Troubleshooting
Cash Drawer Not Opening Automatically
When a cash transaction is fully paid, the cash drawer should open automatically. If it does not, follow the steps below.
1. Check The RJ12 Cable Connection
The cash drawer connects to the register using an RJ12 cable.
Check the cash drawer connection.
Locate the RJ12 port on the back of the cash drawer. This is the only port on the cash drawer.
Make sure the RJ12 cable is securely connected.
Check the register connection.
Locate the third port from left to right on the back of the register.
Make sure the RJ12 cable is connected to this port.
Important:Do not connect the cash drawer to the Register's Ethernet port. The Ethernet and RJ12 ports can look similar.
Reconnect the cable.
Unplug the RJ12 cable from both the cash drawer and Register.
Reconnect both ends securely.
If the issue continues, try switching the ends of the RJ12 cable and reconnecting them.
Complete another cash transaction and check whether the drawer opens automatically.
2. Verify The Cash Drawer Configuration
The cash drawer must be created and assigned to the Register it's connected to.
From the Snackpass Dashboard, go to Settings > Devices.
Locate the register that the cash drawer is connected to.
Click Edit.
Scroll down to Cash Drawer Settings.
From the dropdown menu:
Select an existing cash drawer, or
Click Create to create a new cash drawer.
Save your changes.
Complete another cash transaction and check whether the drawer opens automatically.
Note: Cash drawer configuration is the same on SnackOS 1.0 and SnackOS 2.0.
Drawer Opens ManuallyBbut Not Automatically
If the drawer opens normally with the physical key but does not open after a completed cash transaction:
Check the RJ12 cable connection.
Confirm the cash drawer is correctly assigned to the Register under Settings > Devices.
Complete another cash transaction.
If the drawer still does not open automatically, contact Snackpass Support.
Drawer Will Not Open Manually
If the drawer does not open using the key, check whether it is locked or jammed.
Check The Lock
The cash drawer is:
Locked: Key position is horizontal.
Unlocked: Key position is vertical.
If the drawer is locked, turn the key to the vertical position and try opening the drawer again.
Check For A Jam
If the drawer is unlocked but does not open:
Try pulling the drawer gently. Do not force it.
If possible, remove the cash tray.
Check for bills, coins, or other objects blocking the drawer.
Use your hands to carefully remove any visible obstruction.
Try opening the drawer again.
Do not force the drawer open or use excessive pressure.
If the drawer remains stuck, contact Snackpass Support.
Lost Cash Drawer Key
If the cash drawer is locked and the key has been lost, Snackpass does not provide replacement keys. Replacement keys can be ordered directly from Volcora.
The key code is printed on the front of the lock and consists of 3–4 digits.
You will need this code to place the order. Orders without a key code will be cancelled. Order a replacement cash drawer key
Maintenance Tips
Clean And Lubricate The Drawer Slides
To keep the drawer opening smoothly:
Remove any old grease from the drawer slides using a lint-free cloth.
Apply a very thin layer of lithium-based grease to the slides.
Open and close the drawer several times to distribute the grease evenly.
Inspect The RJ12 Cable
Periodically check the RJ12 cable for:
Visible damage
Fraying
Bent or damaged connectors
Loose connections
If the cable is damaged, replace it with a compatible RJ12 cable.
Contact Snackpass Support
Contact Snackpass Support if:
The cash drawer does not open automatically after checking the RJ12 connection and dashboard configuration.
The drawer cannot be opened manually.
The drawer remains jammed after safely checking for obstructions.
The cash drawer or RJ12 cable has visible physical damage.
The cash drawer is correctly configured but still does not open after a completed cash transaction.
You need assistance determining whether the cash drawer requires replacement.
If you have any questions or encounter issues with your cash drawer, feel free to reach out to our Snackpass partner support team. You can contact us via live chat in your partner app, by phone at 866-868-2146, or through email at [email protected].