Banner: "No internet connection"
This means the internet coming into your building has gone down. It's not something your restaurant did — your internet provider (e.g., Comcast, Verizon) is having an outage in your area. There is nothing to fix inside your store.
✅ Your Restaurant Can Keep Running
Your POS will keep working for in-person customers. Your staff can take orders and collect payment as normal.
What still works:
Taking, modifying, and voiding orders on your POS
Cash payments — cash drawer opens as usual
Credit card payments — if offline mode is turned on (see Payments section below)
Kitchen printing and KDS — these don't need internet to work
What's not available:
Refunds — for any payment method
Gift card payments, purchases, and reloads
Loyalty discounts, member pricing, and coupons
Handheld POS ordering — use the counter POS instead
New member sign-in
Online, delivery, and kiosk orders
What to Do Right Now
Orders
Use the same POS for the whole order — start to finish. Don't start an order on one POS and finish it on another.
Payments
Cash is your best option right now. It works perfectly, and there's no risk.
Credit card can still work, but you need to turn it on first: go to POS > Settings > Offline Mode Settings. Make sure you keep the customer's signed receipt for every card transaction.
⚠️ Be aware: credit card payments made while offline aren't fully confirmed until your internet comes back. Some may not go through. If that happens, the merchant is responsible — not Peblla. To be safe, you can lower or turn off offline card payments under POS > Settings > Offline Mode Settings.
If you don't want the card risk at all, you can use the Peblla Pay app on your phone to collect card payments instead. Just remember: after you collect payment in Peblla Pay, go back to the POS and void that order so your records stay clean.
Online Orders and Kiosk
Stop taking online orders right away. Open My Restaurant App > Operation > Online Selling Status or go to the Peblla Store Portal > Settings > Sales Settings and set it to Temporarily Closed.
Turn off your Kiosk — customers can still place orders on the screen, but your POS won't receive them.
When your internet comes back, you can turn online orders back on directly from POS > Settings — no need to go back into My Restaurant App.
Gift Cards and Loyalty
These won't work while you're offline. If a customer had already signed in as a member before the outage, they'll stay signed in — but their discounts and benefits can't be applied.
Any loyalty points they're owed will be added automatically when your internet is back.
If a customer wants to buy or reload a gift card, ask them to do it through your store's app.
Shifts and Clock-In
Staff can't clock in on MPOS while offline. Write down hours and cash amounts on paper for now.
A manager can enter the missed clock-ins after you reconnect.
Reports
Don't check Portal or the Owner App for sales numbers right now — the data won't be up to date. Everything will sync automatically once your internet is restored.
🔧 How to Fix It
This type of outage is on your internet provider's side — unfortunately, Peblla Support can't fix it for you. Here's what you can check while you wait:
Check the router. Find the main router that brings internet into your store — usually near the front or back of house. Make sure they are plugged in and turned on. Resetting them sometimes would help fix the issue.
Call your internet provider. Ask if there's an outage in your area. They'll be able to tell you what's happening and give you an estimated fix time.
Check the cables. Look at the cables going into and out of the main router. If any look bent, squashed, or damaged, that could be the problem — but don't unplug anything unless you're sure.
Once your internet provider fixes the issue, your POS will reconnect on its own within about a minute.
❓ Frequently Asked Questions
Why can't my staff use MPOS to take orders?
MPOS doesn't support offline mode yet — all functions including ordering are paused when offline. Use the counter POS to take orders instead. We're working on adding offline support to MPOS in a future update.
The internet is back but my POS still shows offline. What do I do?
It should reconnect on its own within about a minute. If the issue persists, you can restart the POS to refresh configurations.
Is it risky to take credit cards while offline?
Yes, there is some risk. Card payments made while offline aren't verified until your internet comes back — and some may not go through at all. If that happens, the merchant is responsible. To protect yourself: always get a signed receipt, let the customer know their payment will be finalized when internet is restored, and consider turning off offline card payments if you're not comfortable with the risk.
What about online orders that came in while I was offline?
If your POS is set to auto-accept orders, those orders will come through automatically when you reconnect. Check each one carefully — look at when it was placed and when the customer expects it to be ready. If you can't fulfill it in time, issue a refund and let the kitchen know.
Will my end-of-day card batch still run if I'm offline?
Most likely not — your card reader is usually on the same internet connection as your POS, so it likely can't run the batch either. It will automatically run at the next scheduled batch time once your internet is back.