Troubleshooting Playbooks
Things don’t always go smoothly — and that’s okay. These playbooks give you clear, step-by-step instructions for the most common situations you might run into with your cash register.
Keep this page bookmarked. When something unexpected happens, you’ll have a plan ready.
POS Error
Section titled “POS Error”What to do when you see an error on your register
Don’t panic — most errors can be resolved quickly.
Read the error message
Write down or take a photo of the exact error message and any error code. This will help your POS provider diagnose the issue faster.
Try restarting your register
Turn your register off, wait 30 seconds, and turn it back on. Many temporary issues resolve with a simple restart.
Check your internet connection
If your register uses a cloud-based system (like fiskaly), make sure your internet is working. Try loading a website on your phone using the same Wi-Fi network.
Contact your POS provider
If the error persists after restarting and checking your internet, contact your POS provider’s support team. Share the error message and code you noted down.
Your POS provider is your first point of contact for technical issues with your register. They know your specific setup and can guide you through the fix.
Internet Down
Section titled “Internet Down”Your register can’t connect — what happens
If your internet goes down, your cash register may not be able to communicate with the cloud TSE or transmit data. Here’s what to know:
Keep serving customers
Most POS systems have an offline mode that lets you continue processing transactions even without internet. Don’t stop selling — your register should still work.
Understand what's buffered
While offline, your transactions are stored locally on your register. They’ll be synced automatically once the connection is restored.
Check your connection
Restart your router or check with your internet provider. If you’re using mobile data as a backup, switch to that.
Verify sync after reconnection
Once your internet is back, check your POS system or the fiskaly Dashboard to make sure all buffered transactions have been synced successfully.
In Germany, transactions must be secured by the TSE. If your cloud TSE is unreachable for an extended period, your POS system should log this. Check with your provider about their offline policy and how long you can operate without a connection.
Certificate Expiry
Section titled “Certificate Expiry”What certificate expiry means and who to contact
Security certificates have expiration dates. When a certificate is about to expire or has expired, your register may show a warning or stop working.
Don't ignore the warning
If you see a message about a certificate expiring, take it seriously. An expired certificate can prevent your register from signing transactions, which means you may not be compliant.
Contact your POS provider immediately
Certificate renewal is handled by your POS provider or fiskaly — not by you. Reach out to them as soon as you see a warning so they can renew it before it expires.
Check the fiskaly Dashboard
Log in to hub.fiskaly.com to check the status of your TSE and certificates. The Dashboard shows expiration dates and current status.
Plan ahead
Ask your POS provider when your current certificates expire and whether renewal is automatic. It’s better to know in advance than to be caught off guard.
The fiskaly cloud TSE (Germany) is certified until 2033. If you’re using fiskaly, your provider should handle certificate management automatically.
Year-End Export
Section titled “Year-End Export”Preparing your end-of-year reports
At the end of each fiscal year, you may need to generate and archive data exports. Here’s how to stay on top of it.
Understand what's needed
In Germany, you need a DSFinV-K export — a standardized data file of all your transactions for the year. Other countries have similar requirements. Your POS provider or tax advisor can tell you exactly what’s needed.
Generate the export
Most POS systems let you generate year-end exports directly. If your system uses fiskaly, you can also trigger exports from the fiskaly Dashboard.
Store exports safely
Save your exports in a secure location — both digitally (e.g., cloud storage or USB) and ideally as a backup copy. You may need to keep these records for 10 years.
Share with your tax advisor
Send the completed export to your tax advisor so they can include it in your annual filings. Do this well before any filing deadlines.
Don’t wait until the last minute. Generate your year-end export in the first few weeks of January while everything is fresh.
Audit Prep
Section titled “Audit Prep”What to have ready when the tax office visits
A tax audit (Kassennachschau in Germany) can happen without advance notice. Being prepared means less stress and a smoother process.
Know where your data is
Make sure you can quickly access your transaction data, DSFinV-K exports, and TSE information. Practice finding them in your POS system or the fiskaly Dashboard before you need to.
Have your documentation ready
Keep the following accessible: your TSE certificate, your cash register registration confirmation, recent DSFinV-K exports, and any procedural documentation (Verfahrensdokumentation).
Keep your system running
During an audit, the inspector may want to see your register in operation. Don’t turn anything off or disconnect — keep everything running normally.
Stay calm and cooperative
Auditors are checking that your system is compliant — it’s routine. Answer their questions honestly, show them what they ask for, and don’t volunteer information they haven’t requested.
Contact your POS provider or tax advisor if needed
If the auditor asks for something you can’t provide or you’re unsure about a question, it’s perfectly fine to say you’ll follow up. Reach out to your POS provider or tax advisor for help.
A well-organized system speaks for itself. If your TSE is active, your exports are current, and your receipts are in order, you’re in good shape.
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