Recommended for: Owners, admins, managers, and staff Time to complete: 5 to 10 minutes
If a device goes offline or becomes locked out, start with the basics before escalating.
Check These First
internet connection
power and battery
whether the device is using the correct account and branch
whether the device limit has been reached
Quick Fixes
reconnect the device
restart the app or device
sign out unused sessions if necessary
retry with the correct branch and staff account
When to Escalate
Escalate if:
the device remains offline after a restart
the same problem affects multiple devices
staff still cannot access the branch after basic checks