Offline mode in Retail POS (X-Series)


Offline mode in Retail POS is a backup function that allows you to continue processing sales if you lose your internet connection during your business day.

It is important to note that this is a backup option for when the internet connection is disrupted and is not intended as a complete solution for offline selling.


Retail POS will not operate without an internet connection if you have not completed an initial sync. You also won't be able to use Retail POS in offline mode if you weren't logged into your store before the internet connection was lost.

Desktop iPad

Offline mode on desktop


Retail POS will automatically enter offline mode if your internet connection drops offline for longer than two minutes, this can be noted by the offline mode banner along the top of the screen on Mac or PC

What you can access in offline mode

While offline, you will only have access to the Sell and Status pages on Mac or PC, and the sell screen on iPad. All other sections will be inaccessible until your internet connection is reestablished.


You will not be able to process integrated payments while your internet is down. However, you may be able to use a non-integrated EFTPOS machine to take EFTPOS/credit card sales offline. For more information on taking EFTPOS payments while offline, we recommend getting in touch with your EFTPOS provider.

On the Sell page, you will be able to add products and customers and process new cash transactions, layby, and on account sales.


You will not be able to edit existing customers, create new customers, redeem/sell gift cards, redeem loyalty, discard or park sales, or view product inventory information.

You can view your unsynced sales on the Status page. These are sales made during offline mode that have been saved in your browser but not yet synced to our servers. 


Once your internet is back up, these sales should automatically sync. If there are still sales in the Status page after a few minutes, you can try clicking the Retry errored sales button to sync them manually.

Adding products/customers in offline mode

You cannot search for products or customers by name while in offline mode (that data is stored on the Retail POS servers). However, you can add products with a barcode scanner or by typing in the product SKUs. Quick keys will also work in offline mode.


To add a customer, you will need to enter the customer code. You can find the customer code on existing loyalty cards, or a receipt.


You will need to know the customer code if you wish to add a customer to a sale in offline mode. When adding a customer by customer code, you may receive the error message "Sorry we were unable to fetch your data". This is because the search function will not work when in offline mode. However, press enter or return on your keyboard and the customer will be added to the sale. If you are using a scanner to scan the customer code, this will add the customer to the sale automatically.

Tips to keep sales smooth when your internet goes down:

  • Use your barcode scanner to search for products
  • Keep important SKUs and customer IDs written down or in a document
  • Keep your most commonly-purchased products in your quick key layout
  • When entering a product SKU or customer ID, make sure to click enter after typing it in in order to add this product or customer to the sale.
Once the internet connection is restored

Retail POS will automatically check your internet connection every two minutes. Once your computer is back online, the offline mode banner will disappear and you will be able to access all sections of Retail POS again.


If you have processed sales while offline, these will automatically sync to our servers once your internet connection is restored. This should occur within a few minutes of your internet connection being reestablished. If some sales have not synced, you will see an error sales icon next to Status in the sidebar. If you see this, head to the Status page and tap the Retry errored sales button.


If you try to access Retail POS on your Mac or PC and you receive the "Unable to load register" screen, it may be because you have not fully loaded your store in this browser before or you were not previously logged into Retail POS when your computer dropped offline.


You won't be able to use Retail POS offline while you have this message. To troubleshoot:

  • Check your internet connection by accessing another website outside of Retail POS. If other websites are also offline, your computer may have lost connection to the internet. Check that your router is powered on or contact your internet service provider.

  • If your internet is still running normally, click on the link to Retail POS's system status page and check that Retail POS's servers are operational.

  • If everything looks good, try and refresh the page to clear this message.

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