FooodPosWiki

Sign-in is refused

Every message a refused sign-in shows, on the POS, in the back office and in the Boss app, what each one means and what to do. A wrong PIN or password, the wait after too many, a PIN that cannot be used, a POS that needs the internet once, a person signed out by the cloud, a POS-only account at the back office, and a suspended restaurant.

Who uses it:OwnerManagerCashierWaiterWhere:Windows POSAndroid POSBack officeBoss app
On this page

When a sign-in does not go through, the screen says why, in red, above the boxes. Find the message below: each says what it means and what to do.

There are three places to sign in, and each has its own way of doing it:

  • The POS: a staff code with a password or a PIN, or the PIN alone. Checked on the POS itself, so it works with no internet.
  • The back office (fooodpos.com): an email address and a password. Needs the internet.
  • The Boss app: the same email address and password as the back office.

A POS account and a back office account are not the same thing. See Sign in and Sign in to the back office.

On the POS

A refused sign-in on the POS: the reason in red, above the boxes.
  1. The message: why the sign-in was refused. On Windows, something to know rather than a refusal (such as who the cloud signed out) is amber.
  2. Staff code: kept as typed.
  3. Password or PIN: emptied. Type it again.
  4. Use a PIN instead / Use a password instead: switches the form. The way round most PIN troubles is here, on the POS.
The POS saysWhyWhat to do
Invalid code or password.The staff code or the password is wrong, or that person may not sign in at this POS.Check the code, and type the password exactly, capitals included.
Invalid PIN. (PIN pad) / Invalid code or PIN.Nobody at this POS has that PIN, or the code and PIN do not match.Key it again.
Too many wrong PINs for C01. Try again in 0:30. / Too many wrong tries for C01. Try again in 0:30.Five wrong tries for that staff code. The wait doubles with each further wrong try, up to five minutes.Wait for the count-down, or let somebody else sign in.
Too many wrong PINs on this POS. Try again in 0:30. A staff code and password still sign in.Five wrong PINs on this POS within 15 minutes, whoever they were for.Press Use a password instead and sign in with your staff code and password.
This PIN cannot be used here. Sign in with your staff code and password, and ask a manager for a new PIN.Two people have the same PIN, from before PINs had to be different.Sign in with your staff code and password. A manager gives you a new PIN in the back office (POS users, PINs).
This POS cannot find anybody by their PIN alone yet. Type the staff code with the PIN.The POS's list cannot look a PIN up on its own.The card moves to the staff code and PIN form by itself: type both.
This POS needs the internet once, to learn who may sign in here. Connect it and try again; after that, PINs work with no internet.The POS has never received its list of who may sign in, usually because it was just paired.Connect it to the internet once, then try again.
Sign in once with the internet on, then your password works offline too. Your PIN works now.The POS has no copy of this person's password yet, and is offline.Press Use your PIN, or sign in with the password once the internet is back.
A password sign-in needs the internet, and this POS cannot reach the cloud. Sign in with a PIN instead: a PIN works with no internet.The POS has no list for password sign-ins yet, and is offline.Press Use your PIN, or connect the POS.
Mei Ling has been signed out: the cloud would not confirm this sign-in (…)…The PIN or password was changed in the back office, the person was switched off, or the staff code now belongs to somebody else.Sign in with the new PIN or password, or ask a manager. Nothing rung is lost.
The cloud did not say who signed in. Try again.The cloud's answer named nobody.Try again. If it goes on, update the POS app.
Sign-in failedThe POS could not read its own data to check the sign-in.Try again. If it goes on, see The POS says its data is damaged.
That unpair code is not valid for this POS.An unpair code typed in Staff code was made for another POS, was used, or is older than 30 minutes.Make a new one in the back office. See Unpair a POS with a one-time code.

Every message, with more detail and the rules behind the waits: When sign-in is refused.

A right code that is still refused

The POS refuses a person who is not on its list with the same words as a wrong secret, so nobody can find out which codes are real by trying. If you are sure of your code and password, a manager checks in the back office, under POS users:

  1. Open the person. Active, may sign in must be ticked.
  2. Their Outlets must include this POS's outlet.
  3. If their PIN or password was changed a moment ago, and this POS is offline, the old one still works there until the POS is online again.

A back office user (who signs in with an email address) cannot sign in on a POS at all. An administrator signs in on a POS with the staff code and password, never a PIN alone.

In the back office and the Boss app

A refused sign-in in the back office.
  1. The message, in red. The back office is in English; its messages are the cloud's own words.
  2. Forgot your password?: emails you a link to set a new password. See Forgot your password.
The back office saysWhyWhat to do
Invalid email or passwordOne of the two is wrong. The page never says which.Check the address and that Caps Lock is off. Or use Forgot your password?.
Too many failed sign-in attempts. Try again in 15 minutes.Too many wrong passwords in a short time. The address is locked for every subscription it signs in to.Wait the minutes it says, or set a new password meanwhile.
This account is for the POS only. Sign in on the POS at your outlet, or ask your manager to give it the back office as well.The account was made for the POS.Sign in on the POS, or ask an administrator to add you under Back office users.
This account has no outlet assignedThe account works at no outlet.An administrator gives it an outlet in Back office users.
This restaurant's FooodPos account is suspended. Nothing has been deleted.FooodPos has suspended the subscription.Contact FooodPos support at the address in the message.
Your sign-in has expired. Please sign in again.The choice of a subscription waited too long.Type the password again and choose.
Your sign-in has ended. Please sign in again.The sign-in ended before you chose an outlet, for example because the password was changed meanwhile.Sign in again.
Sign-in failed. Please try again.The cloud sent no reason.Try again.

The Boss app shows the same messages. On Android it shows No connection. Check the internet and try again. when the phone is offline. See Install the Boss app and sign in.

What if…