Troubleshooting

Goal

Recover quickly and safely from a screen that will not open, a save that did not finish, or a result that looks different from what you expected.

On the till (Retail POS App or Restaurant POS App): recovery within the till app.
In the back office (Core App): recovery in the browser.

Use the shortest safe recovery first. Do not repeat a sale, payment, stock transfer, or sync until you know whether the first attempt was saved.

A screen will not open, a save did not finish, or the result looks different from what you expected.

Read the full on-screen message and follow its What to do instruction.
Check the store, date, item, customer, supplier, and payment method.
If the action may have saved, search for its reference before trying again.
Refresh the page once. Reopen the same screen and check the record.
If permitted, try the same task in a supported browser or device.
Stop if money, stock, customer balances, or duplicate transactions may be at risk.
Use the error glossary or raise a ticket.

Screen will not load: refresh once, check the network, then ask your supervisor whether the service is available.
Save appears stuck: wait, then search for the record before clicking Save again.
Wrong total: check quantity, price, discount, tax, payment type, and date; do not overwrite a saved transaction without approval.
Stock mismatch: recount, check the item unit, and use an approved adjustment reason.
Duplicate-looking record: stop and give Support both references; do not delete one yourself.
Integration pending: wait for the normal retry window and keep the original reference.
Connection keeps dropping: the POS till is built to keep selling during an outage. See Working offline before you pause sales — most cashier work can continue, while cloud-only admin and integration work waits for the link to return.

The original record is found and confirmed, the safe correction is completed once, or Support receives enough information to recover it.

You are offline or the network keeps dropping. Do not stop POS sales by default. The till is built to keep selling offline; check Working offline first. Pause cloud-only actions like integrations and some admin screens until the link returns.
You cannot sign in. Check the store and account details, then use the approved password reset path.
A message is unclear. Copy the exact wording for Support; do not paste private customer or payment information.