If your merchant app is returning a "Time out exceeds 5000ms" error message, this means the app cannot connect with the printer and send it the right information to print in time. When the merchant app sends a print command, it waits to receive a signal from the printer to tell it that the order has printed. If the merchant app doesn't receive this signal return in time, it will return a "Time out exceeds" error.
It could be due to:
The iPad and the printer not being on the same WiFi network
The printer having lost connection to the WiFi (check plug ends and connections)
The WiFi network is too slow and the merchant app isn't receiving the correct signal from the printer
The printer details are not setup correctly on the Merchant app
Solutions
Your first starting point should be to check the printer details that are setup within the printing settings.
Check the iPad is on the same WiFi network as the printer. Note some iPads that run off mobile data networks like 4G or 5G may automatically disconnect from the WiFi and run on these mobile networks. If you see a 4G or 5G on the iPad navbar, then it is not running on WiFi.
Check your WiFi strength is fast and that it is not being over loaded from too many devices.
If the problems persists, please contact the Host support team.