--- title: "Troubleshoot POS sign-in errors" source: https://support.storeconnect.com/articles/troubleshoot-pos-sign-in-errors type: article format: markdown site: StoreConnect Support — product and developer documentation for StoreConnect site_index: https://storeconnect.com/llms.txt docs_index: https://support.storeconnect.com/llms.txt note: Append .md to any page or article URL on this site to get its Markdown form. --- # Troubleshoot POS sign-in errors Use this article when the POS sign-in form rejects a sign-in with an error code. The form has three fields, **Username**, **Register code**, and **Pin code**, and each has one error code. The code tells you which field the website could not match, and the checks below go from most to least likely cause. ## Symptoms The sign-in form shows a red banner with one of these messages, and the matching field is highlighted: | Code | Message | Field that failed | |---|---|---| | `POS01001` | Incorrect username | **Username** | | `POS01002` | Incorrect pin code | **Pin code** | | `POS02001` | Incorrect register code | **Register code** | If the banner instead says "Sorry, we encountered an error", the website did not return a code. Try again, and if it persists see [troubleshoot a frozen or crashed POS](reset-an-unresponsive-pos) or contact support. ## Cause The website checks the three fields in order: the register code first, then the username, then the PIN. Each check reads only the records that have synced from Salesforce to the website, so a record that is correct in Salesforce but has not arrived on the website fails in exactly the same way as a typo. - `POS02001` means no outlet on the website has that register code. - `POS01001` means the outlet was found, but it has no active **Outlet User** whose Salesforce user has that username, is active, and has a PIN. - `POS01002` means the user was found, but the PIN entered does not match the PIN on their user record. ## Resolution ### POS02001 Incorrect register code 1. Open the **Outlet** in Salesforce and compare its **Register Code** with what was entered. The match is exact, including case, spaces, and hyphens. 2. If the code was changed recently, allow a minute for the change to sync, then try again. 3. If the outlet was created recently and the code is right, edit and save the **Outlet** record in Salesforce to make sure it has reached the website, wait a minute, and try again. See [set up an outlet](pos-store-outlet) for how the register code is set. ### POS01001 Incorrect username Check these in order and stop at the first that fails: 1. **The username is the Salesforce username.** It is the value in the **Username** field of the Salesforce user record, which is usually, but not always, the same as their email address. Copy it from the user record rather than typing it. 2. **The user has an active Outlet User for this outlet.** Open the **Outlet** in Salesforce and look for the person in the **Outlet Users** related list, with **Active** selected. A user linked to a different outlet cannot sign in at this one. See [add a POS user](add-a-pos-user). 3. **The Salesforce user is active and has a PIN.** Open the user record. **Active** must be selected and the **PIN** field must not be empty. See [set user PINs for POS access](create-and-set-a-pin). 4. **The user has synced to the website.** A Salesforce user only reaches the website when it is saved after StoreConnect is set up. A user created before setup, or brought in by a sandbox refresh, can have an **Outlet User** that synced fine while the user itself never did, which produces this error even though everything in Salesforce looks right. Fix it by saving a record: - Edit and save the **Outlet User** record. This sends the linked user to the website. - Or edit and save the **User** record itself, for example by changing and restoring the **Last Name**. Allow about a minute for the round trip, then sign in again. Users in this state are also picked up automatically by a daily check, so an outlet set up today works within a day even without this step. ### POS01002 Incorrect pin code 1. Open the user record in Salesforce and check the **PIN** field. The PIN is digits only and at least 4 digits, and the match is exact. 2. If the PIN was set or changed in the last few minutes, wait for it to sync and try again. 3. If it still fails, set a new PIN, save, wait a minute, and try again. See [set user PINs for POS access](create-and-set-a-pin). ## Verification Enter the username, register code, and PIN on the sign-in form. The register connects and the dashboard opens. If the user was missing from the website, the first successful sign-in confirms the user record has arrived. ## Prevention - After a sandbox refresh or a new StoreConnect setup, save each **Outlet User** once, or wait a day, before staff try to sign in. Users that predate the setup are not part of the initial import. See [initial sync when setting up the sync user](initial-sync). - Give staff the Salesforce username from the user record, not an email address they think it should be. - Set the PIN at the time you create the **Outlet User**, so the two changes sync together. --- ## Follow StoreConnect - [Email Newsletter](https://storeconnect.com/c/lp-newsletter) - [LinkedIn Newsletter](https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7444956928444862464) - [YouTube](https://www.youtube.com/channel/UCngKdP2x8l1wcbAKW3tvU8g) - [LinkedIn](https://www.linkedin.com/company/storeconnect) - [X / Twitter](https://x.com/storeconnecthq) ## Popular Links - [Partners](https://storeconnect.com/partners) - [Become a Partner](https://storeconnect.com/become-a-partner) - [News](https://storeconnect.com/articles/news) - [Events](https://storeconnect.com/articles/events) - [Feature Comparison](https://storeconnect.com/how-we-compare) - [Download a free trial](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000FMkeKUAT) - [Book a Demo](https://storeconnect.com/contact) ## Documentation - [Help documentation](https://support.storeconnect.com/help-documentation) - [AI agents](https://support.storeconnect.com/ai) - [Videos & tutorials](https://support.storeconnect.com/videos-tutorials) - [Developer reference](https://support.storeconnect.com/developer-reference) - [Release notes](https://support.storeconnect.com/release-notes) - [Troubleshooting](https://support.storeconnect.com/troubleshooting) - [Trust Center](https://trust.getstoreconnect.com/) - [Status Page](https://status.storeconnect.com/) ## Contact - info@getstoreconnect.com - US +1 415 745 3230 - AUS +61 2 8365 2308 100 S Ashley Dr, Suite 600-2461 Tampa FL 33602-600 USA Level 22, Sydney Place 180 George Street Sydney, NSW, 2000, AUS ## Machine-readable - [Site index for agents](https://storeconnect.com/llms.txt): curated map of the StoreConnect site in llms.txt format - [Documentation index for agents](https://support.storeconnect.com/llms.txt): full technical and product documentation map Every page and article on this site has a Markdown rendering: append `.md` to its URL. Continue in Markdown: [Help documentation](https://support.storeconnect.com/help-documentation.md) · [Developer reference](https://support.storeconnect.com/developer-reference.md) · [Videos & tutorials](https://support.storeconnect.com/videos-tutorials.md) · [Release notes](https://support.storeconnect.com/release-notes.md) --- StoreConnect Support — https://support.storeconnect.com/articles/troubleshoot-pos-sign-in-errors