Connection and plan messages in Jovvie Point of Sale

If Point of Sale shows a connection or plan message, this page helps you find it and fix it. Point of Sale checks its connection to Jovvie when it saves orders and when you open the station list. A station is one register in Point of Sale. See the glossary. Most fixes need an administrator.

If a payment was in progress

If one of these messages appears while you are taking a card payment, the customer may already have been charged even if the order did not save. Before you try again:

1. For a Stripe reader, check your Stripe Dashboard for a payment on this order. Look for payments that completed and payments that are still processing.
2. For an NMI terminal, check the terminal screen for the result of the payment.
3. Check the Orders panel (see Find and view orders) for this order.
4. Only try again if no payment completed and none is still processing.

If you are not sure, contact support before you take another payment.

Messages on the register

“Connection to the License Server has been Lost”

Symptom: A window with this title appears when you save or update an order. It shows Message: Something went wrong.

Cause: The register could not reach the Jovvie service that confirms your connection. The internet may be down, or the link between your store and Jovvie may be broken.

Fix:

1. Check that this device is connected to the internet.
2. Wait a minute and try again.

If the message continues:

Standalone

Contact Jovvie support. Tell them the station name and the time the message appeared.

WooCommerce

1. Ask an administrator to open POS > Settings > Connection and check the status. See Messages in your dashboard for what each status means.
2. If the status shows a connection problem, reconnect as described in Install Point of Sale for WooCommerce and connect.
3. If you use a Self-Hosted connection, see Set up a Self-Hosted connection.

Do not click Clear Data & Sync Now to fix this message. It clears the data saved on the device and does not repair the connection.

“Trial Limit Exceeded”

Symptom: A window with this title appears when you save an order. It has an Upgrade Your Plan button.

Cause: Your account has used up all the free orders available on its trial, so the register cannot save more orders until the plan changes.

Fix:

1. Ask the account owner to review the account’s plan. See Jovvie pricing.
2. If the account should be active, contact support.
3. When the account is active again, reload the register.
4. Check the Orders panel to see whether the last order saved.
5. Try the sale again only if the order did not save and you have confirmed in your Stripe Dashboard or NMI terminal that no payment for this order went through and none is still processing.

“Service temporarily unavailable”

Symptom: A window with this title says the service is briefly unavailable for scheduled maintenance.

Cause: The service is being maintained.

Fix: Wait a minute, close the window, and try again. If it continues, contact support.

Messages in your dashboard

The reconnect steps in this section are for stores that connect Point of Sale to their own WooCommerce store. If you use Standalone, Jovvie manages this connection for you. If you see one of these statuses, contact Jovvie support.

View POS is greyed out

Symptom: On POS > Stations, the View POS button is greyed out and does nothing when you click it.

Cause: Point of Sale is not connected, or your connection or plan does not allow the register to open.

Fix: Ask an administrator to:

1. Go to POS > Settings > Connection.
2. Check the status shown for your connection type.
3. Follow the entry on this page that matches the status, such as Status Not Connected or Not Active or Status No License.

Status Not Connected or Not Active

Symptom: The Connection tab shows Not Connected under Cloud Connection, or Not Active under Self-Hosted Connection.

Cause: Your store is not linked to Jovvie, or the link stopped working.

Fix:

1. Reconnect as described in Install Point of Sale for WooCommerce and connect.
2. For a Self-Hosted connection, make sure the Self-Hosted plugin is installed and active. See Set up a Self-Hosted connection.
3. Reload the Connection tab and check the status.
4. If it still does not connect, contact support.

Status No License

Symptom: The Self-Hosted Connection shows No License.

Cause: Your account does not currently have a plan that allows orders on a Self-Hosted connection.

Fix: Ask the account owner to check the plan. See Jovvie pricing. Click Manage on the license card to review it. If the account should be active, contact support.

Status Trial Active

Symptom: The Self-Hosted Connection shows Trial Active.

Cause: Your account is on a trial. This is not an error.

Fix: No action is needed. If the register later shows Trial Limit Exceeded, see “Trial Limit Exceeded”. For plans, see Jovvie pricing.

Status Connection Postponed and the message Cloud connection is degraded

Symptom: The Connection tab shows Connection Postponed, and a Warning! says Cloud connection is degraded and that cloud sync is paused.

Cause: Point of Sale could not reach Jovvie several times, so it paused for a while. It tries again on its own the next time the register is used after the pause.

Fix:

1. Check that your website and this device are connected to the internet.
2. Wait. The connection recovers on its own if the problem was temporary.
3. If the warning stays, contact support.

Status Connection Abandoned and the message Cloud connection has been failing

Symptom: The Connection tab shows Connection Abandoned, and a Warning! says the cloud connection has been failing for a long time and sync remains paused.

Cause: Point of Sale could not reach Jovvie for several days and stopped trying.

Fix: Ask an administrator to:

1. Go to POS > Settings > Connection.
2. Reconnect as described in Install Point of Sale for WooCommerce and connect.
3. Save the Connection settings. This starts a new attempt.
4. Check that the status changes to Connected for a Cloud connection, or Active for a Self-Hosted connection.
5. If the status does not change, contact support.

Still need help?

When you contact support, tell them the station name, the message you saw, the connection type you use, and the time it happened.

Contact Jovvie support.