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Why is my container not prompting consistently?
Troubleshooting steps for containers that don't reliably trigger the item selection prompt at the kiosk.
This article covers troubleshooting steps for containers that are not consistently triggering the item selection prompt at the kiosk. For initial setup help, see How to Set Up a Container.
🔍 Why This Happens
Inconsistent container prompts are almost always caused by packaging variation — customers filling, folding, or closing the container differently each time. These variations change how the container looks from above, which can interfere with the kiosk's ability to recognize it and trigger the prompt.
Other possible causes:
- Not enough poses added to the container
- Poses were added to an individual item instead of the container itself
- New packaging introduced that wasn't included in the original poses
🛠️ Steps to Fix
Step 1. Identify the Packaging Variation
Observe how customers are packaging the item and note any differences from how it was originally posed — overfilled, folded differently, lid partially open, etc.
Step 2. Enter Manage Mode
On the kiosk, log into Manage Mode using your manager credentials. Need a refresher? See How do I access kiosk manage mode?.
Step 3. Navigate to Items
From the Manage Mode main menu, tap Items.
Step 4. Search for the Container
Type the container's name into the search bar and tap on it to open the posing page.
Do not scan a barcode or search for individual items that belong to the container. Always select the container item itself. Posing individual items will cause additional recognition issues.
Step 5. Add 10–20 More Poses
Add 10–20 additional poses of the container, specifically showcasing the packaging variations you observed in Step 1 — different fill levels, lid positions, orientations, etc.
For a full walkthrough of the posing flow, see How to Add Poses to a Container.
Step 6. Test Recognition
- Back out of the posing page and exit Manage Mode
- Press Sync DB in Manage Mode and wait about one minute
- Place the container on the kiosk base and verify the prompt appears consistently
If the issue persists after adding poses, contact Mashgin Support. Persistent recognition issues may require additional steps.
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Need help? Contact support at 📧 help@mashgin.com or call (855) 475-0889