Cash drawer does not open
Checks when the cash drawer stays closed after a sale.
Reviewed 06 Nov 2026
Try these steps
- 1 Make sure the drawer is not locked with its key (key in the "open/unlocked" position).
- 2 Most drawers open through the receipt printer: check the small cable between the drawer and the receipt printer is plugged in.
- 3 Check the receipt printer is on and has paper — if the printer has an error, the drawer usually will not open.
- 4 Use the POS "open drawer / no sale" function if your role allows it.
- 5 If you must open it in an emergency, use the drawer key as your manager has instructed and record the reason.
Before you start
Work through the steps in order and stop as soon as the problem is fixed. Never share passwords or verification codes with anyone.
When to contact support
If the drawer still does not open with the printer working, open a ticket and mention the terminal number.
Still not working?
Never share passwords or codes with anyone. Our team can take it from here.