A product was ordered but never appeared on the bump screen

Almost always the product is not ticked on the Products tab of that filter. See the Products tab article. Second thing to check: if the POS sends order types and you have ticked some on the Order Types tab, dockets outside those types won’t show.

No new orders are coming through

Bump-it needs constant internet. Dockets already on screen stay put, but nothing new appears until the connection is back. The screen shows a red “Disconnected from server” banner, and a green “Connection established with server” when it recovers.

If the internet is fine and orders still aren’t arriving, escalate — this needs the POS API order logs checked.

No dockets at all on a brand new setup

Work back through the five setup steps. All five must be complete: account created, POS linked, subscription set, device added on the device itself, and a filter created with products ticked.

A docket disappeared from one screen but not another

That is Device independent bumping working as configured on that device. Untick it if you want a bump on one screen to clear the docket everywhere.

There’s no Unbump button

Can Undo isn’t ticked on that device. Fix it under Sites → Device on that device.

A docket keeps jumping to position 1

It is being unheld. A docket coming back from hold always re-enters at position 1, with a bracketed hold count against the order note and a fresh green timer.

I can’t edit a docket

Correct — the point of sale is the single source of truth. Dockets cannot be created or edited on the bump screen. Make the change in the POS and it flows through.

I added a device but it’s the wrong one / it added my computer

The device was added from a computer instead of from the iPad or Android. Devices must be added on the device itself. Add the correct device from that device.

Products created in the POS aren’t showing

Re-sync with Sites → ⟳ Sync POS, then confirm the product is ticked on the filter’s Products tab, or that its category has Auto-add new products enabled.

The screen greyed out with a Refresh button

That is expected right after linking a point of sale. Press the ⟳ Refresh button in the middle.

Escalate to a human for

outages, or orders not arriving when the internet is confirmed fine
anything to do with billing, invoices, charges, refunds or pricing
account changes you can’t make yourself
a frustrated customer, or anyone who asks for a person

Troubleshooting