You can troubleshoot access issues in Retail Express to restore system connectivity quickly, helping your retail operations minimize downtime when login or connection problems occur. This capability provides systematic troubleshooting steps for resolving access problems, which helps ensure your team can resume normal operations promptly and reduces the impact of technical disruptions.
Setting up proper access troubleshooting procedures enables your retail operations to handle connectivity issues independently, helping optimize system uptime and operational continuity. This helps retail businesses maintain productivity by empowering staff to resolve common access problems quickly before escalating to technical support.
If you're unable to access Retail Express, use the following guide to try and troubleshoot the issue.
Refer to the System Status page for information on current incidents that may be impacting your ability to access Retail Express
Back Office
Try a different browser
First check that you're not able to access the site from another browser - it may be an issue with the browser you're using e.g. Google Chrome, Microsoft Edge. If another browser works, try clearing the Browser History and Cache.
Try your phone
Can you access the site from your phone? It may be an issue directly with your Internet Service Provider (ISP) e.g. Telstra, iinet, Internode etc. DNS issues can cause some websites to become inaccessible. If you're able to access your Back Office from your phone, try contacting your Internet Provider for assistance.
Check other stores
If you have multiple stores with Retail Express, check if they're experiencing the same issue too.
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POS
Try a different browser
If you can't access POS at all (for example if you get a white screen) first check that you're not able to access the site from another browser - it may be an issue with the browser you're using e.g. Internet Explorer, Google Chrome. If another browser works, try clearing the Browser History and Cache.
Use Offline Mode
If you can access the POS website but can't log in, try engaging Offline Mode. This will allow you to trade without an internet connection.
Click here for information on Offline POS.
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