If your printer isn’t working or auto-printing isn’t functioning, follow this guide to resolve issues quickly and efficiently.

Make sure you're using the most updated version of the klikit app!

My printer is not working, what do I do?

• Make sure the printer is turned on.
  1. Verify the power light is on.
  2. Refill the paper roll if it's empty.
  3. Red lines on the receipt indicate the paper roll is running low.
• Check the paper roll.
  1. Refill the paper roll if it's empty.
  2. Red lines on the receipt indicate the paper roll is running low.
• Restart your device.
  1. Restart the klikit app and reconnect your printer.
• Use the most updated version of the klikit app.

Troubleshooting Printing Issues for iMin and Sunmi Devices

If you are experiencing issues with customer or kitchen receipts not printing on an iMin or Sunmi device, please follow these steps:

1. Verify Device Settings: Navigate to your app's Device settings and confirm that the correct device type (iMin or Sunmi) is selected. The device may have been set to “Android” by default.
2. Reconnect the Printer: After updating the device setting, reconnect your inner printer to ensure the changes take effect.
3. Test Print: Try printing an order again to verify the issue is resolved.

Common Printer or Docket Issues

1. Why is the printer not printing the docket?

1. Ensure your device is within 15–20 feet of the printer.
2. Check for interruptions that may be caused by other Bluetooth devices that are turned on.
3. Clear the printer’s connection history with other apps.

2. Why is auto-printing not working?

Auto-printing is a feature where docket receipts will automatically print when their order statuses are moved to “Accepted” or “Ready.”

1. Test Manual Printing: Select an order and try printing it.
2. If Manual Printing Works: Contact Support with:
   1. Affected order numbers
   2. Approximate time the issue began
3. If Manual Printing Fails: Restart and reconnect your printer.

3. Why is the USB Printer not being detected?

1. Update your klikit app to the latest version.
2. Restart the klikit app after updating.
3. The “USB Devices” pop-up should now appear.

4. Why is my Bluetooth Printer not connecting?

1. Update your klikit app to the latest version.
2. In the klikit app, navigate to the Locations tab and confirm the printer type is set to “Bluetooth.”
3. Restart the printer.
4. Unpair and pair the printer again in your device settings.

5. When will my order invoice print?

1. If your ‘Auto-Accept Orders’ feature is enabled, the invoice will be printed when the order is received on the klikit app.
2. If your ‘Auto-Accept Orders’ feature is disabled (i.e. you accept orders manually), the invoice will be printed once you accept the order.

6. Why are there red lines being printed out on my invoice?

1. When you start to see red lines on your receipt, this indicates you are running low on paper and need to refill!

7. Why is the printer printing random characters?

This typically happens when the printer is not ready for use or has been used for too long. You can troubleshoot this by:

1. Restart the printer or turn it off for 2–5 minutes to cool down.
2. Reconnect the printer by following these steps.

8. Why are the order details empty/ not appearing on the docket?

This typically happens when there are discrepancies between the menu data in the food-delivery apps (e.g., GrabFood, Uber Eats) and klikit. This may occur after menu edits or out-of-stock (OOS) item updates. You can troubleshoot this by:

1. Ensure the menu in klikit matches the provider’s menu.
2. Follow these steps to resolve discrepancies.

9. Why is the price not appearing on the docket?

This is almost always the printer profile, not the paper. A profile set up as a kitchen docket prints items only — no prices — because the kitchen does not need them. If prices are missing from every docket on one printer, check that printer's profile first.

1. Go to Settings → Printer Profiles and open the profile for the printer in question.
2. If it is configured as a kitchen/item-only docket, switch it to the full receipt profile (or print the receipt from your front-counter printer instead).
3. Place a test order to confirm prices now appear.

Paper size and font size are not the cause. A paper-size mismatch shows up as wrapped, truncated or misaligned text across the whole docket — not as prices alone going missing. If the layout is scrambled as well, correct the paper size in Printer Settings too.

10. Why can't I see the Device tab?

The Device tab shows your connected printers and devices, and access to it depends on your user role.

1. Business Owner, Brand Manager and Branch Manager can see the Device tab.
2. Area Manager, Staff and Cashier cannot.

If the tab is missing, your role does not have device management permission. Ask your Business Owner or Branch Manager to assign you a role that does — see How do I create users for my team? for what each role can do and who can change them.

Bluetooth printer is paired but still not printing: full sequence

If your Bluetooth printer is already paired with your device but no docket comes out, work through these steps in order.

1. Update and reset the app

1. Update your klikit app to the latest version.
2. Go to your device's App Settings, find the klikit app, and tap Clear Cache then Clear Data. This step is mandatory.
3. Log back into the klikit app.

2. Re-pair the printer

1. Restart the printer.
2. Unpair and pair the printer again in your device settings.

3. Check the printer profile settings

1. In the klikit app, navigate to the Locations tab and confirm the printer type is set to “Bluetooth.”
2. For docket (receipt) printing, go to Printer Settings (or in the web app, go to Locations), select the printer type as Docket, and choose the correct paper roll size (58mm or 80mm).
3. If you expect dockets to print by themselves, note that you can enable or disable auto-printing per printer profile using the Auto Print toggle in Printer Settings.
4. For iMin and Sunmi devices, only the first (default) printer profile is supported.

4. Reconnect the printer in the app

Go to Account > Printer Settings, tap Show Devices, select your printer, and confirm the status changes to Connected (highlighted in green).

5. Run a test print

1. Go to the "Add Order" feature.
2. Create a test order.
3. Accept the order by clicking on the "☑️" button.
4. Wait for the docket to come out from the printer.
5. You can select the "🚫" button to cancel the order in order for it not to be part of your data.

You can also go to Past Orders on the klikit dashboard, select the date of the order, and tap the printer icon next to the order number to print that order's docket.

6. If it still does not print, check the environment

1. Ensure your device is within 15–20 feet of the printer.
2. Check for interruptions that may be caused by other Bluetooth devices that are turned on.
3. Clear the printer’s connection history with other apps.
4. Verify the power light is on and refill the paper roll if it's empty.

If the issue persists, contact support and attach a video of the issue.

Common questions

Ini saya udah coba coba. 1 x orderan ter print 4x, kenapa ya?

Start by checking your printer profile settings: auto-printing can be enabled or disabled per printer profile using the Auto Print toggle in Printer Settings, so review the toggle on each profile. If you are on an iMin or Sunmi device, note that only the first (default) printer profile is supported. If the issue persists, contact Support with the affected order numbers and the approximate time the issue began, and attach a video of the issue.

Kenapa satu order dockernya keluar berkali-kali (dobel/berulang) padahal cuma 1 orderan?

Auto-printing is the feature where docket receipts automatically print when order statuses are moved to “Accepted” or “Ready.” Check the printer profile settings in Printer Settings, where auto-printing can be enabled or disabled per printer profile using the Auto Print toggle, and confirm the printer type and paper roll size (58mm or 80mm) are set correctly for Docket printing. If it still happens, contact support and attach a video of the issue.

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Cara merubah ukuran teks sistem klikit? / Can I change the text size?

Text size can be changed for dockets only, using the font size setting in Printer Settings. There is no setting for the text size of the klikit apps or dashboards themselves.