Need help with your Yoco Printer? We’ve got step-by-step solutions to the most common printer problems, so that you can get back to business as quickly as possible.
1. Printer isn’t switching on
If your printer isn’t switching on, check that it’s plugged in at the wall, AND that the switch on the side of the machine has been turned on.
The printer must always be connected to an electrical source – it doesn’t run on batteries.
If your printer disconnects from the Yoco POS App, start the process again.
2. Printer serial number is needed for setup
The serial number for your printer can be found on the back of the device itself, as well as on the back of the box it arrived in.
Use the last four digits of the serial number to identify your printer during the setup process.
3. Printer is printing blank receipts
Open the paper tray by pushing the button on the front of the printer.
Check that the printer roll is correctly inserted with the paper feeding in from the top as shown in the image below.
4. Printer cable needs replacing
The Yoco Printer uses a standard 'kettle-style' power cable and a standard USB-A to USB-C cable. Both cables can be bought on Takealot.
5. An order/item wasn't printed in the kitchen
The fix depends on which type of order routing your printer is set up with.
Printer set to ‘All orders taken on this device’
If you selected this setting under Printer settings on your point of sale, the printer will only print orders placed on the device it's directly connected to like your Counter or a mobile/tablet running the Yoco POS App.
If your order didn't print, check which device it was placed on. If it was a different device, that's why. To avoid this in future, place orders on the device that's directly connected to this printer.
Printer set to ‘Orders for specific prep stations’
When an order is placed, Yoco follows a chain to decide where to print it: the product belongs to a category, that category is assigned to a prep station, and that prep station is linked to a printer. If any link in the chain is broken, the item won't print.
Work through each link in order: (add visuals)
Check the item's category by going to Manage → Products and selecting the item. Check which category it's in.
Check that category's prep station by going to Manage → Prep stations and confirming that the category from step 1 is assigned to the correct prep station.
On your Yoco Counter, or in the Yoco POS App on your mobile/tablet, got to More → Printers and select the Prep stations tab to check that the printer is assigned to the prep station in step 2.
If the setup looks right, but the item still isn't printing, please contact Yoco Support via our in-app chat.
6. Printer keeps showing connectivity errors
If you're seeing errors like ‘printer offline’, ‘printer not found’ or ‘unknown’, try these steps in order:
Switch the printer off and then back on again, or unplug it from its power supply for five seconds.
If that doesn't help, restart your Counter or your mobile/tablet running the Yoco POS App.
If the printer is still not connecting, there may be a Bluetooth or network issue – take a look at section 7 for tips on improving your printer connection. If this doesn’t help, your printer may need to be replaced. Please contact Yoco Support via our in-app chat for assistance.
7. Can't assign prep stations to a new printer
When you add a new printer, prep stations that are already linked to another printer can't be assigned to your new one straight away. Here's what to do:
On your Yoco Counter, or in the Yoco POS App on your mobile/tablet, got to More → Printers, select the Add printer button and set the printer to print All orders taken on this device.
Once the printer has been added, go back to the Printers screen and select the Prep stations button.
Reassign the prep stations to your new printer.
8. Overheating errors
If your printer is overheating, check that it isn't near a heat source (like a coffee machine or air fryer) or in a poorly ventilated area.
If it's away from heat sources and the problem continues, or if the same printer keeps failing, it may need to be replaced.
Chat to us in the app and we'll get you sorted.
9. Connectivity errors or slow printing
This is often caused by the printer being out of Bluetooth range and can usually be fixed by keeping each Counter close to its printer. For example, have the bar Counter connect to the bar printer and the Counter closest to the kitchen connect to the kitchen printer.
Want to customise the receipts for your Yoco Printer?
Go to the Settings tab – you'll find it at the bottom of the menu on the Yoco Web App, or in the top right corner of the Yoco Mobile App.
Select the Receipt settings tile and then the Edit button next to the Details heading.
Need more help?
Start a conversation with a Yoco Support consultant via our in-app chat.