> For the complete documentation index, see [llms.txt](https://commanderhelp.verifone.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://commanderhelp.verifone.com/pos-help/pos-help/clearing-stuck-fuel-sales/unable-to-clear-stuck-fuel-sales..md).

# Unable to Clear Stuck Fuel Sales.

### Resolving Stuck Fuel Issues

This article is specifically designed for sites using the <mark style="color:yellow;">**Topaz**</mark>, <mark style="color:yellow;">**Ruby2**</mark> and <mark style="color:yellow;">**C18**</mark> registers.

{% hint style="info" %}
**Third-party registers**

On third-party registers, this issue typically appears as **Unable to Preset Pump**. . This means the register indicates the pump is **idle** but **cannot accept a New Sale/Preset**.

**Steps to Resolve:**

1. Retrieve the sale details from the register.
2. Manually clear the sale history on the register. Refer to the register's manual or consult your register provider for guidance.

For further assistance, reach out to the [Verifone Helpdesk](https://support.verifone.com/s/).
{% endhint %}

***

### Procedure for Clearing a "Stuck" Fuel Sale on Topaz, Ruby2 or C18 registers

{% stepper %}
{% step %}

### **Identify the Pump Status**

From the register, identify the status of the pump or pumps in question. Is it **IDLE**, **RESERVED**, **HOLD**, **STOPPED**, **NEW**, **Authorizing** or **In use**?

<figure><img src="/files/KTdiss8DgblGK6SkduDQ" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

### **Identify the Sale Type**

Determine whether the amount on that pump is the **CURRENT** or **STACKED** sale. Then, identify if that sale is showing as **SOLD** or **DUE**.

<figure><img src="/files/8eQj6GA0sOlxyzyU1l8i" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

### **Resolve the Issue**

**Check if the pump is :**

**a. &#x20;**<mark style="color:yellow;">**On HOLD**</mark> **:** Go to

<p align="center"><kbd>CSR Functions</kbd> <strong>></strong> <kbd>3. Fuel Manager Menu</kbd> <strong>></strong> <kbd>7. Clear Pump on Hold</kbd></p>

**b. &#x20;**<mark style="color:yellow;">**RESERVED**</mark>**&#x20;:** Select the <kbd>Pump#</kbd> **>** <kbd>Prepay</kbd> **>** <kbd>Stop</kbd> to clear reserve (if reserve does not clear, you may need to [Initialize Fuel](#user-content-fn-1)[^1])

### Before **Initializing Fuel,** confirm:

* All pumps/fueling positions are **Idle** and&#x20;
* **No Active transactions** or customers at the pumps.

This prevents Initialization errors and **stuck fuel sales**.

### **To Initialize Fuel**

1. Ensure all Pumps are Idle **(no one fueling),** then run **Initialize Fuel** using the steps below.
2. On the register, go to:

<kbd>CSR Functions</kbd> > <kbd>3. Fuel Manager Menu</kbd> > <kbd>1. Initialize Fuel</kbd>

<figure><img src="/spaces/FYWyfZfb6YnJEuYJDRqw/files/7vtpDkEhQVlJo9ZdjjuF" alt="" width="563"><figcaption></figcaption></figure>

**c.&#x20;**<mark style="color:yellow;">**STOPPED**</mark> : Select the <kbd>Pump#</kbd> **>** <kbd>Approve</kbd>&#x20;

{% hint style="info" %}
**Please note:**

If the pump has a dollar amount that is not clearing or gives an error when attempting to Claim, the pump status is **IDLE** and the sale is **DUE** **contact the** [**Verifone Helpdesk**](https://support.verifone.com/s/)**.**
{% endhint %}
{% endstep %}
{% endstepper %}

<details>

<summary><strong>If this issue happens frequently, consider the following steps</strong></summary>

As a preventive measure the **Fuel Product Configuration** should be checked for the following corrections:

* If the unused products all share a common name (such as UNUSED), change them to unique names (UNUSED1, UNUSED2, etc.).
* All products should also contain Unique Product Codes, whether the product is in use or not. Verify the products are attached to at least the Manual Fuel department or a custom Fuel Department of your choosing.

</details>

If you need further assistance, contact the [Verifone Helpdesk](https://support.verifone.com/s/).

{% hint style="info" %}
N**eed assistance? Contact Verifone Helpdesk at anytime.**

* Use our **Chat** platform
* Or call **1.800.VERIFONE (837.4366)**

Tell us the troubleshooting steps you’ve already tried. This saves time and gets you the right support faster.
{% endhint %}

[^1]: To **Initialize Fuel ->** first ensure NONE of the pumps are in use, then access ***CSR Functions*** > ***Fuel Manager*** ***Menu*** > ***#1) Initialize Fuel***


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