When a site cannot perform a customer lookup, it is usually because of a communication issue.
Follow the steps below to ensure there are no communication issues:
1. Check the firewall - Aloha Firewall Site Setup
2. Verify the Punchh Proxy service is running. Navigate to Punchh Dashboard > Support > Heartbeats to see the status of the sites.
3. Verify nothing is blocking the proxy port on the back office computer (e.g. 8008)
4. Verify the site is configured with the correct API key by running PunchhConf.exe
Once the above steps are verified, refresh the terminals. You should be able to test the guest lookup and verify that data is being sent to punchh.com.