What are the basics of using and troubleshooting a kiosk?

This guide covers the basics of using a Mashgin kiosk — the different ways customers can check out, the most common mistakes to watch for, and quick troubleshooting for the messages you'll see most often at checkout.

The kiosk recognizes items in several ways:

Stacking items

Customers may stack items on the base thinking the kiosk weighs them, but the kiosk needs to fully see each item to recognize it. Have customers unstack items and place them well separated on the base.

Placing personal items on the base

Wallets, keys, and phones placed on the base will cause the kiosk to try to recognize them. Remind customers to set personal belongings off to the side, not on the base.

Removing an item before payment

If a customer pulls an item off the base before paying, the kiosk removes it from the cart. Remind customers not to remove items until payment is complete and the kiosk prompts them to.

Placing oversized items first

Place all smaller items on the base before adding a large item. If an oversized item is too big to recognize, have the customer scan its barcode and set it off to the side.

Placing items too close together

Items crowded together are harder for the kiosk to recognize individually. Have customers space items out on the base.

Removing the card too quickly

Pulling the card from the reader too soon cancels the transaction. Remind customers to follow the on-screen card reader instructions.

Invalid Code Scanned

If an item is recognized visually but not when its barcode is scanned, the item may have the wrong barcode format in the Creator menu. See What does the invalid code scanned alert mean?

ArUco Code (Dotcode) Not Recognized

If a dotcode item isn't recognized on the base, the item isn't configured correctly in Creator. See What can I do to troubleshoot dotcode labels (ArUco codes)?

"What's This?"

If the kiosk shows What's This? when an item is placed, that item likely doesn't exist in the Creator menu yet or needs poses.

"Please See Cashier"

If an item shows Please See Cashier, it may be inactive or tagged with see-cashier, which blocks it from being purchased. See How to Set an Item as Active / Inactive to reactivate the item, or How to use functional tags for see-cashier tagging.

Incorrect Pricing

If an item shows the wrong price at checkout, update the item's price in the Creator menu.

Unable to Add Item

If "Item creation from kiosk is disabled for this client" appears in Manager Mode, the location has a menu integration in place — items can't be added from the kiosk. Contact your menu administrator for menu changes.

QR Code Label Not Recognized

If a QR label placed flat on top of an item isn't recognized, the item isn't configured correctly in Creator.