Is your cash register not printing receipts? Immediately stop selling on this device. Check the power supply, paper, and restart the hardware. If that doesn't help, you must start a backup cash register – it's the only legal way to continue operating. Failure to issue a receipt carries severe tax penalties for both you and your employees.
Your cash register isn't printing receipts? Start with the basics
Before calling for service, you need to rule out basic technical issues. Follow these troubleshooting steps:
Check the paper roll: Make sure you are using thermal paper of the correct width and quality, and that the roll is not jammed and faces the right way. Running out of paper is the most common cause of failure.
Inspect the power supply: Verify that the power adapter is working and cables are firmly plugged in and undamaged. For mobile devices, check the battery charge.
Restart the device: Turn the cash register off and on after a few seconds to clear temporary system errors.
Read the messages: Note down any error codes appearing on the display. They will be crucial if the fault turns out to be more serious (e.g., damage to the printing mechanism).
The law is strict: Consequences of not issuing a receipt
A breakdown in 2026 still does not exempt you from the obligation to record retail sales (VAT Act, Art. 111(1)). You need to know that liability for errors falls on two parties:
Employee: Faces direct penalties for a fiscal crime or fiscal offense. The person operating the cash register must submit a written statement confirming knowledge of recording rules (Ministry of Finance Regulation of 25.06.2025), acknowledging awareness of potential penalties.
Employer: Responsible for supervising the accuracy of records. Penalties under the Fiscal Penal Code (Art. 62 § 4) for off-the-record sales or failing to issue a receipt can reach up to 180 daily rates of fine.
How must you record sales during a breakdown?
A broken cash register brings business to a halt. To operate legally, you must implement strict procedures:
Strictly stop using the damaged cash register.
Activate a backup cash register. This is the only legally compliant solution allowing you to continue selling while the main device is down. You are entitled to a statutory tax relief for purchasing a modern online backup device, provided you acquire it within a 6-month window from issuing your first receipt.
Make an entry in the cash register logbook. You must immediately record the date, time of failure, and the actions you took.
Important: Never record sales in a notebook with the intention of entering them into the register later. This is completely illegal!
When do you need to call an authorized service technician?
If basic steps have failed, do not attempt to repair the equipment yourself – you risk voiding the warranty and permanently damaging the fiscal memory.
Contact an authorized service technician. Only certified technicians are authorized to service the device and perform the necessary fiscal memory readout in case of irreversible failure.
Submit an application to the tax office. To formally deregister a damaged cash register, you must provide the head of the tax office with the readout protocol (prepared by the technician) and a settlement report.
Protect your business against future breakdowns
As your partner, the fiskasy.pl team advises you to focus on prevention and safeguard your sales continuity. Implement these guidelines:
Power supply is key: Use only the dedicated power adapter included in the set and a quality surge protector. Connecting equipment to random chargers is the fastest way to cause a costly short circuit and failure.
Invest in quality: Use only high-quality thermal paper to protect the printhead from wear or jamming.
Ensure proper operating conditions: Protect the register from moisture, direct sunlight, dust, and extreme temperatures, and remember to carry out regular service inspections.
Train your team: Your employees must know how to diagnose basic issues and properly insert paper rolls.
Looking for more detailed technical information and an in-depth legal breakdown? You'll find more on this topic in the comprehensive article prepared by specialists at ESC SA: Cash register not printing a receipt – what to do?.
Need a reliable backup cash register or urgent service support?
Don't risk severe tax penalties and costly sales downtime. Contact fiskasy.pl today! We will help you select the ideal backup cash register tailored to your business or dispatch a technician right away to get your device back up and running.