Offline mode
This guide explains what merchants can and cannot do when the Hivive iOS POS is running without internet access.
Offline mode is designed to keep basic in-store selling moving during a temporary outage. It is not a full replacement for the online POS, dashboard, payment providers, customer system, or reporting tools.
Quick Summary
When offline mode is available, staff can keep taking simple POS orders from cached menu data, receive a local order number, collect cash or cached custom-payment payments, print locally, and let the app sync offline orders after the internet comes back.
While offline, the POS cannot process card or terminal payments, look up customers, use loyalty, refund orders, edit server orders, update stock, accept QR or kiosk orders, update KDS, receive online orders in real time, or show live reports.
Requirements
Offline mode works only when all of these are true:
- Offline mode is enabled for the merchant account by Hivive.
- The iPad has signed in online at least once after offline mode was enabled.
- The user has not logged out since that online sign-in.
- The POS has already loaded the data staff need, such as menus, items, tables, staff, surcharges, discounts, and custom payment methods.
- The same iPad is used for the offline orders until they are synced.
If a staff member tries to sign in offline for the first time, the app will ask them to connect to the internet first.
What Data Is Cached
Offline mode can only use data that the iPad has already loaded. Depending on what staff opened while online, the cached data can include:
- Merchant settings.
- Menus, products, product options, tables, floors, and locations.
- Surcharges, discounts, and custom payment methods.
- Staff records needed for staff sign-in and clock events.
- Recently loaded order lists and order details.
If something was not loaded before the outage, it may not be available offline. Open the important POS screens while online before a planned outage so the iPad has the latest data.
What Can Be Done Offline
| Area | Available offline? | Notes |
|---|---|---|
| Sign in | Limited | Works only after a successful online sign-in on the same iPad while offline mode is enabled. |
| Browse menu and items | Yes, from cache | The app uses the last cached menu, products, options, floors, and tables. |
| Create POS orders | Yes | Orders are saved locally with an offline order ID and a local order number. |
| Add notes | Yes | Notes are stored with the local order and sync later. |
| Enter walk-in customer name/phone | Yes | This is plain order text only. It does not link to a customer profile. |
| Apply merchant surcharges | Yes, from cache | Uses the surcharge rules last loaded on the iPad. |
| Apply automatic or code discounts | Yes, from cache | Uses the discount rules last loaded on the iPad. Custom discounts also work. |
| Take cash payment | Yes | The payment is recorded locally and queued for sync. |
| Take custom payment | Yes, if cached | Custom payment methods must have been loaded before the outage. |
| Print docket, invoice, receipt, or order number | Usually | Works if the printer is already configured and reachable from the iPad. Internet-dependent printers may not work. |
| Open cash drawer on cash checkout | Usually | Works through the connected local printer/cash drawer setup. |
| Save staff clock in/out | Limited | Works for staff already loaded on the POS. The event syncs later. |
| View recent orders | Limited | Shows cached order lists/details and local offline orders on that iPad. |
| Sync after reconnecting | Yes | Offline orders, queued cash drawer checkout events, and queued clock events are sent automatically when internet returns. |
What Cannot Be Done Offline
| Area | Not available offline | Why it matters |
|---|---|---|
| First-time login | Cannot sign in | The app must verify the account online before offline login is available. |
| Card payments | Cannot process | Stripe, Square, Tyro, Zeller, network terminals, and manual card flows require internet/server confirmation. |
| Card surcharges | Cannot apply | Card surcharges belong to the online card payment flow. |
| Refunds | Cannot process | Refund actions require the server and/or payment provider. |
| Registered customer lookup | Cannot search, scan, create, edit, or delete customers | Customer data is online-only in offline mode. |
| Loyalty | Cannot earn/redeem against customer accounts | Loyalty lookup and reward redemption are disabled while offline. |
| Edit existing orders | Cannot update placed orders through the normal edit flow | Order edits require the server. Change the cart before checkout, or create a new order if needed. |
| Cancel/delete orders | Cannot cancel or hide orders | These actions require the server. |
| Split bill or change table | Cannot reliably complete | These flows edit server orders and should be done online. |
| Product and stock updates | Cannot update item stock, options, or product details | The POS can sell from cached data but cannot publish stock/menu changes. |
| Popup messages and shop settings | Cannot update settings | Settings changes require the server or dashboard. |
| Reports and sales stats | Cannot load live totals | Sales reports, cash sales, card sales, and transaction totals require the server. |
| Cash drawer session management | Cannot start, end, or fetch the current session | Cash checkout events can be queued, but session management and reconciliation should be done online. |
| Terminal pairing/settings | Cannot pair, unpair, or check network reader status | Reader setup needs internet and provider APIs. |
| Device replacement/account changes | Cannot replace devices or refresh account access | Device and account checks require the server. |
| Slave POS printing | Cannot print through the main POS | Slave POS relies on internet to send printing through the main printer-connected device. |
| Email receipts | Cannot send | Email delivery is server-side. |
| Server reprints | Cannot fetch orders that are not already cached | Reprinting missed online orders requires server access. |
| QR code ordering | Cannot accept new QR orders | Customer QR ordering requires internet access and server connectivity. |
| Kiosk ordering | Cannot accept new kiosk orders | Kiosk orders require internet access and server connectivity. |
| KDS | Cannot receive or update kitchen orders | Kitchen display updates require internet access and server connectivity. |
| Live online order updates | Cannot receive in real time | Websocket updates and online order printing require connectivity. |
| Cross-device visibility | Cannot share offline orders between iPads | Each iPad keeps its own local offline store until it reconnects. |
Important Limits
Cached Data Can Be Stale
Offline orders use the data already stored on the iPad. If menu prices, stock, surcharges, discounts, staff passcodes, or custom payment methods change in the dashboard while the iPad is offline, those changes will not be known until the iPad reconnects and refreshes.
This means staff may sell an item that has since been marked sold out online, miss a newly created discount, or use an older surcharge rule.
Offline Orders Sync With Their Current Status
Offline checkout creates a local order and queues it for server sync. If the order is still unpaid when the iPad reconnects, it syncs as an unpaid order. If payment is completed with cash or a custom payment method, the paid status and payment details sync as well.
For pay-at-counter businesses, unpaid offline orders can appear in the dashboard after reconnecting, but payment still needs to be completed before the order counts as a paid sale.
Card Payments Are Not Offline Payments
The app does not authorize or capture cards offline. Do not assume a card payment has been taken unless the payment provider confirms it online. During an outage, use cash or an approved custom payment method only.
Offline Order Numbers Are Local
Offline order numbers are generated immediately on the iPad so the restaurant can keep operating and printing order numbers during an outage.
These order numbers are local to the iPad and can overlap with:
- Order numbers from another offline iPad.
- Order numbers created online while this iPad is offline.
- Order numbers from an earlier local offline sequence.
This is expected. The local offline order number is kept on the order when it syncs back to the server. If an older app version syncs an offline order without an order number, the server may assign one during sync.
One iPad Does Not Know What Another iPad Did Offline
If two POS devices are offline at the same time, each device only sees:
- Its own local offline orders.
- Server orders it had already cached.
- Cached menu and setup data from its own previous online sessions.
Orders entered on one offline iPad will not appear on another iPad until the first iPad reconnects and syncs.
Slave POS Printing Requires Internet
Slave POS is designed for one main POS device to connect to all printers, while other iPads send printing through that main device over the internet. Because that handoff requires connectivity, Slave POS printing should be treated as unavailable during offline mode.
During an outage, use the main printer-connected POS for orders that need printing, or use a device with its own direct printer connection. A slave iPad will not be able to print through the main POS until internet access returns.
Unsynced Data Lives On The Device
Offline data is stored locally on the iPad. It should survive normal app restarts, but it can be lost if the app is deleted, the device is wiped, or the device is damaged before syncing.
Reconnect as soon as possible and keep the app open long enough for pending orders to sync.
Recommended Outage Workflow
- Keep the POS logged in. Do not log out during an outage.
- Use the cached menu to take orders as normal.
- For offline-created orders, collect cash or a cached custom payment method when the customer is ready to pay.
- Print dockets/receipts locally if the printer is reachable.
- Record any manual operational notes outside the app if staff need to cancel, change, or comp an offline order before sync.
- When internet returns, keep the POS open and online until pending orders finish syncing.
- Check the dashboard after sync to confirm the offline orders and paid sales appeared correctly.
Preparation Before A Planned Outage
Before an expected internet interruption:
- Sign in online on every iPad that may need offline mode.
- Open the POS menu so menus, products, tables, floors, surcharges, and discounts refresh.
- Open the order list if staff may need to view recent orders during the outage.
- Open the payment screen once if custom payment methods must be available offline.
- Load staff data by signing in staff or opening the staff-required flow before the outage.
- Do not rely on Slave POS printing during the outage; plan to use the main printer-connected POS or direct printer connections.
- Confirm local printers and the cash drawer work without relying on the internet.
When Internet Returns
The app automatically attempts to sync when the iPad is online again. It also retries pending sync work periodically.
After sync:
- Offline orders receive server records with their current status.
- Local offline order IDs map to server order IDs.
- Offline order numbers are kept on the synced server orders.
- Cash drawer checkout events and staff clock events are sent.
- Synced local order records are kept temporarily on the device, then cleaned up later.
If orders do not appear in the dashboard after reconnecting, keep the iPad online and the app open. If they still do not sync, contact Hivive support before deleting the app or logging out.