# Troubleshooting Self-Checkout

> Solve common Self-Checkout issues with RFID tags, scanned items, the payment terminal and QR code, the bag emptying, and offline or error screens.

## A scanned item isn't added to the bag

1. Check that the barcode has 8 to 14 digits. Longer GS1 codes open the product page instead of adding the item to the bag
2. Check that the product has that barcode in its **EAN** field
3. Check that the product is available in the device's space, or in one of the spaces under **Include data and delivery options from specific spaces**
4. Check that the product has a price for the device's space. Items without a price for that space are not added to the bag
5. If **Product Types coverage** is set, check that the product's type, or one of its parent types, is in the list

## An item with an RFID tag isn't added to the bag

1. Check that the **RFID Edge App** is connected to the same device as Self-Checkout, and that it detects the reader. See [Install and configure RFID reader peripheral](https://learn.phygrid.com/smart-fitting-room/install-and-configure-rfid-reader-peripheral/)
2. Check that the tag's EPC encodes the product's EAN or UPC. See [Prepare RFID tags for your products](https://learn.phygrid.com/smart-fitting-room/prepare-rfid-tags-for-your-products/)
3. Check the product's space and price, as for scanned items above
4. If a tag couldn't be matched to a product, the kiosk ignores that tag until the app restarts. After you fix the product, restart the app or [reboot the device](https://learn.phystack.com/devices/reboot-a-device/)

## The bag empties on its own

When nobody touches or scans for the time set in **App Timeout in seconds** (45 by default), the kiosk returns to the idle screen and clears the bag. Increase the timeout if customers need more time.

## The Pay button is missing

The **Pay** button only appears when the bag has at least one item, and it is hidden on the payment screen.

## The Pay online QR code doesn't open the checkout page

1. Check that **Features** → **Bag** is on and **Checkout method** is **External**
2. Check that the **Checkout URL** is the full address of your checkout page, including `https://`
3. Check that your checkout page reads the `cart` parameter and any **Additional Checkout Parameters**

## The payment terminal doesn't show the amount

In version 1.0.4, the kiosk doesn't send the amount to the terminal: the **Pay now** panel only shows instructions, and the terminal is operated on its own. See [How to set up payment on the card terminal](https://learn.phygrid.com/self-checkout/set-up-self-checkout/#how-to-set-up-payment-on-the-card-terminal), and ask your PhyGrid contact to check the terminal.

## The screen shows "Device is offline"

The device has lost its network connection, and the kiosk can't look up products or prices. Restore the connection. See [Network infrastructure requirements](https://learn.phystack.com/networking/network-infrastructure-requirements/).

## The screen shows "An error occurred while fetching product types"

The kiosk couldn't load the product types when it started.

1. Check that the device is online
2. Tap the button under the message to reload the kiosk
3. If the error comes back, check the **Product Types coverage** and **Disabled Product Types request** IDs in the settings