Troubleshooting and FAQ
Answers to common Merchant Hub questions — a missing Pay menu, products not at the till, offline Stations, the Apple Pay last-four, refund issues, and missing menu items.
Merchant Hub troubleshooting and FAQ
Answers to the most common Merchant Hub questions are below. If you don't find what you need, search the article title in the help centre or ask your Owner to check your role permissions.
Why can't I see Pay in the menu?
Pay is locked while sample data is active. Click Setup my store on the banner at the top of the screen to remove sample data and unlock it. If sample data is already gone and Pay still doesn't appear, your role may not grant access — ask your Owner to check Manage → Team → Roles.
Why isn't my product showing up at the till?
A few common causes:
The product's Status is set to Draft. Open the product and switch it to Published.
The product isn't available at the Station's Outlet. Open the product, check the Outlets block, and add the Outlet.
The Station is running an older version of the flow. Re-open the Station to pull the latest products.
Why is my Station offline?
Check the device's internet connection first. If you're using a Native Station, confirm you signed in on the device and selected the right Station name. Re-opening the Final POS app forces a fresh sync. For Virtual Stations, refresh the browser tab and sign in again. The Station detail panel in the Merchant Hub shows the last build version the Station has — if it's missing or very old, the device hasn't connected in a while.
Why does Apple Pay show a different last-four than the customer's card?
Apple Pay uses a Device Account Number rather than the physical card number, so the last four digits you see in Payments are different from the digits printed on the card. This is expected behavior and is how Apple Pay protects the cardholder.
Why can't I refund this payment?
Refunds depend on a few things: your role's permissions (ask your Owner to check Manage → Team → Roles), the payment's status (a Pending payment can't be refunded until it's Paid), and how long ago the payment was taken (very old card payments may need to be refunded outside Final). Cash payments are recorded as refunded in the Merchant Hub, but the physical cash is handled at the till.
A menu item is missing for me. How do I get it back?
The Merchant Hub hides menu items you don't have permission to see. Ask your Owner (or the organization owner if you're part of an organization) to open Manage → Team → Roles, find your role, and turn on access for the resource you need. A few menu items are gated by your user type, not your role — Your Flows and Funding are only available to organization users and Final users.
Frequently asked questions
Why can't I see Pay in the menu?
Pay is locked while sample data is active. Click Setup my store on the banner to remove sample data and unlock it. If sample data is already gone and Pay still doesn't appear, your role may not grant access — ask your Owner to check Manage → Team → Roles.
Why isn't my product showing up at the till?
Common causes: the product's Status is Draft (switch it to Published); the product isn't available at the Station's Outlet (add the Outlet in the product's Outlets block); or the Station is running an older flow version (re-open the Station to pull the latest products).
Why is my Station offline?
Check the device's internet connection first. On a Native Station, confirm you signed in and selected the right Station name; re-opening the Final POS app forces a fresh sync. For Virtual Stations, refresh the browser tab and sign in again. The Station detail panel shows the last build version the device has.
Why does Apple Pay show a different last-four than the customer's card?
Apple Pay uses a Device Account Number rather than the physical card number, so the last four digits in Payments differ from the digits printed on the card. This is expected and is how Apple Pay protects the cardholder.
Why can't I refund this payment?
Refunds depend on your role's permissions, the payment's status (a Pending payment can't be refunded until it's Paid), and how long ago it was taken (very old card payments may need refunding outside Final). Cash payments are recorded as refunded in the Hub, but the cash is handled at the till.
A menu item is missing for me. How do I get it back?
The Merchant Hub hides menu items you don't have permission to see. Ask your Owner (or organization owner) to open Manage → Team → Roles and turn on access for the resource you need. A few items — Your Flows and Funding — are gated by user type, not role.