Sign-in and passcode problems in Jovvie Point of Sale

If you cannot sign in to the register, or it will not accept your passcode, this page helps you find the message you see and fix it. Most fixes need an administrator or shop manager, because they involve user settings. A station is one register in Point of Sale (see the glossary). For how sign-in works, see Open the register and sign in.

Access errors

“User Assignments Error”

Symptom: The register shows User Assignments Error with the message Change your User Assignments to access the POS system. On some screens the message comes with a Go to User Assignment Settings button.

Cause: Your user is not assigned to use the register.

Fix:

1. Ask an administrator to contact Jovvie support about Point of Sale access for your user.
2. Tell support the station name and the message you saw.
3. After support confirms your access, reload the register.

“You do not have access to this station.”

Symptom: The lock screen shows this message instead of staff names.

Cause: The account signed in on this device is not allowed to use this station. Either the station is limited to certain users, or the account does not have a role that can use Point of Sale, such as administrator, shop manager, or Cashier.

Fix:

1. Open a station that your account can access, if there is one.
2. Ask an administrator to check the role on your user.
3. If the role is right and you still see this message, ask the administrator to contact support about access to this station.

Passcode sign-in

“No operators available for this station.”

Symptom: The lock screen shows this message instead of staff names.

Cause: No staff member has been set up to sign in with a passcode at this station.

Fix: Ask an administrator to set up passcodes for your staff. See Set up passcodes and user switching.

Your name is missing from the lock screen

Symptom: Other staff appear on the lock screen, but you do not.

Cause: Your user does not have a passcode turned on, or you are not allowed at this station.

Fix: Ask an administrator to set up your passcode.

Standalone

In Standalone, the administrator contacts Jovvie support to set up or change a staff member’s passcode.

WooCommerce

1. In your WordPress admin, go to Users and open the staff member’s profile.
2. Find POS Operator Passcode and check that Enable Passcode is turned on.
3. Enter a passcode in Passcode and Confirm Passcode.
4. Click Update User.
5. Check the station’s user access as described in Set up passcodes and user switching.
6. Reload the register.

Only users with Point of Sale access have this section on their profile.

“Incorrect Passcode.”

Symptom: You enter your passcode and see Incorrect Passcode., sometimes with the number of attempts left.

Cause: The passcode is wrong.

Fix:

1. Click Clear and enter the passcode again.
2. If you forgot it, ask an administrator to set a new passcode. See Give a user a passcode.

“Please enter the Passcode”

Symptom: You click Sign In and see this message.

Cause: The passcode field is empty.

Fix: Enter your passcode on the keypad, then click Sign In.

“Maximum attempts reached. Please try again later.”

Symptom: After several wrong passcodes, this message appears and the passcode window closes.

Cause: Too many incorrect passcodes were entered in a row. The register blocks further attempts for a short time.

Fix:

1. Wait a short time.
2. Select your name and try again with the correct passcode.
3. If you forgot your passcode, ask an administrator to set a new one.

“Too many failed attempts. Please wait before trying again.”

Symptom: You enter your passcode and see this message.

Cause: Too many incorrect attempts were made for this sign-in. The register blocks further attempts for a short time.

Fix: Wait a short time, then try again with the correct passcode.

“Passcode switch is not enabled for this station.”

Symptom: You try to sign in with a passcode and see this message.

Cause: Passcode sign-in is turned off for the station.

Fix: Ask an administrator to turn on user switching for the station. See Set up passcodes and user switching.

Login sign-in

“Invalid credentials.”

Symptom: You enter your username or email and password and see this message.

Cause: The username, email, or password is wrong.

Fix:

1. Check the Username or Email you typed.
2. Enter your Password again. The register clears it after a failed attempt.
3. Click Unlock.
4. If you forgot your password, use the password reset on your sign-in page.

“Maximum attempts reached. Please wait before trying again.”

Symptom: After several wrong attempts, the sign-in form is disabled and shows this message.

Cause: Too many incorrect sign-in attempts were made in a row. The register blocks further attempts for a short time.

Fix:

1. Wait a short time. The form turns on again by itself.
2. Enter your Username or Email and Password again.
3. If you forgot your password, use the password reset on your sign-in page.

“An error occurred. Please try again.”

Symptom: You click Unlock and see this message.

Cause: The register could not complete the sign-in, for example because of a network problem. This does not count as a wrong attempt.

Fix:

1. Check that this device is connected to the internet.
2. Enter your Password again. The register clears it after a failed attempt.
3. Click Unlock.
4. If it continues, contact support.

Sessions

“Are you still there?”

Symptom: A window titled Session Inactivity Check asks Are you still there? and counts down.

Cause: The register has been idle, so it is about to start a new order.

Fix: Click I’m still here to keep the current order. If you do nothing, or click Start New Order, a new order starts.

“Session expired” notice

Symptom: A notice starting with Session expired says a new order was started.

Cause: The register was idle long enough that it started a fresh order.

Fix: If a payment had started, check the Orders panel (see Find and view orders) and your Stripe Dashboard or NMI terminal first. Start the sale again only after confirming that no payment went through and none is still processing. If you are unsure, contact Jovvie support before taking another payment. To change how long the register waits, see Set up session timeouts.

Still need help?

When you contact support, tell them the station name, the message you saw, and the time it happened. Do not send passwords or passcodes.

Contact Jovvie support.