ROBOTILL HELP

Frequently asked questions (FAQ) and common user issues

If you can't find your question here, try doing a Google search or even ask AI, but remember to add the word 'ROBOTILL' to your search/question. You can also ask ROBOTILL Support.

Do We Accept Change Requests?

We value and encourage user suggestions and requests for new features. Every request is added to our user request list for review by our development team, who will determine its feasibility for inclusion in a future version. If your request is implemented, we will notify you via email.

Note that it can sometimes take weeks or even months for a request to be reviewed, due to our development team's busy schedule. We do not provide status updates on requests, inform users if a request is denied, or explain the reasons for denial.

How do I renew my licence?

You can renew your licence up to two months before it expires. The key we email you will extend your licence from the time your current licence expires, not from the date of purchase. To renew your licence, follow the steps below.

  1. Purchase another 12 or 24 month licence.
  2. Follow the registration steps to get your new key.

Can I connect remotely to ROBOTILL?

Yes. ROBOTILL allows multiple till (POS) computers and Back Office computers to connect to the same database when they are on the same local network. If you want to access ROBOTILL remotely, for example from home or another office, there are several options.

Recommended option – Remote access to your Back Office PC

The easiest and recommended option is to use remote access software such as TeamViewer or AnyDesk.

Install the remote access software on the Back Office computer at your shop or restaurant and configure it for unattended access. This allows you to connect to the computer remotely without someone at the business having to accept the connection.

Once connected, you have full access to ROBOTILL Back Office just as if you were sitting in front of the computer. You can, for example:

  • Add or update products
  • Change prices
  • Run reports
  • Do cash-ups
  • Perform other Back Office functions

If you only have one computer at the business, you can also install the remote access software on the till computer. However, you should preferably only connect remotely while the till is not being used.

Other options

VPN (Virtual Private Network)
A VPN can be used to connect computers at different locations so that they behave as if they are on the same network. This requires a fast and stable Internet connection and should be configured by someone experienced with networking. ROBOTILL Support does not provide assistance with installing or configuring VPNs.

Cloud Server
It is possible to host the ROBOTILL database on a cloud server, but this is generally not recommended. The Internet connection can affect ROBOTILL's performance and there will also be additional costs for hosting the server.

ROBOTILL Head Office Features
The Head Office features can also provide limited access to information between branches. However, this is not intended as a replacement for remotely accessing your Back Office computer. Head Office features are primarily designed for businesses with multiple branches, including functions such as transferring stock between branches.

For most users who simply want to work on ROBOTILL from home or another location, remotely accessing the Back Office computer using software such as TeamViewer or AnyDesk is the simplest option.

What's new in the latest version?

To check if you have the latest version, click on the About button in ROBOTILL Back Office to see what version you have. The latest version number will be listed on the download page.

We will post an article about new features on our news blog and facebook. We do not post articles about quality fixes (bug fixes) unless it is a serious bug fix and an urgent upgrade is recommended.

Note that even if no article is posted about an upgrade, it is still recommended that you always upgrade to the latest version. A new quality release (if only the last two digits of the version number changed) might contain bug fixes that could affect you.  We will also only assist you with a problem if you are on the latest version.

To upgrade follow these steps.

How much does the full edition cost?

To view prices or to do a payment go to https://robotill.com/purchase. All prices are on our website. There are no hidden fees.

You only pay per POS computer (till), not for the back office computer. Please note with `till` we are referring to the software licence for ROBOTILL. ROBOTILL does not supply any hardware.  You can purchase the POS hardware from your local IT store or online.

Is there a free trial for the full edition? 

You can download and use the free edition for as long as you want. The free edition has enough features so that you will have a very good idea of how the full edition works. If there are features locked in the free edition, you can search the online help to see how those features work in the full edition.

As our full edition licence is time based, and some features like label printing only needs to be used once, we do not give a free trial of the full edition.

Can I pay monthly?

You have the option to purchase licenses for either 12 or 24 months. The prices for both options are displayed on our purchase page, with the equivalent monthly cost shown in a smaller font below. This is to illustrate the savings you can achieve by opting for the 24-month option instead of the 12-month option. Please note that we do not offer a monthly payment plan.

How to change a client PC to a Server.

To change a computer where ROBOTILL is installed as an additional PC (client PC) to a Server PC, follow the steps below:

  1. Start the ROBOTILL Database Setup app directly: All Apps > ROBOTILL > ROBOTILL Database Setup
  2. Continue with the server install instructions.

Do my back office PC qualify for a free licence?

In order for your back office computer to qualify for the free back office licence, the back office computer must be linked to a registered POS computer. You get one free back office licence for each POS licence you purchase.

If ROBOTILL support informs you that your PC doesn't qualify because it is not 'linked' to a licenced POS computer, it means the back office computer is not using the same database as the POS computer. When installing an additional computer, you must follow the steps for an additional PC install, otherwise you will do a new server install and the new PC will use its own server/database instead of using the database/server you already started using. To fix this, you can follow the instructions to link a PC to a different server.  Once the back office is linked, you can email a new registration request for a back office to ROBOTILL Support.

How do I reset my password?

You can change your password for any user in your user setup. If however, you have forgotten your admin username and/or password, and you do not have another admin account you can use to access the ROBOTILL Back Office App, then you can request ROBOTILL Support to send you a security key to reset your admin username and password. 

Note that for security reasons, ROBOTILL Support will only reset your password if you are on the full edition. ROBOTILL will only send a security key to the email address that purchased the full edition. This is to prevent employees working at a company that uses ROBOTILL to reset the password. As users of the free edition are not required to validate their email address, it will not be possible for ROBOTILL Support to confirm that they are emailing the security key for the actual owner of the business. 

If you purchased ROBOTILL from a POS reseller, you will be able to request a password reset key from your reseller.

If you are using the free edition and you lost your password, you will need to recreate your database (note you will lose all your data and you will need to start from scratch) or upgrade to the full edition. 

Moving ROBOTILL to Another Computer

If you are replacing a computer that is running ROBOTILL, the steps you need to follow depend on whether the computer is the ROBOTILL server (the computer where the database is stored) or an additional computer connected to the server.

If you only use ROBOTILL on one computer, that computer is also your ROBOTILL server and contains your ROBOTILL database.

Moving the ROBOTILL Server to a New Computer

When replacing the ROBOTILL server, you need to move your ROBOTILL database to the new computer.

  1. Make a backup on the old computer.
    Before doing anything else, create a current ROBOTILL database backup. Make sure the backup completes successfully and copy the backup file to a location that will be accessible from the new computer.
  2. Install ROBOTILL on the new computer.
    Install ROBOTILL normally on the replacement computer. The new computer should meet the current ROBOTILL minimum system requirements.
  3. Restore your database.
    On the new computer, use ROBOTILL's database restore function to restore the backup created on the old computer. This will move your ROBOTILL data and setup to the new server.
  4. Test ROBOTILL on the new computer.
    Before removing or formatting the old computer, open ROBOTILL on the new computer and confirm that your products, customers, sales and other data are available.

Important: Do not dispose of, format or reset the old computer until you have confirmed that the database was successfully restored and ROBOTILL is working correctly on the new computer.

Connecting Your Other ROBOTILL Computers

If you use ROBOTILL on multiple computers, the other computers need to connect to the database on the new server.

If the replacement server uses the same computer name as the old server, the other ROBOTILL computers may continue connecting without needing to be reconfigured.

If the new server has a different computer name, the additional computers will need to be linked to the new ROBOTILL server.

After moving the server, test ROBOTILL on the other computers and confirm that they can connect to the database.

Moving Your ROBOTILL Licence

If you are using the full edition of ROBOTILL, your licence is registered to a specific computer. The licence therefore also needs to be moved when that computer is replaced.

Your existing registration keys cannot simply be entered on the new computer. A new registration is required for the replacement computer.

Contact ROBOTILL Support and explain that you are replacing the old computer and need to move the licence to the new computer. Licence transfers are subject to the ROBOTILL licence terms and conditions.

Replacing an Additional Till or Workstation

If you are replacing an additional ROBOTILL computer and the database remains on the existing server, you do not need to backup and restore the ROBOTILL database.

In this case:

  1. Install ROBOTILL on the new computer.
  2. Link the new computer to your existing ROBOTILL server.
  3. Test that the new computer can connect to the ROBOTILL database.
  4. If the replaced computer had a paid licence, arrange the licence transfer.

Using Your Existing Setup for a New Store

You can also use a ROBOTILL backup if you are opening a new shop or restaurant and want to use the setup from an existing business.

Restoring the database will copy your existing setup, including products and other configuration, but it will also copy the existing sales and transactional data.

If the restored database is going to be used as a separate new business or branch, use the ROBOTILL database reset function to remove the data that should not be carried over to the new business.

Be careful when using the database reset function. Data removed by a database reset should be considered permanent. Make sure you are working on the new copy of the database and have a backup before resetting any data.