Overview
If your account's subscription has lapsed, the POS shows a full-screen Store disabled message and stops taking orders. Every till in the store shows it at the same time.
This is an account status, not a fault with the till, the network, or the app. Nothing is broken and no data has been lost — the system is simply waiting for the account to be reactivated.
Note: The screen cannot be closed or dismissed. That is deliberate: while the store is disabled, the till cannot save orders, take payments, or send anything to the kitchen, so letting staff carry on would lose their work.
What you'll see
The screen shows:
- The reason, in plain text (usually "Store is disabled.")
- Your store name, terminal number, and app version — quote these when you contact support
- A Retry now button
- A note showing when the till last checked
What to do
- Contact support (or your account manager) and quote the store name and terminal number shown on the screen.
- Ask them to confirm the subscription status for your store.
- Once support confirms the account is reactivated, either wait a few minutes or press Retry now.
How the till recovers
You do not need to reinstall, reboot, or re-register the till.
The POS checks automatically every few minutes. As soon as the account is active again, the Store disabled screen disappears on its own and the till returns to exactly the screen it was on — including any order that was on screen when it locked.
Press Retry now if you don't want to wait for the next automatic check. The button is greyed out briefly while a check is in progress.
Common questions
Why can't staff sign in with their PIN? While the store is disabled, the whole system is paused — including staff sign-in. Once the account is reactivated, PINs work normally again. A wrong PIN is not the problem here.
Will I lose the order that was on screen? No. The till keeps its place. When the screen clears you'll be exactly where you left off.
Do all my tills show this? Yes. The setting applies to the store as a whole, so every till and kiosk shows it at once. Fixing the account clears all of them.
Can I take orders on paper in the meantime? Yes, but they cannot be entered into the POS until the account is reactivated.