Common problems

The situations that come up most often, with their cause and what to do.

Signing in

“Wrong credentials.”

The identifier or the password is wrong. The primary administrator signs in with their email address; other users with their phone number. Also check that caps lock is off.

“Too many attempts. Try again in 15 minutes.”

Eight wrong attempts in 15 minutes block the identifier. Wait 15 minutes, or contact support to lift the block.

I do not receive the email code

Look in Spam and Promotions, wait a minute, then resend the code. Check that the address shown is the right one. If nothing arrives, support can verify your address.

“This account has been deactivated. Contact your shop manager.”

Your account was deactivated by the shop administrator. Only they can reactivate it, in Secondary admins.

Sales

I cannot sell: the day is closed

Today's closing has already been done. Sales resume tomorrow. If it was a mistake, support can reopen the day. See Closing the day.

A product does not appear when I type it

Only products in stock are offered for sale. Check its stock in the Stock menu; if it is at zero, bring goods in.

I made a mistake on an invoice already collected

A collected invoice cannot be edited. Cancel it (stock returns, the customer is refunded if needed), then make a correct sale again. See Invoices.

I do not see the button to collect payment

Your account has the right to prepare a slip, not to invoice it. The cashier collects, or the administrator grants you the Invoice a voucher (cash, debt, deposit) and collect debts right.

“Sales limit reached”

Your plan allows a number of sales per month. Move to a higher plan in Subscription.

Stock

The stock shown does not match what I count

Make an adjustment with the reason Stock count: enter the difference, up or down. Then look for the cause in History › Stock: a delivery not entered, a forgotten sale, breakage.

I received goods, how do I add them?

Create a purchase order for that supplier, then mark it delivered. See Suppliers and purchase orders.

I cannot delete a warehouse

A warehouse must be empty to be deleted: transfer its stock to another warehouse. The main warehouse cannot be deleted, but it can be renamed.

Cash

“Insufficient balance on this method”

You are trying to take out of a method more money than it contains. Choose another method, make a money transfer to that method, or record a contribution if the money comes from outside.

The closing shows a difference

Look in this order: an expense paid but not entered; a Mobile Money withdrawal not entered as a transfer; a sale collected in cash but declared under another method, or the reverse; a mistake in the change given. If the difference stays unexplained, note it in the observation and close: the amount counted is what counts for the next day.

I forgot to close yesterday

The application closed the day automatically with the expected cash. An account with the Shop settings and subscription right can enter, once only, the amount actually counted.

Subscription

I paid but my plan is not active

Check that the proof was sent in Subscription: the reference must be the one in your operator's SMS. Activation follows the check by support.

I did not enter my promo code at sign-up

The promo code is entered only when the shop is created; it cannot be added afterwards.

My subscription expired: have I lost my data?

No. Everything is kept and reappears on renewal.

Printing

The invoice does not print

The invoice opens as a PDF in the browser; printing is then started from the browser or the PDF reader. On a phone, you can also share the PDF with the customer by WhatsApp.

My logo does not appear

Add it in Shop info: PNG, JPG, WEBP or GIF, 2 MB at most.

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