Getting Started
What is Fortis POS Platform?
Fortis POS Platform is a centralized back-office system that allows merchants to manage sales, catalog items, inventory, customers, loyalty programs, orders, online payments, and POS terminals from one place.
How do I create a Fortis account?
Your Onboarding Manager will register your company details during your Welcome Training session. You will receive an email with a registration link to create your password, then sign in using your email and password.
What is a Merchant in Fortis?
A Merchant represents your business entity. It is the account that receives payments from all linked locations and POS terminals.
Business Structure
What is a Location?
A Location represents a physical shop. One merchant can have multiple locations, each with its own POS terminals.
What is a POS Terminal?
A POS Terminal is the device used to process sales and payments. Each terminal is linked to a location and activated using an 8-digit activation code.
How do I activate a POS terminal?
Go to Settings → POS Terminals on the Fortis POS Platform and generate the code. See Adding/Activating a POS Terminal, including what to do if you can't get the code yourself.
Employees & Access
How do I add employees? Go to Settings → Employees and add the employee. They receive a registration link to create their login. See Adding an Employee.
What employee roles are available? Owner, Administrator, Manager and Cashier/Courier. Each role has set access to sales, settings, catalog, customers and reports.
An employee can't log in. Check they completed registration from the email link and are signing in with the correct email and phone.
An employee has limited access. Check their role. Access is set by position and can't be customized per person.
Why was I logged out? Make sure you're using your registered details and password. If it keeps happening, contact Fortis Support.
How do I change my password, email, mobile number, company name or bank details? See Changing your business details.
How do I download the Fortis mobile app? The Fortis Mobile App is available for Android only; iOS is coming soon. Download it from Google Play.
Catalog & Inventory
Why do I need a catalog? It gives structured sales, better reports, inventory tracking and faster checkout than manual sales.
How do I add inventory stock? Go to Inventory → Add Stock, select items, set quantities, optionally add unit cost and vendor, then apply the update.
Can I manage vendors? Yes, under Inventory → Vendors.
An item doesn't appear in the POS app. Check the item is active in the catalog and in the right category. Refresh the POS app if you changed it recently.
Stock doesn't update after sales. Make sure inventory tracking is on and the sale was completed. Stock updates automatically after a closed sale.
Sales & Payments
What types of sales are available? Manual Sale and Catalog Sale. Fortis Basic supports Manual Sale only.
What payment methods are supported? Card, Cash and Mixed.
Can I apply discounts? Yes, to the whole cart or to individual items. See Applying Discounts.
I can't find a previous sale. Search by sale or receipt number, or filter by date range or payment status.
I refunded a sale but the customer didn't receive the money. For cash, confirm the cash was returned. For card refunds, it can take several business days depending on the customer's bank.
I can't refund a sale. The sale must be closed. Card sales from a previous day are refunded by your payment provider. See Refunds and Voids.
Why isn't yesterday's sale on the dashboard? It may not have been completed on the POS. Don't process payments directly from the Sales screen; cancel the incomplete sale and create a new one from the POS.
Orders & Online Payments
What is an Order in Fortis? An order created on the Fortis POS Platform, paid either on a POS terminal or online with a payment link.
Which Pay by Link services work with Fortis? Network International, Paymob and MyFatoorah.
How do I connect my Pay by Link service to Fortis? Contact Support and ask to speak to sales
Reports & Analytics
What reports are available? XLSX exports from the platform: Sales by Item, Location, Terminal and Employee, Cash Flow, and Raw Data. Daily Reports print from the POS device.
Can I filter reports? Yes. Reports follow the filters applied in the sales list.
My reports don't show in the Admin Panel. Refresh the page and check the filters. If they're still missing, contact Fortis Support.
What happens if I don't run the End of Day (Z Report)? The Z Report closes the day's batch. Without it, the next payment to your bank can be delayed and reconciliation affected. Run it every day before the next business day. See Reports.
How do I see sales paid with redeemed points? Download the Cash Flow Report from https://my.fortis.world and filter the Payment Method column by Points.
How do I get my tax invoice? Your payment provider issues it and emails it to your registered address at the end of each month.
POS Terminals
Which terminals are supported? See the list in POS terminal troubleshooting.
My terminal has a problem/Card and Payment issue. See POS terminal troubleshooting for the quick fix, error messages, card payments and printing.
How do I get paper rolls? From your terminal provider. Contacts are in POS terminal troubleshooting.
Settlements
My bank settlement is late, missing or lower than expected. See Bank settlements: delayed, missing or short.
Customers & Loyalty
How do I add customers? Go to Customers → Add new, fill in the required fields and save.
What is phone verification? A check of customer phone numbers, currently by WhatsApp. If a customer doesn't receive the message, check the number format and that WhatsApp is active on it, then retry.
Which loyalty programs are supported? Multi-level points programs, where customers unlock better rewards as they spend, and stamp programs, where customers get a reward after a set number of stamps.
How do I send push notifications? See How to send Push Notifications.
I can't scan a loyalty card on my POS. See Loyalty Scanner Troubleshooting.
A loyalty discount wasn't applied. Check the customer is enrolled and meets the conditions. If it still fails, contact Fortis Support.
My customer needs help with their loyalty card. See Your loyalty card: help for your customers.
Support
Where can I get help? In this Help Center, also linked from your Admin Panel. Or contact Fortis Support by web chat, email at support@fortis.world, or on WhatsApp at +971 50 213 4201.
Support hours: every day, 9 AM to 6 PM (UAE time). Outside these hours you can still message us by web chat or WhatsApp or email us, and we'll reply when we're back. If your issue is urgent, our automated assistant will prioritize it and alert our team.
I want to know more about Fortis products. See Fortis products and plans, or contact Fortis Support and we'll connect you with Sales.
I need training or help uploading my catalog. Contact Fortis Support. You can also import a catalog yourself: see How to import your catalog.