Point of sale not completing sale

Let's make sure to fix the issue so you'll be able to use the pin pads again, JFKATZ23.

I've checked it here and it looks like there's no reported issue with pin pads. We can reboot the PIN Pad, then try processing the transaction again. If you're using the old iPP350 PIN Pad, you can switch over to using the PIN Pad instead.  It works with the POS 19.0 version.

Aside from that, you can enter the order manually in the POS Software. But if still, it doesn't work, you can use a credit card instead of a debit card. This issue happens more frequently with debit cards. 

The steps provided above should let you continue working with your POS again. Furthermore, there are also instances wherein you experience multi-user issues. For more details on how you can fix this, read this article for your reference: Troubleshoot Multi-User Issues In Point Of Sale.

Please get back to us if you have additional questions about POS. The Community is always right here to help you all the time.

Sorry, but I never listed the pin pads as an issue. We are having issues with the sale screen not clearing the sale and starting a new one.  Did you even read my post?   

Hello, JFKATZ23. 

I'll make sure that you'll be able to get your work done smoothly at QuickBooks Point of Sale. 

Let's run the Verify Data tool to check for any integrity issues in QuickBooks Point of Sale. It helps find damaged transactions, lists, or SQL table structures in your company file.  

1. Make the Debug mode accessible.
   1. From the Point of Sale Help menu, select About QuickBooks Point of Sale.
   2. With the Point of Sale information window open, simultaneously press Ctrl+Alt+D+B on your keyboard.
   3. Select OK to close the information window.
2. Run the Verify utility.
   1. From the Help menu, select Debug, then Verify Data.
3. After it completes, check the validation window to verify any issues.

• If no errors are found and validation is successful: Close the message window. If issue still persists, continue with normal troubleshooting.
• If an error message is returned: Use the Clean Up Company Data utility.

You may also want to visit this article for more troubleshooting steps about fixing issues when accessing your POS: Error: POS got stuck when using QuickBooks Point of Sale.

If issue persists, I'd recommend reaching out to our Point of Sales team. They have the tools to review your account and help you further. You can do it by clicking this link: Contact Payments or Point of Sale Support. Then, you can view their contact details on the QuickBooks Point of Sale section. 

QuickBooks has a compilation of helpful articles that can be useful to guide you in performing your tasks. To start browsing, please visit our QuickBooks self-help page for POS.  

Please leave a comment below if you have follow-up questions about this or anything else in QuickBooks. I'll be happy to answer them. Take care.

This did not work.  

Ran debug.  

Performed clean install.  

Still happening.  Anytime the pin pad is used for a credit card sale, the screen stays on the sale.  You have to hit held receipts to leave the sale.  Then go to home and then go back into the make a sale screen.  Just noticed too that no matter what I do the pin pad continues to flash and won't go to the home Quickbooks Point of Sale screen.  So have to physically reboot the pin pad occasionally, leave the program and reenter POS.  

I'm so over this!  We no longer have to update pin pads every time we start up point of sale, but that's been replaced by another bug!

I appreciate all the efforts you've gone through to fix the issue with your QuickBooks Point of Sale (QB POS), @JFKATZ2. But don't worry, I want to ensure this issue is taken care of, and I'd like to redirect you to the best support group available to get this addressed right away.

With all the troubleshooting steps shared by my colleagues above, you should be able to fix the issue when accessing your QB POS. Since it didn't work, I recommend contacting our QuickBooks Support team. This way, they can further check on this matter and provide in-depth troubleshooting steps to get this resolved. They can also create an investigation ticket if other users are experiencing the same.

You can reach them through chat or call the phone number provided in this article: Contact Payments or Point of Sale Support.

You can also get more tips about handling your other sales entries in QB POS through this link: Topics about your company's income and customers.

Feel welcome to get back to us if you have more questions about processing sales in QB POS. My colleagues and I will reply to you as soon as possible. 

I've spoken to customer service this morning for a few hours.  They just called me back and said that it's now a known issue but there is no fix.  They did provide some 'workarounds' which I will share here.  

They said that nothing was pushed to the pin pads, but I'm having a hard time believing that these issues just popped up out nowhere.  

Thank you for contacting us.

There is a known issue with the POS Tetra Lane 5000 PIN pad and we are working on it. In the meantime, here are some suggestions to help resolve the issue:

1. Reboot the PIN Pad (power off and back on). Process the transaction again.

(This does not work)

2. If you have the old iPP350 PIN Pad, you can switch over to using that pin pad instead. It will also work with POS 19.0.

(Will be trying this tomorrow)

3. If you has a USB Card Reader, they can try and see if that works.
(No Longer Have These)

4. You can also be able to enter the order manually in the POS Software.

(This does not work with the Lane 5000 still installed, issue still exists...will try it with no pin pad installed)

If after trying the steps above, the issue still persists, we can recommend you to try using a credit card vs. a debit card as we have seen this issue happen more frequently with debit

Still nearly a month after first encountering this issue, it has not been fixed.  I was promised a call back from level 2 tech support, never received.  I've never heard back from Quickbooks to update me on the issue.  The lack of concern for your customers and their business, is really incredible.  

Thanks for providing details of your concern, @JFKATZ23. I know this wasn't an easy process for you and I can certainly understand where you're coming from.

However, I suggest contacting our QuickBooks Support Team again. They are the only team that has the necessary tools to pull up your account and check the status of your ticket that was already created.

To reach them, you can chat or call the phone number posted in this article: Contact Payments or Point of Sale Support.

I'm here to lend a hand if you have more queries or need anything else related to QuickBooks. Take care and have a productive day.

Thank you for this super cool fix!

It worked all day..."hit held receipts then hit home you can get back into the sale screen from there"

if you call this a fix.....

Yes, something updated somewhere in computer land and we we unable to run cards!  

Who woulda thunk - if your screen freezes  - trick your software into thinking it is holding a receipt - and then it will unfreeze!  but only if you run a credit card!

Thank you for listening to my vent...

You're always welcome, @Gregpeggyw .

I'm glad my colleague's information was able to address your concern.

If you require additional assistance with QuickBooks-related concerns, please include it in your response. We're always here to help.

Have a wonderful day! 

Out of the blue, this bug hit us first thing yesterday AM.  We had to force quit after each transaction and also restart the computer several times, Will try this and "hit held receipts then hit home you can get back into the sale screen from there"

I hope it works as a temporary solution.

But ... Is there a better solution out there yet?

Vickie