Troubleshooting

I can't find Split gift receipts in POS

It appears on the screen after a sale is completed and in the more actions menu of an order (Orders → order). It is not a home screen tile. If it is missing, close and reopen Shopify POS, and check that the app is installed. If it is missing for only some staff, their POS login may not have access to the app: in Shopify admin go to Settings › Users, open the staff member, and turn on Lilya: POS Gift Receipts.

"This order can't be loaded"

A new order can take a few seconds to appear, so tap Try again. Orders older than 60 days can't be printed, because Shopify only gives apps access to recent orders.

"No receipt printer connected"

Pair the printer in POS under Settings › Hardware, or tap Print via system dialog. See Printers.

Only some receipts printed

POS shows "Printed 1 of 2" with the error. Check the printer, tap Refresh printers, remove the receipts that already printed, and print the rest.

The barcode doesn't scan

Check that Order code is set to Barcode (same as Shopify receipts) in Receipt settings. Scan it from the Orders screen search in POS. A worn or very small print can fail; type the order number instead.

The logo looks wrong

Logos print in black and white. Use a simple, high-contrast PNG or JPG up to 2 MB; thin lines and light colors can disappear.

"Free plan: only … gift receipts left this month"

The Free plan prints 20 gift receipts a month. Remove receipts from the split, or upgrade to Pro in the app. See Plans.

If the issue remains, contact support with your store, the order number, and any error text.