Q1: I have a new employee starting soon. How do I get an RMH login for her?

RMH users can only be created by IT staff. Please create a request in Jira (SARF). To request a new user, please provide the following information:

1. Store Name

2. Employee Name

3. Employee Code (last 4 characters of Paycom Code)

4. Employee Role (Cashier or Manager)

Q2: I am going to work at a different store for a little while. Will my RMH login at one store work at another store?

In general, no. Each store has their own set of users. Just because you are a user at the Arnold store does not mean you can use the POS equipment at the Harvester store. In order to work at another store, you must request RMH credentials for the new store.

Note: there are some exceptions to this rule (like DMs and Administrators). Those accounts have been created in RMH Central so they are available at all the stores.

Q3: I have an employee who forgot her RMH password. How can I reset it?

Please create a request in Jira to reset the password. Please include the following information:

1. Store Name

2. Employee Name

3. Employee Code

The password will be reset to the default one. Please make sure the end user changes the password once they log in.

Q4: A customer used a prepaid credit card in a transaction. The balance of the prepaid card could not cover the entire transaction value so Sound Payments took a partial payment (Approved Lesser Amount). Now, when I try to add the remaining balance to another credit card, it won’t let me. The box turns red every time I enter the balance. What can I do to complete the sale?

This is a known bug in RMH POS. For some reason, when you enter the remaining balance into the credit card field, it thinks you are over-tendering (giving more money than the value of the transaction). The only tender type that is allowed to over-tender is Cash.

So, enter a lesser amount into the credit card field and the remaining balance into the Cash field. For example, if the remaining amount is $5.60, enter $5.50 into Credit Card and $0.10 into Cash. This is trial and error process. Sometimes it will accept $5.59 Credit Card and $0.01 Cash. Other times, it will require $5.30 Credit card and $0.30 Cash. Note: the total just has to add up to the balance.

Tell the customer it’s their lucky day and they’re getting a small discount.

Q5: A customer wants to use multiple credit cards to pay for a transaction. When I enter the second amount into the credit card field, it turns red. What’s going on? How do I take multiple credit card payments?

This is the same bug as seen in the question above. For some reason, RMH POS thinks you are over-tendering on the second credit card. You must enter a slightly lesser amount in the second Credit Card field and the remaining balance in the Cash field. Review the answer from the previous question.

Q6: I’m trying to ring up an employee and I cannot find them in the system. How can I give them the employee discount?

First, only managers can give employee discounts. Cashiers can do the lookup and select an employee customer, but a manager must scan the items to receive a discount.

The proper way to lookup an employee is to type in their first name or last name (NOT BOTH). Then click the binoculars icon. This will look in the local store database for the employee.

If the employee is not found, click the Lookup Online button (at the bottom right of the window). This will look in the HQ database for the employee.

If the employee is still not there, repeat the lookup process using the name N101. This user represents a generic employee that is so new, we haven’t entered them into the system.

If none of these lookup mechanisms work, contact the IT Help Desk.

Q7: I made a bad cash drop. I entered $2000.00 instead of $200.00. How do I fix it?

In addition to a cash drop, there is a cash add. When you put money into the cash drawer, you perform a cash add. The only difference between a cash add and a cash drop is that you enter a NEGATIVE amount of money. Note: you only enter the negative amount in the cash drop field, when it moves to the tender screen, you always enter positive amounts.

In this case, perform a cash drop for -1,800.00. In the tender screen, enter 1,800.00 in the Cash field. This will update the $2000.00 cash drop into a $200.00 cash drop.

Q8: I entered a $200.00 cash drop twice by accident, but I only took out the $200.00 once. How do I fix it?

You fix it with a cash add. See the steps above in Question #7.

In this case, perform a cash drop for -200.00. In the tender screen, enter 200.00 in the Cash field. This will remove the extra cash drop.

Q9: I took $30 out of the cash drawer and did a Payout. Now, I’ve returned with change of $2.80. How do I tell RMH POS that I’m putting the change into the cash drawer?

In addition to a Pay-out, there is a Pay-in. When you put change from a pay-out back into a drawer, you perform a pay-in. The only difference between a pay-in and a pay-out is that you enter a NEGATIVE amount of money. Note: you only enter the negative amount in the pay-out field, when it moves to the tender screen, you always enter positive amounts.

In this case, perform a pay-out for -2.80. In the tender screen, enter 2.80 in the Cash field. This will record the change from the pay-out.

Q10: A cashier locked the POS station and left for the day. How can I unlock it?

Normally, to unlock the POS station, the user who locked it needs to type in their password. However, there is an override code to unlock the POS station. Contact the store manager or Foresight Automation for the override code.

Q11: A transaction was tendered using the wrong tender type (cash instead of credit card). How can I re-tender the transaction using the right tender type?

Unfortunately, you cannot change the tender type once the transaction is completed. You must re-scan all the items and select the right tender type. Also, you must get a manager to perform a return on the original transaction (with the wrong tender type).

For future reference, cashiers should wait until they receive the cash, count it, then enter the amount. Performing work fast is important, but performing work accurately is more important.

Q12: The RMH POS window start position is messed up so I cannot see the application window or RMH POS has an error message about the screen resolution being null. How do I correct this?

RMH POS stores its preferences in the file C:\ProgramData\RetailHero\RetailHero.preferences. If that file is messed up, it’s best to remove it and re-launch RMH POS. Then, a new file will be generated with the default preferences.