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Operations Guide

This guide provides step-by-step user documentation for handling and operating Handheld 2.5 devices within the Genius Enterprise Platform.

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Overview

The Handheld 2.5 is used for mobile point of sale, supporting credit cards, loaded tickets, gift cards, vouchers, and specialty payments. It connects to Genius Enterprise POS, operates with local processing during connectivity interruptions, and synchronizes data to Genius Back Office when applicable, End of Day (EOD) close, and settlement once connectivity is available .

Offline-capable operation is critical for daily operations. Genius Enterprise POS terminals continue to process orders locally if network connectivity is interrupted and automatically sync transactions once service is restored, ensuring uninterrupted sales during high-volume periods .

Daily Best Practices

  • Handheld 2.5 devices registered and refreshed with latest configuration and menu data

  • Wi-Fi connectivity validated—with awareness that POS can continue operating in offline mode if needed

  • POS users tested—login verified, PINs confirmed

  • Payment devices responding—EMV tap/insert/swipe test transaction completed

  • Printers and peripherals verified—if applicable

  • Offline Credit Card Mode reviewed with managers for contingency scenarios

Initial Setup

Pre-Requisites | Manager / Admin

Before devices arrive on-site:

  • Site created in Genius Portal

  • Gateway credentials added

  • Handheld 2.5 (AIO) terminals assigned to the correct site

  • Menu active for the site

  • POS users added and assigned

Power On and Connect to Wi-Fi

  1. Power on the device

  2. On the device, tap Settings

  3. Select Network & Internet

  4. Select Wi-Fi, then connect to the network

  5. Confirm the device has a stable network connection before proceeding

Register Genius POS App

  1. From the device, open the Genius POS App

  2. Select Preferred Language

  3. Login using Genius Portal credentials

  4. Select the Site

  5. Select the assigned terminal device

  6. On the device, tap Install, then launch the app

This device is now ready for use.

Log In and Order Flow

Log In

  1. In the text field, type the assigned POS User ID

  2. In the field, type the user PIN

If login attempt fails, contact a supervisor.

Ring In an Order

  1. Select menu items

  2. Review order

  3. From the device, tap Total

  4. Select payment type—Credit, Loaded Ticket, Gift Card, Voucher, etc.

  5. Follow the device prompts to complete payment

Accept Payment

Credit Card Payment

  1. After ringing in an order, select Total.

  2. From the payment options, select Credit Card

  3. Instruct guest to follow the on-screen prompts to:

    • Select tip

    • Insert, Swipe, or Tap the credit card on the Payment device

Gift Card Payment

  1. After ringing in an order, select Total.

  2. From the payment options, select Gift Card

  3. Swipe the gift card on the attached MSR/card reader or scan the barcode

    • Alternatively, select Manual Card Entry to physically type the card number into the field

Specialty Payments

For specialty payments such as a Voucher that holds a cash value.

  1. After ringing in an order, select Total.

  2. In the payment field, type the cash value amount of the specialty payment

  3. From the payment options, select Specialty Payment

Apply Loyalty

To apply loyalty to an order:

  1. In the upper left of the order, next to the order number, select the customer icon

  2. Scan the guest’s QR code

  3. POS applies their loyalty account to their order

  4. Available offers are applied after selecting Total

  5. Process the transaction as usual

Split Payment

Before splitting a payment, ask what payment forms the guest wants to use. Order matters, process payments in the following order:

  • Cash

  • Specialty payment

  • Gift card

  • Always process credit cards last

To split a payment:

  1. In the payment field, type the dollar amount of the first payment

  2. Select the payment type

  3. Repeat steps for the remaining payment

View Orders and Balances

View Open or Past Orders

  1. Select Hamburger menu > Order history

  2. Use filters, or scroll to locate the order

  3. From the device, tap order to view full details

View Balances | Gift Card

To view a balance:

  1. Navigate to Hamburger Menu > Functions

  2. Select Gift Card Balance check

  3. Swipe, Scan, or Manually type the card/ticket # into the field

  4. The screen displays the available balance

Tips

If using Tips, after accepting payment(s), the order goes into Awaiting Tips status.

Add Tips to Credit Card Orders

  1. Select an order with an Awaiting Tips status

  2. In the field, type the tip amount

  3. Select Add Tips to Payments

  4. Select Save Changes

Add Tips to Orders with Multiple Card Payments

  1. Select an order

  2. Select Tip

  3. Select the first payment card, then in the field, type the tip amount

  4. Select Add Tips to Payments

  5. Repeat for all other payments

  6. Select Save Changes

Reprint Receipt / Check

There are two methods to reprint a receipt / check:

  • From the lower left, select Options > Reprint Last Check

--OR--

  1. Select Hamburger menu > Order history

  2. Use filters, or scroll to locate the order

  3. From the device, tap order to view full details

  4. From the lower left, select Options > Reprint

Cancellations, Voids, and Refunds

Void Order | Before Payment

  1. Open the order

  2. From the device, tap Void

  3. In the field, type the void reason and additional comments

  4. Confirm

🧾 The void completes and a receipt prints

Void Order | After Payment | Same Day Only

  1. Navigate to Hamburger Menu → Order History

  2. Select the order

  3. From the device, tap Options → Void Order

  4. In the field, type the void reason

  5. Confirm

Payment refunds to the original payment method.

Refund | Item or Full | Same Day Only

  1. Navigate to Hamburger Menu > Order History

  2. Select the order to see order details

  3. From the device, tap Options → Refund

  4. Choose full order or specific items

  5. To confirm, select Next

  6. Select Refund

Refund processes to original payment method.

Retender Order | Same Day Only

To re-tender an order:

  1. Navigate to Hamburger Menu > Order History\

  2. Select the order to view order details

  3. From the bottom right of the order details, select Options

  4. Select Retender

  5. The original payment is refunded

  6. In the payment field, type in the dollar amount—if less than the full amount

  7. Tender the order as usual

End-of-Day Procedures

Close All Orders

  1. From the device, navigate to Hamburger Menu → List View

  2. Confirm no open or awaiting tip orders

  3. Complete tips—if necessary

Verify Sales | Sales Detail Report

  1. From the device, navigate to Hamburger menu > Functions

  2. From the Reports column, select the Sales Detail Report

  3. Complete necessary fields

  4. View or print the report

Managers complete the following:

  • Compare totals against expectations

  • Flag discrepancies immediately

Batching and Settlement | Background Process

  • Handheld 2.5 terminals auto-batch credit card transactions

  • No manual batching required on the device

  • Tips must be entered same day before batching completes

Once batched, transactions are sent for settlement.

Refresh the Handheld

Use Refresh Data to refresh the device when the following occurs:

  • menu changes

  • pricing updates

  • need to re-sync the device

Refresh from the Handheld

  1. From the device, tap the Hamburger Menu

  2. Select Functions

  3. Select Refresh Data

  4. Choose:

    • Current Terminal—this device only

    • All Terminals—manager use only

⏳ Wait for the refresh to complete before resuming sales.

Device Reset

Reset Handheld Device

It is necessary to perform this step before returning a device to storage or reusing it at another location.

  1. Log into the POS

  2. From the device, tap Hamburger Menu → Functions

  3. Select Reset Terminal

  4. Confirm

⏮ The device returns to the language selection screen.

Manager Functions

Item Availability

Make Item Unavailable

To make a menu item unavailable:

  1. Press and hold a menu item

  2. Select Make Item Unavailable

    • This action makes the item unavailable for ALL terminals at the site/location

    • The item remains unavailable until it is set to available

Make Item Available

  1. Press and hold a menu item

  2. Select Make Item Available

  3. This action makes the item available for ALL terminals at the site/location

Reporting

Run Reports on the Handheld

  1. From the device, tap the Hamburger Menu

  2. Select Functions → Reports

  3. Choose report type:

    • Sales Detail Report—site-level sales

    • Employee Audit Report—sales by employee

  4. Manager authorization may be required

  5. Print or review totals

For additional information, see: https://resources.xenial.com/product-documentation/en/genius-point-of-sale/enterprise-pos/enterprise-pos-app/manager-procedures/pos-reports.html

Terminal Update

  1. Navigate to Hamburger Menu > Functions

  2. Select Refresh Data

    • Select Current Terminal: to update only the current terminal

    • Select All Terminals: to begin the update process on the current terminal, and then sends the command to remaining terminals

Offline Credit Card Mode

Enter Offline Mode

  1. Navigate to Hamburger Menu > Functions

  2. Select Offline Credit Card Mode

  3. When prompted, select Enter Offline Mode

Exit Offline Mode

  1. Navigate to Hamburger Menu > Functions

  2. Select Exit Offline Credit Card Mode

Quick Troubleshooting

Issue

Action

Menu missing items

Run Refresh Data

Payment fails

Retry, check connectivity

Device frozen

Power cycle, then refresh

Order stuck awaiting tips

Enter tips same day

See also: