If Karma Backoffice or POS is slow, blank, or not updating, first protect any order or payment in progress. Then check the connection, selected location, access, and current app version before contacting support.
Protect an active payment
Do not retry, reload, or delete a terminal while a card payment is still processing.
- Wait for the payment screen to show a final result.
- Check Payments → Payment History for the purchase.
- Check the physical terminal before starting another charge.
- Follow Fix a failed POS payment if the result is unclear.
This reduces the risk of charging the guest twice.
Check connection and live updates
If Karma shows that the connection is unstable, live updates can be delayed.
- Confirm that the device can reach another website or network service.
- Check the venue's Wi-Fi or wired connection.
- Keep the affected screen open briefly so it can reconnect.
- Refresh the page after the connection is stable.
If one device is affected, compare it with another device on the same network. If every device is affected, record the time and contact support.
Refresh Karma safely
- Finish or verify any payment in progress.
- Refresh Karma Backoffice in the browser, or close and reopen the installed POS app.
- Sign in again if prompted.
- Open Settings → Version and confirm that the current version has loaded.
Avoid repeatedly refreshing during service. One controlled refresh makes it easier to tell whether the issue was a stale screen or an ongoing connection problem.
Check location and access
- Confirm that the correct location is selected.
- Open Settings → My User and check the signed-in account.
- If a page is missing or read-only, ask an administrator to review Settings → Team & Roles.
- Confirm that the affected feature is enabled for the location.
A user can sign in successfully but still lack permission for a page or action.
Check the affected workflow
Use the focused guide when the problem belongs to one area:
- Set opening hours and item availability for closed sales or hidden items.
- Fix receipt or kitchen-ticket printing for printer and routing problems.
- Add or check a payment terminal for terminal status and setup.
- Set up the Kitchen Display for missing or incorrectly grouped kitchen orders.
Contact support with useful details
Include the location, device type, Karma version, exact page, approximate time, expected result, actual result, and a screenshot of the full error. Mention whether another device or location is affected.
Do not send passwords, access codes, full card details, or customer information unrelated to the problem.