Pedestal

Installation & support

Set up Pedestal with confidence

Pedestal is designed for fast deployment. Prepare your information, connect supported hardware, complete guided testing, and train your team using a clear step-by-step process. Payment terminals still require processor, gateway, and Pedestal involvement before live card acceptance.

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Self-installation

A largely self-guided installation

Merchants can complete much of the preparation and device setup with Pedestal guidance. Launch timing still depends on payment approval, data quality, hardware readiness, networking, and your team’s availability.

1

Prepare business information

Gather the details Pedestal needs to create your merchant environment and configure taxes, receipts, and staff.

  • Legal business name

  • Public / DBA business name

  • Business address

  • Phone number

  • Business type (retail, grocery, QSR, table service)

  • Location list and operating hours

  • Sales-tax rates and service-charge rules

  • Receipt header / footer information

  • Employee names, roles, and manager contacts

  • Menu or product data (see step 2)

  • Existing gift-card or customer exports for migration

  • Payment-processing approval and gateway information

    Terminals cannot accept live cards until processor approval, gateway credentials, and terminal provisioning are complete.

2

Prepare menu or product data

Clean catalogs dramatically reduce deployment time. Pedestal can import usable item, barcode, and pricing data when the file is complete.

  • Restaurants: spreadsheet, prior POS export, digital menu, modifiers, pricing, taxes, categories, kitchen routing

  • Retailers: item name, SKU, barcode, price, cost, category, subcategory, tax status, quantity, vendor (where supported)

  • Incomplete barcodes, duplicate SKUs, and missing tax flags are the most common causes of delayed launches.
3

Confirm hardware

Match each station to compatible devices before you buy or relocate equipment.

Open related guide →

  • POS device (iPad, Android tablet, or desktop browser)

  • Payment terminal (Dejavoo SPIn — model confirmed with Pedestal)

  • Receipt printer

  • Kitchen printer (available when table service or QSR routing is enabled)

  • Barcode scanner

  • Label printer (when shelf or product labels are used)

  • Cash drawer (printer-attached)

  • Scale / serial-to-LAN converter (grocery sites with scale configuration)

  • Business router and network equipment

4

Prepare the network

Stationary equipment should live on a reliable business LAN — not guest Wi-Fi.

  • Connect printers, terminals, and serial servers by Ethernet when possible

  • Confirm Wi-Fi coverage where tablets operate

  • Keep POS devices on the correct business network / VLAN

  • Reserve addresses for printers, terminals, serial-to-LAN converters, and Device Hub hosts

  • Test internet stability during peak hours

  • Prepare a backup connection for card acceptance

  • Avoid guest Wi-Fi and client isolation for POS equipment

5

Access the merchant site

Each merchant receives a dedicated address such as businessname.pedestalpos.com.

  • Confirm your merchant subdomain with Pedestal or your dealer

  • Sign in only with assigned owner / employee credentials

  • Provision each register as its own station — do not share devices across roles

  • Assign permissions by role before training day

  • Example only: businessname.pedestalpos.com — your real subdomain is assigned during boarding.
  • Never share a single login across the entire staff; reporting and permissions depend on individual accounts.
6

Connect and test hardware

Add devices in Devices & Hardware, then run the guided tests below.

Open related guide →

  • Receipt printer test page

  • Kitchen printer routing test

  • Payment terminal approval and decline tests

  • Barcode scan into an open sale

  • Customer-facing display pairing (when a display is used)

  • Label print sample (when label printing is used)

  • Scale weight capture (grocery sites with scale configuration)

7

Validate the configuration

Run a pre-launch checklist covering login, catalog, taxes, print, and payments.

Open related guide →

  • Employee login

  • Clock in and out

  • Product or menu lookup

  • Barcode scan

  • Modifiers (restaurants)

  • Taxes

  • Discounts

  • Receipt printing

  • Kitchen routing

  • Payment approval

  • Payment decline handling

  • Void

  • Refund

  • Tip (when tipping is enabled)

  • Signature (when signature capture is enabled)

  • End-of-day reporting

  • Offline / reconnect checks (non-card work only, where applicable)

8

Train the team

Walk each role through the tasks they will perform on day one.

Open related guide →

  • Cashier / counter training

  • Server training (available when table service is enabled)

  • Manager overrides, voids, and reports

  • Administrator catalog and settings ownership

9

Go-live checklist

Do not open for live traffic until processing, hardware, and staff readiness are confirmed.

Open related guide →

  • Processing account approved

  • Gateway credentials and terminal provisioning complete

  • Payment terminal tested

  • Merchant data reviewed

  • Taxes validated

  • Printers tested

  • Staff trained

  • Manager identified for launch day

  • Backup internet prepared

  • Support contact available

  • Test sale completed

  • Test refund or void completed

  • End-of-day procedure reviewed

  • Launch timing depends on payment-account approval, data quality, hardware readiness, networking, and merchant availability — Pedestal does not guarantee a fixed go-live clock.

Devices

Connect and test hardware

Expand a device guide for before-you-begin checks, connection steps, test procedures, and common problems. Do not invent ports or settings beyond what Pedestal documents for your site.

Receipt printer

Before you begin

  1. Printer is powered on and connected to the business LAN.
  2. You know the printer’s IP address (DHCP reservation recommended).
  3. You can sign in to the back office as an owner or admin.

Connection steps

  1. Open Devices & Hardware for the location.
  2. Add a receipt printer and select the matching Epson / ESC/POS profile.
  3. Enter the printer IP and save.
  4. Assign the printer to the POS station that should use it.

Test procedure

  1. Open the POS station and start a small cash test sale.
  2. Complete the sale and choose print receipt.

Expected result

A readable receipt prints with business header, items, tender, and totals.

Common problems

  • Printer shows offline: Confirm the POS device and printer share a non-guest network, ping the IP from a LAN computer, and verify the port (ePOS 8008/8043 or TCP 9100).
  • Receipt does not print: Confirm the station assignment, paper/cover status, and that the sale path requested a receipt.
Contact support →

Kitchen printer

Before you begin

  1. Kitchen printer is on Ethernet in the kitchen VLAN/LAN.
  2. Menu items that should print are identified.

Connection steps

  1. Add the kitchen printer in Devices & Hardware.
  2. Configure routing so QSR/table send actions target the kitchen printer.
  3. Send a test item from a training order.

Test procedure

  1. Build an order with a routed item.
  2. Use Send (QSR) or send-to-kitchen (available when table service is enabled) and confirm the ticket.

Expected result

Kitchen ticket prints with item names, modifiers, and send metadata.

Common problems

  • Front receipt prints but kitchen does not: Check product/station routing rules and that the kitchen printer profile is active.
Contact support →

Payment terminal (Dejavoo SPIn)

Before you begin

  1. Processor approval and gateway credentials are complete.
  2. Pedestal has completed gateway credentials and terminal provisioning for the site.
  3. Terminal is on the business network with a stable path to the processor.

Connection steps

  1. Confirm Dejavoo settings under location payment setup with Pedestal guidance.
  2. Pair or assign the terminal to the station.
  3. From POS, open Accept Payment and run a low-value test sale.

Test procedure

  1. Run an approval with a test or low-value card.
  2. Run a decline scenario if your processor provides one.
  3. Practice void/refund with manager credentials.

Expected result

Approved sales return an auth response on the POS; declines show an actionable error without leaving the ticket in an unknown state.

Common problems

  • Terminal unavailable: Verify the network path, SPIn Cloud connectivity, and that gateway credentials and terminal provisioning are in place, and that Local-mode devices share a LAN with the station or Device Hub.
  • Sale stuck on waiting: Use the POS status/check-terminal tools, confirm the pad is not mid-prompt, and contact support with the station name and exact message.
Contact support →

Barcode scanner

Before you begin

  1. Scanner is in keyboard-wedge (HID) mode unless you are on a serial-to-LAN converter path.
  2. Products have barcodes loaded in the catalog.

Connection steps

  1. Pair Bluetooth scanners to the tablet, or plug USB scanners into a desktop station.
  2. Set the scanner suffix to Enter.
  3. Focus the POS sell screen and scan a known barcode.

Test procedure

  1. Scan several in-catalog barcodes and one unknown barcode.

Expected result

Known items add to the ticket; unknown codes show a not-found message.

Common problems

  • Barcode will not scan: Confirm HID mode, Enter suffix, and that the POS sell field is focused. On iPad use Bluetooth HID, not USB.
Contact support →

Customer-facing display

Before you begin

  1. A spare tablet or screen is available on the business network.
  2. You have a display provisioning code from Devices & Hardware.

Connection steps

  1. Open the provisioned display URL on the customer-facing device.
  2. Complete pairing, then keep the display app in the foreground.

Test procedure

  1. Add items on the POS and confirm totals update on the display.
  2. When tips/signatures are enabled, walk through a card payment prompt.

Expected result

Display mirrors the open ticket and completes tip/signature prompts when configured.

Common problems

  • Display disconnected: Refresh the display URL, confirm internet/cloud connectivity, and re-pair from Devices & Hardware if the token was rotated.
Contact support →

Label printer

Before you begin

  1. ZPL-capable network printer is on the LAN with a known IP.
  2. Label size/DPI matches the templates Pedestal configured for the site.

Connection steps

  1. Add the label printer in Devices & Hardware / label settings.
  2. Queue a sample product label from the back office.

Test procedure

  1. Print one shelf label and verify barcode readability with a scanner.

Expected result

Label prints aligned and scans back to the correct product.

Common problems

  • Misaligned labels: Confirm media size, DPI (commonly 203), and calibrated stock in the printer menu.
Contact support →

Scale (Avery / serial-to-LAN converter)

Before you begin

  1. The site is a grocery configuration with weighable products and scale hardware enabled.
  2. Serial-to-LAN converter and Device Hub host are on the LAN with static IPs.

Connection steps

  1. Connect the scale to the converter scale port (typically TCP 10002).
  2. Start Device Hub on the LAN computer if required for the station path.
  3. Enable weighable products in the catalog.

Test procedure

  1. Place a known weight on the scale and add a weighable item on POS.

Expected result

POS captures a plausible weight and calculates the extended price.

Common problems

  • No weight received: Verify serial-to-LAN converter cabling/ports, Device Hub relay status, and that the scale output matches the expected parser — contact support with a sample payload if needed.
Contact support →

Pre-launch

Validate before you open

Use the Step 7 checklist above, then confirm role-based training and the final go-live list. Tip, signature, offline, and scale tests apply only when those capabilities are enabled for your site.

Network reminder

Keep registers, printers, and terminals on the business LAN. Avoid guest Wi-Fi. Reserve static IPs where required. Prepare backup internet for card acceptance.

Networking guidance →

Merchant URL

Each merchant receives a dedicated address such as businessname.pedestalpos.com. Authorized users sign in with assigned credentials. Do not share logins across employees.

Training

Train the team by role

Walk each role through day-one tasks. Open a full how-to guide for step-by-step POS training. Server steps apply only when table service is enabled for the location.

Cashier training

Ring sales, scan items, take payments, and print receipts on a Pedestal POS station.

  • Get started
  • Build the ticket
  • Take payment
  • Close out and recover
Open cashier training →

Server training

Open tables, send kitchen items, split checks, take tips, and close tables when table service is enabled.

Only train these steps when table service is enabled for the location.

  • Start your shift
  • Open and build the check
  • Payment and tips
  • Wrap up
Open server training →

Manager training

Approve overrides, oversee devices, recover orders, run reports, close the day, and resolve settlement exceptions.

  • Authorizations
  • Operations
  • Close and reconcile
Open manager training →

Administrator training

Own catalog, menu, pricing, taxes, vendors, inventory, employees, devices, payments, online ordering, reports, and multi-location setup.

  • Catalog and pricing
  • Inventory and vendors
  • People
  • Devices and payments
  • Storefront, reporting, and rollout
Open administrator training →

Kitchen display training

Provision the KDS, work ticket states, bump and recall, and recover when a display or printer fails.

  • Set up the KDS
  • Run tickets
  • Recover
Open kitchen display training →

Inventory training

Count, receive, record damage, transfer stock, run purchase orders, print labels, and filter the catalog.

  • Stock movements
  • Purchasing and labels
  • Find items
Open inventory training →

Online fulfillment training

Work the online orders inbox from accept through complete, confirm payment, and communicate with customers.

  • Manage the queue
  • Fulfill
  • Money and the customer
Open online fulfillment training →
View all training guides

Go-live

Final launch checklist

Do not take live card traffic until processing, gateway, terminal, printers, and staff readiness are confirmed.

  • Processing account approved

  • Gateway credentials and terminal provisioning complete

  • Payment terminal tested

  • Merchant data reviewed

  • Taxes validated

  • Printers tested

  • Staff trained

  • Manager identified for launch day

  • Backup internet prepared

  • Support contact available

  • Test sale completed

  • Test refund or void completed

  • End-of-day procedure reviewed

Troubleshooting

Common issues

Advice grounded in how Pedestal stations, printers, and Dejavoo payments actually behave.

Access

Cannot sign in

Invite, password, and role issues that block back-office or POS access.

  1. Confirm you are on your merchant URL (example: businessname.pedestalpos.com), not a different portal.
  2. Use the email or username you were invited with.
  3. Reset password only through the approved invite / reset flow — do not share credentials.
  4. If login succeeds but pages deny access, ask an owner to review your role under Team.

Stations

Device is not provisioned

Registers must be bound with an install/provision code before selling.

  1. From Devices & Hardware, create or open the station and generate a fresh install code.
  2. On the device, open the POS provision screen and enter the code.
  3. Wait for catalog download to finish before taking live sales.
  4. If the device was previously bound elsewhere, ask a manager/support user to reset the station lock first.

Printing

Printer is offline

Network path or assignment problems usually cause offline printers.

  1. Confirm power, paper, and cover status.
  2. Verify the printer IP and that the POS is not on guest Wi-Fi.
  3. Re-save the printer in Devices & Hardware and reprint a test ticket.
Related reference →

Printing

Receipt does not print

Station assignment and sale print flags matter as much as connectivity.

  1. Confirm the receipt printer is assigned to the active station.
  2. Complete a cash test sale and explicitly request a receipt.
  3. If kitchen tickets print but receipts do not, check which printer profile is marked for receipts.

Payments

Payment terminal is unavailable

Dejavoo SPIn requires processor provisioning and a healthy network path.

  1. Confirm processing is approved and that gateway credentials and terminal provisioning were completed with Pedestal.
  2. Check terminal online status and network path (Cloud vs Local).
  3. Retry from Accept Payment; if status is unknown, use check-status tools before sending a duplicate sale.
Related reference →

Scanning

Barcode will not scan

HID mode and catalog data are the usual fixes.

  1. Ensure the scanner is in keyboard-wedge mode with an Enter suffix.
  2. Focus the POS sell screen before scanning.
  3. Verify the barcode exists on the product in the back office.

Displays

Customer-facing display is disconnected

Re-pair the display if the install token was rotated.

  1. Confirm the display device has internet access.
  2. Reload the display URL and complete pairing again if prompted.
  3. Keep the display app in the foreground during service.

Catalog

Product or menu changes are not visible

Stations sync from the cloud after edits — allow time or refresh.

  1. Confirm the product is active and assigned to the correct location.
  2. On POS, wait for sync or relaunch the station after large imports.
  3. For online ordering, confirm items are marked visible on the storefront.

Network

Internet connection is unavailable

Card acceptance requires connectivity; some non-card work may continue on provisioned stations.

  1. Check modem/router status and failover to backup internet if available.
  2. Keep taking cash-only sales only when your offline configuration allows it.
  3. Do not attempt offline card approvals — they are not supported.

Network

Offline mode and reconnection

Provisioned stations can queue eligible local work, then sync when online.

  1. Restore internet, then keep the station open until sync finishes.
  2. Review any failed outbox items before closing the shift.
  3. Initial provisioning and employee credential changes still require internet.

Catalog

Incorrect tax or price

Fix the catalog/tax configuration rather than adjusting every ticket manually.

  1. Verify product price and tax flags in the back office.
  2. Confirm location tax rates under Settings → Taxes.
  3. Re-test on POS after sync.

Access

Employee permissions

Voids, refunds, and settings are role-gated on purpose.

  1. Have an owner review Team roles and POS permissions.
  2. Managers should use their own login for overrides — do not share PINs.

Catalog

Sync delays

Large imports and first-time station downloads take longer.

  1. Allow catalog download to finish during provisioning.
  2. Avoid powering off mid-sync.
  3. If changes never appear, contact support with the station name and approximate edit time.

Help center

Detailed how-to articles

Deeper self-boarding guides for products, devices, payments, inventory, and more.

Getting Started

Welcome, self-boarding checklist, locations, hours, and users.

Business Setup

Taxes, business modules, and the Settings hub.

Products & Menus

Products, categories, menu items, and modifiers.

POS Devices

Install the POS app, add stations, and pair displays.

POS Operations

Cashier workflows: sending, holds, discounts, split checks, returns, refunds, voids, and receipts.

Quick Service

Counter-service ordering, pay flow, and order recall.

Table Service

Table map, seats, courses, split checks, bar tabs, and the host stand.

Customer Display

Provision the customer-facing display, tips, signature, and dual pricing.

Kitchen Display

Provision kitchen displays, route items, and run the ticket board.

Manager App

The tablet Manager app: approvals, 86, shifts, labels, and floor tools.

Payments

Dejavoo card processing, tenders, tips, refunds, and voids.

End of Day

Close the business day: readiness, settlement, tip approvals, and summary.

Reports

Back-office reports, POS station reports, and shift reports.

Gift Cards

Enable, sell, redeem, and check gift card balances.

Loyalty

Loyalty program setup, earning, and redeeming rewards.

Customers & House Accounts

Customer profiles, house accounts (AR), payments, and statements.

Online Ordering

Enable a pickup storefront and manage online orders.

Inventory

Receiving, damage, transfers, and stock counts.

Purchase Orders

Create and receive purchase orders and print labels.

Printers & Labels

Receipt, kitchen, and label printers, plus label reprints.

Backup & Storage

Station backups, local storage, and data retention.

Administration

Roles and permissions, module settings, overrides, and the developer API.

Troubleshooting

General checklists and how to reach Pedestal support.

Contact

Contact and escalation

Email support@pedestalpos.com. Include enough detail for us to reproduce the issue — we do not publish phone SLAs or invented response-time guarantees here.

What to include

  • Business name
  • Location
  • Station name
  • Device type (iPad, Android, desktop)
  • Browser or app version
  • Hardware model
  • Exact error message
  • What you were doing when the issue occurred
  • Screenshot or video, when possible
  • Whether other stations are affected

Prefer email? support@pedestalpos.com

Contact Support

Need a hand? Submit a support request below and our team will follow up with you by email. Please include as much detail as you can so we can help quickly.

Need a recommended hardware list?

Review compatible devices, then request a demo if you want Pedestal to walk through your site plan.

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