If your cash drawer isn't opening or responding properly, this can disrupt your cash handling process.
Follow the troubleshooting steps below to quickly identify and resolve common cash drawer problems:
Check the power and connections
Ensure your cash drawer is properly connected to your receipt printer or till system. Check that all cables are securely attached, including the cash drawer cable (usually RJ11 or RJ12). Verify that the receipt printer (if used as a connection point) is powered on.
Try the manual release
Most cash drawers have a manual release mechanism or emergency key slot. Locate the keyhole under the drawer and use the provided key to manually open it. This confirms whether the issue is mechanical or electronic.
Test the cash drawer trigger
Process a cash transaction or use the "Open Drawer" function in your till system to send a signal to the drawer. Listen for a click sound when the trigger is activated, which indicates the electronic mechanism is receiving the signal.
Check that the drawer isn't jammed
Ensure nothing is blocking the drawer from opening, such as coins, receipts, or debris lodged in the mechanism. Remove any obstructions and ensure the drawer slides smoothly when manually opened.
Verify cable connections to the receipt printer
If your cash drawer connects through your receipt printer, ensure the drawer cable is plugged into the correct port on the printer (usually labeled "DK" or "Cash Drawer"). Check that the other end is firmly connected to the drawer.
Test with a receipt print
Process a transaction that prints a receipt. Many cash drawers are configured to open automatically when a receipt prints. If the receipt prints but the drawer doesn't open, this indicates a drawer-specific issue.
Check the till system settings
Verify that your cash drawer is enabled in your till system settings. Ensure the "Open Cash Drawer" function is properly configured and set to trigger for cash transactions.
Restart the receipt printer and till
Power off your receipt printer and till system, wait 30 seconds, then turn the printer on first, followed by the till. This can re-establish the connection between devices.
If your cash drawer still isn't working after following these steps, raise a support case with our team. Provide the following information:
Your cash drawer model and how it's connected, directly to the till or via the receipt printer.
Whether the drawer opens manually with the key.
If you hear any sounds when attempting to open the drawer electronically.
Your receipt printer model (if applicable).
Any error messages displayed on your till.
The troubleshooting steps you've already completed.