This usually means one of your devices lost its connection inside the store — like a cable that came loose or a tablet that dropped off Wi-Fi. Your internet is likely still working fine. Usually, this would only happen to part of your devices in the store.
🔍 First: Understand Your Situation
Before anything else, look around your store. The right next step depends on which devices are affected.
➡️ Only one counter POS is offline (and it's your only station)
This is urgent. If your only POS is disconnected, kitchen tickets will stop printing too — your kitchen won't receive new orders. Fix the connection as soon as possible. Go straight to How to Fix It below.
➡️ One station is offline, but others are working fine
You're okay for now. Direct your staff to use the working stations to keep serving customers. Come back to fix the offline device when you have a moment — go to How to Fix It below.
➡️ A handheld POS is offline
Your counter POS should still be working fine. Have staff take orders from the counter POS while you fix the tablet's Wi-Fi connection. Go to How to Fix It below.
➡️ Everything in the store is offline
The problem is likely with your main router or the main cable that comes out of your router and connecting everything else. This is also urgent — go straight to How to Fix It below.
🔧 How to Fix It
For a handheld POS that's offline:
Swipe down from the very top of the screen to open the quick settings panel.
Look for the Wi-Fi icon. Is it turned on and connected to your store's network?
If Wi-Fi is off, tap it to turn it on, then select your store's network.
Also check that Airplane Mode is off — if it's on, tap it to turn it off.
If the screen is locked and you can't get to settings, the device may be in kiosk mode. Ask your manager to exit kiosk mode. If no one knows the exit password, contact Peblla Support.
For a counter POS that's offline:
Look at the back or side of the POS. Find the cable plugged into a small port — this is the cable that connects your POS to the store's network.
Give the cable a firm push on both ends to make sure it's fully plugged in.
Look at the two small lights right next to where the cable plugs in:
— Green light solid + orange light blinking = connected properly ✅
— No lights at all = cable isn't connecting. Unplug it and plug it back in firmly.Follow the cable all the way to the other end — it will connect to a wall port, a printer, or a box with several cables plugged into it. Make sure that the end is also plugged in firmly and that anything it's connected to is powered on.
Look at the cable along its full length — if it's bent, pinched, or damaged. A replacement might be needed.
If you cannot fix the physical connection issue, switch the POS to WiFi connection mode and connect it to the same network as other devices.
Still not working? Contact Peblla Support.
If everything in the store is offline:
Find your main router — it's usually a box with blinking lights near the front or back of house.
Check that it's plugged in and turned on.
Look at the lights on the router:
— Solid white = working normally ✅
— Blinking white = restarting or updating, give it a minute
— Orange or another color = having trouble connectingCheck the cables coming out of the router — make sure they're all plugged in firmly and none are bent or damaged.
If your store has an additional network switch or a secondary router, make sure you perform checks on them too.
If your router is experiencing issues, please contact your router supplier.
Once the issue is fixed, your POS will reconnect on its own within about a minute.
✅ What Still Works While You're Offline
If you don't have the capacity to fix the connectivity issue immediately, here's how you can
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)
What's not available:
Kitchen printing and KDS — aside from USB-connected or built-in printers
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.
>>> POS Setting - Offline Mode Settings⚠️ Be aware: credit card payments made while offline aren't fully verified until your network 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 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 network is back, you can turn online orders back on directly from POS > Settings.
Gift Cards and Loyalty
These won't work while you're offline. Any loyalty points owed will be added automatically when your network is back.
If a customer wants to buy or reload a gift card, ask them to do it through your store's app.
Reports
Don't check Portal or the Owner App for sales numbers right now — the data won't be up to date. Everything syncs automatically once your network is restored.
❓ Frequently Asked Questions
My kitchen stopped printing orders. What do I do?
This usually means your counter POS has lost its connection to the local network, or the kitchen printer itself is disconnected— kitchen printers rely on the local network to receive tickets, not the internet. Fix the counter POS connection first by following the steps above. In the meantime, have a staff member relay orders to the kitchen verbally or on paper so no orders are missed.
The cable on my counter POS cannot be fixed right now. Can I use Wi-Fi instead?
Yes — if your store has Wi-Fi, you can switch the counter POS to connect wirelessly. Go to the device's network settings and connect to the same Wi-Fi network your other devices use. This is a good temporary fix while you sort out the cable.
Only one device is offline. Do I need to stop service?
Not necessarily. If you have other working stations, direct your staff to use those and keep serving customers. You can fix the offline device when you have a moment. The exception is if kitchen printing has stopped — in that case, fix the connection as soon as possible so tickets start flowing again.
The connection is fixed but my device still shows offline. What do I do?
It should reconnect on its own within about a minute. If the issue persists, restart the POS to refresh the connection.
Why can't my staff use handheld POS to take orders?
Handheld POS doesn't support offline mode yet — all functions are paused when offline. Use the counter POS to take orders instead. We're working on adding offline support in a future update.