Triage: Order & pay with a handheld
Purpose: Work the problems that hit the default handheld flow, where a server takes the order and the payment on the same device. This is the app's Order & Pay mode.
When to use this: The handheld both rings the order and takes the card, with no separate counter reader.
Keep the VitaPay Event Viewer filter ready on the workstation that the handheld reports through, in case you need to read service logs.
Issues specific to this mode
The app won't respond, or "Could not communicate with Payment Provider"
What it means: The payment app isn't running or lost its connection.
Fix: Reopen the app from the Vitabyte tile, or tap Back To POS and back in. If it persists, swipe away all open apps and relaunch. Full steps: Handheld · Common errors.
Payments cancel on their own
What it means: Usually low battery or a power-saving mode suspending the app.
Fix: Charge the device, turn off battery saver, and confirm the Merchant ID is set. See Handheld · Common errors.
Payments are slow
What it means: Weak or dropping Wi-Fi.
Fix: Move closer to the access point or get the device on a stronger network. See Handheld · Common errors.
Issues that can happen in any mode
- Can't connect to reader: the Connection Lost modal on the handheld's reader.
- Reference transaction not found when voiding or refunding an earlier sale.
- Services not starting on the workstation the device reports through.
