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Troubleshoot POS sign-in errors

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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 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 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.
  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.
  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.

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.
  • 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.

Related articles

Documentation Add a POS user Documentation Set user pins for POS access Documentation Create a store outlet Documentation Connect the POS register Documentation Sign in to a POS register Documentation Troubleshoot a frozen or crashed POS Documentation Initial sync when setting up the sync user

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