TABLE OF CONTENTS

This article will document the frequently asked questions and how to resolve them with ease.



General EZ Dine Information

Screen size

  • EZ dine is a locked sized at  1024x768. Windows will need to be set up to match this.


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I cannot send tickets. | Tickets are not going to the kitchen

  1. Obtain remote access to the server computer or have the customer go to the server system.
    1. This will generally be set up as Register 10
    2. Server is generally a PC Tower
      1. For smaller locations this might also be another All-in-one Point of sale system.
  2. Type in the support code or have the employee or manager use theirs and tap the ezdine plate in the upper right corner to close the program
  3. Check to see if the Print module program is running at the bottom of the screen (reference: Print module running)
    1. If closed: Proceed to Step 4
    2. If open: Proceed to Step 5
  4. Launch Print Module from the desktop (reference: open print module)
    1. If the customer attempts multiple times to open print module, the program will ask them for a login code.  Typically the customer will not have the login in details. This means the program is running and they can click on CANCEL and confirm. (reference: Print Module Login)
  5. Re- launch EZ Dine


- Print Module running


- Print module open

- Print Module Open


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Could not communicate with.... | Unable to retrieve data from key management | Key management error

  1. Obtain remote access to the server computer or have the customer go to the server system.
    1. This will generally be set up as Register 10
    2. Server is generally a PC Tower
      1. For smaller locations this might also be another All-in-one Point of sale system.
  2. Type in the support code or have the employee or manager use theirs and tap the ezdine plate in the upper right corner to close the program
  3. Have the customer click on the windows start.
    1. Typically will requiring hovering over the bottom as he have hide task bar enabled.
  4. If services is not an option, have the customer search for services and open it.
  5. On the Services window, have the caller locate EzSoftKeyMgmt and click on it.
  6. Have the caller click to start the service.
  7. Have the caller close out the Services window.
  8. Re-launch EZ Dine.


-Example of key management error

- Process to Start the Key Management Service


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I need to order Paper | Ink | supplies

  1. Please locate the EZ Dine Supply Order Template below.
  2. Copy that template into your ticket and fill it out with the customer. 
  3. General information you will need for the form:
    1. Name of the business
    2. Name of the caller
    3. Phone number to contact the customer
    4. Is this an urgent order and they need it ASAP?
    5. Will they need this delivered or will be picked up from our corporate office?
      1. If PICKUP, what time/date?
    6. Quantity of the ordered items.


Supply order notes:

Alternate names: 
Thermal: Receipt Paper/Front of house printers
(When in doubt confirm the model number of the printer)
Thermal Printers: T20, T88, M30

1ply, 2ply, 3 ply Bond Paper:
Kitchen printer Paper, The paper with the white and yellow
(When in doubt confirm the model of the printer)
Impact Printers: U220 (could also be informed to us a u220b)

Ribbon - Ink for the impact printer



Supply Order Template:


Contact Name:

Business Name:

Contact Phone number:


Does the location need this supply order ASAP (used for when low on stock)?

Will the customer be picking up the order (Y/N):

If y, please provide a estimated date and time:


Standard Supplies

Thermal Paper - $58.32 - Qty: 

Singly Ply - $37.45 - Qty: 

2 Ply - $47.62 - Qty: 

Ribbons - $19.20 - Qty: 


Non Standard Supplies

Manager Cards: - Price Sheet below - Qty:

1-10: $3.50/card

11-25: $3.00/card

25+: $2.50/card


Zebra Printer Labels - Notes below - Qty:

Please obtain the following:

Size of the Zebra Labels (generally 1"x1.25"/2.25"x1.25")

Price will be provided in a quote later based on market cost.

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Please Settle error on my Pax credit card device


This error is generally due to the credit card database on the card reader is full and needs to be cleared

Note: For all instance of a password request, please provide the following

- 916860
- Rarely factory default password is the date in MMDDYYYY Example January 24 2024 so the password would be 01 for the month 24 for the day 2024 for the year making the password 01242024


  1. Confirm with the customer if they use Heartland or another processor.
    1. Heartland: Proceed to Step 3
    2. All other processors proceed to step 2
  2. Perform a manual batch then proceed to step 3
    1. Confirm the Model of the credit card terminal
      1. S300 - https://www.youtube.com/watch?v=ZTyAsDaJmGc
      2. S920 - Use the same instructions as S300, but use the green button + 1 to access the admin options.
      3. A35/A77 - https://youtube.com/shorts/Bowx5DMPWHg?si=cwZaWNLN_ywZyYq3
  3. Perform a Database Clear
    1. S300 - https://youtu.be/KPjWzna8i-Y?si=Auwg2QlLOPgLUKN8
    2. S920 - Use the same instructions as S300 but use the green button + 1 to access the admin options.
    3. A35/A77 - https://www.youtube.com/shorts/ce1_rORf8sE
  4. Have the customer hit the red button a few times to get back to the normal swipe any time screen
  5. Perform a test transaction to confirm if issue is resolved.


Text instructions

S300
Access Menu with Function + 1 > Enter password > Choose Host Settings > Enter Password > User arrows to change pages and choose batch close > Confirm

S920
Access Menu with Green + 1 > Enter password > Choose Host Settings > Enter Password > User arrows to change pages and choose batch close > Confirm

A35
Access menu by pressing clock wise the four corners starting with upper left Enter password > Choose Host Settings > Enter Password > Scroll to find and choose batch close > Confirm > If there is a fail retry, attempt again until credit server connection completes


Clearing database
Access the menu with the same process as the above > System Settings > Database > Clear Database > Confirm


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My payroll reports are incorrect | This employee is having not appearing on the report | Employee has missing hours

Payroll issues can generally be summed up as an issue with the Payroll table data.  In these events a payroll recalculation will assist
  1. Have a manager log in into the admin with their code
  2. Have the manager choose Payroll Recalc
  3. On this screen, Have the manager wait 1 full minute without doing anything as this allows EZ Dine time to log into the database.
    1. Newer versions of EZ Dine will allow bypassing the wait time, but legacy EZ Dine customers who are unable to update their systems for third party reasons will need to wait.
    2. Failing to wait will cause the Payroll Recalc to post to nothing and be stuck posting forever.
  4. Once they have waited the minute, Have the manager enter the dates of the payroll period and click Execute.
  5. Allow the Posting to finish
  6. Have the customer run the payroll report again.

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My Internet is out and I cannot run credit cards | I need to go offline for my credit cards


How to go offline

  1. Obtain remote access to the server computer or have the customer go to the server system.
  2. Have a manager log in with their access code into the Admin
  3. Have them click on Misc Credit Card Ops.
    1. Easy way to locate this is to look in the bottom row middle for Print Delayed order, the button will be directly above it
  4. Have the caller choose Force Offline
  5. There will be a legal disclosure informing the customer that these will be run as pre-authorizations in offline mode and there is a potential of a declined card that may occur for the customer to acknowledge to go into offline mode. 


How to go back online

  1. Ensure that all transactions tips have been entered.
    1. This will avoid an error stating that an offline tip cannot be entered while in online mode.
  2. Perform the exact same steps performed to go offline, but now the Force Offline button will show Go Back Online.
  3. Inform the customer to perform this next step after hours or before any employees run another credit card.
    1. Have a manager click on the Credit Card Utilities, the button one spot to the left from Misc Credit Card Ops.
    2. Have them enter their Strong password
      1. This is managed by the restaurant
      2. If all management is unsure of the password
      3. Reach out to EZ Software Tier 2
    3. On this screen they will need to process the offline payments.
      1. Legacy Credit Card Machines: Click on Process All Offline Payments
      2. Modern EMV Card Terminals: Click on Process and Close Batch


Special Notes:


If the customer uses our EZ Retail POS software, they will be unable to use offline mode for the time being of the offline.

Some Processors do not allow for offline functionality and this option will not be available for use.

If the customer gets a "Invalid SAF" when going offline, they will need to reach out to the credit card processor to correct their offline for next time they are back on.  They will also need to obtain a process from their processor to perform voice authorizations and perform a misc payment to process these transactions or go into cash only.


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I am having issues with a gift card transaction | I wish to perform a gift card transaction | General How-to for Gift card transactions.


How to activate a gift card

  1. Determine if they has a Gift Card Item in the pos.
    1. If Yes Proceed to Proceed to How to perform a gift card transaction.
    2. If No
      1. Have a manager with access to menu editing
      2. Have then go to Menu Item
        1. If this option is grayed out and there are no other employees able to set this up.
        2. Follow Escalation procedures for contact.
      3. Have the manager find a menu they wish to put the item in.
      4. Have them add a new item (refer to Gift card creation)
        1. Name: Gift Card
        2. Have them set up a price or "Ask price when order"
        3. Click on the Info Tab at the top and choose
        4. EZ Dine Gift Card 
        5. Click Save


- Gift Card Creation


How to perform a gift card transaction. 

  1. Have an employee log in to the POS and open the transaction needing to have a gift card performed. (refer to Gift card sale)
  2. Have the employee choose the Gift Card item from the menu.
    1. If they are asked for a manager number, They will need to reach out to the restaurant management.  This will be due to the owner or manager not providing the employee with permission to use Gift Card POS.
  3. Have the employee enter the amount for the gift card.
    1. If they had set a preset amount prior then this prompt will not appear.
  4. They will now see a screen for searching the card.
    1. They will be able to scan the card if it is programmed to work with a barcode scanner.
    2. If they have a magnetic stripe reader, they can swap the card on it to read the number.
    3. They can click on manual search and type in the card number
  5. The Screen will update to show the card will be ready for activation or if there is a previous balance.
  6. Click continue to add this to the check.
  7. Click Send to confirm the item.
  8. Obtain payment and finalize the ticket.

-Gift Card sale


Gift Card Note:
Until the ticket is finalized, there will be no funds added to the card as payment was never received.
Transactions involving Gift cards are non-refundable and cannot be rebuilt.  A Refund or credit will need to be issued by the restaurant outside of this transaction.


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I need to refund a credit card transaction | How to I issue a credit

  1. Determine if the customer is present the restaurant has the credit card number and expiration date.
    1. If No, have the restaurant reach out to the customer or their credit card processor for the information.
    2. If Yes, Proceed to step 2
  2. Have a manager log in with their access code into the Admin
  3. Have them click on Misc Credit Card Ops.
    1. Easy way to locate this is to look in the bottom row middle for Print Delayed order, the button will be directly above it
  4. Have the employee click on Issue Credit.
  5. Have the employee enter the refund amount and click okay.
    1. If the customer is present, Have them use their credit card on the credit card device.
    2. If the Customer is not present and the location has the card information
      1. Legacy Credit card system: Have the caller click Manual entry and fill in the customer information and click process.
      2. Modern EMV Terminals: Have the customer manually enter the card information on the EMV terminal and press the green button through each prompt.  
        1. Generally all that needs entered is Credit Card number, Expiration Date.
        2. On occasion a reason will be needed as well and the location just needs to choose what best applies.
        3. All other prompts can be left blank and green button pressed through.
  6. Once the refund runs through, the restaurant will get a receipt to confirm the refund has been processed. The customer will get the refund in the usual 3-5 business day window from credit card to bank.


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Unable to Log into Credit Card Utilities | I need to reset my strong password

  1. Determine if the account is locked
    1. If Yes, Customer will have to wait until the lock clears to try agian.
    2. If no, Proceed to Step 2
  2. Have  manager log in with the access code into the Amin 
  3. Have them click on Employees Setup
  4. If prompted to display account numbers.
    1. Choose no to not display. All Employee access codes will show up as ****
    2. Only Choose yes if making a new account or trying to confirm a number.
  5. Locate the Account needing the password set.
  6. Click on Set/Change in the Strong Password section.
  7. Set the new password
    1. Password Requirements
      1. Minimum 7 characters
      2. Has letters and numbers
      3. Cannot be a previously used password
    2. There will be markings to show if you can use that password
      1. X - fail
      2. OK - Accepted
  8. If all the requirements are met then the continue button will appear to click
  9. Click Save Changes to complete the reset.



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Additional Resources and Help!

Still have questions? Please contact us any time at support@ezsoftpos.com.


NOTE: If emailing, please include your business name in the subject line of the email

and provide your preferred contact information for the best response time.


Visit our help center Help Center for more guides and tutorials