Fortis Merchant FAQ

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 Fortis Customer Success 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 phone number 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?
Activate it from Settings → POS Terminals in the Fortis POS Platform, then use the generated activation code when logging in on the device.
 

Employees & Access

How do I add employees?
Go to Settings → Employees and add a new employee. Each employee receives a registration link to create their login.
 

What employee roles are available?
Owner, Administrator, Manager, and Cashier/Courier. Each role has predefined access rights to sales, settings, catalog, customers, and reports.

Catalog & Inventory

Why do I need a catalog?
The catalog allows structured sales, better reporting, inventory tracking, and faster checkout compared to manual sales.

How do I add inventory stock?
Go to Inventory → Add Stock, select catalog items, set quantities, optionally add unit cost and vendor, then apply the stock update.
 

Can I manage vendors?
Yes. Vendors can be added under Inventory → Vendors to help filter stock and prepare for future vendor-based reports.

Sales & Payments

What types of sales are available?
Manual Sale and Catalog Sale. Fortis Lite supports Manual Sale only.

What payment methods are supported?
Card, Cash, and Mixed payments.

Can I apply discounts?
Yes. You can apply a sale-level discount to the entire cart or item-level discounts to individual items.

Orders & Online Payments

What is an Order in Fortis?
An Order is created in the Fortis POS Platform and can be paid either on-site through a POS terminal or online via a payment link.

How to set up online payment/Pay by link? 
Please contact Fortis support to assist you further in setting up the online payment service

Customers & Loyalty

How do I add customers?
Go to Customers → Add new, fill in the required fields, and save.

What is phone verification?
A feature that verifies customer phone numbers (currently via WhatsApp) to ensure accurate customer data.

What loyalty programs are supported?
Multi-level loyalty programs where customers unlock better rewards as they spend more.

Stamp-based loyalty programs, where customers collect stamps for each purchase and receive rewards after reaching a specified number of stamps.


How to send Push notifications to your customers?
1. Login to your account: https://loyalty.wefortis.com/
2. Go to cards, from the left menu
3. Open your Loyalty Card
4. Click on "Send Push"
5. Choose to send to all customers or selected segments. 
6. Customize your message and send it


I can't scan the Loyalty card using my POS
1. Restart the POS terminal. 
2. Go to Settings → Supervisor Menu → Click Update Machine and try scanning again. 
3. If the issue persists, Contact Fortis Support and share:

• A screenshot or screen recording of the issue.
• The App Version displayed

You can check the App Version by tapping the "?" icon on the top-right corner of the POS home screen.

Reports & Analytics

What reports are available?

1. XLSX exports:
   • Sales by Item Report
   • Sales by Location Report
   • Sales by Terminal Report
   • Sales by Employee Report
   • Cash Flow Report
   • Raw Data Report
2. Daily Reports from the POS device

Can I filter reports?
Yes. Reports reflect the exact filters applied in the sales list.

Why are my reports not visible in the Admin Panel?
If reports are missing: Refresh the page, check applied filters. If the issue continues, contact Fortis Support for investigation.

What happens if I don’t run the end-of-day "Z" Report?
The Z Report finalizes daily settlements. If it is not completed, Next-day payments may be delayed, and sales reconciliation may be affected.
Always ensure the Z Report runs automatically or perform it manually before the next business day.

The terminal shows "Record Full, Settle First" or "Please Settle the End of Day"
This message indicates that the previous day's sales have not been settled. Please complete the End of Day (Z Report) before processing new payments.

POS Terminals

Which POS terminals are supported?
Fortis merchants in the UAE use OM-A880 & M90 terminals provided by Network International.

What if my POS terminal has an issue?
Basic troubleshooting includes checking power, paper, network signal, and rebooting the device. For hardware or payment issues, reach out to Fortis support.

Common Issues & Troubleshooting

POS Terminal & Device Issues

My POS terminal does not turn on
Check that the device is charged using a 5V / 2A charger. If the battery is empty, charge it for several minutes before turning it on. If the issue persists, perform a hard reboot or contact Fortis support.

My POS terminal is having connectivity issues
If your terminal is running slowly, not accepting payments, or experiencing connectivity issues, or if it is showing any of the below error messages:

• Network Connection Error
• Error Contacting Host
• Transaction Receipt Printing Error
• Payment Error 99 – System Error

Please follow the steps below:

1. Restart the terminal.
2. Go to Settings → Supervisor Menu → Update.
3. Once the update is complete, try using the terminal again.
4. If the issue persists, please contact Fortis Support for further assistance.
   
    

The POS terminal is frozen or very slow

1. Make sure the terminal battery is charged above 30%, then restart the machine.
2. If the issue persists, go to Settings → Supervisor Menu → Update.
3. Once the update is complete, try using the terminal again.

The POS terminal shows “No Network” or cannot connect
Make sure the SIM card is inserted correctly and that there is network coverage. Restart the device and wait for the signal to reconnect. If the issue continues, contact Fortis support.

The machine asks for the mobile number

• Login to your Fortis Account  https://my.fortis.world/auth/login

• Go to Settings, then choose Employees

• Copy the mobile number associated with the terminal and enter it into the POS.

How do I request paper rolls or hardware support?
For hardware-related issues or paper roll supply, you need to contact Network International support 24/7 on: 04-3160182, 04-3160183, 800-4448, or NIAuth@network.ae 
Please provide your Merchant ID and Terminal ID when contacting them.



Error message: "This sale is not supported by the current version of the app.”

This error usually occurs when an order is opened on one POS device and later accessed or completed from another device.
Make sure that orders are completed on the same terminal where they were originally created, and always assign each employee to a dedicated terminal to avoid cross-device transaction issues.
 If the issue persists, escalate to support for further review.

Card & Payment Issues

A card payment was declined
Ask the customer to try another card or payment method. Declines are issued by the customer’s bank and cannot be overridden by the POS terminal.

The card is not being read
Ask the customer to try inserting, swiping, or tapping the card. Ensure the card reader area is clean and the card is not damaged.

Contactless payment is not working
Make sure the customer taps the card at the top of the terminal. If the amount exceeds the contactless limit, the card must be inserted.

The customer was charged but the sale did not complete
Check the sales list to confirm the transaction status. If payment was completed but the receipt did not print, reprint the receipt. If the status is unclear, escalate to Fortis support.

 

Transaction failed and is showing "Payment Error 99 – System Error."
This error usually indicates a connectivity or system communication issue between the POS and the payment processor.

• Refresh the Sales page.
• Check your network connection.
• Ensure Wi-Fi is disconnected
• Restart the terminal.

If the issue continues, contact Fortis Support for further investigation.

Printing & Paper Issues

The receipt is not printing
Check whether the paper roll is empty or incorrectly inserted. Reinsert the paper and try printing again.

The receipt prints blank or faded
Ensure the thermal paper is inserted in the correct direction and replace the roll if needed.

Why can’t I print a receipt after settlement?
If the Z Report (end-of-day settlement) has already been completed, sales reports will no longer be printable from the device.
You can: Check Transaction History on the POS or access Cash Flow Report from the Merchant Admin Panel for payment details.


The machine isn't printing
If your terminal is not printing receipts, please follow the steps below:

1. Make sure the paper roll is inserted correctly.
2. Restart the machine.
3. Go to Settings → Supervisor Menu → Update.
4. Once the update is complete, try printing the receipt again.
5. If the issue persists, please reach out to Fortis Support

I need new paper roll? 
To replace the paper roll please contact your Terminal provider. 

Sales & Refund Issues

I cannot find a previous sale
Use the search bar to enter the sale or receipt number, or apply filters such as date range or payment status.

I refunded a sale but the customer did not receive the money
For cash refunds, confirm the cash was returned. For card refunds, inform the customer that processing may take several business days depending on their bank.

I cannot refund a sale
Ensure the sale is closed and eligible for refund. Some transactions may have restrictions based on payment method.

Why is my previous day sale not showing on the dashboard?
If a sale was not properly completed from the POS device, it may not reflect correctly on the dashboard.

• Avoid processing transactions directly from the Sales screen.
• Cancel the incomplete transaction and create a new sale directly from the POS device.

Catalog & Inventory Issues

An item does not appear in the POS app
Check that the item is active in the catalog and assigned correctly. Refresh the POS app if changes were made recently.

Stock is not updating after sales
Ensure inventory tracking is enabled and the sale was completed successfully. Stock updates occur automatically after closed sales.

Customers & Loyalty Issues

A customer did not receive the phone verification message
Confirm the phone number format is correct and that WhatsApp is active on the customer’s number, then retry verification.

A loyalty discount was not applied automatically
Check that the customer is enrolled in the loyalty program and meets the eligibility conditions. If issue still persists please contact Fortis support.

Account & Access Issues

An employee cannot log in
Ensure the employee completed registration using the email link and is signing in with the correct phone number.

An employee has limited access
Verify the assigned role. Access permissions are defined by employee position and cannot be customized per user.

Why am I logged out?
If you were logged out unexpectedly, please ensure you are using the correct registered phone number and password. If the issue persists, contact Fortis Support for assistance.

How can I change the registered email address on my account?
If you need to update the registered email address, please share the new email address that should be registered to your account with the Fortis Support team.



How can I change the mobile number?
If you need to updatemobile number, please share the mobile number you would like to add and the name of the employee it should be assigned to with the Fortis Support team



How can I change my password?
If you need to update your password, you can do so directly from the Fortis login page.

Please follow the below steps:

1. Access your account through https://my.fortis.world/auth/login, click Forgot Password.
2. You will receive an email with instructions to reset your password.
3. Follow the instructions in the email and create a new password.
4. Log in using your new credentials.
5. Otherwise, click Login with One-Time Password
6. Enter the OTP you received.
7. You will then be able to log in successfully.

If you are unable to reset your password using the above methods, please contact Fortis Support at support@fortis.world for further assistance.

How can I change the company name on my account?
To update the company name on the Fortis system, a request must be submitted to the Fortis Support team for review and processing.

Please send an email to support@fortis.world from the registered email address on the account, along with the following documents:

• Updated Trade License showing the new company name
• Updated Emirates ID of the owner listed on the Trade License

Support

Where can I get help?
Knowledge base articles are accessible directly through your Fortis Account Admin Panel. For further assistance, contact Fortis Support via web chat, email at support@fortis.world, or WhatsApp at +971 50 213 4201. We're available Monday to Friday, 9AM – 9PM



I want to know more about Fortis services and products:
If you would like to learn more about Fortis services and products, please contact Fortis Support. We will connect you with the Sales team, who will provide you with all the information you need and answer any questions you may have.
 
 

I need training on the system or help uploading my catalog
If you need training on the Fortis system or assistance with uploading your catalog, please contact Fortis Support. We will submit a request for your Relationship Manager to contact you and help you with your request.

Why is my bank settlement delayed or missing?
Delayed or missing settlements, as well as all payment-related issues, are handled by the payment provider responsible for your terminal.

1. If you have a Network International machine, please contact the Network International team directly using the below details:

   • Phone: 04 316 0182 / 04 316 0183 / 800 4448
   • Email: MerchantHD@network.ae
      

2. If you have a Mercury machine, please send your inquiry directly to the Mercury team via Email: support.shukria@mercury-pay.com

If you require any further assistance from the Fortis team, please feel free to contact Fortis Support, and we will be happy to assist.