An error showed up? Here is what happened

What it means. The account names you typed on the Accounting export → account names page are too long to save in one go.

What may have happened. Many long names or codes were typed at once; the same long text was pasted into several boxes.

How to fix it.

1. Shorten the longest names. Your accountant usually needs only a short name and the code.
2. Empty any box where the default shown beside it is good enough: an empty box keeps the default and takes no space.
3. Save again.

Still stuck? Contact support from Help → Support. Quote the code from the help link's address (the part after #) and say which accounting program you picked.

What it means. The action you tried at the till needs a manager to approve it first.

What may have happened. A discount, price change, return or void went past what your rights allow; the cashier signed in does not have that right.

How to fix it.

1. Ask a manager to come to the till.
2. In the Manager approval window, the manager types their password or swipes their card. The approval counts for this one action.
3. If this happens often, the owner or a manager can give the cashier the right in Team → the person → Rights.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #), the till's name and what you were doing.

What it means. The sign-in did not match: the e-mail, the code or the password is not right.

What may have happened. On the sign-in page the e-mail address was not complete; the 6-digit code was mistyped, is older than 10 minutes, or a newer code replaced it; the e-mail is not registered (no code is sent to an address we do not know); at the till, the name or the till password is wrong; the two-step step waited more than 10 minutes.

How to fix it.

1. Check the e-mail address, including the part after the @.
2. Use the newest code from your mail (look in Junk or Spam too), or ask for a new one.
3. At the till, check the name and the till password. After 5 wrong tries the account is locked for 5 minutes.
4. If the two-step step timed out, start signing in again.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the time it happened.

What it means. The code from your authenticator app was not accepted.

What may have happened. The code was typed after it changed (codes change every 30 seconds); the phone's clock is wrong; the code came from another account in the authenticator app; a recovery code was mistyped or already used.

How to fix it.

1. Wait for a fresh code in the authenticator app and type it straight away.
2. Set the phone's date and time to automatic.
3. Check you are reading the code listed under this shop's account in the app.
4. If you lost the phone, type one of your 8-character recovery codes instead. Each works once.
5. At sign-in you have 5 tries; after that, start signing in again with a new e-mail code.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #). If you have no phone and no recovery codes, tell us so.

What it means. The code or link you used is not one the server knows, or it has run out.

What may have happened. A till pairing code was mistyped or is older than 10 minutes; an invitation link is older than 7 days, was cut short when copied, or the person was deactivated; on My e-mail, the 6-digit confirmation code was wrong or older than 10 minutes (the message may then say "pairing code").

How to fix it.

1. For a till: get a new pairing code in Settings → Tills and type all 6 digits within 10 minutes.
2. For an invitation: ask the owner or a manager to send a new one from Team → Invite.
3. For My e-mail: ask for a new code and type the newest one.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and which of these you were doing.

What it means. This pairing code or invitation link has already done its job. Each one works only once.

What may have happened. The till was already connected with this code; someone else used the code first; the invitation was already accepted; a newer invitation was sent and replaced this link.

How to fix it.

1. For a till: if it is not connected yet, get a new pairing code in Settings → Tills.
2. For an invitation you already accepted: just sign in on the sign-in page with your e-mail.
3. If a newer invitation was sent, open the link in the newest mail.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the till's or the person's name.

What it means. You tried to confirm a new e-mail address, but no change is waiting for a code.

What may have happened. The code was sent more than 10 minutes ago and the change ran out; the change was cancelled; it was already confirmed in another tab.

How to fix it.

1. Open My e-mail and check which address is shown now. If it is the new one, you are done.
2. Otherwise type the new address again and press send.
3. Type the code from the new mailbox within 10 minutes.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the address you wanted.

What it means. The address belongs to a throwaway mail service whose boxes disappear after a short time, so we do not accept it.

What may have happened. A temporary address was used for the sign-up, an invitation or a change of e-mail; the address's mail service is on the list of throwaway services.

How to fix it.

1. Type the real e-mail address you open every day.
2. Send the form again.

Still stuck? If you are sure the address is a normal, lasting one, contact support from Help → Support or our website with the code from the help link's address (the part after #) and the part of the address after the @.

What it means. The address is not written the way an e-mail address must be.

What may have happened. A space or a missing @; two @ signs; a dot at the start or end, or two dots in a row; something missing after the @; a comma instead of a dot.

How to fix it.

1. Check the address letter by letter. It looks like name@example.com.
2. Remove spaces before, inside or after it.
3. Send the form again.

Still stuck? Contact support from Help → Support or our website with the code from the help link's address (the part after #).

What it means. The part after the @ is not set up to receive mail, so nothing we send would arrive.

What may have happened. A typo after the @; a company domain whose mail is not set up yet; the domain has expired.

How to fix it.

1. Check the part after the @ carefully.
2. If it is a company address, ask whoever runs your company's mail whether it receives mail yet.
3. Or use another address you read every day.

Still stuck? Contact support from Help → Support or our website with the code from the help link's address (the part after #) and the part of the address after the @.

What it means. Your account signs in with a till password and has no e-mail address, so there is no e-mail to change.

What may have happened. Your account was created as a cashier with a password only, without an e-mail invitation.

How to fix it.

1. Ask the owner or a manager to invite your e-mail from Team → Invite.
2. Open the link in the invitation mail.
3. You can then sign in to the app with your e-mail.

Still stuck? The owner can contact support from Help → Support with the code from the help link's address (the part after #) and your name on the Team page.

What it means. The new address you typed is the one your account already uses.

What may have happened. The old address was typed by mistake; the change was already done earlier.

How to fix it.

1. Look at the address shown at the top of My e-mail.
2. If you want a different one, type the new address and send again.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #).

What it means. The address looks like a typo of a well-known mail service, so the app asks before using it.

What may have happened. A small typo after the @, such as gmial.com for gmail.com, or a missing dot.

How to fix it.

1. If the suggestion is right, pick it.
2. If your address is really as you typed it, choose to keep it. The other checks still run.
3. Send the form again.

Still stuck? Contact support from Help → Support or our website with the code from the help link's address (the part after #).

What it means. Another account already uses this e-mail. One address can belong to only one account.

What may have happened. You already signed up before with this address; the person is already a member of this shop or of another shop; someone took the address while you were confirming it.

How to fix it.

1. If it is your own shop, sign in instead of signing up (the message shows a sign-in link).
2. For a team invitation, use another address for this person, or check the Team page: they may be there already.
3. For My e-mail, pick another address.

Still stuck? Contact support from Help → Support or our website with the code from the help link's address (the part after #) and the address.

What it means. Your account does not have the right for this action.

What may have happened. You are signed in as a cashier without that right; the action is for the owner only (removing a till, adding a manager); the item belongs to a branch you are not given; a screen or display device tried to sign a cashier in.

How to fix it.

1. Ask the owner or a manager to do it, or to approve it at the till.
2. If you should do it yourself, ask them to give you the right in Team → the person → Rights.
3. Check that you are working in a branch you are allowed (the branch picker at the top).

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the page or till where it happened.

What it means. This page needs a right or a role your account does not have. The message names it.

What may have happened. You are a cashier and the page needs a right such as reports or stock; the page is for managers or for the owner only.

How to fix it.

1. Ask the owner or a manager to give you the right in Team → the person → Rights.
2. Sign out and in again, or reload, after the right is given.
3. Pages for the owner only cannot be given to others; ask the owner to do the task.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the page's name.

What it means. You can only sign up after agreeing to the Terms of service and the Privacy policy.

What may have happened. The agreement box at the bottom of the sign-up form was not ticked.

How to fix it.

1. Read the Terms of service and the Privacy policy (the links are next to the box).
2. Tick the box.
3. Press sign up again. The other fields keep what you typed.

Still stuck? Contact us through the contact details on our website with the code from the help link's address (the part after #).

What it means. There were too many wrong tries, so this sign-in or code is blocked for now.

What may have happened. At the till, 5 wrong passwords in a row lock the account for 5 minutes; a 6-digit e-mail code was typed wrong 5 times; the two-step code was wrong 5 times; the My e-mail code was wrong 5 times.

How to fix it.

1. At the till: wait 5 minutes, then type the password carefully. A manager can set a new one in Team → Reset password.
2. For an e-mail code: ask for a new code and type the newest one.
3. For two-step: start signing in again.
4. If you did not make these tries yourself, tell the owner.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the time.

What it means. The account you chose at the till has no till password yet, so the till cannot sign it in.

What may have happened. You are the owner and signed up with your e-mail only; the account was invited by e-mail and never given a till password.

How to fix it.

1. In the app, open the setup checklist, step Invite your team, and fill in "Your own till password".
2. For another person, the owner or a manager sets one in Team → Reset password.
3. Sign in at the till again. A staff card also works if one is set.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the account's name.

What it means. This needs owner alerts switched on, and they are off for your shop.

What may have happened. Owner alerts were never switched on; the owner switched them off; for linking Telegram or asking questions there, "Telegram questions" is off.

How to fix it.

1. The owner opens Settings → Owner alerts.
2. Switch on owner alerts, and Telegram questions if you want them.
3. Save, then open Owner alerts or Ask your shop again.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #).

What it means. The weekly voice note "Your week" cannot be made: the voice is not set up on this server yet, or the feature is off for your shop.

What may have happened. The owner has not ticked "Your week" under Settings → Owner alerts; owner alerts are off; the service has not set up the voice on this server yet, so the switch is not shown.

How to fix it.

1. The owner opens Settings → Owner alerts.
2. Make sure owner alerts are on and tick "Your week", then save.
3. If the "Your week" card is not on that page, the voice is not set up yet: nothing to do on your side, the notes start once it is.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #).

What it means. There is no "Your week" note (or no audio) by that name for your shop.

What may have happened. The first note has not been made yet (it comes on the morning of the week's first day); the link is from another shop or an old note; the voice could not be made that week, so there are only the words.

How to fix it.

1. Open Owner alerts and look at the "Your week" card: the newest note is there, with its words.
2. The owner can press "Make last week's note now" on that card.
3. Open the newest note from the card rather than an old link.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #).

What it means. Some boxes on Settings → Owner alerts hold a value the page cannot use. The message lists them by short names.

What may have happened. A letter or a minus sign in an amount; a percentage above 100; "till offline for" under 5 or over 1440 minutes; a time not written like 09:00.

How to fix it.

1. Find the boxes the message names (for example void_min is the smallest void amount).
2. Use whole numbers in the allowed range, and times like 09:00 or 23:30.
3. Leave a box empty if you do not need it, then save.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the full message.

What it means. Your settings were saved, but Telegram refused to connect your bot to the shop, so questions sent to the bot will not arrive.

What may have happened. The bot token is wrong, was changed in Telegram or the bot was deleted; the bot is not set in Settings → Integrations; Telegram was briefly unreachable.

How to fix it.

1. Open Settings → Integrations and paste the bot token again, exactly as Telegram gave it.
2. Return to Settings → Owner alerts and save again.
3. If the message names a reason, follow it.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the reason shown after the colon.

What it means. The two password boxes are not the same, so nothing was saved.

What may have happened. A typo in one box; the keyboard was in another language or Caps Lock was on; for your own till password, it is shorter than 4 characters.

How to fix it.

1. Type the password again in both boxes, slowly.
2. Check the keyboard language and Caps Lock.
3. Use at least 4 characters.
4. Save again.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the page you were on (Team or Invite your team).

What it means. Too many tries came in a short time, so the server asks you to slow down for a moment.

What may have happened. You asked for many sign-in codes (5 per address per hour); many sign-ups or till pairing tries came from your internet connection; a till or the app sent a burst of actions; many questions to Ask your shop.

How to fix it.

1. Wait a minute and try again. For sign-in codes, wait up to an hour, and use the newest code you already have.
2. Do not press the button again and again; one press is enough.
3. The till app keeps its sales and sends them by itself a little later.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #), the time and what you were doing.

What it means. To protect your account, an e-mail change must start soon after you sign in with a code.

What may have happened. You signed in more than 30 minutes ago; the browser stayed signed in from an earlier day.

How to fix it.

1. Sign out.
2. Sign in again with your e-mail and the new 6-digit code.
3. Within 30 minutes, open My e-mail and type the new address.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #).

What it means. This till or device was removed from your shop, so the server no longer accepts it.

What may have happened. The owner pressed Revoke for it in Settings → Tills; our staff removed it at your request.

How to fix it.

1. Ask the owner whether the removal was on purpose.
2. To use this computer again, get a new pairing code in Settings → Tills and type it in the till app.
3. Sales the till made offline may still be waiting on it: connect it again before you uninstall anything.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #) and the till's name.

What it means. Your account has two-step sign-in, so the server needs the code from your authenticator app as well.

What may have happened. The sign-in stopped after the e-mail code; the two-step page was closed or left open too long.

How to fix it.

1. Open your authenticator app and find this shop's account.
2. Type the current 6-digit code on the two-step page, or one of your recovery codes.
3. If the page is gone or timed out, sign in again from the start.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #). If you lost the phone and the recovery codes, tell us so.

What it means. The server could not tell who is asking, so it refused. You need to sign in again.

What may have happened. Your browser session ended (it lasts 30 days, or you signed out everywhere); a manager signed the till out from Settings → Tills; the till's clock is more than 2 minutes wrong; the till's connection to the shop was removed; a staff self-service link is no longer valid.

How to fix it.

1. In the app, sign in again with your e-mail code.
2. At the till, sign the cashier in again.
3. Set the till computer's date, time and time zone to automatic.
4. If it keeps happening, check Settings → Tills that the till is still listed.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #), the till's name and the time.

What it means. The new waiter's PIN in the table ordering setup must be exactly 4 digits.

What may have happened. Fewer or more than 4 digits; a letter, space or symbol in the PIN.

How to fix it.

1. Open Settings → Table ordering, step Staff.
2. Type a PIN of 4 digits only, like 4821.
3. Continue. The waiter uses this PIN to sign in.
4. If you need no waiter, leave the waiter's name empty.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #).

What it means. One of the money boxes on the product form (price, cost, sale price or wholesale price) holds something the app cannot read as a number. The message names the box.

What may have happened. Letters or a currency sign typed in the box; two decimal points; a space or a stray character in the middle of the number.

How to fix it.

1. Look at the box the message names.
2. Type digits only, with at most one decimal point, like 1250 or 1250.50.
3. Leave the box empty if you have no value for it.
4. Save the product again.

Still stuck? Contact support from Help → Support. Quote the code from the help link's address (the part after #) and the product's name.

What it means. The receipt you want to void, or to take a return against, has already been voided. There is nothing left on it to undo.

What may have happened. Another cashier or a manager voided it a moment ago, on another till or in the app; Void was pressed twice; the receipt was open on your screen from before the void.

How to fix it.

1. Open Receipts and look the receipt up again: a voided receipt shows its VOID row.
2. If the money already went back to the customer with that void, there is nothing more to do.
3. If the void was a mistake, ring the sale up again as a new sale.

Still stuck? Contact support from Help → Support with the receipt number, the till's name and the time.

What it means. When you count a lot on the Lots page (Stock), the counted quantity is empty, is not a number, or is below zero.

What may have happened. The box was left empty; letters or a unit (like "kg" or "pcs") were typed with the number; a minus sign slipped in.

How to fix it.

1. Count what is really left of that lot on the shelf.
2. Type the quantity as digits only, like 12 or 12.5 for weighed goods.
3. Type 0 if nothing is left.
4. Save the count again.

Still stuck? Contact support from Help → Support. Quote the code from the help link's address (the part after #), the product and the lot.

What it means. The VAT or the service charge the till put on this receipt is not what the shop's settings say now. The server refused the receipt and the till has already taken the current settings.

What may have happened. A manager changed the VAT or the service charge in Settings → Selling while the cart was open; the till had been offline and used older settings.

How to fix it.

1. Price the receipt again: the till now has the shop's current settings.
2. Check the VAT and service lines before you take payment.
3. If they still look wrong, ask the owner or a manager to check Settings → Selling. Offline sales are kept and marked for the owner instead of refused.

Still stuck? Contact support from Help → Support with the till's name and the time.

What it means. Your change reached the server at the same moment as another one, or the thing you are changing is not in a state that allows it. Nothing was saved.

What may have happened. Two people saved the same thing at once; you moved a bill to a table that already has one; the bill is already fully paid in parts.

How to fix it.

1. Wait a few seconds and try once more.
2. Reload the page or the till's screen to see the latest state.
3. For a table: if the other table has a bill, merge the two instead; if every part is paid, close the bill.

Still stuck? If it keeps happening, contact support from Help → Support with the code after # in the help link, the page or till, and the time.

What it means. When you close a shift, the "Counted" box (the cash you counted in the drawer) is empty or is not a number, so the shift cannot be closed.

What may have happened. The box was cleared by mistake; a currency sign, letters or two decimal points were typed in it.

How to fix it.

1. Count the cash in the drawer.
2. On the shift's page (Shifts → the shift), type the amount as digits only, like 1520 or 1520.50.
3. Type 0 if the drawer is empty.
4. Close the shift again. The app then shows the difference between expected and counted.

Still stuck? Contact support from Help → Support with the till's name and the shift's opening time.

What it means. On the Catalogue updates page (Products) you pressed a button to apply or ignore changes, but no change was ticked.

What may have happened. The ticks were cleared when the page reloaded; you meant to tick a whole product but missed its boxes.

How to fix it.

1. Tick the box of each change you want: a new name, description, picture or barcode.
2. Press the button again.
3. Remember that prices, cost and stock are never changed by catalogue updates, so there is nothing to tick for them.

Still stuck? Contact support from Help → Support. Quote the code from the help link's address (the part after #).

What it means. You are adding a customer whose name is already used by another customer with a different phone number. Each name belongs to one customer, so the app will not overwrite the existing one (and their points or credit).

What may have happened. Two different people share the same name; the same person came back with a new phone number.

How to fix it.

1. If it is a different person, add something to the name to tell them apart. The Customers page suggests the name with the last four digits of the phone.
2. If it is the same person, choose the existing customer instead of adding a new one.
3. Save again.

Still stuck? Contact support from Help → Support with both names and the time.

What it means. The number given to this receipt, return, job order or deposit document is already used by another one in the same series. The server never gives two documents the same number and never renumbers one.

What may have happened. The till's own series (like T2-000123) fell behind the server, for example after the till was restored from an older copy; two devices use the same till's series.

How to fix it.

1. Try again: the till app takes the next free number by itself and usually fixes this unnoticed.
2. If it comes back on the same till, sell on another till for now.
3. Do not reinstall or reset the till while it has sales waiting to send.

Still stuck? Contact support from Help → Support with the till's name, the number shown and the time.

What it means. On Settings → Instalment settings, the central bank credit-and-discount rate must be a percentage a year from 0 to 100. What you typed is not.

What may have happened. A % sign or letters were typed; a comma was used as a decimal point; the number is above 100.

How to fix it.

1. Look up the rate published for the day of the sale.
2. Type it as a plain number, like 22.5.
3. Or leave the box empty: VAT is then charged on the whole instalment mark-up.
4. Save again.

Still stuck? Ask your tax adviser which rate to use, or contact support from Help → Support with the code after # in the help link.

What it means. On the "Ask your shop" page you sent many questions in a short time, so the app is asking you to slow down. The message says how many seconds to wait.

What may have happened. Several questions or buttons were pressed quickly one after another; more than one person on the same account is asking at the same time.

How to fix it.

1. Wait the number of seconds the message shows.
2. Ask the question again.
3. Use the answer's buttons (for a period or a branch) instead of typing many similar questions.

Still stuck? If you see this after asking only once, contact support from Help → Support with the time.

What it means. On Settings → Instalment settings you chose to treat the instalment mark-up as an exempt finance charge, but the confirmation box under it is not ticked. Without it, the mark-up keeps its VAT.

What may have happened. The box was missed; you changed the choice and saved straight away.

How to fix it.

1. Read the confirmation text under the choice.
2. Talk to your tax adviser if you are not sure. Charging VAT on the mark-up is the safe default.
3. If your adviser agrees it is an exempt finance charge, tick the box and save.
4. Otherwise choose to charge VAT on the mark-up and save.

Still stuck? Contact support from Help → Support with the code after # in the help link.

What it means. You tried to delete a supplier who still has a balance: the shop owes them money, or they owe the shop. A supplier can only be deleted when the balance is zero.

What may have happened. A delivery on account was not paid yet; a payment or a return to the supplier was not recorded.

How to fix it.

1. Open Suppliers and then the supplier to see the balance and its history.
2. Record the payment, or whatever settles the account, until the balance shows zero.
3. Delete the supplier again. The supplier's history stays in your records after the delete.

Still stuck? Contact support from Help → Support with the supplier's name and the balance shown.

What it means. A receipt that already has a return against it cannot be voided as a whole.

What may have happened. Part of the sale was returned earlier, on this till or another one; the customer now wants to give back the rest.

How to fix it.

1. Open Receipts and look the receipt up: its RETURN rows show what was already taken back.
2. Make a return of what is left instead of a void.
3. Give the customer the refund the return shows.

Still stuck? Contact support from Help → Support with the receipt number and the till's name.

What it means. The held order or table bill you are working on is no longer there: another till opened it, paid it, moved, merged or split it.

What may have happened. Two cashiers opened the same held order; the table was paid at another till; an online order was changed while it was open on a till.

How to fix it.

1. Refresh the list of held orders or tables on your till.
2. Look in Receipts to see if the order was already sold.
3. If it was not, ring the items up again.
4. Agree who handles each table. An offline sale of a held order that is gone is kept and marked for the owner, not lost.

Still stuck? Contact support from Help → Support with the held order's number and the time.

What it means. The app or the till sent something (a sale, a payment, a transfer) a second time under the same tag as before, but with different contents. To protect you from double sales, the server refuses it instead of guessing which one is right.

What may have happened. A page was sent again after going back and changing it; a till's queue of waiting sales was damaged.

How to fix it.

1. Reload the page and check (in Receipts, Stock or the customer's page) whether the first one went through.
2. Only if it did not, enter it again as new.
3. If the message comes from the till's waiting sales, do not reinstall or reset the till.

Still stuck? Contact support from Help → Support with the till's name and the time.

What it means. On an instalments page (taking a deposit, a customer's payment or paying credit back) the amount is empty, zero, or not a number.

What may have happened. The box was left empty; letters or a currency sign were typed with the amount.

How to fix it.

1. Type the amount as digits only, like 500 or 500.25.
2. Make sure it is more than zero.
3. Choose cash or card if the page asks.
4. Press the button again.

Still stuck? Contact support from Help → Support with the customer's name and the time.

What it means. A deposit, an instalment sale or a job order's deposit always belongs to a customer, and none was chosen.

What may have happened. The customer box was left empty; the customer was removed from the sale before payment; the customer is new and was not saved yet.

How to fix it.

1. Pick the customer from the list, or search by name or phone.
2. If they are new, add them first (Customers, or the till's customer button).
3. Try the deposit or the sale again.

Still stuck? Contact support from Help → Support with the page or till and the time.

What it means. An instalment sale, a deposit or a payment breaks one of the shop's instalment rules. The page usually shows the exact reason, like "The instalment plan is not complete" or "That is more than the deposit still holds".

What may have happened. More instalments than the shop allows; a first due date before the sale or more than a year away; a mark-up the settings do not allow; more paid now than the total; a deposit already used up.

How to fix it.

1. Read the reason shown and correct that part.
2. Check the limits in Settings → Instalment settings (owner or manager).
3. For a deposit, check what it still holds on the customer's instalments page.
4. Try again.

Still stuck? Contact support from Help → Support with the customer's name and the reason shown.

What it means. This shop has not switched on instalments and deposits, so the till and the app cannot sell on instalments or take deposits.

What may have happened. The feature was never switched on; someone switched it off in the settings.

How to fix it.

1. As the owner or a manager, open Settings → Instalment settings.
2. Switch on instalments and deposits and save.
3. Let the till reload its settings, then try again.
4. If the menu is not there at all, your plan may not include instalments: see the Billing page.

Still stuck? Contact support from Help → Support. Quote the code from the help link's address (the part after #).

What it means. On Settings → Instalment settings, the largest number of instalments a sale may have must be a whole number from 1 to 60.

What may have happened. The box was left empty; a decimal number, a word or a number above 60 was typed.

How to fix it.

1. Type a whole number from 1 to 60, like 12.
2. Save the settings again. Sales already on instalments keep their schedules.

Still stuck? Contact support from Help → Support. Quote the code from the help link's address (the part after #).

What it means. The till tried to pay part of a sale with points, but loyalty points are switched off for this branch.

What may have happened. A manager switched points off while the till had the old settings; the till was offline when the change was made.

How to fix it.

1. Take the points off the payment and finish the sale with cash or card.
2. If points should be on, the owner or a manager opens Settings → Loyalty points and turns them on.
3. If that page is missing, your plan may not include points: see the Billing page.

Still stuck? Contact support from Help → Support with the till's name and the time.

What it means. This action moves cash through a drawer, so the till needs an open shift, and it has none. It happens on sales, returns, voids, cash in and out, deposits and other cash payments.

What may have happened. The shift was closed from the Shifts page or another device while the till was still selling; shifts were just switched on in Settings → Features; the till's shift was closed while it was offline.

How to fix it.

1. Open a shift on the till and type the starting cash.
2. Try the action again.
3. Look at the Shifts page to see who closed the earlier shift. Sales the till made offline are kept even when their shift was closed meanwhile.

Still stuck? Contact support from Help → Support with the till's name and the time.

What it means. The customer does not have as many points as you tried to use, or a manager's adjustment would take their balance below zero.

What may have happened. The customer spent points at another till a moment ago; some points expired; the wrong customer is on the sale.

How to fix it.

1. Check the customer on the sale is the right one.
2. Use no more points than the balance the till shows.
3. To see why the balance changed, open Customers → the customer → points history.

Still stuck? Contact support from Help → Support with the customer's name and the time.

What it means. The shop lets points pay only up to a set share of a bill. You tried to use more points than that share allows. The till shows the share and the most points you can use.

What may have happened. The bill is small compared with the customer's points; a line or a discount changed the total after the points were added.

How to fix it.

1. Use the number of points the till offers as the most.
2. Pay the rest with cash or card.
3. To change the share, the owner or a manager opens Settings → Loyalty points ("Most of a bill payable with points").

Still stuck? Contact support from Help → Support with the till's name and the time.

What it means. A sale on account (to be paid later) cannot also be paid partly with points.

What may have happened. The cashier chose "on account" as the payment and then added points, or the other way round.

How to fix it.

1. To use points, take the rest of the payment in cash or card.
2. To sell on account, remove the points from the payment.
3. Finish the sale. The customer keeps the points they did not use.

Still stuck? Contact support from Help → Support with the till's name and the time.

What it means. The shop has a smallest number of points that can be used at one time, and you tried to use fewer. The till shows the minimum.

What may have happened. The customer has only a few points; the cashier typed a small number to round the bill.

How to fix it.

1. Use at least the minimum the till shows, if the customer has that many.
2. Or remove the points and let the customer collect more.
3. To change the minimum, the owner or a manager opens Settings → Loyalty points ("Fewest points per redemption").

Still stuck? Contact support from Help → Support with the till's name and the time.

What it means. Points belong to a customer, so they can only be used when a customer is chosen on the sale.

What may have happened. The customer was not added to the sale; the customer was removed after the points were added.

How to fix it.

1. Add the customer to the sale (search by name or phone).
2. Check the points balance the till shows.
3. Use the points again.

Still stuck? Contact support from Help → Support with the till's name and the time.

What it means. The money the till gave for the points is not what the shop's points rules say now. The server refused the sale rather than give the wrong discount.

What may have happened. A manager changed what a point is worth in Settings → Loyalty points while the till had the old value; the till had been offline for a while.

How to fix it.

1. Reload the till (or the Sell page) so it takes the current settings.
2. Add the points again and check the amount.
3. Finish the sale.

Still stuck? Contact support from Help → Support with the till's name and the time.

What it means. On a customer's points page, a manager's adjustment needs a number of points other than zero.

What may have happened. The points box was left empty or at 0.

How to fix it.

1. Type a positive number to add points, like 50.
2. Type a negative number to remove points, like -50.
3. Write the reason for the change.
4. Save again. A cut can never take the balance below zero.

Still stuck? Contact support from Help → Support with the customer's name and the time.

What it means. A line on the receipt has a price other than the product's price in Products, and the person selling has no right to sell at another price and no manager approved it.

What may have happened. The price was changed by hand at the till; the product's price changed while the till had the old one.

How to fix it.

1. Let the till refresh and price the receipt again.
2. If you meant to change the price, ask a manager to approve it at the till.
3. The owner or a manager can give the right "Sell at another price" in Team → the person → Rights. Offline sales are kept and marked for the owner instead of refused.

Still stuck? Contact support from Help → Support with the product and the time.

What it means. The promotions the till put on this receipt are not what the shop's offers allow now. The till has already taken the current offers.

What may have happened. An offer was changed, ended or added in Settings → Promotions while the cart was open; the till had been offline and used older offers.

How to fix it.

1. Price the receipt again: the till now has the current offers.
2. Check the discounts on the screen before you take payment.
3. If an offer looks wrong, ask the owner or a manager to check Settings → Promotions. Sales the till made offline are kept and marked for the owner instead of refused.

Still stuck? Contact support from Help → Support with the offer's name and the time.

What it means. A manager's change to a customer's points must say why, so the history explains it later.

What may have happened. The reason box was left empty.

How to fix it.

1. On the customer's points page, write a short reason, like "points moved from an old card" or "mistake on receipt T2-000123".
2. Check the number of points.
3. Save again.

Still stuck? Contact support from Help → Support with the customer's name and the time.

What it means. The number you opened is not a receipt of this shop in this branch.

What may have happened. A typo; the receipt was made on a till that was offline and has not sent its sales yet (offline receipts carry the till's own series, like T2-000123); it belongs to another branch; it was made on the desktop program, which the shop does not sync.

How to fix it.

1. Check the number on the paper receipt, including the letters before the dash (T2-…).
2. Pick the right branch with the branch picker at the top of the page.
3. If the till was offline, bring it online and let it send its sales.
4. Look the receipt up in Receipts by date.

Still stuck? Contact support from Help → Support with the number and the till's name.

What it means. The return names an original receipt the server cannot find as a sale in this branch.

What may have happened. A typo; the sale was made on a till that was offline and has not sent its sales yet; the sale belongs to another branch; the number is a return's, not a sale's; it is a desktop program receipt.

How to fix it.

1. Check the number on the paper receipt, including the letters before the dash (T2-…).
2. Make the return in the branch where the sale was made.
3. If the selling till was offline, bring it online and let it send its sales.
4. Find the sale in Receipts by date and start the return from there.

Still stuck? Contact support from Help → Support with the receipt number and the till's name.

What it means. You are returning more of an item than is left to return on the original receipt, counting the returns already made.

What may have happened. Part of it was returned earlier, maybe at another till; the wrong quantity was typed; the goods were bought on another receipt.

How to fix it.

1. Open the receipt in Receipts: its RETURN rows show what was already taken back.
2. Return only what is left.
3. If the customer has more items, find the receipt they were bought on. A till that was offline and took back goods another till already returned keeps that return; it is marked and the owner is told.

Still stuck? Contact support from Help → Support with the receipt number and the time.

What it means. The review link on Settings → Shop is not a web address, so it was not saved. The "rate us" QR prints only with a working link.

What may have happened. Words were typed instead of a link ("rate us on Google"); the link was pasted with a space or a line break inside; an e-mail or phone link was pasted; the address has no site name in it.

How to fix it.

1. In Google Business Profile, open "Ask for reviews" and copy the short link it shows (it starts with https://g.page/ or https://search.google.com/).
2. Paste the whole link in one piece; "https://" may be left out, the app adds it.
3. Save. To turn the QR off, empty the box and save.

Still stuck? Contact support from Help → Support. Quote the code from the help link's address (the part after #) and the link you tried to save.

What it means. The customer's receipt page offers "Request a return" and "Ask a question", but the shop has switched this one off, or returns are off for the shop.

What may have happened. The shop turned off return requests or questions from the receipt page in Settings → Shop; returns are switched off in Settings → Features; the page was open from before the change.

How to fix it.

1. A customer: contact the shop by phone or WhatsApp, or bring the receipt to the counter.
2. A shop owner: Settings → Shop, "The customer's receipt page": tick "Customers can request a return" or "Customers can ask a question"; returns must also be on in Settings → Features.
3. Reload the receipt page after the change.

Still stuck? Contact support from Help → Support. Quote the code from the help link's address (the part after #) and the receipt number.

What it means. A return can be asked from the receipt page only within the shop's return window (14 days after the sale unless the shop set another number). This receipt is older.

What may have happened. The sale is older than the window; the shop shortened the window since.

How to fix it.

1. A customer: you can still "Ask a question" on the same page, or bring the receipt to the shop and ask at the counter.
2. A shop owner: the window is Settings → Shop, "Return window (days)" (1 to 365). The counter can still make a return from the receipt as before.

Still stuck? Contact support from Help → Support. Quote the code from the help link's address (the part after #) and the receipt number.

What it means. A receipt takes one open return request and one open question at a time; the shop has not answered the one already sent.

What may have happened. The form was sent twice; an earlier request is still waiting for the shop, or was accepted and waits for the items.

How to fix it.

1. A customer: read the state under "Your requests" on the receipt page; the shop answers there. Once it is answered or declined, you can send a new one.
2. A shop owner: open the customer requests from the Sell page (the "Customer requests" button) and accept, decline or reply.

Still stuck? Contact support from Help → Support. Quote the code from the help link's address (the part after #) and the receipt number.

What it means. The customer's request was answered, declined or returned already (on another till or by another member of staff), so this action no longer applies.

What may have happened. Two tills answered the same request at once; the list on this till was older than the last change; the customer removed the request.

How to fix it.

1. Close the customer requests and open them again: the list shows what is still waiting.
2. To make a return the customer still wants, open the receipt from Receipts and use its return form.

Still stuck? Contact support from Help → Support. Quote the code from the help link's address (the part after #) and the receipt number.

What it means. A stock transfer moves goods from one branch to another, so the sending and receiving branches must be different.

What may have happened. The same branch was chosen in both boxes; the shop has only one branch so far.

How to fix it.

1. On Stock → Transfers, choose the sending branch and a different receiving branch.
2. If you have only one branch, the owner adds the second one in Settings → Branches first.
3. Send the transfer again.

Still stuck? Contact support from Help → Support. Quote the code from the help link's address (the part after #).

What it means. This till already has an open shift, so a second one cannot be opened. A till also cannot be moved to another branch while its shift is open.

What may have happened. Another cashier opened a shift on this till earlier; Open shift was pressed twice; you are moving the till in Settings → Branches.

How to fix it.

1. Look at the Shifts page: it lists the open shifts and who opened them.
2. Carry on selling in the open shift, or close it (count the cash) and open a new one.
3. To move a till to another branch, close its shift first, then move it.

Still stuck? Contact support from Help → Support with the till's name and the time.

What it means. When a bill is split between guests, there must be 2 to 50 parts, each above zero, and together they must make exactly the bill. The last part takes all that is still due.

What may have happened. The typed amounts add up to more or less than the bill; a part is zero; only one part was chosen; the last guest's amount is not what is left.

How to fix it.

1. Check the bill's total and what has already been paid.
2. Choose equal parts, or type amounts that add up exactly to the total.
3. For the last part, take what the till shows as still due.

Still stuck? Contact support from Help → Support with the table, the bill number and the time.

What it means. When splitting a bill by items, you asked to move more of a line than the bill has left unpaid, a quantity of zero, or a line the bill does not have (any more).

What may have happened. Part of that line was already paid or moved to another bill; the wrong quantity was typed; the bill changed on another till while the split window was open.

How to fix it.

1. Look at the bill: each line shows how much is left.
2. Choose a quantity above zero and no more than what is left.
3. Split again.

Still stuck? Contact support from Help → Support with the table, the bill number and the time.

What it means. You chose every item on the bill to move to a new bill. That is not a split, so the till refuses it.

What may have happened. All the quantities were ticked by mistake; the bill has only one guest's items.

How to fix it.

1. To pay the whole bill, just pay it as it is.
2. To move the whole bill to another table, use Move instead.
3. To split, leave at least part of one item on the original bill.

Still stuck? Contact support from Help → Support with the table, the bill number and the time.

What it means. You asked to split a bill by items but did not choose anything to move to the new bill.

What may have happened. No quantities were picked; the quantities were cleared before you pressed Split.

How to fix it.

1. Pick the items and the quantity of each that go on the new bill.
2. Leave the rest on the original bill.
3. Press Split again.

Still stuck? Contact support from Help → Support with the table, the bill number and the time.

What it means. You tried to move a bill to the table it is already on, or to merge a bill into itself.

What may have happened. The same table or bill was picked twice in the list.

How to fix it.

1. To move a bill, pick a different table.
2. To merge, pick the other bill you want to join this one to.
3. Try again. If the other table already has a bill, merge the two instead of moving.

Still stuck? Contact support from Help → Support with the tables, the bill numbers and the time.

What it means. Someone else changed the same thing (a product, a promotion, a table bill) since you opened it. To avoid wiping out their change, the server refused yours.

What may have happened. Two people edited the same product at the same time; a manager changed an offer on another device; a table bill was moved or changed on another till.

How to fix it.

1. Reload the page or the till's screen.
2. Look at what is there now: the other change may already be what you wanted.
3. Make your change again on the fresh copy and save.

Still stuck? Contact support from Help → Support. Quote the code from the help link's address (the part after #), the page and the time.

What it means. The app's stock count for an item is lower than you are selling or sending. A sale is refused only when the branch has "Block negative stock" ticked; a transfer is refused when the sending branch is short.

What may have happened. Goods arrived but were not received in Stock; another till sold the last ones; the last stock-take was off.

How to fix it.

1. Check the item in Stock.
2. Record goods that arrived in Stock → Receive, or correct the count with a stock-take.
3. Sell or send again.
4. To allow selling below zero, the owner unticks "Block negative stock" in Settings → Branches. Offline sales are never blocked for stock.

Still stuck? Contact support from Help → Support with the item and the branch.

What it means. The stamp card code you typed or scanned is not a card of this shop, or the link a customer opened does not match any card.

What may have happened. A typo in the code; the card belongs to another shop; the customer's link was copied only in part.

How to fix it.

1. Type the code again carefully, or scan it from the customer's phone.
2. Search for the customer by name or phone instead.
3. If the customer has no card yet, let them join from the shop's stamp card link or QR code.

Still stuck? Contact support from Help → Support with the code shown and the time.

What it means. The customer does not have enough stamps for the reward yet, or a manager's correction would take the card below empty.

What may have happened. Some stamps expired; a stamp was taken back by a return or a void; another till used the reward a moment ago.

How to fix it.

1. Look at the card: it shows how many stamps the customer has and how many are needed.
2. Give the reward only when the card is full.
3. For a correction, remove no more stamps than the card has.

Still stuck? Contact support from Help → Support with the customer's name and the time.

What it means. The stamp card is not switched on for this shop, so the till cannot stamp or give rewards, and customers cannot join.

What may have happened. It was never switched on; a manager switched it off; your plan does not include it.

How to fix it.

1. As the owner or a manager, open Settings → Stamp card.
2. Choose "Switch the stamp card on" and save.
3. Let the till reload its settings.
4. If the page is missing, see the Billing page for a plan that includes it.

Still stuck? Contact support from Help → Support. Quote the code from the help link's address (the part after #).

What it means. On the shop's stamp card page, the customer typed a mobile number the app does not recognise as a mobile number of the shop's country.

What may have happened. A digit is missing or extra; a landline number was typed; a foreign number was used.

How to fix it.

1. Type the mobile number again, digits only, without spaces.
2. Write it the way you would dial it locally.
3. Press Join again. If many tries were made, the page asks you to wait a little before trying again.

Still stuck? Ask the staff at the counter to add you as a customer, or contact the shop.

What it means. A manager's correction to a customer's stamp card must say why, so the history explains it later.

What may have happened. The reason box was left empty.

How to fix it.

1. Write a short reason, like "stamps moved from a paper card" or "stamped twice by mistake".
2. Check the number of stamps to add or remove.
3. Save again.

Still stuck? Contact support from Help → Support with the customer's name and the time.

What it means. You tried to take back a reward the customer used, but it is already linked to a receipt or was already taken back.

What may have happened. The sale with the reward was already finished; another person took the reward back a moment ago.

How to fix it.

1. Look at the customer's stamp card history to see where the reward went.
2. If the sale should not have had the reward, deal with it on that receipt (a return or a void).
3. If stamps need fixing, a manager makes a correction with a reason. A cashier can take back their own reward only shortly after giving it; later it needs a manager.

Still stuck? Contact support from Help → Support with the customer's name and the time.

What it means. The reward you are linking to this receipt is already linked to another receipt, or it was taken back.

What may have happened. The same reward was given twice, on two tills or twice on one; the reward was undone before the sale was finished.

How to fix it.

1. Look at the customer's stamp card history to see which receipt has the reward.
2. If the card is full again, use a new reward.
3. Otherwise finish this sale without the reward's discount.

Still stuck? Contact support from Help → Support with the customer's name and the receipt numbers.

What it means. The customer asked to add the stamp card to Apple Wallet or Google Wallet, but this server has no wallet keys set up, so no pass can be made. The card page itself still works, and the stamps are unchanged.

What may have happened. The wallet buttons were reached from an old link or a bookmark on a server where the passes were never set up; the server's Apple or Google keys were removed or could not be read at start-up.

How to fix it.

1. As the customer: keep using the card page; the cashier scans the code on it as before.
2. As the owner: nothing in the shop's settings turns this on — the passes are set up on the server once for every shop (the setup guide: wallet-passes-setup).
3. If the buttons used to show and now give this message, tell support: a key may have expired.

Still stuck? Contact support from Help → Support. Quote the code from the help link's address (the part after #).

What it means. The till or the app asked the server for everything that changed since it last looked, but it was away so long that the server no longer keeps those changes one by one. It has to load everything again.

What may have happened. The till was switched off or offline for a long time; a browser tab was left open for days.

How to fix it.

1. Reload the page in the app.
2. On the till, let it load the shop's data again; this happens by itself in most cases.
3. Check that prices and products look right before selling.

Still stuck? Contact support from Help → Support with the till's name and when it was last online.

What it means. The total the till worked out for this receipt is not the total the server gets from the same lines. The server refused it so the receipt and the books never disagree.

What may have happened. The till used older prices or settings; the till app is an old version; something on the receipt was changed after it was priced.

How to fix it.

1. Reload the till (or the Sell page) and price the receipt again.
2. Check the total on the screen before you take payment.
3. Update the till app if an update is offered.

Still stuck? Contact support from Help → Support with the till's name, the total shown and the time.

What it means. The branch sending the transfer does not have enough of one or more items. The message lists them.

What may have happened. Goods arrived in that branch but were not received in Stock; they were sold meanwhile; the quantity typed is too high.

How to fix it.

1. Check the listed items in the sending branch's Stock.
2. Lower the quantities, or remove the short items from the transfer.
3. If the goods are really on the shelf, record them in Stock → Receive or with a stock-take first.
4. Send the transfer again.

Still stuck? Contact support from Help → Support with the items and both branches.

What it means. The amount box was empty, was zero or less, or was not a number, so nothing was saved.

What may have happened. On Record a payment no customer was picked; the amount had a letter or a currency sign in it; the amount was 0 or negative (on Record a payment, Expenses or a supplier's Invoices & payments page).

How to fix it.

1. Type the amount as a plain number, like 150 or 75.50, without any sign or word.
2. On Record a payment, pick the customer from the list first.
3. Press Save again.

Still stuck? Contact support from Help → Support with the code (the part after # in the link), the page and the amount you typed.

What it means. On a product's Variants page you pressed the button to make the variants, but both value boxes were empty, so there was nothing to combine.

What may have happened. The values were typed in the name box ("Colour", "Size") instead of the values box; the box held only commas or spaces.

How to fix it.

1. In "Axis 1 values" type the choices separated by commas, for example Red, Blue, Green.
2. If the product has a second choice, type it in the second box, for example S, M, L.
3. Press the button again. The app makes one variant for every pair of values.
4. To add a single variant by hand, use the add-one form on the same page instead.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and the product's name.

What it means. Barcodes the app makes start with an in-store number (29, 28 … 20, or 04). Your scale labels already use every one of those starts, so no start is free.

What may have happened. A till's scale prefix is one digit, like 2, which covers 20 to 29, and another till or branch uses 0 or 04.

How to fix it.

1. Open the scale settings on each till that prints or reads scale labels.
2. Make the scale prefix two digits, for example 21 or 27, the same on every till.
3. Let the tills sync, then press Generate again on the product page or the Product list.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and the scale prefix each till shows.

What it means. You pressed the button to cancel the subscription on Billing → Payment, but the box "I understand selling stops after the last paid day" was not ticked. Nothing was cancelled.

What may have happened. The box was missed; the page was reloaded and the tick was lost.

How to fix it.

1. Read the note: after the last paid day the shop becomes read-only and the tills stop selling until it is paid again.
2. If you still want to cancel, tick the box and press the cancel button again.
3. If you changed your mind, just leave the page. Your subscription stays as it is.

Still stuck? Contact support from Help → Support with the code (the part after # in the link). Only the owner can cancel.

What it means. On Settings → Data you asked to delete the shop's account, but the box "I understand the account will be deleted" was not ticked. Nothing was requested.

What may have happened. The box was missed; the page was reloaded and the tick was lost.

How to fix it.

1. Before you go on, download your data from the same page if you may need it later.
2. Tick the box and press the delete button again.
3. If you change your mind afterwards, the same page lets you cancel the request while it is still waiting.

Still stuck? Contact support from Help → Support with the code (the part after # in the link). Only the owner can ask for the account to be deleted.

What it means. Each barcode can belong to one product only. The barcode you typed or scanned, or a variant's or a carton's barcode, is already on another product, so the product was not saved.

What may have happened. The same item was added twice; a variant got its main product's barcode; the carton barcode is the same as a piece's; a till or a sync from the desktop program sent a barcode already in use (the barcode is left out).

How to fix it.

1. Read the name in brackets after the message: that product already has the barcode.
2. Open it on the Product list and decide which of the two is right.
3. Change the barcode on the wrong one, then save the other again.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and the barcode.

What it means. Two products cannot have the same name. Capital letters, extra spaces and some letter forms do not count as a difference, so "Cola 1L" and "cola 1l" are the same name.

What may have happened. The product is already on the list; a variant label repeats another product's name; two people added the same product at once. The same check stops two suppliers, or two team members, with one name.

How to fix it.

1. Search the Product list for the name; open the product that is already there instead of adding a new one.
2. If they really are different items, make the name tell them apart, for example add the size or the flavour.
3. Save again.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and the name you typed.

What it means. On a product's Sizes & add-ons page none of the groups had an option the app could read, so nothing was saved.

What may have happened. The options box held only prices (like =5) with no option name; it held only the | sign or spaces; the group name was typed but the options were left empty.

How to fix it.

1. Give each group a name, for example Size.
2. In its options box, type the options separated by |, with an extra price after = when there is one: Small | Medium=5 | Large=10.
3. Tick "pick any" only when the customer may choose more than one option.
4. Save, then check the preview under the form.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and what you typed.

What it means. The name box was empty. A product cannot be saved without a name, and the shop cannot be set up without the shop's name.

What may have happened. On the New product or Edit product page the name was left empty or held only spaces; on Set up your shop the shop name was left empty.

How to fix it.

1. Type the product's name as you want it on the receipt and the till's buttons.
2. On Set up your shop, type the shop's name as it should appear at the top of the receipts.
3. Press Save again; the rest of what you typed is still in the form.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and the page you were on.

What it means. On Receive or Transfers you pressed Save, but every product box was empty, so there was nothing to book.

What may have happened. The products were typed in the note instead of the product boxes; the page was reloaded and the lines were lost; the scanner typed into another box.

How to fix it.

1. Click the first product box and type or scan the product.
2. Type how many came in (or are moving) on the same line.
3. Add the other products on the next lines, then press Save once.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and the page you were on.

What it means. The page was opened for a product or a purchase order the app cannot find in this shop.

What may have happened. The product or the order was deleted; the link was copied from another shop or another branch; the address was typed with a mistake; the recipe page was opened for a main product that has variants (the recipe page works on the variants themselves).

How to fix it.

1. Go back to the Product list (or Purchase orders) and open the item from there.
2. Check the branch picker at the top: you may be looking at another branch.
3. For a product with variants, open the variant and then its recipe.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and the page's address.

What it means. The logo for your online pages must be 64 KB or less. The file you picked is bigger, so it was not uploaded.

What may have happened. A photo straight from a phone or a large picture was picked.

How to fix it.

1. Make the logo smaller: about 300 pixels wide is plenty.
2. Save it as PNG, JPEG or WEBP; a free online image compressor can make it lighter.
3. On Settings → Online pick the new file and upload it again.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and the file's size.

What it means. On Price levels, the box that fills the wholesale price from the retail price by a percent was empty or was not a number. No prices were changed.

What may have happened. The % sign or a word was typed with the number; the box was left empty.

How to fix it.

1. Type just the number: 10 for ten percent above retail, -5 for five percent below.
2. Use a point for a fraction, like 7.5 (a comma is read as a thousands mark, so 7,5 becomes 75).
3. Pick the rounding you want and press Fill again. It changes the wholesale price of every product.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and what you typed.

What it means. You pasted a supplier's list on Purchase orders, but none of its lines named a product your shop has, so the form was not filled.

What may have happened. The list names products by the supplier's own codes or names; the barcodes in the list differ from yours; the columns are in another order; a heading row only was pasted.

How to fix it.

1. Make each line read: barcode, id or exact name; quantity; cost. For example: the barcode, 12, 9.50.
2. Use the barcode where you can; names must match your Product list exactly.
3. Write 3p for three packs.
4. Paste again and press Read the list.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and two lines of the list.

What it means. On a purchase order you pressed Receive delivery, but no line had a quantity in the Now column.

What may have happened. The quantities were left empty or at 0; they were typed in the cost or expiry box; the page was reloaded and lost them.

How to fix it.

1. In the Now column, type how many of each product came in this delivery.
2. Leave a line empty if that product did not come; it stays outstanding.
3. Press Receive delivery again.
4. If nothing more will come, use Close order instead.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and the order number.

What it means. The order was not saved because it had no product with a quantity.

What may have happened. On Purchase orders all product boxes were empty; on Reorder every suggested quantity was cleared or set to 0 and no extra item was added.

How to fix it.

1. Type or scan at least one product and type how many to order (or how many packs).
2. On Reorder, keep a quantity above 0 on the lines you want, or add an item at the bottom.
3. Press Save order again.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and the supplier's name.

What it means. A purchase order is always to one supplier, and none was picked.

What may have happened. The supplier list was left on "pick a supplier…"; the supplier is new and is not on the list yet; on Reorder the supplier group had no supplier.

How to fix it.

1. Pick the supplier from the list at the top of the form.
2. If the supplier is new, type the name (and phone) in the new supplier boxes; the app adds them for you.
3. On Reorder, give the products a supplier, or pick one for this order.
4. Save the order again.

Still stuck? Contact support from Help → Support with the code (the part after # in the link).

What it means. On Price levels, the wholesale price you saved for one product was empty or was not a number, so it was not changed.

What may have happened. The box was cleared before saving; a currency sign or a word was typed with the price; two points were typed.

How to fix it.

1. Type the wholesale price as a plain number, like 45 or 44.75.
2. Press Save on that product's line again.
3. To set many products at once, use the fill by percent box at the top instead.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and the product's name.

What it means. Your plan holds a set number of products, and adding these would pass it. The message shows how many the plan holds and how many you have. Nothing was added.

What may have happened. You added products one by one, by import, from the catalogue picker or by sync; variants count as products too; an import added rows until the plan was full and skipped the rest.

How to fix it.

1. Delete products you no longer sell; deleted products do not count.
2. Or upgrade to a higher plan on the Billing page (the owner or a manager).
3. Then add the products again, or import only the skipped rows.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and the numbers in the message.

What it means. A product box named something the app could not match to one of your products. The message shows what was typed.

What may have happened. A typo; a partial name that fits more than one product; the main product of a group with variants was typed; a barcode that is on no product; the product was deleted.

How to fix it.

1. Pick the product from the list that opens as you type, or scan its barcode.
2. Type the full name exactly as on the Product list, or enough of it to fit only one product.
3. For products with variants, pick the variant itself, for example the red shirt in size M, not the shirt.
4. Save again.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and what you typed.

What it means. A quantity box was empty, was not a number, or was 0 where a quantity is needed. The message names the product when it can.

What may have happened. On Receive or Purchase orders a product had neither pieces nor packs; on Transfers the quantity was 0; on Current stock the new stock was not a number; a return on a receipt had no quantity on any line; on Reorder an added item had no quantity.

How to fix it.

1. Type the quantity of the product the message names as a number, like 12 or 2.5.
2. On a return, type how many come back on each returned line.
3. Clear any line you do not need, then save again.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and the page you were on.

What it means. On Prepare, the batch was not booked because no prepared item was picked or the units made were empty, 0 or not a number.

What may have happened. The item list was left empty; the units box was empty or had a word in it; a negative number was typed.

How to fix it.

1. Pick the prepared item (the one with a recipe) from the list.
2. In "Units made" type how many came out of this batch, like 20 or 2.5.
3. Press the button again. The app takes the ingredients out of stock for you.
4. To remove spoiled items, use Waste instead.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and the item's name.

What it means. On a product's Recipe page, an ingredient line has no quantity, or the quantity is 0 or not a number. The message names the ingredient. The recipe was not saved.

What may have happened. The ingredient was picked but the quantity was left empty; a unit was typed in the quantity box (like 200g); a word was typed instead of a number.

How to fix it.

1. Find the ingredient the message names.
2. Type only the number in the quantity box, like 200 or 0.25.
3. Pick the unit (g, kg, ml, piece…) in the unit box next to it.
4. Clear any line you do not need, then save.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and the product's name.

What it means. A recipe names an ingredient the app cannot find, so the recipe was not saved.

What may have happened. A typo in the ingredient's name; the ingredient is not a product of the shop yet; it was deleted; a size or add-on row changes an ingredient that is not in the main recipe.

How to fix it.

1. Pick each ingredient from the list that opens as you type, or scan its barcode.
2. If it is missing, add it first as a product on the Product list, then come back.
3. For size and add-on rows, add the ingredient to the main recipe first.
4. Save the recipe again.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and the ingredient's name.

What it means. You pressed the button to add or print, but no product was chosen.

What may have happened. On the Catalogue picker no product was ticked; on Labels every label count was left at 0 or empty; a new search cleared the ticks.

How to fix it.

1. On the Catalogue picker, tick the products you want to add, then press add.
2. On Labels, type how many labels you want next to each product.
3. Press the button again.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and the page you were on.

What it means. Each branch can have only one stock-take open at a time. One is already open in this branch, so a new one was not started.

What may have happened. Someone opened a stock-take earlier and did not apply or cancel it; it was opened from another phone or tab; you are in a different branch than you think.

How to fix it.

1. Go to Stock-take; the open one shows who opened it and when.
2. Continue counting in that one, then apply it.
3. If it was opened by mistake, cancel it, then start a new one.
4. Check the branch picker at the top of the page.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and the branch's name.

What it means. On Waste, the quantity was empty, 0 or not a number. The message names the product. Nothing was written off.

What may have happened. The quantity box was left empty; a unit or a word was typed with the number; a negative number was typed.

How to fix it.

1. Type how much was thrown away as a plain number, like 3 or 0.5.
2. Pick the reason (spoiled, dropped, expired or other) and add a note if it helps.
3. Press the button again.
4. To correct stock that was counted wrong, use Current stock or a stock-take instead.

Still stuck? Contact support from Help → Support with the code (the part after # in the link) and the product's name.

What it means. The server could not read the file you sent as a picture. It takes JPEG, PNG and WebP pictures only.

What may have happened. The file is another kind, such as a phone's HEIC photo, a GIF or a PDF; the file is damaged or did not finish downloading; the picture is extremely large in pixels (above about 40 megapixels).

How to fix it.

1. Save or export the picture as JPEG or PNG. On an iPhone, share it as "Most Compatible" or take a screenshot of it.
2. Crop or shrink a very wide or very large picture.
3. Upload it again.

Still stuck? Contact support from Help → Support with the code after # in the help link, the page and the file's type.

What it means. On Products → Bulk edit & price change, the app could not work out the new prices to show you. Nothing has been changed.

What may have happened. The number typed is one no price can take (a huge number, or −100 % or less without ticking the box that lets prices become zero); the connection dropped; you were signed out.

How to fix it.

1. Read the text after the dash in the red line: it says what went wrong.
2. Type a sensible percent (like 10 or −5) or amount.
3. Check your connection, refresh and press "Show the preview" again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the numbers you typed.

What it means. On Settings → Data you picked a file that is a list of products (a CSV or Excel sheet), not the full copy of the desktop program or of the app. This page only brings in full copies.

What may have happened. You picked the wrong file in the folder; you meant to bring in your products only.

How to fix it.

1. To bring in a product list, open Products → Import & export and upload the same file there.
2. To bring in everything from the desktop program, make a full copy (backup) in the desktop program and upload that file on Settings → Data instead.

Still stuck? Contact support from Help → Support with the code after # in the help link and the name of the file you picked.

What it means. On Settings → Bring your data, the file you sent has nothing in it, or no file was picked before you pressed the button.

What may have happened. You pressed the button before choosing a file; the file was saved empty; it was still being downloaded or copied when you picked it; a cloud folder (like a synced drive) had not finished bringing the file to this computer.

How to fix it.

1. Open the file on your computer to check it really has your rows in it.
2. If it is empty, save or export it again from the program it came from.
3. Pick the file again and press the button once.

Still stuck? Contact support from Help → Support with the code after # in the help link and the file's name.

What it means. You were asked whether to bring in just the products of a backup file, and the app no longer holds that file when you said yes. Nothing was imported.

What may have happened. More than 15 minutes passed between the question and your answer; the button was pressed twice; the server restarted in between; several large imports were waiting at the same moment.

How to fix it.

1. On Products → Import & export, pick the same file again.
2. Press «Import».
3. When the question appears, answer it straight away.

Still stuck? Contact support from Help → Support with the code after # in the help link, the file's name and when you tried.

What it means. On Products → Import & export, a product list (CSV, text or Excel) can be at most 6 MB. A full backup file may be larger, a plain list cannot.

What may have happened. The list has very many rows or columns; it was exported with columns you do not need; it is a CSV, which is much bigger than the same sheet saved as Excel.

How to fix it.

1. Remove the columns you do not need.
2. Save it as an Excel workbook (.xlsx), which is usually much smaller.
3. If it is still too big, split it into several files (one import takes up to 5,000 rows) and import them in turn.

Still stuck? Contact support from Help → Support with the code after # in the help link and the file's size.

What it means. On Settings → Data or Products → Import & export, no file was picked, the file is empty, or it has no product rows the app could use.

What may have happened. The button was pressed before choosing a file; the file was saved empty or was still downloading; the sheet has headings but no rows, or no column for the product's name.

How to fix it.

1. Press the file button, pick the file, then press the import button.
2. Open the file on your computer to check it has rows in it.
3. For a product list, make sure one column holds the product names. Settings → Bring your data offers an empty template.

Still stuck? Contact support from Help → Support with the code after # in the help link and the file's name.

What it means. On Products → Import & export, the app could not open the file at all. Nothing was imported. The text after "Import failed:" says more.

What may have happened. The file is damaged or was cut short while downloading; it is protected with a password; it is a zipped file the app could not unpack.

How to fix it.

1. Open the file on your computer to check that it opens and shows your products.
2. Remove any password from it.
3. Save it again as an Excel workbook (.xlsx) or as "CSV UTF-8".
4. Import the new file.

Still stuck? Contact support from Help → Support with the code after # in the help link and the words after "Import failed:".

What it means. Another import for your shop is still working. Only one import, or undo of an import, can run at a time.

What may have happened. Someone started a full copy on Settings → Data, or an import or its undo on Settings → Bring your data, and it has not finished.

How to fix it.

1. Open Settings → Data or Settings → Bring your data and look at the latest import's status.
2. Wait until it says it is done, then try again. A large file can take several minutes.
3. If the status has not moved for more than 15 minutes, refresh the page and try again.

Still stuck? Contact support from Help → Support with the code after # in the help link and when the first import started.

What it means. On Settings → Data, the full copy you picked is larger than the 48 MB the app takes in one upload. Nothing was imported.

What may have happened. The copy holds many years of sales or many pictures; you picked a different, larger file by mistake (for example a whole zipped folder).

How to fix it.

1. Check that the file is the desktop program's full copy (backup) and not a larger folder or archive.
2. If you only need your products, bring them in on Products → Import & export instead.
3. If the right copy is simply too large, contact support: we can help bring it in.

Still stuck? Contact support from Help → Support with the code after # in the help link and the file's size.

What it means. Every shop has room for a certain amount of pictures, set by its plan. This picture would go over that room, so it was not saved.

What may have happened. Many products, or offers on the restaurant screens, already have pictures; pictures of products you no longer sell are still kept.

How to fix it.

1. A product's page shows "Picture space": how much is used of how much.
2. Remove pictures you do not need. A picture several products share frees space only when none of them shows it.
3. Reuse one picture file for similar products: the same picture is stored only once.
4. For more room, the owner or a manager can upgrade on the Billing page.

Still stuck? Contact support from Help → Support with the code after # in the help link.

What it means. Your changes to the product were saved, but the picture was refused because the server could not read it. It takes JPEG, PNG and WebP pictures only.

What may have happened. The file is another kind, such as a phone's HEIC photo, a GIF or a PDF; the file is damaged; the picture is extremely large in pixels (above about 40 megapixels).

How to fix it.

1. Save or export the picture as JPEG or PNG (on an iPhone, share it as "Most Compatible" or take a screenshot).
2. Crop or shrink a very large picture.
3. Open the product again and choose the new picture.
4. Press Save.

Still stuck? Contact support from Help → Support with the code after # in the help link, the product's name and the file's type.

What it means. Your changes to the product were saved, but the picture was not, because your plan's picture space is full.

What may have happened. Many products, or offers on the restaurant screens, already have pictures; pictures of products you no longer sell are still kept.

How to fix it.

1. Look at "Picture space" on the product's page to see how much is used.
2. Remove pictures you do not need from other products. A picture shared by several products frees space only when none of them shows it.
3. Open this product again and choose the picture.
4. For more room, the owner or a manager can upgrade on the Billing page.

Still stuck? Contact support from Help → Support with the code after # in the help link and the picture space shown.

What it means. Your changes to the product were saved, but sending its picture failed for a reason other than the file or the space.

What may have happened. The connection dropped while the picture was uploading; the server was busy for a moment; someone changed the same product at the same moment; your rights to edit products were changed; the shop is read-only because the subscription is not paid.

How to fix it.

1. Check your connection.
2. Open the product again; it shows your saved changes.
3. Choose the picture again and press Save.
4. If the page says the shop is read-only, the owner can pay on the Billing page.

Still stuck? Contact support from Help → Support with the code after # in the help link, the product's name and when it happened.

What it means. Your changes to the product were saved, but the picture file is bigger than the 5 MB the app takes, so it was not sent.

What may have happened. It is a full-size photo from a good camera or phone; a scan saved at very high quality; a photo saved as PNG, which is often much bigger than JPEG.

How to fix it.

1. Shrink the picture with your photo app, or send it to yourself through a chat app. A long side of 1200 pixels is plenty: the app shrinks it to that anyway.
2. Save photos as JPEG rather than PNG.
3. Open the product again, choose the smaller picture and press Save.

Still stuck? Contact support from Help → Support with the code after # in the help link and the file's size.

What it means. The picture file is bigger than the 5 MB the server takes, so it was not saved.

What may have happened. It is a full-size photo straight from a camera or a phone; a scan saved at a very high quality; a photo saved as PNG, which is often much bigger than JPEG.

How to fix it.

1. Shrink the picture with your phone or computer's photo app, or send it to yourself through a chat app, which shrinks it.
2. A long side of 1200 pixels is plenty: the app shrinks every picture to that size anyway.
3. Save photos as JPEG rather than PNG.
4. Upload the smaller picture again.

Still stuck? Contact support from Help → Support with the code after # in the help link, the page and the file's size.

What it means. On Inventory → Reorder you pressed "Send on WhatsApp", but the app has no number to send this supplier's order to.

What may have happened. The supplier's terms have no WhatsApp number and the supplier's card has no phone; the number saved is too short or incomplete.

How to fix it.

1. Type the supplier's full WhatsApp number in Settings → Reorder and expiry → Supplier terms, or a phone number on the supplier's card under Suppliers.
2. Go back to Inventory → Reorder and press "Send on WhatsApp" again.
3. Meanwhile you can print the order, save it as a file, or e-mail it.

Still stuck? Contact support from Help → Support with the code after # in the help link and the supplier's name.

What it means. The sale takes stock from a lot whose expiry date has passed, and your shop is set to block such sales. The sale was not made.

What may have happened. The pack really is past its date; the pack is fresh, but the records still hold an older, expired lot (sales take the first-expiring lot first).

How to fix it.

1. Check the date on the pack. If it has expired, take it off the shelf.
2. If the pack is fresh, write off or return the expired lot on Inventory → Expiry control, then sell again.
3. A manager can change "An expired lot at the till" in Settings → Reorder and expiry.

Still stuck? Contact support from Help → Support with the code after # in the help link and the product's name.

What it means. Expiry control follows each delivery's own expiry date, which needs lots. Lots are switched off for your shop, so expiry control cannot be switched on.

What may have happened. Lots were never switched on; someone switched them off; your plan does not include lots.

How to fix it.

1. Ask the owner to open Settings → Features and switch on lots (every delivery becomes a lot with its own expiry).
2. If lots cannot be ticked because of the plan, the owner or a manager can upgrade on the Billing page.
3. Go back to Settings → Reorder and expiry and switch on expiry control.
4. Receive new deliveries with their expiry dates so the lots start to fill in.

Still stuck? Contact support from Help → Support with the code after # in the help link.

What it means. You pressed "E-mail" to send an order to a supplier on Inventory → Reorder, but no e-mail address is saved for that supplier.

What may have happened. The supplier's terms were never filled in; the address was cleared; the order is for a different supplier from the one you set up.

How to fix it.

1. Open Settings → Reorder and expiry → Supplier terms.
2. Type the supplier's e-mail address and save.
3. Go back to Inventory → Reorder and press "E-mail" again.
4. Meanwhile you can print the order, save it as a file, or send it on WhatsApp.

Still stuck? Contact support from Help → Support with the code after # in the help link and the supplier's name.

What it means. On Inventory → Expiry control you asked to write off or return lots, but none of the lots picked still has stock. Nothing was changed.

What may have happened. No lot was ticked; the lots were already written off or returned, by someone else or by a second press of the button; the stock was sold meanwhile; the lots are not ones this supplier takes back.

How to fix it.

1. Refresh the page so the list shows the stock as it is now.
2. Tick the lots you want, or use "Write off expired" for every expired lot.
3. For a return, pick the supplier first, then the lots shown for them.

Still stuck? Contact support from Help → Support with the code after # in the help link and the products involved.

What it means. Smart reorder or expiry control is switched off for your shop, so its page has nothing to show and cannot act.

What may have happened. It was never switched on; an owner or manager switched it off.

How to fix it.

1. Ask the owner or a manager to open Settings → Reorder and expiry.
2. Tick "Smart reorder" or "Expiry control" and save. Expiry control also needs lots (Settings → Features).
3. If the settings page says your plan does not include it, the owner or a manager can upgrade on the Billing page.
4. Open Inventory → Reorder or Inventory → Expiry control again.

Still stuck? Contact support from Help → Support with the code after # in the help link.

What it means. The shared catalogue, and the updates it offers for your products, are for shops that share their own product list with it. Your shop has switched sharing off.

What may have happened. The owner unticked sharing in Settings → Integrations; you then opened Products → Catalogue picker or Catalogue updates, or a till asked for the catalogue.

How to fix it.

1. Ask the owner to open Settings → Integrations.
2. Tick "Share my products in the shared catalogue" and save. Only names, barcodes and categories are shared, never prices.
3. Open the catalogue again.
4. If you prefer not to share, add products by hand or on Products → Import & export.

Still stuck? Contact support from Help → Support with the code after # in the help link.

What it means. On Inventory → Roast, grind and pack, a batch needs the item you start from (what goes in), and none was picked.

What may have happened. The "Goes in" box was left empty; the item typed is not in your product list; the item was removed or renamed since the page was opened.

How to fix it.

1. In "Goes in", pick the item you start from (for example green coffee or a whole carcass) from the list.
2. Check it still exists on Products.
3. Fill in the quantity and what comes out, then press the preview again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the items of the batch.

What it means. On Inventory → Roast, grind and pack, a batch needs at least one item it makes, and at most 10.

What may have happened. No "Comes out" line was filled in; more than 10 items were added; an item made was removed from your products since the page was opened.

How to fix it.

1. Under "Comes out", pick each item the batch makes and its quantity.
2. Keep to 10 items or fewer; split a bigger job into two batches.
3. Check every item made still exists on Products.
4. Press the preview again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the items of the batch.

What it means. A quantity on Inventory → Roast, grind and pack is empty, zero or not a number. This covers what goes in, every item made, and the quantity taken off under "Shrinkage and evaporation".

What may have happened. A box was left empty; a letter or a unit was typed in a number box; a comma or an extra dot made the number unreadable.

How to fix it.

1. Type a number above zero in each quantity box, in the item's own unit (for example 2.5 for 2.5 kg).
2. Use digits and one decimal point only.
3. Remove lines you do not need instead of leaving them at zero.
4. Press the button again.

Still stuck? Contact support from Help → Support with the code after # in the help link and what you typed.

What it means. On Inventory → Roast, grind and pack, one of the items made is the same item that goes in. A batch turns one item into other items.

What may have happened. The same product was picked in "Goes in" and "Comes out" by mistake; the raw and the finished item are one product in your list.

How to fix it.

1. Change the "Comes out" line that repeats the item that goes in.
2. If the raw and the finished item are one product today, add a separate product for the finished one on Products.
3. To record a plain loss of weight (drying, trimming), use "Shrinkage and evaporation" on the same page.

Still stuck? Contact support from Help → Support with the code after # in the help link and the batch's items.

What it means. A part of a blend has no amount, an amount of zero, or one so small it rounds to nothing. The message names the part.

What may have happened. A part's box was left empty; a percent or amount was typed as 0; a tiny amount was typed in a large unit (for example 0.0001 kg).

How to fix it.

1. Find the part the message names.
2. Type an amount above zero, or remove the part if it is not needed.
3. For very small amounts, use a small unit (grams or millilitres).
4. Save the blend, or add it to the sale, again.

Still stuck? Contact support from Help → Support with the code after # in the help link, the blend's name and its parts.

What it means. The blend names a container (a bottle, a jar) that is not in your shop's list of containers. The message names it.

What may have happened. The container was removed or renamed in Settings → Weight and volume after the formula was saved; the till has not received the latest settings yet.

How to fix it.

1. Ask an owner or manager to add the container back in Settings → Weight and volume → Containers and their tare, or pick another container for this blend.
2. Save the formula again on Inventory → Blends and formulas.
3. On a till, wait until it is online and has synced, then try again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the container's name.

What it means. A blend or formula has no parts, so there is nothing to mix or sell.

What may have happened. No product was picked in any part line; the parts were removed; the products picked were not saved because their lines were left half-filled.

How to fix it.

1. Add a part line and pick a product sold by weight or volume.
2. Give it an amount or a percent.
3. Add the other parts the same way.
4. Save the blend, or add it to the sale, again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the blend's name.

What it means. A blend or formula can hold up to 20 parts. This one has more.

What may have happened. The same product was added more than once; extra empty-looking lines still hold a product; the recipe is really two blends in one.

How to fix it.

1. Look for the same product added twice and join those lines into one amount.
2. Remove lines you do not need.
3. If the recipe truly needs more than 20 parts, make a house blend of some parts first and use it as one part.
4. Save again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the blend's name.

What it means. In a blend made by percentages, every part needs a percent above zero and together they must make exactly 100 %. The message shows the total now.

What may have happened. One part was left at 0 or empty; a typing slip (like 35 instead of 25); a part was added or removed without changing the others.

How to fix it.

1. Add up the percentages and compare with the total in the message.
2. Correct the parts so they make 100.
3. Give every part a percent, or remove the parts you do not use.
4. Save again, or switch to amounts (grams, millilitres) if that is easier.

Still stuck? Contact support from Help → Support with the code after # in the help link and the parts with their percentages.

What it means. A part of the blend points to a product that no longer exists or is switched off (not active).

What may have happened. The product was deleted or hidden on Products after the formula was saved; it was replaced by a new product with the same name; the till has not received the latest product list yet.

How to fix it.

1. On Products, find the part and switch it back on, if you still sell it.
2. Otherwise, open Inventory → Blends and formulas, change that part to the current product and save.
3. On a till, wait until it is online and has synced, then try again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the blend's name.

What it means. A blend needs its total size as a weight or a volume (for example 250 g or 50 ml).

What may have happened. The size box is empty or 0; a unit such as pieces was chosen; at the till, millilitres were asked of a formula saved in grams.

How to fix it.

1. Type a size above zero in a weight unit (g, kg), a volume unit (ml, l) or one of your own units.
2. At the till, ask for the formula in the kind of unit it was saved in.
3. Save, or add it to the sale, again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the formula's name.

What it means. A part of the blend cannot be measured the way the blend asks. The message names the part.

What may have happened. The product is not marked "Sold by weight" or has no weight or volume unit; millilitres were given for a product sold by the kilo, or grams for one sold by the litre.

How to fix it.

1. On the product's page, tick "Sold by weight" and give it a unit such as kg, g, ml or l.
2. Give the part's amount in the same kind of unit as the product: a weight for a weighed item, a volume for a liquid.
3. Save the blend, or add it to the sale, again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the part's name.

What it means. Nothing usable was typed in the quantity box for a weighed or measured item, or no item was picked.

What may have happened. The box was empty or 0; only a unit word was typed with a zero; on Inventory → Weighed labels, no item was chosen.

How to fix it.

1. Pick the item first.
2. Type the quantity with its unit, for example "250 g", "1.5 kg" or "0.5 l".
3. Or type an amount of money followed by your currency's name to sell that much worth, or "3 pcs" for pieces.
4. Press Enter or the add button again.

Still stuck? Contact support from Help → Support with the code after # in the help link and exactly what you typed.

What it means. The till app was asked for a saved blend formula it does not have.

What may have happened. The formula was saved on another till or in the app, and this till has not synced since; the till is offline; the formula was archived.

How to fix it.

1. Check that the till is online and give it a moment to sync.
2. Open the customer's formulas again and pick it from the list.
3. If it was archived, a manager can make it again on Inventory → Blends and formulas.
4. Meanwhile, build the blend by hand at the till.

Still stuck? Contact support from Help → Support with the code after # in the help link, the formula's name and the till's name.

What it means. A blend formula needs a name so you can find it again; the name box is empty.

What may have happened. The name was left out; only spaces were typed.

How to fix it.

1. Type a short name in the name box, for example "House blend" or the customer's own name for it.
2. Check the parts and amounts.
3. Save again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the page or till you used.

What it means. A label from a label-printing scale was scanned, but its last digit (the check digit) does not match. The till did not trust the reading.

What may have happened. The scanner misread a creased, wet, faded or curved label; the label was printed badly; the code was typed by hand with a slip.

How to fix it.

1. Flatten the label and scan it again, slowly and straight.
2. If it still fails, type the weight by hand for that item.
3. If every label from one scale fails, ask a manager to check the layouts ticked in Settings → Weight and volume → Scale labels the tills read.

Still stuck? Contact support from Help → Support with the code after # in the help link and the label's 13 digits.

What it means. The scale label was read, but no active product has its item code (PLU) in its barcode field.

What may have happened. The product's short item code was never typed in its barcode field; the scale and the app hold different codes; the product is switched off; the layout ticked reads a different number of item digits.

How to fix it.

1. Find the item's code (PLU) on the scale.
2. On Products, type that code, digits only, in the product's barcode field; check it is active.
3. Check that the layout in Settings → Weight and volume matches your scale.
4. Let the till sync, then scan again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the label's digits.

What it means. To print a weighed label, the item needs a short item code (PLU, digits only) in its barcode field. This item has none.

What may have happened. The barcode field is empty; it holds a full 13-digit product barcode instead of a short item code.

How to fix it.

1. On Products, open the item.
2. In its barcode field, type a short code of digits only (for example 1234), the same one your scale uses for it if you have a scale.
3. Save, then go back to Inventory → Weighed labels and print again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the item's name.

What it means. The item's code in its barcode field cannot be printed in your label layout: it has letters or signs, or it is longer than the layout's item digits.

What may have happened. The code holds a letter, a space or a dash; the code has 6 digits but the layout for your labels has room for 4 or 5.

How to fix it.

1. On Products, make the item's barcode field digits only.
2. Keep it as short as the layout allows (the layout shows one I for each item digit).
3. Or ask a manager to pick another layout under "Our labels" in Settings → Weight and volume.
4. Print the labels again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the item's code.

What it means. The label uses a layout with an extra price check digit, and that digit does not match the price in the code. The till did not trust the reading.

What may have happened. The scanner misread a creased, wet or faded label; the label printed badly; the layout ticked has a price check digit but your scale prints without one.

How to fix it.

1. Flatten the label and scan it again.
2. If it still fails, type the weight or the amount by hand.
3. If every label from one scale fails, ask a manager to check the layouts in Settings → Weight and volume (K marks the price check digit).

Still stuck? Contact support from Help → Support with the code after # in the help link and the label's digits.

What it means. The label carries a weight, but its item is sold by volume (millilitres, litres). A weight cannot be turned into a volume.

What may have happened. The item's unit is set to litres or millilitres by mistake; the scale prints weight labels for an item you sell by the litre; the wrong layout is chosen for your own labels.

How to fix it.

1. On Products, check the item's unit: a weighed item needs kg or g.
2. If the item really is sold by volume, use a price label layout for it, or type the quantity by hand.
3. A manager can choose the layout under "Our labels" in Settings → Weight and volume.

Still stuck? Contact support from Help → Support with the code after # in the help link and the item's name.

What it means. The label's weight or price is zero, or, when printing your own labels, the weight or total is too big for the layout's digits.

What may have happened. The scale printed a label with nothing on it; the price is so low that the quantity rounds to nothing; a pack is too heavy or too expensive for the layout's value digits.

How to fix it.

1. Weigh the item again and print a new label.
2. When printing your own labels, pack smaller amounts, or ask a manager to pick a layout with more value digits in Settings → Weight and volume.
3. Otherwise type the weight by hand at the till.

Still stuck? Contact support from Help → Support with the code after # in the help link and the label's digits.

What it means. A label layout saved for your shop does not make a proper 13-digit scale code, so it cannot be used to read or print labels.

What may have happened. The layout settings were damaged or changed outside the settings page, for example by an old copy of the settings being brought back.

How to fix it.

1. Ask a manager to open Settings → Weight and volume (in the desktop program, its weight and volume settings).
2. Under "Scale labels the tills read", untick and tick your layouts again, check their prefixes, and save.
3. Check the layout under "Our labels".
4. Let the tills sync, then try again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the layouts you use.

What it means. The prefix of a scale label layout (the first digits every label of your scale starts with) must be 1 to 3 digits, and nothing else.

What may have happened. A letter, space or sign was typed in the prefix box of the weight and volume settings.

How to fix it.

1. Look at a label from your scale: its first digit or two are the prefix (scale labels use 20 to 29).
2. In the weight and volume settings, type the prefix as digits only, with as many digits as the layout shows.
3. Save again.

Still stuck? Contact support from Help → Support with the code after # in the help link, the layout and the prefix you typed.

What it means. You asked for a number of pieces of an item sold by weight or volume, but the app does not know how much one piece weighs, so it cannot work out the price.

What may have happened. The item's average piece was never filled in; "pcs" or "x" was typed after the number by habit.

How to fix it.

1. Ask a manager to open Settings → Weight and volume → Measured items.
2. Fill in "Piece (g/ml)" for this item, for example 150 for a 150 g piece, and save.
3. Or sell it by weight instead, typing for example "750 g".
4. On a till, let it sync before trying pieces again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the item's name.

What it means. To turn an amount of money into a weight, or a price label into a quantity, the item needs a price. Its price is zero.

What may have happened. The price was never filled in; the price level used for this sale has no price for the item.

How to fix it.

1. On Products, open the item and type its price per unit (for example per kilo), then save.
2. If you use price levels, check the item's price at the level in use.
3. Meanwhile, type the weight instead of an amount of money.
4. On a till, let it sync, then try again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the item's name.

What it means. A weight, a volume or an amount of money was typed for an item sold by the piece. Only items sold by weight or volume take those.

What may have happened. The item's "Sold by weight" box is not ticked; the wrong item was picked; a weight label was made for an item sold by the piece.

How to fix it.

1. For a piece item, type just the number of pieces (for example 3).
2. If the item should be sold by weight or volume, open it on Products, tick "Sold by weight", give it a unit (kg, g, l, ml) and save.
3. Let the till sync, then try again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the item's name.

What it means. The tare (the weight of the empty container) is the same as, or more than, the scale's reading, so nothing would be left to sell.

What may have happened. The item was weighed without the container that was picked; the wrong container was picked; the reading was typed in kilos and the tare is in grams; the container's tare is set too high.

How to fix it.

1. Weigh the item in its container and type the full reading with its unit.
2. Pick the right container, or no container.
3. A manager can correct the tare in Settings → Weight and volume → Containers and their tare.

Still stuck? Contact support from Help → Support with the code after # in the help link, the reading and the container.

What it means. A container's tare is a weight in grams. It cannot be taken off an item sold by volume (millilitres or litres).

What may have happened. A container was picked for a liquid sold by the litre; the item's unit is set to a volume by mistake.

How to fix it.

1. For an item sold by volume, pick no container and type the volume (for example "500 ml").
2. If the item should be sold by weight, change its unit on Products to kg or g.
3. A manager can stop the container being chosen by itself for this item in Settings → Weight and volume → Measured items.

Still stuck? Contact support from Help → Support with the code after # in the help link and the item's name.

What it means. The quantity works out to less than the smallest step the app records (a thousandth of the item's unit), so it rounds to nothing.

What may have happened. A tiny weight typed in a big unit (for example 0.0002 kg); a very small amount of money for an expensive item; a slip in the decimal point.

How to fix it.

1. Check what was typed and the decimal point.
2. Type small amounts in a small unit, for example "5 g" instead of "0.005 kg".
3. For money, check the amount and the item's price.

Still stuck? Contact support from Help → Support with the code after # in the help link and exactly what you typed.

What it means. The quantity is more than 100,000 of the item's unit, which is almost always a typing slip.

What may have happened. A barcode was scanned into the quantity box; the decimal point was missed (2500 instead of 2.500); grams were typed for an item priced per kilo without the unit.

How to fix it.

1. Clear the quantity box.
2. Type the quantity again with its unit, for example "2.5 kg" or "2500 g".
3. Make sure the cursor is not in the quantity box when you scan a barcode.

Still stuck? Contact support from Help → Support with the code after # in the help link and exactly what you typed.

What it means. The unit you typed is a different kind from the item's unit, or the app does not know it.

What may have happened. A volume was typed for an item sold by weight, or a weight for a liquid; the unit word has a typing slip; a local unit the shop has not set up.

How to fix it.

1. Use a unit of the same kind as the item: kg or g for weighed items, l or ml for liquids.
2. Check the unit's spelling, or type just the number.
3. A manager can add your trade's own units in Settings → Weight and volume → Your own units.

Still stuck? Contact support from Help → Support with the code after # in the help link and exactly what you typed.

What it means. On Settings → Weight and volume, the prefix you typed for a scale label layout cannot be used. A prefix is digits only.

What may have happened. A letter, space or sign was typed in the prefix box. (A prefix with a different number of digits from the layout's is not used: the layout keeps its own.)

How to fix it.

1. Look at a label from your scale: its first digits are the prefix (scale labels use 20 to 29).
2. Type the prefix as digits only, with exactly as many digits as the layout shows.
3. Save again.

Still stuck? Contact support from Help → Support with the code after # in the help link, the layout and the prefix.

What it means. On Settings → Weight and volume, you pressed "Apply the template" without choosing a shop template.

What may have happened. The template list was left on its empty first choice; the page was reloaded and the choice was lost.

How to fix it.

1. In "Shop template", pick the one closest to your trade.
2. Press "Apply the template". It fills in typical containers and units and switches weighing on.
3. Change anything you like afterwards and save.

Still stuck? Contact support from Help → Support with the code after # in the help link.

What it means. You asked for something from a period that is no longer kept ready to view in the app, because it is older than the app keeps at hand.

What may have happened. You opened a report or a receipt from a long time ago; a date range in a report reaches too far back.

How to fix it.

1. Pick a more recent period, or shorten the date range so it starts later.
2. If you need the old figures (for your accountant, for example), contact support and tell us which months.

Still stuck? Contact support from Help → Support. Quote the code from the help link's address (the part after #), the page and the dates you asked for.

What it means. The machine code you pasted when buying or activating the desktop program is not one the server can read.

What may have happened. A letter or a dash is missing or extra; you copied another code (the key or an extension code); the code belongs to a different program than the one on this page.

How to fix it.

1. In the desktop program, open Settings → License (or the "Activate the program" screen when the trial ends).
2. Press "Copy the code" and paste it again, without typing it by hand.
3. Check that it starts with the same two letters the program shows.
4. When buying, you may also leave the field empty and add the code after paying.

Still stuck? Contact us using the details on our website with the machine code.

What it means. The desktop program package you chose to buy does not exist (or is no longer sold).

What may have happened. You opened an old or edited buy link; the package was renamed or withdrawn since the link was made.

How to fix it.

1. Go to our website and open the desktop program's buy page from there, not from an old link.
2. Pick the package again from the list on the page.
3. Reload the page if it was open for a long time.

Still stuck? Contact us using the details on our website. Tell us the link you used and the package you wanted.

What it means. A shop can hold one discount code at a time, and yours already has one.

What may have happened. A code was entered earlier or added for you at sign-up; your account already has the first-year discount.

How to fix it.

1. Open Billing → Change plan or Billing → Payment and look at the "Have a code?" box: it shows the code you have.
2. If no payment has used it yet, press "Remove the code" and enter the new one.
3. If a payment already used it, it stays until its months end; you can enter a new code after that.
4. An invitation code from another shop is different: you can still enter it next to your discount code.

Still stuck? Contact support from Help → Support with both codes.

What it means. The code is real, but its last day has passed.

What may have happened. The offer ended; the code's last day ended in our time zone, which can be a few hours before or after the end of the day where you are; you are using an old flyer, link or message.

How to fix it.

1. Check the date on the offer where you found the code.
2. Look at Billing → Change plan or Billing → Payment: the "Have a code?" box may show the offer running now.
3. Ask whoever gave you the code whether a newer one exists.

Still stuck? Contact support from Help → Support with the code and where you got it.

What it means. The server does not know this code, or it has been switched off.

What may have happened. A typing mistake (a letter for a digit, a missing character); spaces or extra characters were pasted with it; the code was switched off; it is an invitation code of a shop that no longer has an account.

How to fix it.

1. Type the code again carefully, letters and digits exactly as given, with no spaces.
2. If you got it as a link, open the link itself: the code fills in by itself on the sign-up page.
3. Ask whoever gave you the code to check it.
4. Enter the code on Billing → Change plan or Billing → Payment (owner only).

Still stuck? Contact support from Help → Support with the code and where you got it.

What it means. You tried to remove your discount code, but a payment has already used it.

What may have happened. You paid at least one invoice with the discount; a card payment started the discount on your subscription.

How to fix it.

1. Nothing is wrong: the discount keeps running for the months the code gives.
2. Open Billing → Change plan to see how many months are left and until when.
3. Once those months end, you can enter another code.

Still stuck? Contact support from Help → Support if you think the code was used by mistake.

What it means. This code is only for a shop's first paid subscription, and your shop has paid before.

What may have happened. The shop already paid at least one invoice with money; a discount code already ran on this shop earlier.

How to fix it.

1. Check Billing → Invoices: a paid invoice there means the shop is no longer new.
2. Ask whoever gave you the code whether there is an offer for existing shops.
3. A shop that only received a free month through an invitation still counts as new; if that is your case, contact support.

Still stuck? Contact support from Help → Support with the code.

What it means. The code is real, but its offer has not started yet.

What may have happened. The offer starts on a later day or at a later hour; you got the code before its start; another offer is still running and this code follows it.

How to fix it.

1. Check the start date where you found the code.
2. Enter it again once the offer has started.
3. If you pay before then, the code cannot be added to that payment.

Still stuck? Contact support from Help → Support with the code and where you got it.

What it means. Each shop can use a code once, and this shop already used this one.

What may have happened. The code was entered earlier and is still on the account; it ran on an earlier subscription; someone else on the owner's account entered it.

How to fix it.

1. Open Billing → Change plan or Billing → Payment and check the "Have a code?" box.
2. Look at Billing → Invoices for an earlier invoice with this discount.
3. Ask whoever gave you the code whether there is a different one for you.

Still stuck? Contact support from Help → Support with the code.

What it means. The code can only be used a set number of times, and that number has been reached.

What may have happened. The offer was for a limited number of shops and they have all claimed it; many people used the same code at the same time.

How to fix it.

1. Ask whoever gave you the code whether there is a new one.
2. Look at Billing → Change plan or Billing → Payment: the "Have a code?" box may show the offer running now.

Still stuck? Contact support from Help → Support with the code.

What it means. The code only covers certain plans, and the plan you are paying for is not one of them. The message lists the plans it covers.

What may have happened. You chose a different plan from the one the offer was for; an upgrade you started is waiting to be paid and its plan is the one being checked.

How to fix it.

1. Read the plans listed in the message.
2. If one of them suits you, choose it on Billing → Change plan, then enter the code again.
3. If you want to keep your plan, ask whoever gave you the code for one that covers it.

Still stuck? Contact support from Help → Support with the code and the plan you want.

What it means. You paid for the desktop program, but the server cannot make your licence key right now.

What may have happened. A problem on our side with key issuing; the machine code you entered belongs to a different program than the one sold on this page.

How to fix it.

1. Your payment is safe: the licence is recorded and nothing is lost.
2. Contact us with the button on the page, or using the details on our website.
3. Send us your machine code (Settings → License → "Copy the code" in the desktop program); we will send your key.

Still stuck? Contact us using the details on our website and quote the code from the help link (the part after #).

What it means. Your licence is already in use on a different PC, so it cannot be activated on this one.

What may have happened. You activated it before on another PC (or on this PC before it was reset or replaced); you are using the activation link of someone else's licence; the machine code changed after a hardware change.

How to fix it.

1. If this is the same PC as before, paste the same machine code you used then: you get the same key again.
2. If you changed or replaced the PC, contact us with the button on the page so we can move the licence.
3. Have both machine codes ready if you can.

Still stuck? Contact us using the details on our website.

What it means. The licence behind this activation link has been cancelled, so no key can be made for it.

What may have happened. The payment was refunded; the licence was replaced by a new one; it was cancelled by mistake.

How to fix it.

1. Check your e-mail for a newer activation link and use that one instead.
2. If you think it is a mistake, contact us with the button on the page.

Still stuck? Contact us using the details on our website. Send the e-mail address you bought with.

What it means. The smaller plan you chose cannot hold what your shop uses now, so the move is refused.

What may have happened. You have more users (including invitations not yet accepted), branches, tills or products than it allows; features you switched on are not in it; the plan you picked on our website is smaller than your trial's.

How to fix it.

1. Read the message: it says what is over the limit.
2. Deactivate the extra people in Team, the extra tills in Settings → Devices, or the extra branches in Settings → Branches; remove products you no longer sell.
3. Switch off features the smaller plan does not include, or confirm that you will lose them.
4. Or choose a bigger plan on Billing → Change plan.

Still stuck? Contact support from Help → Support.

What it means. Something is already being done to this sale's payment, so the server asked this action to wait, and the wait ran out.

What may have happened. The payment button was pressed twice; two devices worked on the same sale at the same time; the payment provider was slow to answer.

How to fix it.

1. Wait a few seconds and look at the payment's state on the till before pressing again.
2. Do not take the money a second time until you know whether the first payment went through.
3. Try the action again.

Still stuck? Contact support from Help → Support with the time, the till's name and the amount.

What it means. The till (or your online shop) tried to make a live QR payment request, but no payment provider is fully set up for it.

What may have happened. Live QR was chosen but the provider's details were never entered; part of the details is missing; the details were set for another branch only.

How to fix it.

1. Open Settings → Payments on the branch that showed the message.
2. Check the provider and fill in every detail it asks for (only the owner can enter the provider's credentials).
3. Until then, take the payment another way at the till.

Still stuck? Contact support from Help → Support with the branch and the provider's name.

What it means. The payment provider's credentials (the secret details from your provider account) can only be entered or changed by the shop's owner.

What may have happened. A manager tried to save or clear the provider's credentials in Settings → Payments.

How to fix it.

1. Ask the owner to sign in and enter the credentials in Settings → Payments.
2. A manager can still save the other payment settings: leave the credential fields empty and save again.

Still stuck? Contact support from Help → Support.

What it means. The payment provider you chose is not switched on for your shop yet, so its settings were not saved and no payment is made with it.

What may have happened. The provider is still being introduced and is open to a few shops only; it was paused for a while.

How to fix it.

1. Choose another way of taking payments for now.
2. Check Settings → Payments again later.
3. If you were told the provider is ready for your shop, contact support.

Still stuck? Contact support from Help → Support with the provider's name.

What it means. The refund you asked for on Reports → Payments to look at was refused before anything was sent.

What may have happened. The payment was already refunded or matched to a sale (for example on another screen); the provider that took it cannot refund from the app.

How to fix it.

1. Reload Reports → Payments to look at and check whether the payment moved to the refunded list.
2. If the provider cannot refund from the app, refund it on the card terminal or in the provider's own app.

Still stuck? Contact support from Help → Support with the payment's amount, time and provider.

What it means. The till tried to save a sale with a QR payment, but the server could not confirm that payment for this sale.

What may have happened. The customer did not finish paying; the amount paid is different from the sale's total; the payment was already used for another sale; the QR request ran out before it was paid.

How to fix it.

1. Ask the customer to show the payment on their phone.
2. Check Reports → Payments to look at: money that arrived without a sale shows there, and can be refunded.
3. Take the payment again only once you are sure the first one did not go through.

Still stuck? Contact support from Help → Support with the time, the till's name and the amount.

What it means. You pressed Refund on Reports → Payments to look at, and the refund did not succeed. The reason follows the message.

What may have happened. The payment provider refused it or did not answer in time; the provider cannot refund from the app; the payment had already been refunded or matched.

How to fix it.

1. Read the reason after the colon.
2. Reload the page and check whether the payment is now in the refunded list before trying again.
3. If the provider cannot refund from the app, refund it on the card terminal or in the provider's own app.
4. Check your provider account to see whether the money went back.

Still stuck? Contact support from Help → Support with the amount, time and provider.

What it means. Your plan allows a set number of users, tills and branches, and this would go over it.

What may have happened. You added or invited a person, or switched someone back on; you paired a new till; you added or switched on a branch.

How to fix it.

1. Deactivate a person, till or branch you no longer use (Team, Settings → Devices, Settings → Branches), then try again.
2. Or ask the owner to move to a higher plan on Billing → Change plan.
3. Billing → Plan & usage shows what your plan allows and how much you use.

Still stuck? Contact support from Help → Support.

What it means. The feature you tried to use is not part of your current plan.

What may have happened. The feature belongs to a higher plan; it is an add-on your shop has not bought; the shop moved to a smaller plan and the feature stayed switched on.

How to fix it.

1. Open Billing → Plan & usage to see what your plan includes.
2. Ask the owner to upgrade on Billing → Change plan, or to add the add-on on the Billing page.
3. If you do not need the feature, switch it off and carry on.

Still stuck? Contact support from Help → Support with the feature's name.

What it means. The shop is read-only: you can still look at everything, but you cannot sell, move stock or book money until the subscription is active again.

What may have happened. The trial ended; an invoice was not paid in time; the subscription was cancelled; a backup is being loaded into the shop right now.

How to fix it.

1. Ask the owner to open Billing → Payment and pay the open invoice.
2. A card payment opens the shop again at once; if you arranged the payment with us (Help → Support), it opens once we confirm it.
3. If a backup is being loaded, wait for it to finish.
4. Sales the till made offline stay on the till and are sent once the shop is active again.

Still stuck? Contact support from Help → Support with the date and how you paid.

What it means. A shop can be invited only once, and yours is already linked to another shop's or a partner's invitation.

What may have happened. You signed up through an invitation link; you entered a partner's code earlier; someone else on the owner's account entered an invitation code.

How to fix it.

1. Open Billing → Change plan or Billing → Payment: the "Have a code?" box shows the invitation the shop came through.
2. Nothing else is needed: the earlier invitation keeps its reward.

Still stuck? Contact support from Help → Support with both codes.

What it means. An invitation code cannot be used by the shop it belongs to.

What may have happened. You entered your own shop's code (from Billing → Invite another shop); the shop that invited you uses the same e-mail address or phone number as your account.

How to fix it.

1. Share your own code with other shops instead: they get the reward, and you earn yours when they pay.
2. If another shop really invited you, check that both accounts do not use the same e-mail or phone.

Still stuck? Contact support from Help → Support with the code and the inviting shop's name.

What it means. An automatic notice sent to our server (for example by a payment provider) was bigger than the server accepts, so it was turned away. You do not normally see this message in the app.

What may have happened. The provider sent an unusual notice; something other than the provider sent it.

How to fix it.

1. Nothing is needed from you in most cases.
2. If a QR payment seems stuck, look at its state on the till and ask the customer to show the payment.
3. Check Reports → Payments to look at for money that arrived without a sale.

Still stuck? Contact support from Help → Support with the time and the payment's amount.

What it means. A trial extension code has to be activated within a few days of being sent, and that time has passed.

What may have happened. The code was sent some days ago and only entered now; the PC was offline or switched off during that time.

How to fix it.

1. Contact us and ask for a new extension code.
2. When it arrives, enter it soon: in the desktop program, open the licence screen and press "I have an extension code".
3. Make sure the PC is online when you activate it.

Still stuck? Contact us using the details on our website, with your machine code.

What it means. The server did not accept the extension code for this PC.

What may have happened. A typing mistake; the code was made for a different PC (each code works on one PC only); the PC's machine code changed after a hardware change or a reinstall on new hardware.

How to fix it.

1. Type the code again exactly as sent (it looks like EXT-XXXX-XXXX).
2. Make sure you are entering it on the PC whose machine code you sent us.
3. If the PC changed, send us its new machine code (Settings → License → "Copy the code").

Still stuck? Contact us using the details on our website, with the code and your machine code.

What it means. The server cannot activate trial extensions at the moment.

What may have happened. A problem on our side; the extension was made for a different program than the one on this PC.

How to fix it.

1. Try again a little later; the code stays valid for a few days.
2. If it still fails, contact us: we will help you activate it.

Still stuck? Contact us using the details on our website. Quote the code from the help link's address (the part after #) and your machine code.

What it means. The trial extension code was cancelled, so it can no longer be activated.

What may have happened. It was replaced by a newer code; it was sent by mistake; it was cancelled at your request.

How to fix it.

1. Check your messages for a newer extension code and use that one.
2. If you think it is a mistake, contact us.

Still stuck? Contact us using the details on our website, with the code and your machine code.

What it means. The version of the till app or desktop program on this device is older than the server now accepts.

What may have happened. The device missed recent updates; automatic update checks are switched off; the device was not used for a long time.

How to fix it.

1. On the till, a manager can accept the update when the program offers it ("Install now").
2. Or download the newest version from our website and install it over the old one; your data stays.
3. Sales made while it was out of date stay queued on the device and are sent after the update.

Still stuck? Contact support from Help → Support with the device's name and the version it shows.

What it means. The receipt link that was opened (or the "order the same again" code that was scanned) does not belong to a receipt of this shop, or it was changed on the way.

What may have happened. The link was typed or copied with a character missing; the code is from another shop's receipt; the shop moved to a new online address and the old link was kept for a long time; the receipt is a return, not a sale.

How to fix it.

1. Open the link again from the message it came in, or scan the code once more without cutting the picture.
2. Make sure the receipt is a sale receipt of this very shop: a return or a voided receipt has no page of its own.
3. Ask the shop for the link again: on the receipt's page in the app, Receipts → the receipt → "Receipt link for the customer".

Still stuck? Contact support from Help → Support. Quote the code from the help link's address (the part after #) and the receipt number.

What it means. "Order the same again" found nothing on the receipt that the online shop sells right now, so no cart was made.

What may have happened. The products on the receipt were removed, switched off or hidden from the online pages since; they are all out of stock and the shop hides what is out; the receipt only had items the shop never sells online.

How to fix it.

1. Open the online shop from the receipt's page and pick the items by hand: the shop shows what it sells today.
2. Come back later if the items are only out of stock.
3. A shop owner: check Products (active, not hidden from the online pages) and the stock; "show out-of-stock items" is on Settings → Online.

Still stuck? Contact support from Help → Support. Quote the code from the help link's address (the part after #) and the receipt number.

What it means. The number typed is not a mobile or landline number the app accepts for your shop's country.

What may have happened. A digit missing or extra; a landline without its area code; a typo; a number from another country, which is not taken. It shows at checkout, on table orders, in scan and go and when asking for printed table codes.

How to fix it.

1. Type the full number as you dial it locally, with its leading 0, or with your country code in front. Spaces and dashes are fine.
2. Check every digit and send the form again.
3. A customer with a foreign number can give a local one, or order by phone.

Still stuck? Contact support from Help → Support with the code after # in the help link and the page.

What it means. The cart already holds the most different items one order can take.

What may have happened. A very large order; the same product with different choices (a size, extras) takes a new line each time; a cart from an earlier visit still has items in it.

How to fix it.

1. Open the cart and remove the lines you do not need.
2. Raise the quantity of a line already there instead of adding the item again.
3. Place this order, then start a second one for the rest.
4. For a very large order, call the shop.

Still stuck? If you are a customer, contact the shop. Shop owners: contact support from Help → Support with the code after # in the help link and your shop's public address.

What it means. The driver you picked for this order is not on your shop's driver list, or has been switched off.

What may have happened. The driver was removed or switched off in Settings → Delivery desk while the Delivery queue was open on this screen; another manager changed the list; the page has been open for a long time.

How to fix it.

1. Reload the Delivery queue and pick the driver again.
2. In Settings → Delivery desk, check that the driver is on the list and switched on (an owner or a manager).
3. Meanwhile, pick another driver or leave the order without one.

Still stuck? Contact support from Help → Support with the code after # in the help link, the order number and the driver's name.

What it means. On Driver settlement, the driver has no delivered orders waiting to be settled in the days the page looks at.

What may have happened. The driver was already settled, maybe on another screen; the orders are still out or not rung up yet (an order counts as delivered once a till rings it up); an offline till has not sent those sales yet; the orders are older than the days shown (up to 14).

How to fix it.

1. Reload Driver settlement and look at the recent settlements at the bottom.
2. Ring up the driver's delivered orders on a till, then settle.
3. If a till was offline, bring it online and wait until it has sent its sales.

Still stuck? Contact support from Help → Support with the code after # in the help link and the driver's name.

What it means. The step you picked on the Delivery queue does not follow from the order's current step.

What may have happened. Orders move forward (new, preparing, out); the only step back is from out to preparing; a finished order never moves again. Delivered is set when a till rings the order up, not from the queue. Someone may also have moved the order a moment ago on another screen.

How to fix it.

1. Reload the Delivery queue to see the order's real step.
2. To finish a delivery, ring the order up on a till.
3. If the driver did not leave after all, move the order from out back to preparing.

Still stuck? Contact support from Help → Support with the code after # in the help link and the order number.

What it means. This order came through a delivery app that collects the money itself, so its sale goes on that app's account, not in cash or by card. (A till selling offline is not stopped.)

What may have happened. The cashier chose cash or card; the wrong channel was picked for the order; the channel is marked "App collects the money" in Settings → Delivery desk by mistake.

How to fix it.

1. At the till, choose payment on account; the app's account ("… (app account)") is filled in for you.
2. If the order really came by phone or at the counter, change its channel.
3. If this app does not collect the money, an owner or manager switches off "App collects the money" for it.

Still stuck? Contact support from Help → Support with the code after # in the help link and the order number.

What it means. On Driver settlement, "Float taken out" or "Counted onto the counter" is empty, is not a number, or is below zero.

What may have happened. A box was left empty; a letter, a money sign or a second decimal point was typed; a minus sign slipped in.

How to fix it.

1. Type digits only, with one decimal point if you need it (for example 150.00).
2. Write 0 when the driver took no float or handed in no cash.
3. Press Settle again.

Still stuck? Contact support from Help → Support with the code after # in the help link, the driver's name and the amounts you typed.

What it means. The job was collected or cancelled, so it cannot be changed, moved to another step or collected again.

What may have happened. Another cashier collected or cancelled it on another till or screen; the job page was open from before; an old ticket was scanned.

How to fix it.

1. Open Job orders, find the job by its number and read its history: who closed it and when.
2. If the customer brings more work, take a new job.
3. If money must go back for a collected job, make a return of its receipt at the till.

Still stuck? Contact support from Help → Support with the code after # in the help link and the job number.

What it means. The job has no items, or an item the till tried to collect is not on the job, or not on the sale at the job's agreed price and quantity.

What may have happened. A job was saved with no items (only repair and tailoring jobs may start empty); the job changed on another screen meanwhile; a job item's price or quantity was changed on the sale, or removed, before paying.

How to fix it.

1. Add at least one item before saving the job.
2. When collecting, leave the job's items on the sale at their agreed price.
3. Open the job again from the till and collect it once more.

Still stuck? Contact support from Help → Support with the code after # in the help link and the job number.

What it means. No job matches the ticket, number, phone or name you searched, or the customer's tracking link.

What may have happened. A typo; a search by phone or name finds open jobs only; the job was taken on an offline till that has not sent it yet; the tracking link was copied only in part.

How to fix it.

1. Scan the ticket's code, or type the job number exactly as printed.
2. For a phone search, type at least six digits.
3. If the job was taken on an offline till, bring that till online and wait for it to sync.
4. A customer whose link does not open can ask the shop to send it again.

Still stuck? Contact support from Help → Support with the code after # in the help link and what you searched for.

What it means. A quantity on the job is zero, below zero or far too large, or you tried to collect more of an item than is left on the job.

What may have happened. A 0 was typed; part of the job was collected earlier; another till collected some of it a moment ago.

How to fix it.

1. Type a quantity above zero for every item.
2. When collecting part of a job, take no more than the job page shows as left.
3. Reload the job and try again.

Still stuck? Contact support from Help → Support with the code after # in the help link, the job number and the item.

What it means. Job orders are not switched on for your shop, so the job pages, collecting a job at the till and the customer's tracking link are closed.

What may have happened. They were never switched on; a manager switched them off; customer tracking is off, so tracking links do not open.

How to fix it.

1. An owner or a manager opens Settings → Job orders, switches them on and picks the kind of shop (laundry, tailoring, repair or general).
2. If only tracking links fail, switch customer tracking on in the same page.
3. If Job orders is not in your menu at all, your plan may not include it: see the Billing page.

Still stuck? Contact support from Help → Support with the code after # in the help link and the page you were on.

What it means. The "your job is ready" e-mail did not go out. The reason is shown in brackets.

What may have happened. The job has no e-mail address, or one with a typo (no_email); mail to that address bounced before, or the customer marked it as spam, so we no longer write to it; our mail service did not answer for a moment (send_failed).

How to fix it.

1. Check the e-mail address on the job (Edit) and correct it.
2. If the address bounced before, ask the customer for another one, or send the message on WhatsApp instead.
3. If the reason is send_failed, try again in a few minutes.

Still stuck? Contact support from Help → Support with the code after # in the help link, the job number and the reason in brackets.

What it means. The phone number on this job is too short or not a number WhatsApp can dial, so the app cannot open the WhatsApp message for you.

What may have happened. The number was typed with digits missing; a landline or a short number was given; the field holds a name or a note instead of a number.

How to fix it.

1. Look at the phone number on the job and on the customer's card (Customers).
2. Call the customer to get their full mobile number, and use it for their next jobs.
3. Meanwhile, send the e-mail instead, or call them.

Still stuck? Contact support from Help → Support with the code after # in the help link and the job number.

What it means. A test e-mail or the daily report did not leave through your shop's own e-mail settings. The mail server's answer is under "Last error". (It can also appear on our own staff pages; you need not act on those.)

What may have happened. The SMTP host, port, user or password is wrong; SSL/TLS does not match the port; your provider wants an "app password" for other programs; the From address is not allowed.

How to fix it.

1. The owner opens Settings → E-mail and checks each field against your mail provider's instructions.
2. If your provider offers app passwords, make one and use it as the password.
3. Save, then press "Send a test" and read "Last error".

Still stuck? Contact support from Help → Support with the code after # in the help link and the text under "Last error".

What it means. The cart's total is under the shop's minimum order. The customer sees the minimum and is asked to add a little more.

What may have happened. The cart is small; the delivery area has its own minimum, higher than the shop's (the higher one counts); the delivery fee is not part of the total that is compared.

How to fix it.

1. Customers: add items until the total reaches the minimum, or choose pickup if the shop offers it.
2. Owners and managers: check "The shop's minimum order" and each delivery area's minimum in Settings → Online → Shop, and lower any you do not want.

Still stuck? If you are a customer, contact the shop. Shop owners: contact support from Help → Support with the code after # in the help link and the delivery area.

What it means. The app tried to send an e-mail from your shop's own address, but no mail (SMTP) settings are saved. It happens with the daily report ("Send a test", "Send today's report now") and when e-mailing a purchase order to a supplier.

What may have happened. The mail settings were never filled in; they were saved on another branch (a purchase order uses the main branch's settings).

How to fix it.

1. The owner opens Settings → E-mail.
2. Fill in SMTP host, Port, User, Password and From from your mail provider, and pick SSL/TLS if it asks for it.
3. Save, press "Send a test", then try your e-mail again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the page you were sending from.

What it means. The public page at this address (online shop, menu, table ordering, scan and go) is not open.

What may have happened. A typo in the address; the shop changed its address (old links forward for 90 days, then stop); the shop, menu or table ordering is switched off or not in the plan; the subscription is not paid, so the public pages close; a table was removed, or its code was printed before the codes were renewed.

How to fix it.

1. Customers: check the address, or ask the shop for its link.
2. Owners and managers: in Settings → Online, check the address and the switches.
3. On the Billing page, check the plan and that the subscription is paid.
4. Print the table codes again if tables changed.

Still stuck? Contact support from Help → Support with the code after # in the help link and the address.

What it means. You accepted an online order, but the server could not pass it to the tills as a held order. Nothing reached the tills: the order is back in Online orders as new, and your screens sounded the alert again.

What may have happened. A short server or connection problem at the moment you pressed Accept.

How to fix it.

1. Open Online orders, open the order and press Accept again.
2. Check that it now shows on a till as a held order.
3. If it fails again, wait a minute and retry.
4. If it still fails, ring the order up by hand on a till so the customer is not kept waiting, and tell support.

Still stuck? Contact support from Help → Support with the code after # in the help link, the order number and the time.

What it means. You tried to cancel an online order, but a till has already rung up its held order as a sale. A sale cannot be cancelled from the order page.

What may have happened. A cashier rang the order up while you were cancelling it; the order page had been open from before.

How to fix it.

1. Find the sale on the till (or in Receipts) by its receipt number.
2. Make a return of that receipt on the till, so the money and the stock are put right.
3. Tell the customer the order is cancelled and refunded.

Still stuck? Contact support from Help → Support with the code after # in the help link, the order number and the receipt number.

What it means. The order or table bill has moved on since your page loaded, so this step no longer fits.

What may have happened. Someone else accepted, rejected, cancelled or closed it; you pressed Delivered before a till rang the order up (the page then says to ring it up first); the table bill was already paid, merged or closed; a test order or test bill can never become a sale.

How to fix it.

1. Reload the page and look at the order's step now.
2. To mark an order delivered, ring its held order up on a till first.
3. Cancel test orders and test bills instead of paying them.

Still stuck? Contact support from Help → Support with the code after # in the help link and the order or bill number.

What it means. The Port check page got a port that is not a number from 1 to 65535. This page tells you whether the desktop program's web access can be reached from the internet.

What may have happened. The box was empty or held letters; a number was copied with extra characters; the link that opened the page was cut short.

How to fix it.

1. In the desktop program, look up the port its web access uses (the page starts with 8090).
2. Type that number in the Port box, digits only.
3. Press "Check again".

Still stuck? Contact support from Help → Support, or use the contact details on our website, with the code after # in the help link and the port.

What it means. The Port check page could not get an answer from our server, so it does not know whether the port is open or closed.

What may have happened. A short problem on our side or on your internet line; the device lost its connection while checking.

How to fix it.

1. Check that this device is online.
2. Wait a minute and press "Check again".
3. If it keeps failing, try again later; nothing about your shop has changed.

Still stuck? Contact support from Help → Support, or use the contact details on our website, with the code after # in the help link, the time and the port.

What it means. The device that opened the Port check page reaches the internet through an address that cannot be reached from outside, so the check cannot be done.

What may have happened. The page was opened through a VPN or a private network; the internet line shares one address among many customers (some providers do this), and such a line cannot be opened from outside at all.

How to fix it.

1. Open the page from a device on the shop's own internet line (the till PC or a phone on the shop's Wi-Fi), with any VPN switched off.
2. If it still says so, ask your internet provider for a public address for the shop's line.

Still stuck? Contact support from Help → Support, or use the contact details on our website, with the code after # in the help link and the address the page shows.

What it means. Your internet address asked for too many port checks in a short time (about 20 in 10 minutes), so the server is pausing for a while.

What may have happened. The page was reloaded many times; several devices on the shop's line were checking at once; the desktop program kept checking on its own.

How to fix it.

1. Wait 10 minutes.
2. Check once from one device.
3. Change your router or firewall settings before you check again, not after every check.

Still stuck? Contact support from Help → Support, or use the contact details on our website, with the code after # in the help link and the time.

What it means. The server refused an order from the online shop, the table menu or scan and go, because a hidden box on the form, which only robots fill in, was not empty. It is a guard against fake orders.

What may have happened. The browser's autofill, a password manager or a browser add-on filled the hidden box; an automatic tool sent the order.

How to fix it.

1. Reload the page and place the order again without autofill.
2. Try another browser, or a private window without add-ons.
3. If it keeps happening, order by phone or at the counter.

Still stuck? If you are a customer, contact the shop. Shop owners: contact support from Help → Support with the code after # in the help link, the time and the browser used.

What it means. One of the values on a credit book page is outside what the app accepts.

What may have happened. A promise day in the past or over 180 days ahead; a snooze over 90 days; a limit, terms or amount that is not a number; an e-mail with a typo; an empty note or one over 1,000 characters; a customer who asked for no reminders, or has no WhatsApp number; a report over 400 days; a reminder already handled.

How to fix it.

1. Check the box you just filled in and correct it.
2. Reload the page if a reminder was already handled.
3. Shorten the report's dates.

Still stuck? Contact support from Help → Support with the code after # in the help link and what you typed.

What it means. Statement links open on your shop's public address, and the shop has not chosen one yet, so no link can be made. WhatsApp reminders still work meanwhile, just without a link.

What may have happened. The online menu and shop were never set up; the address was never chosen.

How to fix it.

1. An owner or a manager opens Settings → Online (or the public address box in Settings → Credit book).
2. Choose an address: lowercase letters, digits and dashes, 3 to 40 long.
3. Go back to the customer in the Credit book and press "Make a statement link".

Still stuck? Contact support from Help → Support with the code after # in the help link and the address you tried.

What it means. The statement link, the customer or the reminder you opened is not in the credit book.

What may have happened. Someone pressed "Stop this link", so the old link no longer opens; the link was copied only in part; the reminder was already handled or removed from the list.

How to fix it.

1. Customers: ask the shop to send you a new statement link.
2. Shop: open the customer in the Credit book, press "Make a statement link" and send the new link.
3. Reload "Reminders to send" to see the list as it is now.

Still stuck? Contact support from Help → Support with the code after # in the help link and the customer's name.

What it means. Your shop's credit book is off. While it is off, its pages show nothing, no reminders go out and customers' statement links do not open.

What may have happened. It was never switched on, or a manager switched it off.

How to fix it.

1. An owner or a manager opens Settings → Credit book.
2. Switch on "Credit book and reminders" and save.
3. Open the Credit book again. Old statement links work again once it is on, unless they were stopped.

Still stuck? Contact support from Help → Support with the code after # in the help link and the page you were on.

What it means. The sale on account would take the customer's balance over their credit limit, and your shop is set to refuse such sales.

What may have happened. The customer's own limit, or the shop's, is lower than their balance plus this sale. (A sale a till already made offline is never refused.)

How to fix it.

1. Take part of the sale in cash or by card so the rest fits the limit.
2. Ask the customer to pay some of what they owe first (Credit book → the customer → Take a payment).
3. A manager can raise the customer's limit (Limit and terms), or set "Over the limit at the till" to "Warn the cashier" in Settings → Credit book.

Still stuck? Contact support from Help → Support with the code after # in the help link and the customer.

What it means. Your shop set quiet hours for the credit book. During them nothing is sent, the WhatsApp buttons wait, and a reminder cannot be marked as sent.

What may have happened. You tried to send or mark a reminder late at night or early in the morning, inside the hours set in Settings → Credit book.

How to fix it.

1. Wait until the quiet hours end; the reminder stays on "Reminders to send".
2. If the hours do not suit your shop, a manager changes "Quiet hours" in Settings → Credit book.

Still stuck? Contact support from Help → Support with the code after # in the help link and the time on the till or phone.

What it means. An amount on the credit book pages is not a number, or is not allowed there.

What may have happened. On "Take a payment", the amount is empty, zero or has letters in it; in Settings → Credit book, the shop's limit or "Only when at least" holds letters or a minus sign.

How to fix it.

1. Type digits only, with one decimal point if you need it (for example 150.00).
2. A payment must be more than zero.
3. In Settings → Credit book, leave the limit empty for no limit, and write 0 or more for the reminder amount.

Still stuck? Contact support from Help → Support with the code after # in the help link and the amount you typed.

What it means. The code typed on the TV does not match a waiting code. The TV shows "This code is not right or has expired."

What may have happened. A digit was mistyped; the code was older than 15 minutes; it was already used once; a newer code was made for the same screen.

How to fix it.

1. In Settings → Screens, open the screen and press "Get a code".
2. On the TV, type the 8 digits right away.
3. After many wrong tries the TV asks you to wait a few minutes; wait, then use a fresh code.

Still stuck? Contact support from Help → Support with the code after # in the help link and the screen's name. Never send the pairing code itself.

What it means. Your shop has as many screens, or as many offer slides, as the app allows. This is a fixed limit, not part of your plan.

What may have happened. Old screens and slides from past promotions are still on the list.

How to fix it.

1. In Settings → Screens, remove screens you no longer use.
2. Remove old offer slides.
3. To use a new TV for a screen you already have, press "Get a code" on that screen; the old TV disconnects when the new one connects.

Still stuck? Contact support from Help → Support with the code after # in the help link and how many screens and slides you need.

What it means. The screen or offer slide you opened is no longer there.

What may have happened. Another manager removed it; you opened an old bookmark or link; the page was open from before.

How to fix it.

1. Go back to Settings → Screens and reload the list.
2. If the screen or slide is gone and you still need it, add it again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the screen's name.

What it means. The restaurant screens are off for your shop, so the menu boards, the order-status board and the till's Order board show nothing.

What may have happened. A manager switched screens off, or they were never switched on. The switch covers the whole shop.

How to fix it.

1. An owner or a manager opens Settings → Screens and switches them on.
2. Reload the page on the TV, or the Order board, if it stays empty.
3. If Screens is missing from your menu, your plan may not include it: see the Billing page.

Still stuck? Contact support from Help → Support with the code after # in the help link and the screen's name.

What it means. The TV is no longer connected to your shop. It shows "This screen was disconnected from the shop."

What may have happened. Someone disconnected or removed the screen in Settings → Screens; the screen was connected to another TV, which disconnects the old one.

How to fix it.

1. In Settings → Screens, open the screen (add it again if it was removed) and press "Get a code".
2. On the TV, open the screen page and type the code.

Still stuck? Contact support from Help → Support with the code after # in the help link and the screen's name.

What it means. The order came in outside the hours the shop takes orders.

What may have happened. The online shop is closed and set not to take orders while closed; "pay now" was chosen while closed (paid orders are taken only while open); a table order came outside table ordering's hours.

How to fix it.

1. Customers: order during opening hours, or choose payment on delivery if the shop takes orders for its opening.
2. Owners and managers: check the opening hours and "An order while the shop is closed" in Settings → Online → Shop.
3. Check table ordering's hours in Settings → Online → Table ordering.

Still stuck? If you are a customer, contact the shop. Shop owners: contact support from Help → Support with the code after # in the help link and the time of the order.

What it means. Your shop's public address must be 3 to 40 characters: lowercase letters a to z, digits, and dashes only between them. Some words are kept for the app (such as shop, menu, admin or help). You also see this when switching on the menu or shop, or asking for printed codes, before choosing an address.

What may have happened. A space, a dot, an accent or a letter outside a to z; two dashes in a row, or a dash at the start or end; a reserved word; no address chosen yet.

How to fix it.

1. In Settings → Online, type an address like my-cafe-2.
2. Save the address first, then switch on the menu or shop.

Still stuck? Contact support from Help → Support with the code after # in the help link and the address you tried.

What it means. Another shop uses the address you picked, or left it less than 90 days ago. A left address is kept for its old shop for 90 days, so its printed codes still forward its customers.

What may have happened. A common name (a type of shop, a city word) is already in use.

How to fix it.

1. Add something of your own: your area, branch or a number (for example my-cafe-downtown).
2. Save again in Settings → Online.
3. If you think the address is yours from an old account, contact support.

Still stuck? Contact support from Help → Support with the code after # in the help link and the address you want.

What it means. The shop's WhatsApp number is not connected to the front desk, so nothing can be sent to customers from the inbox and the connection cannot be checked.

What may have happened. The number was never connected; it was disconnected in Settings → Front desk; the access token or the app secret was cleared.

How to fix it.

1. The owner opens Settings → Front desk.
2. Under "Connect WhatsApp", paste the phone number ID, the access token and the app secret from your Meta app, then press "Save and connect".
3. In the Meta app, check that the webhook URL and the verify token shown on the page are the ones saved there.
4. Press "Check the connection", then try again.

Still stuck? Contact support from Help → Support with the code after # in the help link. Never send the access token or the app secret.

What it means. WhatsApp allows a business to reply freely only within 24 hours of the customer's last message. This conversation is past that, so a typed reply cannot be sent.

What may have happened. The customer has not written for more than a day; the reply was written to an old conversation; the customer asked for no more messages.

How to fix it.

1. Wait for the customer to write again: the reply box opens at once.
2. For an order's status, set an approved order-update template in Settings → Front desk: the status then reaches the customer even after 24 hours.
3. If it is urgent, call the customer on the number shown in the conversation.

Still stuck? Contact support from Help → Support with the code after # in the help link and the customer's conversation open.

What it means. Telegram refused the test message, the summary, or the request to find the chat, or did not answer at all. The page shows Telegram's reason after the message.

What may have happened. The bot token is wrong or was changed in @BotFather; the chat id is wrong; you blocked the bot, or removed it from the group; Telegram could not be reached for a moment.

How to fix it.

1. In Settings → Integrations (owner), paste the bot token again from @BotFather.
2. Send the bot any message in Telegram, then press "Find the chat id from the bot".
3. Press "Send a test message".
4. If Telegram was only unreachable, wait a few minutes and try again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the reason shown. Never send the bot token.

What it means. The app asked Telegram which chats have written to your bot, and there are none yet, so it cannot learn your chat id.

What may have happened. The bot was just made and nobody has written to it; the message went to another bot.

How to fix it.

1. Open Telegram, find your bot by its name and press Start, or send it any message.
2. For a group, add the bot to the group and post a message there.
3. Back in Settings → Integrations, press "Find the chat id from the bot" again.

Still stuck? Contact support from Help → Support with the code after # in the help link. Never send the bot token.

What it means. Your shop's Telegram bot is not set up yet, so nothing can be sent to Telegram.

What may have happened. The bot token or the chat id is empty in Settings → Integrations; you pressed a Telegram button, or connected Owner alerts, before setting the bot up.

How to fix it.

1. In Telegram, make a bot with @BotFather and copy its token.
2. The owner pastes it in Settings → Integrations under "Bot token" and saves.
3. Send the bot a message, then press "Find the chat id from the bot".
4. Try your Telegram button, or Owner alerts, again.

Still stuck? Contact support from Help → Support with the code after # in the help link and the button you pressed. Never send the bot token.

What it means. An item in the cart cannot be sold right now. When stock is short, the customer sees how many are left.

What may have happened. It was marked sold out or taken off the online menu; it cannot be ordered from the table; its choices changed; fewer are in stock than asked for. In scan and go: an unknown barcode, an item sold by weight, or one sold only at the counter.

How to fix it.

1. Customers: remove the item or lower its quantity, then order again.
2. In scan and go, take the item to the counter.
3. Owners and managers: check the product's online settings and its stock in Products and Stock.

Still stuck? If you are a customer, contact the shop. Shop owners: contact support from Help → Support with the code after # in the help link and the product's name.

What it means. The file you uploaded on Settings → Data is not a full backup made by the desktop program, so nothing was imported.

What may have happened. You picked another file by mistake (a picture, a receipt, a spreadsheet); the backup was opened and saved again in another program; the file was cut short while copying or downloading.

How to fix it.

1. In the desktop program, make a fresh backup (Settings → Backup).
2. Copy that file as it is: do not open, rename the extension or unzip it.
3. Upload it again on Settings → Data and press Import.
4. If you only want to move products, use Products → Import & export instead.

Still stuck? Contact support from Help → Support with the code bad_bundle, the file's name and its size.

What it means. The server could not understand what the page sent, so nothing was saved. The message may add a few words in brackets about which field was wrong.

What may have happened. A field holds something it cannot take (letters in a number, an empty choice); the page was open for a long time and is out of date; a choice on the page (such as a language or a look) is no longer offered.

How to fix it.

1. Read the words in brackets, if any, and correct that field.
2. Reload the page and fill in the form again.
3. Try once more.

Still stuck? Contact support from Help → Support with the code bad_request, the page and the words shown in brackets.

What it means. You are in the demo shop, and what you tried (printing, e-mail, payments, import and export, adding users, big pictures and a few settings) is switched off there.

What may have happened. Nothing is wrong: the demo shop is shared and goes back to how it was after a while, so these actions are kept off.

How to fix it.

1. Carry on trying the other parts of the demo.
2. To use this feature for real, start your free trial from the demo's button; everything works there.

Still stuck? If you see this outside the demo, contact support from Help → Support with the code demo_blocked and the page.

What it means. E-receipts are already being sent to the tax authority for this branch, so pressing "Submit now" again was not started.

What may have happened. The automatic sender (it runs every minute) was in the middle of a run; someone else pressed "Submit now" a moment before you; you pressed the button twice.

How to fix it.

1. Wait a minute.
2. Reload Reports → E-receipts and look at the counts: the run may already have sent your receipts.
3. Press "Submit now" again only if receipts are still queued.

Still stuck? If this shows for many minutes, contact support from Help → Support with the code eta_busy and the branch.

What it means. The connection test on Settings → E-receipts tried to sign in to the tax authority with your saved details, and it refused.

What may have happened. The Client ID or secret is wrong or was renewed on the tax portal; the POS serial is not the registered one; the environment (pre-production or production) does not match the details; the authority's service is down for a while.

How to fix it.

1. Read the reason shown after "Connection failed".
2. Copy the Client ID, secret and POS serial again from the tax portal into Settings → E-receipts.
3. Check the environment, save, and press the test again.
4. If the service is unavailable, wait and try later.

Still stuck? Contact support from Help → Support with the code eta_failed and the reason shown.

What it means. This branch cannot send e-receipts yet: e-receipts are off, the tax registration number (RIN) is not set, or the credentials are incomplete. The page usually names which.

What may have happened. E-receipts were never set up for this branch; you are on another branch; a desktop backup was imported (secrets do not travel with it).

How to fix it.

1. Check the branch picker at the top of the page.
2. The owner opens Settings → E-receipts and switches e-receipts on.
3. Type the RIN, the Client ID, the secret and the POS serial, then save.
4. Press the connection test to make sure it works.

Still stuck? Contact support from Help → Support with the code eta_not_ready and the branch.

What it means. You pressed "Submit now" on Reports → E-receipts and the run stopped with an error, shown after "Submission error". Receipts that were not sent stay in the queue.

What may have happened. The tax authority's service did not answer or was busy; it refused to sign in with your details; the internet between our server and the authority dropped.

How to fix it.

1. Read the reason after "Submission error".
2. If it is about signing in, run the connection test on Settings → E-receipts and fix the details.
3. Otherwise wait: failed receipts are tried again automatically every minute.
4. For receipts listed as rejected, fix the reason shown, then press Retry.

Still stuck? Contact support from Help → Support with the code eta_run_error and the reason shown.

What it means. You tried to import a desktop backup into an online shop that already has sales. To keep you from mixing two histories, nothing was imported.

What may have happened. You already sold online for a while; a first import was done before; you are signed in to another shop.

How to fix it.

1. Check the shop's name at the top of the page.
2. To let the backup replace everything, first download a copy of this shop on Settings → Data.
3. Then tick "Clear what is here first (sales, products, customers) and start from the copy" and import again.
4. To keep this shop's sales, do not tick it; ask support instead.

Still stuck? Contact support from Help → Support with the code has_sales and the shop's name.

What it means. The page shows "The server answered" and a number (500, 502, 503 or 504): the server answered without a proper message. What you did may not have been saved.

What may have happened. A short fault on our server; it was restarting or very busy; something between your browser and our server (your internet line, a network filter, the shop's router) got in the way; it took too long.

How to fix it.

1. Wait a minute, then reload the page.
2. Check whether it was saved before doing it again.
3. Try another connection, such as a phone's internet.
4. At the till, keep selling: the till app sends the sales when the server answers again.

Still stuck? Contact support from Help → Support with the code (for example http_502), the time and the page.

What it means. Something went wrong on our server while it worked on your request. It is our fault, not yours, and what you did may not have been saved.

What may have happened. A fault in the program on our side; a part of the server was not ready for a moment.

How to fix it.

1. Wait a minute, check whether it was saved, then try once more.
2. At the till, keep selling. If the server keeps failing on one receipt, the till sets it aside and sends the rest: it is under "Refused by the server" in the till's Settings → Online. Press Retry later.

Still stuck? If it happens again, contact support from Help → Support with the code internal, the time, the page or till, and what you pressed.

What it means. The service that reads invoice photos is overloaded or did not answer in time, so this photo was not read.

What may have happened. Many shops are reading invoices at the same moment; the reading service is slow; the connection between our server and it dropped for a moment.

How to fix it.

1. Wait a minute.
2. Send the same photo again.
3. If it keeps happening, receive the stock by hand on Inventory → Receive.

Still stuck? Contact support from Help → Support with the code ivp_err_busy and the time.

What it means. Invoice photos are sent to an outside reading service, and a manager has not yet agreed to that for this shop, so the photo was not sent.

What may have happened. This is the shop's first invoice photo; the agreement was never saved.

How to fix it.

1. A manager or the owner opens Settings → Invoice photos.
2. Read what is sent and kept, tick the agreement and press Save.
3. Go back to Inventory → Invoice from a photo and send the photo again.
4. If you are a cashier, ask your manager to do steps 1 and 2.

Still stuck? Contact support from Help → Support with the code ivp_err_consent.

What it means. The same photo, or an invoice with the same number from the same supplier, has already been received. To avoid adding the stock twice, it was stopped.

What may have happened. Someone else already received this invoice; it was received by hand earlier; you sent the same photo twice; the supplier really reused a number.

How to fix it.

1. Open the earlier invoice the page links to and compare it.
2. If it is the same delivery, set this one aside: nothing more needs receiving.
3. If it really is a different invoice with the same number, tick "Post it anyway (it is not a duplicate)" and confirm.

Still stuck? Contact support from Help → Support with the code ivp_err_duplicate, the supplier and the invoice number.

What it means. The file could not be used: it is not a picture or a PDF, it is empty or damaged, or it is bigger than the size shown under "Choose a file".

What may have happened. A file of another kind was picked (a document or a spreadsheet); the photo is very large from a high-resolution camera; the file did not finish copying.

How to fix it.

1. Use a photo (JPEG, PNG or WebP) or a PDF.
2. Check the size limit shown under "Choose a file".
3. If the photo is too big, take it again at a normal size, or send it from the phone with "Take a photo".

Still stuck? Contact support from Help → Support with the code ivp_err_file, the file's type and its size.

What it means. The invoice cannot be received yet, because at least one line is not complete. The page names the line.

What may have happened. A line has no product chosen; a line has no quantity; a line's amount is negative; every line was skipped, so there is nothing to receive.

How to fix it.

1. Go to the line number the message gives.
2. Choose a product, make a new one, or skip the line.
3. Fill in the quantity and check the amount.
4. Press confirm again.

Still stuck? Contact support from Help → Support with the code ivp_err_lines and the line number.

What it means. You tried to change or confirm an invoice that is no longer open: it was already received, or set aside.

What may have happened. Someone else finished it on another device; you did it in another tab; you pressed confirm twice.

How to fix it.

1. Go back to Inventory → Invoice from a photo and look at the recent invoices.
2. If it was received, check the stock: nothing more is needed.
3. If it was set aside by mistake, send the photo again to start a new one.

Still stuck? Contact support from Help → Support with the code ivp_err_not_draft and the invoice number.

What it means. Reading invoices from a photo is not switched on for this shop, so the page cannot read one.

What may have happened. The feature is not available to your shop yet; your plan does not include it; the plan was changed recently.

How to fix it.

1. Receive stock the usual way on Inventory → Receive.
2. If you expect this feature, the owner or a manager checks the Billing page: a higher plan may include it.

Still stuck? Contact support from Help → Support with the code ivp_err_off to ask when it will be on for your shop.

What it means. This invoice has more pages than one invoice may have, or the PDF has more pages than allowed (the limit is shown under "Choose a file").

What may have happened. Several invoices were scanned into one PDF; pages were added one by one beyond the limit.

How to fix it.

1. Split the pages so each invoice is sent on its own.
2. For a long PDF, save only the invoice's own pages into a new PDF.
3. If one invoice is really longer than the limit, receive the rest by hand on Inventory → Receive.

Still stuck? Contact support from Help → Support with the code ivp_err_pages and the number of pages.

What it means. The service that reads invoice photos is not working for us right now, so the photo was not read.

What may have happened. The reading service has a problem on its side; it is not set up on our server at the moment.

How to fix it.

1. Try again later.
2. Meanwhile, receive the stock by hand on Inventory → Receive.

Still stuck? If it lasts more than a few hours, contact support from Help → Support with the code ivp_err_provider and the time.

What it means. Your shop has read all the invoice pages its plan allows this month. The message shows how many were read and the monthly number.

What may have happened. More invoices than usual this month; long invoices with several pages, as every page counts.

How to fix it.

1. Receive this invoice by hand on Inventory → Receive.
2. The count starts again at the start of next month (your shop's own month).
3. If you need more every month, the owner or a manager checks the Billing page, or asks us for more.

Still stuck? Contact support from Help → Support with the code ivp_err_quota.

What it means. The reading service declined to read this document, so nothing was filled in.

What may have happened. The photo is not an invoice or delivery note; it shows other things (people, personal papers) besides the invoice; the content looked like something it must not read.

How to fix it.

1. Check that the photo shows only the supplier's invoice.
2. Take the photo again with nothing else in the picture.
3. If it still fails, receive the stock by hand on Inventory → Receive.

Still stuck? Contact support from Help → Support with the code ivp_err_refused.

What it means. During the free trial, a shop can read only a few invoices from a photo, and yours are used. Invoice photos are part of the paid plans.

What may have happened. You have tried the feature during the trial.

How to fix it.

1. Receive this invoice by hand on Inventory → Receive.
2. To keep reading invoices, the owner or a manager chooses a plan on the Billing page.

Still stuck? Contact support from Help → Support with the code ivp_err_trial.

What it means. The photo reached the reading service, but it could not find an invoice it could read.

What may have happened. The photo is blurred, dark or taken at an angle; part of the page is cut off; the paper is folded or crumpled; there is a strong shadow or glare.

How to fix it.

1. Lay the invoice flat on a table in good light.
2. Hold the phone straight above it so the whole page fits, with nothing cut off.
3. Take the photo again and send it.
4. If it still fails, receive it by hand on Inventory → Receive.

Still stuck? Contact support from Help → Support with the code ivp_err_unreadable.

What it means. You pressed the button to read an invoice, but no photo or file was attached.

What may have happened. The file choice was cancelled; the phone's camera did not pass the photo to the browser; the page reloaded and lost the file.

How to fix it.

1. Press "Take a photo" or "Choose a file" and pick the invoice.
2. Wait until the file's name shows, then press "Read the invoice".
3. If the camera does not hand the photo over, take the photo first and then use "Choose a file".

Still stuck? Contact support from Help → Support with the code ivp_no_file and the phone or browser you use.

What it means. You chose to make a new supplier for this invoice, but the name is empty and the invoice did not show one.

What may have happened. The supplier's name was not printed clearly; the field was left blank.

How to fix it.

1. Type the supplier's name in the new supplier field.
2. Or pick an existing supplier from the list instead.
3. Save or confirm again.

Still stuck? Contact support from Help → Support with the code ivp_sup_name_needed.

What it means. Our server, or a service it needs for this action, is not available for a short while. This is on our side.

What may have happened. We are updating the server; the server started with a problem and is waiting for a fix; card payments on the Billing page are not answering right now.

How to fix it.

1. Wait a few minutes and try again.
2. At the till, keep selling: the till app keeps the sales and sends them when the server is back.
3. For a payment or a plan change on the Billing page, try again later: the change was not made.

Still stuck? If it lasts more than half an hour, contact support from Help → Support or the contact details on our website, with the code maintenance and the time.

What it means. What you asked for is not on the server: a product, customer, receipt, device or page that the action refers to.

What may have happened. It was deleted by someone else; the link or bookmark is old; it belongs to another branch; the page was open for a long time and the list changed.

How to fix it.

1. Check the branch picker at the top of the page.
2. Reload the list and open the item again from there.
3. If it was deleted, make it again if you still need it.

Still stuck? Contact support from Help → Support with the code not_found, the page and the name or number you were looking for.

What it means. Another click on "Load sample data" or "Remove sample data" is still working, and only one of them can run at a time. Nothing more was changed.

What may have happened. The button was pressed twice; someone else signed in as the owner pressed it on another browser; a load from a few minutes ago is still finishing.

How to fix it.

1. Wait a moment, then reload the page: the card shows whether the sample is there or not.
2. If the page still says it is busy after ten minutes, reload once more and press the button again — a load that stopped half-way is cleared by the next one.

Still stuck? Contact support from Help → Support with the code sample_busy and the shop's name.

What it means. Sample data can be loaded only into a shop that has not sold anything yet, so that a real history is never mixed with a made-up one. Nothing was loaded.

What may have happened. A till already rang up a receipt; a desktop backup with sales was imported; you are signed in to another shop.

How to fix it.

1. Check the shop's name at the top of the page.
2. To see the app with sample data, start a fresh trial shop and load the sample there.
3. If the only sales are tests you made, there is no way to clear them from here; ask support.

Still stuck? Contact support from Help → Support with the code sample_has_sales and the shop's name.

What it means. You tried to change or apply a supplier price list that is no longer open: it was already applied, or set aside.

What may have happened. Someone else applied it on another device; you applied it in another tab; you pressed Apply twice.

How to fix it.

1. Go to Suppliers, open the supplier and then Price list by photo.
2. Look at the latest price list: if it shows this list's date and version, the new costs are already written and nothing more is needed.
3. If it was set aside by mistake, send the photo again to start a new review.

Still stuck? Contact support from Help → Support with the code spl_err_not_draft and the supplier's name.

What it means. At least one ticked row of the price list also sets the product's selling price, and your account may change costs but not selling prices.

What may have happened. You ticked "Also set the price" on a row; your account has the stock right but not the products right, and you are not a manager.

How to fix it.

1. Untick "Also set the price" on the rows and press Apply again: the new costs are written, the prices stay as they are.
2. Or ask a manager to open the same price list and apply it with the prices.
3. Or ask the owner to give you the products right under Team → the user → Rights.

Still stuck? Contact support from Help → Support with the code spl_err_price_right.

What it means. Apply writes the costs of the ticked rows that have one of your products and a price, and this price list has none.

What may have happened. Every row is unticked; the rows have no product chosen yet; the prices could not be read and none was typed.

How to fix it.

1. On each row you want, choose the product (or press "Make it a new product").
2. Type the list price where the row shows none.
3. Tick the rows and press Apply again.

Still stuck? Contact support from Help → Support with the code spl_err_rows.

What it means. A price list is recorded against one of your suppliers, so purchase orders to that supplier can start from its prices, and this one is not filed under any supplier yet.

What may have happened. The supplier's name printed on the list did not match any of your suppliers; the list was read without choosing a supplier first.

How to fix it.

1. At the top of the review, choose the supplier in the list.
2. If it is a new supplier, choose the option that adds the printed name as a new supplier.
3. Press Apply again.

Still stuck? Contact support from Help → Support with the code spl_err_supplier.

What it means. This shop or desktop program is already linked in a sync, and a device can be in only one sync at a time.

What may have happened. It joined a sync before; you pressed "Get a code" on a device that is a linked device, not the main one; you typed a code from a second main device.

How to fix it.

1. Open Settings → Sync and see which sync this device is in.
2. If it should move to the other sync, press "Leave the sync" first (your data stays as it is).
3. Then type the other code again.

Still stuck? Contact support from Help → Support with the code sync_already_in_group and the names of both devices.

What it means. You tried to join a sync, but the main device has not finished preparing its products for the others yet. Shown as "The main device is still preparing its products".

What may have happened. The sync was started a moment ago; the main device has many products and pictures; the main desktop program has not finished its first upload.

How to fix it.

1. Wait a minute.
2. Press the join button again with the same code (while it is still valid).
3. If the main device is a desktop program, keep it open and online until it has finished.

Still stuck? Contact support from Help → Support with the code sync_busy and the main device's name.

What it means. The sync code you typed does not match any code that the main device made.

What may have happened. A typo; a letter misread (codes are 8 characters and never use 0, O, 1, I, L or U); a code copied from an older screen; the code belongs to another shop.

How to fix it.

1. Look at the code on the main device's Settings → Sync and type it again carefully (spaces and dashes do not matter).
2. Or scan the QR code from a phone instead of typing it.
3. After a few wrong tries the code closes, so if in doubt get a new one.

Still stuck? Contact support from Help → Support with the code sync_code_bad.

What it means. Too many wrong codes were typed against this sync code, so it was closed for safety.

What may have happened. Several typos in a row; someone else tried to guess it.

How to fix it.

1. On the main device, open Settings → Sync and press "Add a device (new code)".
2. Type the new code carefully, or scan its QR code.

Still stuck? Contact support from Help → Support with the code sync_code_dead.

What it means. Sync codes work only for a short time (the main device shows "Valid until"), and this one is past its time, or the sync it belonged to was stopped.

What may have happened. The code was made a while ago; the main device stopped the sync after making it.

How to fix it.

1. On the main device, open Settings → Sync and press "Add a device (new code)".
2. Type the new code on the other device straight away.

Still stuck? Contact support from Help → Support with the code sync_code_expired.

What it means. Every sync code works once, for one device, and this one has already linked a device.

What may have happened. You used the same code for a second device; the first try worked even though the page did not show it; someone else used it.

How to fix it.

1. Check Settings → Sync on this device: it may already be linked.
2. If not, make a new code on the main device ("Add a device (new code)") and use it here.

Still stuck? Contact support from Help → Support with the code sync_code_used.

What it means. Before a device joins a sync, you must agree to what will happen to its products and sales; the agreement was not ticked.

What may have happened. The tick box was missed; the page was reloaded and the tick was cleared.

How to fix it.

1. Read "What will happen" on the page.
2. Tick "I understand what will happen and agree".
3. Press "Start the sync".

Still stuck? Contact support from Help → Support with the code sync_confirm_needed.

What it means. After joining, the first sync (copying products, pictures and sales history) stopped before the end. The reason is shown after "The first sync stopped".

What may have happened. The connection dropped; the server was busy or restarting; something in the data could not be copied.

How to fix it.

1. Read the reason shown.
2. Press "Sync now" on Settings → Sync to continue.
3. Watch the stages; once done, check the sync report on the same page for anything left out.

Still stuck? If it stops again at the same place, contact support from Help → Support with the code sync_first_failed and the reason shown.

What it means. A desktop program tried to join a sync, but receiving a sync on the desktop program is not open on our server yet.

What may have happened. The service is not ready on our side; this is not something you can fix in the program.

How to fix it.

1. Keep using the desktop program as usual; nothing changed in its data.
2. Contact us so we can tell you when it is available.

Still stuck? Contact support from Help → Support or the contact details on our website, with the code sync_not_available.

What it means. This sync action cannot be done from this account or device.

What may have happened. The action is only for another kind of device (the online app or the desktop program); the account does not have the sync features it needs.

How to fix it.

1. Open Settings → Sync and use the buttons offered there.
2. Make sure you are signed in to the right shop.

Still stuck? Contact support from Help → Support with the code sync_not_here, the device and the button you pressed.

What it means. You pressed a sync button (sync now, new code, leave, remove, clear the report), but this shop is not linked in any sync.

What may have happened. The sync was stopped by the main device; this device was removed or left in another tab; the page was out of date.

How to fix it.

1. Reload Settings → Sync to see the current state.
2. To link again, get a new code on the main device and join with it.

Still stuck? Contact support from Help → Support with the code sync_not_in_group.

What it means. A desktop program can receive a sync only when it is activated with a licence; a trial copy cannot.

What may have happened. The desktop program is still in its trial; its licence was not entered or is not valid on this computer.

How to fix it.

1. Activate the desktop program with its licence key.
2. Then type a new sync code from the main device.
3. A trial copy can still be the main device: start the sync from it instead, if that suits you.

Still stuck? Contact support from Help → Support with the code sync_not_licensed_desktop and the program's request code.

What it means. An online shop can receive a sync only when its subscription is paid; a trial or a read-only shop cannot.

What may have happened. The shop is still in its free trial; the subscription is not paid and the shop is read-only.

How to fix it.

1. The owner or a manager opens the Billing page and pays or chooses a plan.
2. Then come back and join with the code again (get a new one if it has expired).
3. A shop in its trial can still be the main device: start the sync from it instead.

Still stuck? Contact support from Help → Support with the code sync_not_licensed_online.

What it means. Only the main device of a sync can make new codes and remove other devices. This device is a linked one.

What may have happened. You pressed "Add a device" or "Remove" on a linked device.

How to fix it.

1. Open Settings → Sync on the main device (its name shows as "Main device").
2. Do the action there.

Still stuck? Contact support from Help → Support with the code sync_not_master.

What it means. You typed this device's own sync code on the same device. The code is meant for the other device.

What may have happened. The code was typed on the main device instead of the new one.

How to fix it.

1. Leave the code on the main device's screen.
2. On the other device, open Settings → Sync (or, in the desktop program, Settings → Sync → Join with a code) and type it there, or scan the QR code.

Still stuck? Contact support from Help → Support with the code sync_own_group.

What it means. This device is still in the sync, but its products, stock and sales are not moving, because its subscription or licence is not valid. The message says which.

What may have happened. The online shop's subscription is not paid or it is read-only; the desktop program's licence is not valid or not entered.

How to fix it.

1. For an online shop, the owner or a manager presses "Pay the subscription" (the Billing page).
2. For a desktop program, activate it with its licence key.
3. Sync resumes by itself once that is done; press "Sync now" to start at once.

Still stuck? Contact support from Help → Support with the code sync_paused and the reason shown.

What it means. This device is no longer part of the sync. If you just removed a device yourself, this is only a confirmation. Its data stays on it.

What may have happened. The main device removed this one; the main device stopped the sync for everyone; you removed the device a moment ago.

How to fix it.

1. If that was intended, nothing to do.
2. If not, ask whoever runs the main device for a new code.
3. Join again with that code from Settings → Sync.

Still stuck? Contact support from Help → Support with the code sync_removed and the device's name.

What it means. Too many wrong sync codes were typed from your internet connection, so tries from it are paused for safety.

What may have happened. Several typos; several devices in the shop tried old codes; someone on the same network was guessing.

How to fix it.

1. Wait an hour, then try again.
2. Get a fresh code from the main device and type it carefully, or scan its QR code.

Still stuck? Contact support from Help → Support with the code sync_too_many_tries and the time.

What it means. You tried to edit or undo a tax period marked as paid, but that settlement had already been undone. It stays in the list, marked "Undone".

What may have happened. Someone else undid it a moment before; you did it in another tab or on another device; the page was out of date.

How to fix it.

1. Reload Reports → Tax collected.
2. If the period really was paid, mark it as paid again with "Mark as paid" and the right amount.

Still stuck? Contact support from Help → Support with the code tax_cancelled and the period.

What it means. The tax period marked as paid that you tried to open, edit or undo is not on the server.

What may have happened. The link or bookmark is old or incomplete; you are signed in to another shop than the one it belongs to.

How to fix it.

1. Check the shop's name at the top of the page.
2. Open Reports → Tax collected and choose the period from "Settled periods".

Still stuck? Contact support from Help → Support with the code tax_not_found and the period.

What it means. The account you chose was merged into another account. It stays for history, but new entries and changes must use the account it was merged into.

What may have happened. Someone merged two accounts in Books → Chart of accounts; a saved form, recurring invoice, scheduled journal or bank rule still points at the old account; you tried to edit the merged account itself.

How to fix it.

1. Open Books → Chart of accounts. A merged account shows "Account merged"; open it to see where it went.
2. Choose the destination account on your entry or document instead.
3. Update any recurring invoice, scheduled journal or bank rule that still uses the old account.

Still stuck? Contact support (Help → Support) and quote this code and the account's code.

What it means. A number is bigger than Books can store safely, or adding it would push a total past that limit.

What may have happened. An extra digit or a pasted number without its decimal point; a quantity and a price that multiply into a huge amount; a bank statement row with a broken amount (the import preview names the row).

How to fix it.

1. Check every amount, quantity and price on the form for extra zeros or a missing decimal point.
2. For a bank statement, fix the named row in your file or check the decimal mark (. or ,), then preview again.
3. If the amounts are really right, contact support before trying again.

Still stuck? Contact support (Help → Support) and quote this code, the page and the amount you typed.

What it means. This entry is above the approval amount set for your business, and a reviewer rejected it. Books will not post that same entry.

What may have happened. The reviewer found a wrong amount, account, date or customer; the entry was not expected; the entry was a duplicate.

How to fix it.

1. Open Books → Approvals and read the reviewer's reason.
2. Correct the entry and send it again. A changed entry becomes a new request, which a reviewer can approve.
3. If you think the rejection was a mistake, talk to the reviewer before sending it again.

Still stuck? Contact support (Help → Support) and quote this code and the date of the request.

What it means. The entry is above the approval amount set for your business, so another person must approve it before it is posted. A request was created; nothing has been posted yet.

What may have happened. This is normal when the approval rule is on. It also shows when an automatic entry (from the tills or another part of the app) has only one approval: those need two different reviewers.

How to fix it.

1. Ask a colleague with the "Post and reverse journals" right to approve it in Books → Approvals.
2. After the approval, repeat the same action with the same details. Books checks it again and posts it.
3. You cannot approve your own request.

Still stuck? Contact support (Help → Support) and quote this code and what you were posting.

What it means. You tried to approve or reject a request that you made yourself, or one you already approved. Every approval must come from a different person.

What may have happened. You created the entry; you gave the first of the two approvals an automatic entry needs; several people share one login.

How to fix it.

1. Ask another person with the "Post and reverse journals" right to review it in Books → Approvals.
2. If nobody else has that right, the owner can give it in Team → the person → Rights.
3. Give each person their own login, so every approval shows who decided.

Still stuck? Contact support (Help → Support) and quote this code.

What it means. A statement row has the same bank transaction ID as a row imported earlier, but a different date, amount or description. The import stops so one transaction is not counted twice.

What may have happened. The bank corrected a transaction; the wrong column was chosen as "Bank transaction ID"; the file was edited by hand.

How to fix it.

1. In the import preview, look at the rows marked with this message.
2. Choose "Bank transaction ID" only for the bank's own unique ID column, or leave it out.
3. Compare with the earlier import in Books → Banking and cash. If that one was wrong, open it, use "Undo unused rows", then import the new file.

Still stuck? Contact support (Help → Support) and quote this code and the file's date range.

What it means. Books could not safely read the file, or the dates or amounts in it.

What may have happened. The file is empty, larger than 20 MB or longer than about 50,000 rows; the date order or decimal mark is wrong; one field was given to two columns; an amount cell holds text; a row has both a debit and a credit.

How to fix it.

1. Read the preview: rows with problems are listed with their row number.
2. Check the header row, the date order and the decimal mark, then click Preview again.
3. Export one complete statement from your bank again as CSV or Excel (OFX and MT940 also work) and upload that file.

Still stuck? Contact support (Help → Support) and quote this code and the bank's name for the file format.

What it means. Books needs to know which column of your statement holds the date and which holds the money.

What may have happened. The columns could not be guessed from the file's headings; the wrong header row was chosen; both an amount column and debit or credit columns were chosen.

How to fix it.

1. In the import preview, check the header row number, so the column names show correctly.
2. Choose the date column.
3. Choose either one amount column, or a debit column and a credit column. Do not choose both kinds.
4. Click Preview, check the first rows, then import.

Still stuck? Contact support (Help → Support) and quote this code.

What it means. You tried to close a month, or to record a tax return as filed, while the month-close checklist still has open items.

What may have happened. The month has not ended; till sales for some days are not checked or posted; suspense is not zero in a branch; depreciation is not posted; the tax summary needs review; a bank account is not reconciled.

How to fix it.

1. Open Books → Period locks → Month-close checklist for that month.
2. Work through every item that is not done. Use "Check the next POS days" for the till sales.
3. Close the month soon after the check; late offline sales can make the check stale again.

Still stuck? Contact support (Help → Support) and quote this code and the month.

What it means. A year-end close was started and has not finished. While it runs, Books pauses posting and balance reports so the figures stay consistent.

What may have happened. The run stopped part-way because the page was closed or the connection dropped; someone else started it and it is still running.

How to fix it.

1. Open Books → Period locks → Year-end close.
2. Click "Continue year-end" and wait until it says "Year-end completed".
3. Then repeat what you were doing.
4. Only a person with the "Set up Books and lock periods" right can continue it; ask them if you cannot.

Still stuck? Contact support (Help → Support) and quote this code and the year being closed.

What it means. The quote, sales order or delivery note cannot become the document you chose, or the quantities do not fit what is left.

What may have happened. The quote is not accepted, or was declined or expired; the source is a draft or closed; you asked for more than remains; the date is before the source's; you changed lines on a linked draft; an invoice with stock items does not come from a delivered delivery note.

How to fix it.

1. Check the source's status.
2. Allowed: quote → sales order or invoice; sales order → delivery note or invoice; delivery note → invoice.
3. Convert only the remaining quantities, dated on or after the source.
4. To change linked lines, cancel the draft to release them, then convert again.

Still stuck? Contact support (Help → Support) and quote this code and the document numbers.

What it means. Each cost centre needs its own name, and another centre already uses this one.

What may have happened. The centre was created before; someone else added it at the same time; the name differs only in spacing you cannot see; an inactive centre still holds the name.

How to fix it.

1. Open Books → Cost centres and look for the name, including inactive centres.
2. Use or reactivate the existing centre instead of adding a new one.
3. If you really need a second one, give it a clearly different name (for example add the branch or year).

Still stuck? Contact support (Help → Support) and quote this code and the name.

What it means. A business can have up to 500 cost centres, and yours has reached that number.

What may have happened. Centres were created for every small job or month; centres were imported or created automatically in large numbers.

How to fix it.

1. Open Books → Cost centres and look for centres you no longer use.
2. Rename an unused centre and use it for the new purpose, instead of adding another one.
3. Use fewer, broader centres (by team or project) and keep detail in the entry's memo.

Still stuck? Contact support (Help → Support) and quote this code.

What it means. A supplier bill with the same supplier invoice number is already in Books for this supplier. Books stops it so the same invoice is not paid or counted twice.

What may have happened. The bill was entered before, maybe by a colleague; it was created from goods receiving or an invoice photo and then typed again by hand; the number was mistyped.

How to fix it.

1. Open Books → Supplier bill and look for that supplier and number.
2. If it is the same invoice, use the existing bill.
3. If the supplier really reused the number for another invoice, add the invoice date to the number so the two differ.

Still stuck? Contact support (Help → Support) and quote this code, the supplier and the number.

What it means. Every account in the chart of accounts needs its own code, and another account already has this one.

What may have happened. The account already exists; the code was typed with a different number of digits than you think; someone added an account with that code at the same time.

How to fix it.

1. Open Books → Chart of accounts and look for the code.
2. If the account you need is already there, use it, or edit it.
3. Otherwise choose a free code: up to 10 letters, digits, dashes or underscores, usually next to related accounts.

Still stuck? Contact support (Help → Support) and quote this code and the account code.

What it means. Books saves each entry or document in one safe step, and this one has too many lines or items to fit.

What may have happened. A journal entry or document with very many lines; a schedule or recurring item that would create thousands of entries; too many items in a cash forecast; too many documents matched in one payment.

How to fix it.

1. Split the entry into two or more smaller entries, each with equal debits and credits.
2. Split a long invoice or bill into several documents.
3. Shorten a schedule (fewer repeats or an end date) or remove forecast items you do not need.
4. Allocate a payment to fewer documents at a time.

Still stuck? Contact support (Help → Support) and quote this code and what you were saving.

What it means. Books posts the tills' sales for each day. For this day, the sales and tax figures do not match the tax report for the same day, so Books will not post them.

What may have happened. Tills are still sending offline sales for that day; a sale or refund changed while the day was being checked; a tax setting changed during the day.

How to fix it.

1. Make sure every till of that branch is online and has sent its offline sales.
2. Wait a few minutes, then open Books → POS feed and click "Check and post this day" for that day.
3. If the same day keeps failing, do not post it by hand.

Still stuck? Contact support (Help → Support) and quote this code, the branch and the day.

What it means. Posting of the tills' sales for a day, or saving of the opening balances, started and has not finished. Books will not close a period or run some reports until it does.

What may have happened. The posting was interrupted by a lost connection or a closed page; Books is still posting a busy day; opening balances were being saved and stopped part-way.

How to fix it.

1. Open Books → POS feed. Days marked "Posting pending" need finishing.
2. Click "Check and post this day" for each of those days.
3. If you were saving opening balances, open Set up Books → Opening balances and save them again.
4. Then repeat what you were doing.

Still stuck? Contact support (Help → Support) and quote this code and the pending days.

What it means. The file upload was reserved but not finished in time, so it was cancelled. Nothing was attached.

What may have happened. The upload was interrupted by a slow or lost connection; the page stayed open a long time before the file was sent; the same upload was retried much later.

How to fix it.

1. Reload the attachments page.
2. Choose the file again and upload it as a new upload.
3. On a slow connection, try a smaller file (a PDF or a smaller photo).

Still stuck? Contact support (Help → Support) and quote this code, the document number and the file size.

What it means. Attachments must be a PDF, JPEG, PNG or WebP file and no bigger than the maximum file size shown on the attachments page.

What may have happened. The file is a Word, Excel, HEIC or other type; the photo is too large; the file is empty or damaged; the file name says ".pdf" but the file is something else.

How to fix it.

1. Check the "Maximum file size" line on the attachments page.
2. Save or export the document as PDF, or the photo as JPEG.
3. Make a large photo smaller (most phones can share a smaller copy) and try again.

Still stuck? Contact support (Help → Support) and quote this code, the file type and size.

What it means. Your business has used all the attachment storage it has. The attachments page shows how much is used.

What may have happened. Many large photos or scanned PDFs were attached; the same file was attached more than once.

How to fix it.

1. Open the attachments of a few documents and remove attachments you do not need (a reason is asked). The space comes back.
2. Attach smaller files: compress photos, or scan in black and white.
3. Storage depends on your plan; the owner or a manager can move to a higher plan on the Billing page.

Still stuck? Contact support (Help → Support) and quote this code.

What it means. Books could not safely save or open this attachment at the moment. Files are checked when they are opened, and Books will not show a file that fails the check.

What may have happened. A short problem on the server's file storage; the connection dropped while saving.

How to fix it.

1. Wait a few minutes and try again.
2. If you were uploading, reload the page and check whether the file is listed before uploading it again.
3. Keep your own copy of the file until it opens correctly.

Still stuck? If it keeps happening for the same file, contact support (Help → Support) and quote this code, the document number and the file name.

What it means. This Books action needs a right your login does not have, or the business cannot be changed right now.

What may have happened. Managers do not get Books rights automatically; your right covers viewing but not this action; your login is limited to some branches, and this page covers all branches; the subscription is not paid, so the shop is read-only.

How to fix it.

1. Ask the owner to give you the needed Books right in Team → you → Rights (for example "Manage purchases and payments").
2. If the whole shop is read-only, the owner or a manager pays on the Billing page.
3. Use a login that covers all branches for Books pages.

Still stuck? Contact support (Help → Support) and quote this code and the page.

What it means. A revaluation of foreign-currency balances was started and has not finished. Until it does, Books pauses posting and financial reports so the figures stay consistent.

What may have happened. The revaluation stopped part-way because the page was closed or the connection dropped; someone else started it and it is still running.

How to fix it.

1. Open Books → Currency revaluation.
2. Click "Continue revaluation" and wait until it finishes.
3. Then repeat what you were doing.
4. If you cannot continue it, ask the person who started it, or someone with the "Set up Books and lock periods" right.

Still stuck? Contact support (Help → Support) and quote this code and the month.

What it means. The app received the same form twice, but the second time the details were different. To stay safe it did not save the second one.

What may have happened. You went back in the browser, changed something and sent the old form again; you double-clicked and edited at the same time; the page was reloaded during sending.

How to fix it.

1. Reload the page and check whether the first version was saved (look in the list or the journal).
2. If it was saved and needs a change, edit it or reverse it the normal way.
3. If nothing was saved, open a fresh form and enter it again. Avoid the browser's Back button to resend forms.

Still stuck? Contact support (Help → Support) and quote this code and the time.

What it means. The delivery note takes more of an item out of stock than the branch has on hand.

What may have happened. The stock count is lower than you thought; sales at the till used the stock; goods were received but not entered yet; the delivery is set on the wrong branch.

How to fix it.

1. Check the item's quantity in Stock for that branch.
2. If goods arrived, enter the receiving first.
3. Deliver what you have now and the rest later: convert only part of the order's quantity.
4. Check the branch on the delivery note.

Still stuck? Contact support (Help → Support) and quote this code, the item and the branch.

What it means. The account chosen is not active, does not exist any more, or is the wrong kind for this line, or the account's details are not valid.

What may have happened. The account was made inactive; sales lines need an income account, bill lines an expense or asset account, payments a cash or bank account; the code has spaces or symbols; the name is empty or longer than 120 characters.

How to fix it.

1. Open Books → Chart of accounts and check the account is active and of the right kind.
2. Choose another active account of the right kind.
3. Codes use up to 10 letters, digits, dashes or underscores.

Still stuck? Contact support (Help → Support) and quote this code and the account.

What it means. The cost centre chosen is not active or no longer exists, or the centre's name is not valid.

What may have happened. The centre was made inactive after the form was opened; an old saved entry or recurring item still uses it; the name is empty or longer than 120 characters.

How to fix it.

1. Open Books → Cost centres and check the centre is active.
2. Reload your form and choose an active centre, or leave the line unassigned.
3. Keep names short and under 120 characters.

Still stuck? Contact support (Help → Support) and quote this code and the centre's name.

What it means. A document in a foreign currency needs a valid exchange rate for its own date, and revaluation rates must be valid numbers for supported currencies.

What may have happened. A foreign currency was chosen with no exchange rate; the document's date was changed after the rate was set; a rate is zero, negative or far too large.

How to fix it.

1. Open the draft and enter the exchange rate for the document's date.
2. If you changed the date, save the draft again so the rate matches the new date.
3. In Books → Currency revaluation, enter a positive rate for each currency.

Still stuck? Contact support (Help → Support) and quote this code, the currency and the date.

What it means. A date is missing, not a real date, or not allowed here.

What may have happened. The date is in the future (assets, bank statement lines and till days must be today or earlier); a match is dated before the statement line; a year-end close was started before the year ended; the date was typed in a different format.

How to fix it.

1. Pick the date from the calendar instead of typing it.
2. Use today or an earlier date.
3. For a bank statement, check the date order (day first or month first) in the import preview.
4. Start a year-end close only after the year's last month has ended.

Still stuck? Contact support (Help → Support) and quote this code and the date you used.

What it means. Something in the entry or form does not make sense to Books, so nothing was saved.

What may have happened. A line has both a debit and a credit, or neither; fewer than two lines or more than 200; a memo longer than allowed; a number typed with letters or extra symbols; a draft that was already issued; an old link or "Next" page that no longer fits.

How to fix it.

1. Reload the page.
2. Give each line an account and either a debit or a credit, not both.
3. Type amounts with digits and one decimal point only.
4. Keep memos short and use at most 200 lines; split a bigger entry.

Still stuck? Contact support (Help → Support) and quote this code and the page.

What it means. In the chart of accounts, an account's parent must be active and of the same kind (asset, liability, equity, income or expense), and an account cannot sit under itself.

What may have happened. The parent chosen is another kind or inactive; the choice would put an account under its own child; you tried to make an account inactive while it still has active child accounts.

How to fix it.

1. Choose a parent of the same kind that is active, or "None".
2. To make a parent inactive, first move or deactivate its child accounts.
3. Check the chart's tree in Books → Chart of accounts.

Still stuck? Contact support (Help → Support) and quote this code and the account codes.

What it means. Accounts are merged as of today. This account already has an entry dated later than today, so it cannot be merged yet.

What may have happened. An entry, bill or invoice was dated ahead by mistake; a scheduled item was posted with a future date.

How to fix it.

1. Look at the account in Books → Chart of accounts to find the later entry.
2. If the date was a mistake, reverse that entry and post it again with the right date.
3. Otherwise wait and merge on or after that entry's date.

Still stuck? Contact support (Help → Support) and quote this code and the account code.

What it means. Only two of your own accounts of the same kind and type, in your main currency, can be merged.

What may have happened. One account is a system account, a bank or cash account, or already merged; the two accounts are of different kinds or types; the account to merge away has child accounts; the account to keep is inactive; one account is in a foreign currency.

How to fix it.

1. Check both accounts in Books → Chart of accounts.
2. Move child accounts away from the account you want to merge first.
3. Make the account you keep active.
4. Choose a different pair if one is a system, bank or cash account.

Still stuck? Contact support (Help → Support) and quote this code and both account codes.

What it means. Your business has a custom set-up that posts the tills' sales into this account. Merging it away would break that posting.

What may have happened. A custom posting set-up for till sales was made for your business and names this account.

How to fix it.

1. Choose another account to merge, and keep this one.
2. If you really need to merge it, the till sales set-up must first point at another account. There is no page for that set-up in the app, so contact support.

Still stuck? Contact support (Help → Support) and quote this code, the account code and the account you want to keep.

What it means. The document, account, bill, file or other Books record you asked for is not there.

What may have happened. It was removed or cancelled; the link is old or from another business; the record belongs to a different month than the one shown; a branch or customer it used was removed.

How to fix it.

1. Go back to the list in Books and reload it.
2. Change the month at the top of the list and look again.
3. Search the journal with Books → Search journal using the number or amount.
4. If you used a link from an e-mail or a bookmark, open the record from the list instead.

Still stuck? Contact support (Help → Support) and quote this code and the number you are looking for.

What it means. The document could not be sent by this channel, so nothing was sent.

What may have happened. The customer's e-mail address is missing or not valid; earlier mail to that address bounced or was marked as spam, so we no longer send to it; the customer has no usable mobile number for a message; sending is not set up for your business.

How to fix it.

1. Check the e-mail address on the document and on the customer: one address, no spaces.
2. Add the customer's full mobile number to send a message instead.
3. If the address bounced before, ask the customer for another address.
4. You can always copy the customer link and send it yourself.

Still stuck? Contact support (Help → Support) and quote this code and the document number.

What it means. The app started sending the document but could not confirm that it went out. To avoid sending it twice, it will not resend it on its own.

What may have happened. A short problem with the mail service or the connection while sending; the same send is still being finished.

How to fix it.

1. Ask the customer whether the document arrived.
2. The owner can see such sends in Books → Messages, marked as not confirmed.
3. If it did not arrive, check the recipient's details and send it again as a new send.

Still stuck? Contact support (Help → Support) and quote this code, the document number and the time.

What it means. Books is turned off for this business, so Books pages and actions are not available.

What may have happened. Books was never switched on; someone switched it off in Settings → Features; your plan no longer includes Books; the subscription was cancelled.

How to fix it.

1. The owner opens Settings → Features and switches Books on.
2. If Books is not offered there, the owner or a manager can move to a higher plan on the Billing page.
3. Switching Books off and on again does not delete what was already recorded.

Still stuck? Contact support (Help → Support) and quote this code.

What it means. The date you used falls in a month that is locked, so nothing can be added or changed there.

What may have happened. The month was locked in Books → Period locks; for a bank account, the date is on or before its last finished reconciliation; opening balances cannot change once any month was closed; till sales arrived late for a locked month.

How to fix it.

1. Use a date in an open month, if that is right for the entry.
2. If the change belongs to the locked month, a person with the "Set up Books and lock periods" right reopens it in Books → Period locks (with a reason), makes the change, then locks it again.
3. For bank lines, use dates after the last reconciliation.

Still stuck? Contact support (Help → Support) and quote this code and the month.

What it means. This customer has a special price for the item, saved for its old unit (for example per piece). The item's unit in Products has changed since, so the old price may be wrong.

What may have happened. Someone changed the item's unit in Products, for example from piece to box or kilo.

How to fix it.

1. Open Books → Customer price lists and choose the customer.
2. Look at the item: the page shows its current unit.
3. Save the customer's price again for the current unit, or choose a product price level (retail, wholesale or sale) instead.
4. Then create the document again.

Still stuck? Contact support (Help → Support) and quote this code, the customer and the item.

What it means. Financial years must be closed in order. An earlier year still has income and expense balances that were not closed into retained earnings.

What may have happened. The year-end close was never run for an earlier year; entries were posted into an earlier year after it was closed.

How to fix it.

1. Open Books → Period locks → Year-end close.
2. Start with the earliest year that is not closed, and close it.
3. Then close the following years one by one.
4. If an earlier year changed after its close, close it again to refresh its figures.

Still stuck? Contact support (Help → Support) and quote this code and the years.

What it means. The item cannot be used on this Books document.

What may have happened. The item is inactive or deleted in Products; it is made from a recipe at the time of sale, so it has no stock to deliver; you added a stock item to a credit note (credit notes take only text lines).

How to fix it.

1. Check the item in Products: it must be active.
2. For a recipe item, use an item that is kept in stock, or a text line with a description and price.
3. On a credit note, describe the item in a text line instead of choosing the product.

Still stuck? Contact support (Help → Support) and quote this code and the item's name.

What it means. Sending a document to a customer uses a customer link on your shop's public address, and that is not ready.

What may have happened. The shop has no public address yet; the document is still a draft; no customer link was created for the document, or it was removed; the link expired (links last one year).

How to fix it.

1. A manager or the owner sets the shop's public address in Settings → Online.
2. Issue the document so it is no longer a draft.
3. Create the document's customer link, then send it again.

Still stuck? Contact support (Help → Support) and quote this code and the document number.

What it means. This action is recorded in the history, and it needs a short reason.

What may have happened. The reason box was empty or only spaces, or longer than 500 characters. Reasons are needed to reverse an entry, lock or reopen a month, approve or reject a request, remove an attachment, merge accounts, change the approval amount and set a bank line aside.

How to fix it.

1. Type a short, clear reason, for example "Wrong customer" or "Duplicate bill".
2. Keep it under 500 characters.
3. Send the form again.

Still stuck? Contact support (Help → Support) and quote this code.

What it means. A bank reconciliation can be finished only when the difference is zero and every statement line has been reviewed.

What may have happened. The closing balance typed does not match the bank statement; some statement lines are not matched or set aside; an entry is missing in Books or posted with a wrong amount.

How to fix it.

1. Check the closing balance you typed against the bank statement for that date.
2. Review every new statement line: match it to an entry, create one, or set it aside with a reason.
3. Look for missing or wrong entries if the difference stays.
4. Click "Finish reconciliation" when the difference is zero.

Still stuck? Contact support (Help → Support) and quote this code, the bank account and the date.

What it means. While you were working, the same record or the books changed, so your version is out of date. To keep the figures right, nothing was saved.

What may have happened. A colleague edited the same document; till sales were posted at the same moment; you had the page open in two tabs; settings changed.

How to fix it.

1. Reload the page.
2. Check what is there now; your colleague's change may already cover it.
3. Make your change again and save.

Still stuck? If it happens every time on the same page, contact support (Help → Support) and quote this code and the page.

What it means. The journal search could not run with these filters.

What may have happened. The date range is longer than 36 months or the end is before the start; the amount is not a positive number; the text has more than eight words or 200 characters; the number, branch, customer or supplier is not valid; you used a "Next" page from an older search.

How to fix it.

1. Use a date range of at most 36 months.
2. Type the amount as a plain positive number.
3. Use fewer, shorter words.
4. Run the search again from the start instead of using an old "Next" link.

Still stuck? Contact support (Help → Support) and quote this code and your filters.

What it means. Books has no chart of accounts yet, so nothing can be posted or reported.

What may have happened. Books was just switched on; the set-up was started and not finished.

How to fix it.

1. Open Books → Set up Books.
2. Go through the steps and click "Save and create the chart".
3. Then come back and try again.
4. Only the owner or a person with the "Set up Books and lock periods" right can do the set-up.

Still stuck? Contact support (Help → Support) and quote this code.

What it means. The goods receiving, invoice photo or supplier credit you picked for this supplier bill cannot be used now.

What may have happened. It was already turned into a bill; it changed after you loaded it; the invoice photo is not confirmed yet; it belongs to another supplier or branch; the bill is in a foreign currency, dated before the source, or its products or quantities differ; invoice photos are not part of your plan.

How to fix it.

1. Reload the bill and choose the source again.
2. Confirm the invoice photo first.
3. Keep the source's products and quantities; extra text lines are fine.
4. Look in Supplier bill for a bill that already uses it.

Still stuck? Contact support (Help → Support) and quote this code and the supplier.

What it means. Some accounts are created by Books and used by it automatically (marked "System" in the chart). They must stay active and keep their code and type.

What may have happened. You tried to make a system account inactive, change its code or its kind; you tried to make a new account a system account.

How to fix it.

1. Leave the system account's code, kind and active box as they are. You can still change its name.
2. If you want a different structure, add your own accounts under it.
3. To stop using a system account, simply do not post to it by hand.

Still stuck? Contact support (Help → Support) and quote this code and the account code.

What it means. A tax return can be recorded as filed only when all its figures are reviewed and agree with the books.

What may have happened. Some tax lines are marked for review; older entries are still being indexed; the tax summary does not agree with the tax accounts; a source document changed after posting.

How to fix it.

1. Open Books → VAT return for that period.
2. Review the lines marked for review and choose the right tax code.
3. Wait a few minutes if older entries are still being indexed, then reload.
4. Record the return as filed when nothing is left to review.

Still stuck? Contact support (Help → Support) and quote this code and the period.

What it means. Every entry needs the same total on the debit side as on the credit side, and the total must be more than zero.

What may have happened. A line is missing; an amount was typed on the wrong side; a rounding difference; all amounts are zero; in bank matching, the chosen entries do not add up to the statement line.

How to fix it.

1. Add up the debit and credit columns and find the difference.
2. Add the missing line or move an amount to the other side.
3. In bank matching, pick entries whose total equals the statement line exactly.

Still stuck? Contact support (Help → Support) and quote this code and the totals.

What it means. A credit note must point at the invoice it corrects, and that invoice must match it.

What may have happened. The invoice picked is still a draft; it belongs to another customer, branch or currency; it is dated after the credit note; the reason is empty; the original number or reason is longer than allowed (40 and 800 characters); or a reference was entered on a document that is not a credit note.

How to fix it.

1. Open the credit note and pick the invoice from the list the picker offers (it only lists posted invoices of the same customer, branch and currency).
2. Date the credit note on or after the invoice.
3. Write a short reason (a return, a price correction, goods damaged).

Still stuck? Contact support from Help → Support with both document numbers.

What it means. A bank reconciliation that ends in the middle of a past month needs that month's day-by-day balances, and they are not prepared yet.

What may have happened. The month is older than the daily balance index Books keeps (it is built for recent months and on request for older ones); the preparation job was interrupted; or it is still running.

How to fix it.

1. Open Books → Banking → the account → Reconcile, and press "Prepare daily balances" for that month (it resumes where it stopped).
2. Wait for the banner to say the month is ready, then run the reconciliation again.
3. If you only need a whole-month reconciliation, end it on the last day of the month: no daily balances are needed.

Still stuck? Contact support from Help → Support with the account and the month.

What it means. The logo set for invoices and other documents cannot be used.

What may have happened. The file is not a PNG, JPEG or WebP; it is corrupt; or it is too large (more than 8 million pixels, for example 4000 × 2000).

How to fix it.

1. Export the logo again as PNG or JPEG at about 600 pixels wide.
2. Upload it in Books → Settings → Documents → Logo.
3. Or switch the logo off for documents on the same page: the business name is printed instead.

Still stuck? Contact support from Help → Support and attach the file.

What it means. A financial year can be closed only after all twelve of its months are locked.

What may have happened. One or more months of the year are still open, or were reopened for a change.

How to fix it.

1. Open Books → Period locks.
2. For each open month of that year, finish its month-close checklist and lock it.
3. Then open Year-end close and start again.
4. Only a person with the "Set up Books and lock periods" right can lock months.

Still stuck? Contact support (Help → Support) and quote this code and the year.

What it means. The shop's AI access switch is off, so no key works, however valid.

What may have happened. The owner never switched it on; it was switched off on purpose; the plan changed to one without AI access.

How to fix it.

1. Open Settings → AI access and switch it on (owner only). Read the consent sentence: the AI sees what the key's scopes allow.
2. Check the plan: AI access is on the Business / Restaurant and Chain plans.
3. Ask your AI to try again.

Still stuck? Contact support from Help → Support and say which AI client you use.

What it means. The AI asked for something this key may not see (for example customers, while the key only has reports).

What may have happened. The key was made with fewer scopes than the question needs; the AI tried a tool on its own; a prompt the AI received told it to probe other data.

How to fix it.

1. In Settings → AI access, open the key and look at its scopes.
2. Either make a new key with the scope you need (keys are shown once), or ask the AI a question inside the key's scopes.
3. If you did not expect the AI to try this, revoke the key: after 20 refused calls in an hour it pauses on its own.

Still stuck? Contact support from Help → Support and say which AI client you use.

What it means. The key made 20 refused calls in one hour (wrong scopes or unknown tools) and was paused as a precaution; the owner got the alert "AI key paused".

What may have happened. The AI kept trying tools outside the key's scopes; an automation looped; someone probed the key.

How to fix it.

1. Open Settings → AI access → the key: read the last calls in its log.
2. If the use was yours, press Resume; if not, Revoke it and make a new one.
3. Give the AI a key whose scopes cover what you ask it, so it stops hitting refusals.

Still stuck? Contact support from Help → Support and say which AI client you use.

What it means. A key may make 2,000 calls a day (and 60 a minute); this one used them up.

What may have happened. An agent or automation calls the shop in a loop; several people share one key; a report was built one row at a time.

How to fix it.

1. Wait for the next day (the shop's time zone) or use another key.
2. Give each person or automation its own key, so one runaway loop does not block the others.
3. Ask for summaries (sales_report by day) rather than row by row.

Still stuck? Contact support from Help → Support and say which AI client you use.

What it means. A new key needs a name you will recognise later in the list and the log.

What may have happened. The name box was left empty.

How to fix it.

1. Type a name such as "My ChatGPT" or "Accountant's Claude" and save again.

Still stuck? —

What it means. A key with no scopes could see nothing, so it is not made.

What may have happened. No scope box was ticked.

How to fix it.

1. Tick at least one scope (reports, stock, products, receipts, customers, bookings, HR) and save.

Still stuck? —

What it means. A shop can hold a fixed number of AI keys at a time.

What may have happened. Old keys were never revoked; keys were made for tests and forgotten.

How to fix it.

1. In Settings → AI access, revoke the keys you no longer use (their last use is shown).
2. Make the new key.

Still stuck? —

What it means. The key was limited to a branch the shop does not have.

What may have happened. A typo in the branch; the branch was removed after the form was opened.

How to fix it.

1. Pick the branch from the list, or leave the branch empty for the whole shop.

Still stuck? —

What it means. The key's expiry date is in the past.

What may have happened. A date typed by hand with the wrong year or month.

How to fix it.

1. Set the last day to today or later, or leave it empty for a key that does not expire.

Still stuck? —

What it means. Only the owner (or a manager explicitly given the ai_keys right through the API) can make, revoke, pause or resume keys.

What may have happened. A manager or cashier opened Settings → AI access.

How to fix it.

1. Ask the owner to make the key and hand it to you.
2. Managers can be given the right through the API only, on purpose: keys reach everything their scopes allow.

Still stuck? —

What it means. The receipt number you typed must be a finished till sale matching the booking's prepared cart, and the server could not match it.

What may have happened. A typo; the till was offline and has not synced yet; the sale was for another customer, team member or price; a service is missing; the receipt was voided, held or returned.

How to fix it.

1. Check the number on the paper receipt, including the letters before the dash (T2-…).
2. If the till was offline, let it sync, then try again.
3. Check the receipt is from this branch, for this customer, with every service at its booked price.
4. With several team members, type one receipt each, in the order shown.

Still stuck? Contact support from Help → Support with the booking and the receipt number.

What it means. You tried to charge a no-show or late-cancellation fee to the customer's account, but the part of the app that keeps customer accounts is not connected for your shop, so the fee cannot be recorded.

What may have happened. The fee feature is switched on in Booking settings, but customer-account charging is not available to this shop.

How to fix it.

1. If the customer paid a deposit, keep the deposit instead (open the booking → Keep a deposit).
2. Otherwise collect the fee at the till as a normal sale.
3. If you do not want to see this option, switch off "Allow configured no-show and late-cancellation fees" in Booking settings.

Still stuck? Contact support from Help → Support and tell us you expected to charge fees to customer accounts.

What it means. You changed the slot size in Booking settings, but there are bookings still to come. The slot size is the grid every booking sits on, so it cannot change under existing bookings.

What may have happened. You (or a colleague) tried to change "Slot size (minutes)" while upcoming bookings exist in this branch.

How to fix it.

1. Keep the old slot size for now and save the other settings.
2. If you really need the new size, open the Calendar and move or cancel the upcoming bookings first.
3. Then change the slot size and save again.

Still stuck? Contact support from Help → Support with the branch name and the slot size you want.

What it means. The time you picked (including any preparation and cleanup minutes) falls outside the business's opening hours, on a closed date, or outside the team member's working hours.

What may have happened. The visit runs past closing time; the day is in "Closed dates" or has special dated hours; the team member does not work then; a repeating visit lands on a closed day (those dates are listed as gaps).

How to fix it.

1. Pick another time, or a shorter set of services.
2. Check Opening hours, Closed dates and dated hours in Booking settings.
3. Check the team member's own hours under Bookable staff.
4. For a repeating series, change or skip the dates that are shown as gaps.

Still stuck? Contact support from Help → Support with the date, time and team member.

What it means. Something in a Bookings form did not pass the server's checks. This is Bookings' general "something is not right" message.

What may have happened. A required field was empty or too long; the phone is not a valid local number; a number is out of range (for example a capacity above 500); an import file is over 80 KB or 100 rows, is not a spreadsheet, or names a missing sheet; an import preview has expired.

How to fix it.

1. Read the form again and fix any empty or unusual field.
2. Type the customer's phone in the local format.
3. For an import, use the template's headings, keep it to 100 rows, and preview again.

Still stuck? Contact support from Help → Support with what you were saving and when.

What it means. A limit on bookings was reached, so this one is not accepted.

What may have happened. Online: this phone number made the most bookings allowed today; the shop reached its monthly number of online bookings; the customer already has three waitlist requests open. In setup: the plan's bookable team members or resources are used up; there are already 50 connection keys or 10 links to other systems.

How to fix it.

1. Customers: try again tomorrow, or phone the business to book.
2. Owners: switch off staff or resources you no longer use, or revoke old keys (Bookings → View → Connections).
3. For more bookable staff, resources or online bookings, upgrade on the Billing page.

Still stuck? Contact support from Help → Support and say which limit you met.

What it means. The booking page or action is closed for this business or branch.

What may have happened. Bookings is not switched on in Booking settings; "Accept online bookings" is off; this page (appointments, table reservations or classes) is not switched on; the plan does not include Bookings; the shop's subscription is unpaid and the shop is read-only.

How to fix it.

1. Customers: contact the business directly.
2. Owners: open Booking settings, check that Bookings is enabled and online bookings and the right page are on, then save.
3. Check the Billing page: the plan must include Bookings and the subscription must be paid.
4. Make sure the link points at the right branch.

Still stuck? Contact support from Help → Support with the link you shared.

What it means. The customer's package (prepaid sessions) cannot be used for this visit, or the receipt cannot be linked to the package.

What may have happened. The package belongs to another customer; no sessions are left; it has expired or is frozen; it does not cover this service; the receipt you linked is already claimed by another customer, or does not hold the package product exactly once.

How to fix it.

1. Open the customer's packages and check the owner, sessions left, expiry and frozen status.
2. Unfreeze or extend it if that is your policy, or check the visit out normally.
3. When linking a purchase, use the receipt where this customer bought this package (one line).

Still stuck? Contact support from Help → Support with the customer, the package and the receipt number.

What it means. The request breaks one of the business's booking rules.

What may have happened. Online: the time is sooner than the minimum notice or further ahead than "Book ahead (days)"; the free-cancellation time has passed; the customer is blocked from online bookings. In the app: a walk-in was dated in the future or over a month ago; a fee needs fees on, an amount, a reason and a no-show or late cancellation; a deposit was already taken.

How to fix it.

1. Customers: contact the business to change or cancel.
2. Staff: check Minimum notice, Book ahead and Free cancellation notice in Booking settings.
3. For fees, write the reason and check the booking's status.

Still stuck? Contact support from Help → Support with the booking and what you tried.

What it means. Something tried to save Bookings settings through the shop's general settings. Bookings keeps its own settings, which can only be saved from the Booking settings page.

What may have happened. An older page, a saved browser form, or another program sent booking settings the wrong way.

How to fix it.

1. Reload the app (to get the latest pages).
2. Open Booking settings, make the change there and save.

Still stuck? Contact support from Help → Support with the page you were on when this appeared.

What it means. Someone (or something) changed the booking, the time off or the settings after you opened it, so your change was not saved over theirs.

What may have happened. A colleague edited the same booking; the customer moved or cancelled it online; a reminder or payment updated it; the 10-minute hold on an online time ran out; the form was sent twice.

How to fix it.

1. Reload the page to see the latest version.
2. Check what changed, then make your change again.
3. Online customers: pick the time again; held times are kept for 10 minutes only.

Still stuck? If it happens every time, contact support from Help → Support with the booking.

What it means. The action does not fit the booking's status right now.

What may have happened. The booking is already done, cancelled or a no-show; a class is full, not confirmed, or has started; you tried to book one person into a class for several, or used the appointment page for a class; money is still pending on the booking.

How to fix it.

1. Reload the booking and look at its status.
2. Choose an action that fits it (for example, copy a finished booking instead of editing it).
3. For classes, pick a future, confirmed session with seats left.

Still stuck? Contact support from Help → Support with the booking and the action you tried.

What it means. The time you chose is no longer free: another booking, time off, or a break now uses the same team member, room or table.

What may have happened. Another customer or a colleague booked it a moment earlier; the team member has time off then; no team member is free for "Anyone available".

How to fix it.

1. Pick one of the other times offered.
2. Choose another team member or "Anyone available".
3. Staff: check the Calendar and Time off and breaks for that hour.

Still stuck? Contact support from Help → Support with the date, time and team member.

What it means. A connection key or a team calendar subscription link was refused.

What may have happened. It was revoked or has expired; it was copied incompletely; the owner who made it is no longer active or no longer the owner; it was made for a different use.

How to fix it.

1. Open Bookings → View → Connections and check the key or calendar link.
2. Make a new one (the owner can) and copy the whole secret: it is shown only once.
3. Put the new one into the calendar app or the other system, and revoke the old one.

Still stuck? Contact support from Help → Support with the name you gave the key.

What it means. To keep two bookings from overlapping, the server reserves every slot of the visit, for every team member and resource. This visit needs more of those at once than one save allows.

What may have happened. A very long visit with a small slot size; many services, staff or resources on one booking; large tables combined.

How to fix it.

1. Shorten the visit, or split it into two bookings.
2. Use fewer resources on one booking.
3. Raise "Slot size (minutes)" in Booking settings (only when there are no upcoming bookings).

Still stuck? Contact support from Help → Support with the services, duration and slot size.

What it means. The attendance file you uploaded has nothing in it, or no file was chosen.

What may have happened. You pressed upload without picking a file; the export from the device or its software failed and wrote an empty file; the USB stick was removed before the copy finished.

How to fix it.

1. Open HR → Attendance devices → Files and pick the file again.
2. Open the file on your computer to check it has rows.
3. Export the attendance log from the device again, wait for it to finish, then upload.

Still stuck? Contact support from Help → Support with the device's brand and model and the file's name.

What it means. The attendance-device request was refused. The message shows the exact reason next to it.

What may have happened. Most often: no registered device was picked; no punch could be read from the file (check the columns); the file was already run, or was never run so it cannot be undone; the person's device code is empty or taken by someone else; a device's name, brand or time zone is missing; the device has not called yet, so there is nothing to approve.

How to fix it.

1. Read the reason shown and fix that field.
2. For files, pick the device it came from and match the columns in the preview.
3. For codes, use the person's user number on the device.

Still stuck? Contact support from Help → Support with the reason shown and the device's model.

What it means. The plan allows a set number of attendance devices, and that many are already added.

What may have happened. All allowed devices are in use; an old device you replaced is still on the list.

How to fix it.

1. Open Settings → Attendance devices and remove a device you no longer use (its punches on the timesheet stay).
2. Or upgrade on the Billing page for more devices (the owner or a manager).

Still stuck? Contact support from Help → Support with how many devices you need.

What it means. Attendance devices put their punches on the HR employee files, so they can only be switched on when HR is on.

What may have happened. You tried to switch on attendance devices while HR is still off.

How to fix it.

1. Make sure Staff is on (Settings → Staff).
2. The owner switches HR on in Settings → HR.
3. Then switch on Settings → Attendance devices.

Still stuck? Contact support from Help → Support with the page and the time it happened.

What it means. Punches from attendance devices are not received because HR or attendance devices are switched off. While off, nothing is received and nothing is stored.

What may have happened. HR was switched off; attendance devices were switched off; the till app is still reading a device over the shop's network after they were switched off.

How to fix it.

1. The owner checks Settings → HR is on.
2. Then switches on Settings → Attendance devices.
3. If you no longer use devices, open that page in the till app and choose "Forget on this till" for each device.

Still stuck? Contact support from Help → Support with the till's name and the device.

What it means. The till app forwarded punches for a device whose setting says punches arrive another way (by file or from its own software), so the server refused them.

What may have happened. The device's "How punches reach us" was changed after the till was set to read it; the wrong device was picked on the till.

How to fix it.

1. Open Settings → Attendance devices and the device's settings.
2. If the till should read it, set "How punches reach us" to the LAN bridge through the till app (or live push).
3. If not, open the same page in the till app and choose "Forget on this till" for that device.

Still stuck? Contact support from Help → Support with the device's name and the till's name.

What it means. An amount in an HR form is missing, not a number, or below zero.

What may have happened. The asset's value was left in a strange format; a loan instalment is negative or bigger than the loan; a back-pay line was zero; a payroll adjustment was typed as negative.

How to fix it.

1. Type the amount as a plain number, like 1250 or 1250.50.
2. Keep it zero or above; a back-pay amount cannot be zero.
3. A loan instalment must be no more than the loan.

Still stuck? Contact support from Help → Support with the form and the amount you typed.

What it means. The CV attached to a job application is larger than 2 MB.

What may have happened. A scanned CV in high quality; a long PDF with pictures; a photo straight from a phone camera.

How to fix it.

1. Save the CV as a smaller PDF (many programs have "reduce file size").
2. Or take a smaller photo, or a screenshot of the CV.
3. Send it again (a PDF or a picture, up to 2 MB).

Still stuck? Applicants: contact the business directly. Shop owners: contact support from Help → Support.

What it means. HR documents and scans are stored locked with your shop's own key. The server could not read that key just now, so the file was not saved.

What may have happened. A short problem on our side.

How to fix it.

1. Wait a minute and upload the document again.
2. If it fails again, try later.

Still stuck? Contact support from Help → Support with the time and the document you were uploading.

What it means. The person you picked is not part of this payroll run, or not on the staff list.

What may have happened. The person joined after the run was made; they belong to another branch; they were removed from the staff list; you opened an employee page without a person; for commission approval, nobody matched.

How to fix it.

1. Check the person and the run's branch and period.
2. Pick the person from the list instead of typing.
3. For a new person, add the line to the next run.
4. Open employee files from HR's list of people.

Still stuck? Contact support from Help → Support with the run's period and the person.

What it means. An HR request was refused. The page shows the exact reason next to the message.

What may have happened. Most often: the branch does not exist; the person is not in this run; the run is final, or must be a draft; the period is out of order or too long; leave overlaps other leave, or the request is already decided; a scan is the wrong type or too large; a phone awaits a manager's approval; punches less than a minute apart; a different person must take this step (the two-person rule).

How to fix it.

1. Read the reason and fix that one thing.
2. Reload the page; a colleague may have changed it.

Still stuck? Contact support from Help → Support with the reason shown.

What it means. HR keeps its employee files on the staff profiles, so HR cannot be switched on while Staff is off.

What may have happened. You tried to switch on HR before switching on Staff for the main branch.

How to fix it.

1. Open Settings → Staff for the main branch, switch Staff on and save.
2. Then the owner switches HR on in Settings → HR.

Still stuck? Contact support from Help → Support with the page and the time it happened.

What it means. HR (employee files, documents, leave and payroll) is switched off for the shop, so HR pages cannot show or save anything.

What may have happened. HR was never switched on, or the owner switched it off.

How to fix it.

1. Ask the owner to open Settings → HR.
2. Staff must be on first (Settings → Staff).
3. The owner switches HR on and saves.
4. Check the Billing page if HR is not offered on your plan.

Still stuck? Contact support from Help → Support.

What it means. A staff-ledger entry or a commission posting needs an amount above zero.

What may have happened. The amount was empty or zero; a minus sign was typed; you posted commission for a person whose commission for the period is zero.

How to fix it.

1. Type the amount above zero (only an adjustment may be negative).
2. For commission, check the period and the commission rules: there must be something to post.

Still stuck? Contact support from Help → Support with the person and the period.

What it means. The grace time in Settings → Staff must be a whole number of minutes between 0 and 120. Grace is how many minutes after the scheduled start someone may arrive before they count as late.

What may have happened. A decimal or a word was typed; the number is over 120; the box was left empty.

How to fix it.

1. Type a whole number from 0 to 120 (for example 10).
2. Save again.

Still stuck? Contact support from Help → Support.

What it means. "Overtime after (hours a day)" in Settings → Staff must be a number of hours from 0 to 24.

What may have happened. A word, a time like 8:30, or a number above 24 was typed; the box was left empty.

How to fix it.

1. Type hours as a number, like 8 or 8.5.
2. Type 0 for no overtime.
3. Save again.

Still stuck? Contact support from Help → Support.

What it means. A commission rate in Settings → Staff is not a number from 0 to 100.

What may have happened. A % sign or a word was typed; the rate is above 100 or negative; the base, category, product or target rate has this problem.

How to fix it.

1. Type each rate as a plain number, like 2.5.
2. To remove a rate, clear its box and save.

Still stuck? Contact support from Help → Support with the rate you typed.

What it means. When adding a commission rate for a product, the name or barcode you typed matches no product.

What may have happened. A typo; the product has a slightly different name; it was deleted; the barcode was mistyped.

How to fix it.

1. Check the exact name or barcode in Products.
2. Type it again, or scan the barcode into the box.
3. Save again.

Still stuck? Contact support from Help → Support with the product name.

What it means. The salary on the staff profile is not an amount the app can read.

What may have happened. Letters or a currency sign were typed; the number is negative; separators are in the wrong place.

How to fix it.

1. Type the salary as a plain number, like 5000 or 5000.50.
2. Leave it 0 if the person has no salary.
3. Save again.

Still stuck? Contact support from Help → Support.

What it means. A working day on the staff profile's schedule needs both a start and an end time, and they cannot be the same.

What may have happened. Only the start or only the end was filled; the time is not in hh:mm form; the start and end are equal.

How to fix it.

1. Look at the day named in the message.
2. Type a start and an end, like 09:00 and 17:00 (a night shift may end after midnight).
3. Clear both boxes if the person does not work that day.

Still stuck? Contact support from Help → Support.

What it means. The staff profile you opened does not exist.

What may have happened. You used an old link or bookmark; the person was removed; the link is for another branch.

How to fix it.

1. Go to Staff and pick the person from the list.
2. If they are missing, add them again with Add a person.
3. Check the branch picker at the top of the page.

Still stuck? Contact support from Help → Support with the person's name.

What it means. Each monthly target in the commission rules needs both a target amount above zero and a rate.

What may have happened. The target was filled but the rate was empty (or the other way round); the target was zero or not a number.

How to fix it.

1. Fill both boxes of each target, for example 50000 and 3.
2. To remove a target, clear both boxes.
3. Save again.

Still stuck? Contact support from Help → Support.

What it means. An entry on the staff ledger needs an amount above zero. Only an adjustment may be negative, and not zero.

What may have happened. The amount was empty, zero, or negative for an advance, a settle or another kind.

How to fix it.

1. Type the amount above zero.
2. To take money back, choose the right kind (for example an adjustment with a minus amount).
3. Save again.

Still stuck? Contact support from Help → Support with the person and the kind of entry.

What it means. A time in a staff or HR form is missing or not in hh:mm form.

What may have happened. A roster entry without a shift had no start or end; a shift template is missing a time; a timesheet correction has no date or time; a time like 9.30 or 9pm was typed.

How to fix it.

1. Type times as hh:mm on the 24-hour clock, like 09:30 or 21:00.
2. For a correction, fill both the date and the time.
3. Save again.

Still stuck? Contact support from Help → Support.

What it means. A staff form was refused. The page usually names the exact field next to the message.

What may have happened. Most often: the name is empty; the start date is not a date; the PIN is not 4 to 8 digits; the card code is too short or another person has it; that till user is linked to another person; the salary or commission is not right; the period is over 92 days; a correction has no reason or no punch picked; the time is not hh:mm.

How to fix it.

1. Read the reason shown and fix that field.
2. For a PIN or card already in use, give a different one.
3. Save again.

Still stuck? Contact support from Help → Support with the reason shown.

What it means. Staff (clocking in and out, timesheets, commission and the staff ledger) is not switched on for this branch.

What may have happened. Staff was never switched on; it was switched off; you are looking at another branch.

How to fix it.

1. Check the branch picker at the top of the page.
2. An owner or manager opens Settings → Staff, switches it on and saves.
3. If Staff is not offered, check the Billing page.

Still stuck? Contact support from Help → Support.

What it means. The clock PIN does not match this person, or the card is not known.

What may have happened. A typo; the wrong name was picked; the PIN was changed; the card was never set or was replaced; no PIN was typed.

How to fix it.

1. Pick your own name and type your PIN again.
2. Swipe the card slowly once.
3. After five wrong tries the clock locks for five minutes: wait, then try.
4. A manager can set a new PIN or card on the staff profile.

Still stuck? Ask your manager, or contact support from Help → Support.

What it means. Commission for this person and period was already posted to the staff ledger. It is posted once only, so it is not paid twice.

What may have happened. It was posted earlier (by you or a colleague); the form was sent twice.

How to fix it.

1. Open the staff ledger and look for the commission entry for that period.
2. If the amount must change, add an adjustment on the ledger with a note.

Still stuck? Contact support from Help → Support with the person and the period.

What it means. The punch does not follow the person's current state: in, out or on a break.

What may have happened. Clocking in when already in; clocking out or starting a break when not in; coming back from a break when not on one; a punch on another till or device already changed the state.

How to fix it.

1. Look at the person's state on the Clock in / out screen.
2. Choose the punch that fits (out after in, back after break).
3. If a punch was missed, a manager corrects it on the timesheet.

Still stuck? Contact support from Help → Support with the person, the time and the till.

What it means. The person is not on the staff list, or is switched off.

What may have happened. The person was removed or switched off; a sale names a salesperson who is no longer on the list; the till user picked does not exist; the till's list is old.

How to fix it.

1. Open Staff and check the person is listed and switched on.
2. Pick another salesperson on the sale, or switch the person back on.
3. On the till app, let it sync to get the latest list.

Still stuck? Contact support from Help → Support with the person's name and the till.

What it means. The order is marked as a delivery, but it has neither an address nor an area, so the driver would not know where to go.

What may have happened. The address box was left empty; the customer was picked but has no address saved; the order type was switched to delivery after the customer was chosen.

How to fix it.

1. Type the address on the order, or pick the customer's area.
2. If the customer has a saved address, choose it from the customer's addresses.
3. If it is not a delivery, switch the order back to takeaway or dine-in.
4. Save the order again.

Still stuck? Contact support from Help → Support with the till's name, the order and the time.

What it means. The till opened a booking's checkout with the booked services already on the sale, and one of them was removed or its quantity lowered before payment, so the receipt would no longer match the booking.

What may have happened. A cashier deleted a service line or changed its quantity; the sale was cleared by mistake; the customer asked to drop a service.

How to fix it.

1. Put the booked services back on the sale as they were, then take payment.
2. If the customer really had fewer services, change the booking first at reception (Bookings → the visit), then open its checkout again.
3. Extra products the customer buys can be added beside the booked services.

Still stuck? Contact support from Help → Support with the booking, the till's name and the time.

What it means. The booking belongs to a customer this till does not have in its saved customer list, so the sale cannot be put on their account.

What may have happened. The customer was added a moment ago on another device; the till has not refreshed its lists since; the till was offline when the customer was added.

How to fix it.

1. Make sure the till is online.
2. Use Reload in the till app's menu so it fetches the newest customers.
3. Open the booking's checkout again.

Still stuck? Contact support from Help → Support with the booking, the customer's name and the till's name.

What it means. The till has no prepared checkout for this booking visit, or the one it had is gone.

What may have happened. The checkout was opened on another till; the till app was restarted or reloaded after the checkout was opened; the visit's checkout was already finished or cancelled at reception.

How to fix it.

1. Open Bookings, find the visit and press Check out again.
2. Finish the payment on the same till where the checkout opened.
3. If the visit is already paid, look its receipt up in Receipts instead.

Still stuck? Contact support from Help → Support with the booking, the till's name and the time.

What it means. Opening or finishing a booking's checkout needs the server, and the till is offline right now.

What may have happened. The internet is down; the server cannot be reached from this network; the till was just started and has not connected yet.

How to fix it.

1. Check the internet on this computer or phone.
2. Wait for the till to show it is online again, then try once more.
3. If the customer cannot wait, sell the services as a normal sale; the visit can be marked paid at reception later.

Still stuck? Contact support from Help → Support with the till's name and the time.

What it means. The booking has a service (or a product of a package) this till does not have in its saved product list, or it was switched off, so the till cannot put it on the sale.

What may have happened. The service was added or switched on a moment ago; the till has not refreshed its lists; the service was switched off or deleted after the booking was made.

How to fix it.

1. Make sure the till is online and use Reload in the till app's menu.
2. Check the service in Products: it must be active.
3. Open the booking's checkout again.

Still stuck? Contact support from Help → Support with the booking and the service's name.

What it means. The booking's checkout was already paid, so it cannot be sold a second time. The message names the receipt it went on.

What may have happened. The payment went through, but the screen did not change; two cashiers tried to finish the same checkout; the checkout was paid offline and is waiting to be sent.

How to fix it.

1. Open the receipt named in the message (Receipts, or the till's last receipts) and check it.
2. If the customer must pay more, make a new sale for the extra items.
3. If it was charged twice, void or return the extra receipt.

Still stuck? Contact support from Help → Support with both receipt numbers and the booking.

What it means. The attendance device you are adding to this till has no registry id, so the till cannot tell the server which device its punches belong to.

What may have happened. The device was typed in by hand on the till without choosing it from the shop's device list; the id box was cleared.

How to fix it.

1. In the till app, open Settings → Attendance devices.
2. Pick the device from the shop's list of devices, rather than typing a new one.
3. If it is not in the list, add it first on the same page in the app (as the owner or a manager), then come back.

Still stuck? Contact support from Help → Support with the device's name and the till's name.

What it means. The till needs the attendance device's address on the shop's network (like 192.168.1.20) to read its punches, and the box is empty or too long.

What may have happened. The address was not typed; a web address or a long text was pasted instead of the device's own address.

How to fix it.

1. Read the device's network address on its own screen (usually under the network or communication menu).
2. Type it in the device's address box on Settings → Attendance devices in the till app.
3. Press Test to check that the till can reach it, then save.

Still stuck? Contact support from Help → Support with the device's make and model.

What it means. Terminals of that make only answer a till that signs in, so the till needs the user name and the password set on the terminal.

What may have happened. The user name or the password box was left empty; the device's make was changed to this one after the other boxes were filled.

How to fix it.

1. Type the terminal's user name and password, as set on the terminal itself (ask whoever installed it).
2. Press Test, then save. The password stays on this till only; it is never sent to the server.

Still stuck? Contact support from Help → Support with the device's model; never send us the password.

What it means. The port typed for the attendance device is not a valid network port.

What may have happened. A typo; an extra digit; a part of the address was typed in the port box.

How to fix it.

1. Leave the port at the default the page suggests for the device's make, unless the installer changed it.
2. Otherwise type the port shown on the device's network screen (a number from 1 to 65535).
3. Press Test, then save.

Still stuck? Contact support from Help → Support with the device's make and model.

What it means. The till asked the server to split a bill and the answer did not hold the two bills it expected, so the till did not change anything.

What may have happened. The connection broke in the middle of the answer; the server was busy or being updated; the till app is older than the server.

How to fix it.

1. Wait a moment and try the split again.
2. Check the bill: it is still whole, nothing was lost.
3. If it happens every time, update the till app.

Still stuck? Contact support from Help → Support with the table, the bill number and the time.

What it means. The selling page inside the till app asked the till app for something in a way it does not understand, so nothing was done.

What may have happened. The till app is older than the page (the page was updated, the till app was not); the page is older than the till app and was not reloaded; a box on the page held something the till did not expect.

How to fix it.

1. Use Reload in the till app's menu.
2. If it comes back, update the till app to the newest version (download it again from the website and install it over the old one; the receipts waiting on the till are kept).
3. Try the same action again.

Still stuck? Contact support from Help → Support with the code from the help link's address (the part after #), the till app's version (About in its menu) and what you pressed.

What it means. A "What happened?" link pointed somewhere other than this guide, so the till app did not open it. This protects the till: it only opens the guide's own pages from an error.

What may have happened. The page is older or newer than the till app; something on the page changed the link.

How to fix it.

1. Use Reload in the till app's menu and try the link again.
2. Or open this guide on any browser and look the message up by its words.

Still stuck? Contact support from Help → Support with the message you saw and the till app's version.

What it means. The sale has an add-on (an extra or an option) that the product does not have, so the till cannot price it.

What may have happened. The add-on was removed from the product or renamed on another device; the till still shows an old list; a held order was saved before the change.

How to fix it.

1. Use Reload in the till app's menu so the till has the newest products.
2. Remove the item from the sale and add it again with its current add-ons.
3. Check the product's add-ons in Products if one seems missing.

Still stuck? Contact support from Help → Support with the product's name and the add-on named in the message.

What it means. A line of the return has a quantity of zero or less, so there is nothing to take back on that line.

What may have happened. A quantity box was cleared or set to 0; a minus sign was typed; a line was left on the return after its quantity was removed.

How to fix it.

1. Type how many of each item come back, as a number above zero.
2. Remove the lines that do not come back.
3. Make the return again.

Still stuck? Contact support from Help → Support with the receipt number and the time.

What it means. The till was pairing with your shop, but the server's answer did not hold everything the till needs, so the till did not save the connection.

What may have happened. The connection broke during pairing; a network filter or proxy changed the answer; the server was being updated at that moment.

How to fix it.

1. Check the internet on this computer.
2. Get a new pairing code in Settings → Tills and type it in the till app within 10 minutes.
3. If it happens again on this network, try another network (for example a phone's hotspot) for the pairing only.

Still stuck? Contact support from Help → Support with the till's name and the time.

What it means. The page asked the till app to print or open the cash drawer on a printer that is not installed on this computer, or on a file, which the till app does not allow.

What may have happened. The till's printer settings were copied from another computer; the printer was renamed or removed in the computer's settings; a printer that prints to a file (PDF or XPS) was chosen.

How to fix it.

1. Open Devices in the till app's menu.
2. Choose the receipt printer (and the drawer's printer) from the list of printers on this computer.
3. Print a test page.

Still stuck? Contact support from Help → Support with the printer's make and model and the till's name.

What it means. The server refused the request but did not say why in a form the till understands; the till shows the server's own words.

What may have happened. The server is being updated; a network device in between changed the answer; the till app is much older than the server.

How to fix it.

1. Read the words shown and try again in a minute.
2. Update the till app if it is old.
3. Sales keep going: what cannot be sent waits in the till's queue.

Still stuck? Contact support from Help → Support with the words shown, the till's name and the time.

What it means. The till app met an error it did not expect while doing what you asked, and stopped that action. The message shows the details the computer gave.

What may have happened. A disk or file problem on this computer; a card terminal or QR payment step failed to start; the till app was closing at that moment; a fault in the till app.

How to fix it.

1. Try the action once more.
2. For a card or QR payment, check the payment screen: an approved payment is never taken twice; if in doubt, look at the terminal's own slip before charging again.
3. Close the till app and open it again. Sales waiting to be sent are kept.
4. Make sure the computer's disk is not full.

Still stuck? Contact support from Help → Support with the words shown, the till's name and the time.

What it means. The till was asked for something the shop's settings switch off. The message says which: delivery and phone orders, price levels, or tables.

What may have happened. The feature was switched off in the settings; it was switched on a moment ago but this till has not refreshed its settings yet; the plan does not include it.

How to fix it.

1. Ask the owner or a manager whether it should be on.
2. If yes, switch it on in Settings (Delivery, Price levels or Tables).
3. Use Reload in the till app's menu so the till picks the change up.

Still stuck? Contact support from Help → Support with the feature's name and the till's name.

What it means. The page in the till app asked the till to send a request in the till's name to a part of the server the till does not allow, so it was refused. This keeps the till's key from being used for anything else.

What may have happened. The page is older or newer than the till app; a page that is not the shop's selling page was opened inside the till app.

How to fix it.

1. Use Reload in the till app's menu.
2. Update the till app to the newest version.
3. Open only the shop's own pages inside the till app.

Still stuck? Contact support from Help → Support with the till app's version and what you pressed.

What it means. The sale has not reached the server yet, and a return of it is waiting in the till's queue behind it. Voiding the sale now would clash with that return.

What may have happened. The till was offline when the sale and its return were made; the queue has not been sent yet.

How to fix it.

1. Bring the till online and let it send what is waiting (Sync now on the till).
2. When the sale and its return have reached the server, take back what is still left with another return instead of a void.
3. Do not make the same return twice: check the receipt's RETURN rows first.

Still stuck? Contact support from Help → Support with the receipt number and the till's name.

What it means. The customer's deposits are kept on the server, so using one on a sale needs the connection; an offline till cannot check how much of it is still free.

What may have happened. The internet is down; the till still has receipts waiting to be sent and must send them first.

How to fix it.

1. Take this payment another way (cash, card or credit), or
2. wait until the till is online and its waiting receipts are sent, then use the deposit.

Still stuck? Contact support from Help → Support with the customer's name and the till's name.

What it means. The plan has more instalments than the shop allows, or a number below zero.

What may have happened. The number was mistyped; the shop's maximum was lowered in the settings.

How to fix it.

1. Choose a number of instalments from 1 up to the shop's maximum.
2. To allow more, the owner or a manager can raise the maximum in Settings → Instalment settings.

Still stuck? Contact support from Help → Support with the number you chose and the time.

What it means. The plan's instalments must come every week or every month, and neither was chosen.

What may have happened. The choice was left empty; the page was reloaded and lost it.

How to fix it.

1. Choose weekly or monthly.
2. Save the plan again.

Still stuck? Contact support from Help → Support with the customer's name and the time.

What it means. The first instalment's date is before the day of the sale or more than a year after it (when a plan is changed later: more than a month back or two years ahead).

What may have happened. The year was mistyped; the computer's date is wrong; a date in the past was picked.

How to fix it.

1. Pick a first due date from today on, within a year.
2. Check the date and time of the till's computer.

Still stuck? Contact support from Help → Support with the dates you chose.

What it means. The plan adds a mark-up (a fixed fee or a percentage) but the shop's settings do not allow one, or the mark-up is below zero or too large; a plan paid in full now cannot have one either.

What may have happened. A mark-up was typed out of habit; the setting was switched off; the number of instalments is 0.

How to fix it.

1. Remove the mark-up, or
2. ask the owner to allow mark-ups in Settings → Instalment settings.
3. Keep it at zero or above.

Still stuck? Contact support from Help → Support with the plan's numbers.

What it means. What is paid now (the down payment and deposits) already covers the whole sale, or the plan you are changing has nothing left to pay.

What may have happened. The down payment equals the total; the plan was paid off meanwhile.

How to fix it.

1. Sell it as a normal sale with no plan, or
2. lower the down payment so something is left for the instalments.

Still stuck? Contact support from Help → Support with the customer's name and the receipt.

What it means. The sale says it is on instalments, but the plan's details are missing or the plan was cancelled.

What may have happened. The plan window was closed before it was finished; the page was reloaded; the plan was voided on another device.

How to fix it.

1. Open the instalments window again and fill in the plan.
2. Then take payment.

Still stuck? Contact support from Help → Support with the customer's name and the time.

What it means. A deposit, a down payment or an instalment must be paid by cash or card (or put on credit where the page allows it), and no known way of paying was chosen.

What may have happened. No payment type was chosen; a payment type the shop does not use was sent.

How to fix it.

1. Choose cash or card.
2. Press the button again.

Still stuck? Contact support from Help → Support with the page or till and the time.

What it means. The down payment and the deposits used are more than the sale's total.

What may have happened. A typo in the down payment; a deposit larger than the sale was applied.

How to fix it.

1. Lower the down payment or the deposit used.
2. If the customer pays the whole sale now, sell it without a plan.

Still stuck? Contact support from Help → Support with the numbers shown.