Troubleshooting

At the till

"Open the register before ringing up sales."

The store's register is closed. Select Open register on the Point of Sale. See Open the register.

"End of day pending for …"

A register from an earlier day was never closed, so today's sales are blocked. Select Close register, count the drawer, and close it — then open today's. See End of day.

A product is greyed out, or says "… is out of stock"

The store you're selling from has none. Check the count in Stock → Inventory for that store, then:

• receive a purchase order or adjust stock in, or
• transfer some from another store, or
• switch on Allow negative stock on the product if you sell before stock arrives.

"… is not priced at … here"

The price in the cart no longer matches the product — usually because it was changed on another screen while the cart was open, or a dated discount started or ended. Remove the line and add the product again.

"No product with barcode …"

No product has that barcode or SKU. Add the code to the product in Stock → Products. See Barcode scanners.

The scanner doesn't add anything

• Check Barcode scanner is on in Workspace → Settings → Printers & scanner.
• Click somewhere empty on the page, so the cursor isn't in a box — or scan into the search box.

"You do not have permission to discount a sale"

Your role can't give discounts. Ask your business owner or admin — see Permissions.

"Counted cash is less than expected — give a reason for the shortage."

When the count doesn't match the expected cash, a reason is required before the register can close. Check the count first, then explain the difference.

A refund isn't offered on a sale

The register that took the sale is already closed. Return the stock with Stock in in Adjust stock.

Stock and products

"Set a cost price — stock you track has to be valued…"

Products that track stock need a cost price above zero. Enter what one costs you, or set Track stock to No.

"That barcode is already used by another product."

Each barcode can belong to one product. Search Stock → Products for the code to find the other product.

"Only … available at source — reduce the quantity"

A transfer asks for more than the source location holds. Lower the quantity, or check you've chosen the right From location.

A transfer I sent hasn't reached the other store's stock

It's In transit until the receiving store confirms what arrived. Ask them to open Stock → Stock transfers and select Receive. See Stock transfers.

"Only the receiving store can confirm this transfer"

You're assigned to a different store. Someone at the receiving store — or the owner — has to confirm it.

"Say what happened to the items that didn't arrive"

You entered less than was sent. Choose Returned to (sender) or Lost in transit before confirming.

"That's more than … owes"

A settlement payment can't be larger than the balance between the two stores. Check the amount on Stock → Inter-branch settlements.

A warehouse can't be deleted

It still holds stock. Transfer everything out first.

Invoices and payments

"An invoice with that number already exists."

Invoice numbers must be unique. Change the number, or leave the suggested one.

"Payment can't exceed the outstanding balance of …"

The amount is more than what's still owed. Check the payments already recorded on the invoice.

"This client has invoices…" when deleting a client

Clients with invoices, quotes or a recurring schedule can't be deleted. See Manage clients.

"Payment didn't complete" or "We couldn't confirm this payment"

Your package hasn't changed yet. If money left your account, don't pay again — contact support with the payment reference. See Packages and billing.

The app

"Updating to the latest version" and the page reloads

Stock Manager Pro was updated while the page was open. It reloads once by itself. If it doesn't, select Reload now. Anything you'd already saved is safe.

"This page couldn't load"

Select Try again. If it keeps happening, contact support and include the Reference shown on the page.

Figures don't update, or the page says "Paused"

Some pages — the Point of Sale, Products and Inventory — show a Live badge when they update by themselves. Paused means live updates stopped, often after the device slept or lost its connection. Reload the page.

A menu item is missing

What you see depends on your package, your role's permissions and, for some items, your settings or country. Ask your business owner or admin, or see Packages and billing.

"Session locked"

The app locked after you were idle. Enter your password to continue. See Profile and security.

Still stuck?

Contact support from Support → Help & support.