covers your StoreHub hardware warranty and what to do if your device is out of warranty.
Quick Help - Common Register Problems
Start here:
Won't turn on or won't charge : Try a different power cable; hold the power button for 10 seconds. Full steps below.
Printer isn't printing receipts : Check the printer is on and the LAN cable is plugged in firmly. Full steps → Printer Troubleshooting.
Cash drawer won't open : Confirm the RJ-11 cable is plugged in and the drawer key is in the 12 o'clock position. Full steps → Cash drawer set up
Can't connect to WiFi : Restart the router (unplug for 30 seconds, plug back in, wait 2–3 minutes). Full steps below.
Can't save a sale, or app closes when printing : Check your network; pull down to refresh; clear cache. Full steps below.
App is frozen, slow, or showing an error : Force quit and reopen; clear cache; check for app updates. Full steps below.
Need your WiFi password : Contact StoreHub Support. The password is set at installation; we can look it up or help you change it. Details below.
If your problem isn't listed, contact StoreHub Support via live chat in your StoreHub Manager App, BackOffice, or by emailing [email protected]
POS Register Won't Turn On or Won't Charge
If your register was working before and now won't turn on, won't charge, or has a black screen, try the following in order.
1. Confirm the power adapter is firmly plugged into both the wall outlet and the register's power port.
2. Try a different wall outlet, one you know is working (test it with a phone charger, for example).
3. For battery-powered models (iMin Falcon 1, Falcon 2, Swan 1), try a different power adapter or charging cable if you have one. Damaged cables are a common cause.
4. Press and hold the power button for at least 10 seconds.
5. If the screen is black but you can hear the device running (fan, beeps, or the app sound), this is a hardware failure, not a software freeze.
Do not attempt a factory reset. Contact StoreHub Support for a replacement or repair.
6. If none of the above works, contact StoreHub Support via live chat with your device serial number and a description of what's happening.
POS Register Won't Connect to WiFi
If your register was connected to WiFi before and lost connection:
1. Turn the router off and on first. Unplug the router's power cable, wait 30 seconds, then plug it back in. Wait 2 to 3 minutes for it to fully restart before checking your register.
2. If the router is on but your register still can't connect, on the register go to 'Settings' (or for iPad, 'Settings' then 'WiFi'), forget the StoreHub network, and connect again with the password.
3. If you are using a LAN cable (ethernet) and have no internet, check that the cable is firmly plugged in at both ends. Try a different LAN port on the router. If you're still offline, the issue is usually with your internet service provider - contact them first.
4. If WiFi works on your phone but not on the register, Contact StoreHub Support - the register may need a network reset.
Can't Save a Sale or App Crashes
If a sale won't save:
1. Check that your register is connected to WiFi or LAN (look at the top of the screen for the network icon).
2. Force quit the StoreHub POS app and reopen it.
3. Take a screenshot of any error message and contact StoreHub Support.
If the app auto-closes when printing receipts:
1. Make sure your StoreHub POS app is updated to the latest version. See How to Update Your StoreHub POS Device and App.
2. Go to 'Settings', then 'Apps', find StoreHub POS, and tap 'Clear Cache'. (Do not Clear Storage)
3. Check that your printer is on and connected. A printer that turns off mid-print can crash the app. For deeper printer issues, see Printer Troubleshooting.
4. Restart the register. If the issue continues, take a screenshot and Contact StoreHub Support.
App is Frozen, Slow, or Crashing
If the app is frozen or unresponsive:
1. Force quit the StoreHub POS app, then reopen it.
2. If still frozen, go to 'Settings', then 'Apps', find StoreHub POS, and tap 'Clear Cache'. (Do not Clear Storage)
3. If the issue continues, deactivate and reactivate the register before attempting a factory reset.
Note: Ensure there are no open orders.
If the register is slow or lagging:
1. Update the StoreHub POS app and device firmware to the latest version. See How to Update Your StoreHub POS Device and App.
2. Remove unused apps from the register.
3. Clear cached data.
If the screen is black but the device is still running:
This usually means a display or main-board failure, often caused by a power surge, lightning, overheating, or normal wear and tear. Try these steps in order before contacting Support:
1. Check the power adapter cable. Look for looseness, damage, or bite marks. Try a different cable if you have one.
2. Force restart. Hold the power button for a few seconds. When the prompt appears, tap 'Restart' or 'Reboot'. Wait to see if the screen returns.
3. Discharge static electricity. Hold the power button, then tap 'Shut Down'. Unplug the power cable from the POS. Press and hold the power button for 3 seconds (with the cable unplugged) - this discharges any built-up static. Wait 2–3 minutes, plug the cable back in, and power on.
4. Check for display vs. main-board failure. If you saw rainbow-coloured lines or pixelation before the screen went black, the display has failed (not a software issue). On a dual-screen device, check if the customer-facing screen still works while the main screen is black - if so, the main board has failed.
If none of the above brings the screen back, do not attempt a factory reset. Contact StoreHub Support immediately for replacement or repair. If your device is still under warranty, see Your StoreHub Hardware Warranty below.
StoreHub POS app isn't on the device's App Store: If you're using third-party hardware, the app may not be available on the Play Store. Contact StoreHub Support via live chat for a direct APK download link.
About factory reset: Factory reset erases all local data on the register. Before resetting, make sure your POS has fully synced to BackOffice. Go to 'Settings', then 'System', then 'Reset Options', and select 'Erase All Data (Factory Reset)'. Only use this as a last resort.
WiFi Password
Your StoreHub router WiFi password is set during installation and is specific to your store, so it's not listed in this article. If you've lost it, or you'd like to change it to something easier to remember, Contact StoreHub Support via live chat - we can look it up and help you set a new password.
Your StoreHub Hardware Warranty
Your StoreHub POS device comes with a one-year warranty from the date of purchase. The warranty covers manufacturing defects and hardware malfunctions under normal use. It does not cover damage caused by lightning, power surges, water, physical impact, or unauthorised modifications.
Check If Your Device Is Under Warranty
1. Find the invoice or receipt from when you purchased your StoreHub POS device.
Note: If you don't have your invoice, Contact StoreHub Support with your device Serial Number (SN), the team can check for you.
2. If the purchase date was less than one year ago, your device is under warranty. Proceed to Make a Warranty Claim below.
3. If the purchase date was more than one year ago, your device is out of warranty. See Out-of-Warranty Options below.
Make a Warranty Claim (Under 1 Year)
1. Contact StoreHub Support via live chat to start a warranty claim. Provide your device serial number, proof of purchase, and a description of the issue.
2. The team will reply within 2 business days with next steps.
Out-of-Warranty Options (Over 1 Year)
If your device is out of warranty, you have two choices:
Option 1: Send for repair.
The repair process takes 7 working days up to 3–6 weeks, depending on the problem and parts availability. No loan unit is provided. The repair does not come with a new warranty. During the repair, you can record sales manually or use another device like an iPad temporarily.
Option 2: Buy a new device.
No downtime - you get a new device immediately, with a fresh 1- or 2-year warranty. Visit the StoreHub merchandise store to purchase.
Note: Out-of-warranty repairs are slow and costly, so buying a new device is often the faster and better solution.
FAQs
1. When should I factory reset my register?
Only as a last resort after force quit, clearing cache, and restarting haven't worked. Factory reset erases all local data, so make sure your POS has synced to BackOffice first.
2. My device's OS is too old for delivery integrations. What should I do?
Delivery integrations require Android 11 or later. If your device runs Android 7 or older, it has reached end-of-life and should be replaced. Visit the StoreHub merchandise store or contact StoreHub Support.
3. Which devices are legacy or end-of-life?
The following devices can no longer receive app or firmware updates and must be replaced: Rockchip V1, Sunmi T2 (Android 7), Sunmi T2 Lite, Sunmi D2, Android 12C, and iMin D1. Visit the StoreHub merchandise store or contact StoreHub Support to upgrade.
4. My register was working before and now it won't turn on. What should I do?
See Register Won't Turn On or Won't Charge above. Most cases are a damaged charging cable or a wall outlet that's no longer working. If the device makes sound but the screen stays black, it's likely a hardware fault - contact StoreHub Support.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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