Troubleshooting Guide

Login Issues

Cannot Login

  • Verify your email address is correct
  • Check that Caps Lock is not enabled
  • Use "Forgot Password" to reset your password
  • Clear browser cache and cookies
  • Try a different browser

Account Locked

  • After multiple failed login attempts, your account may be locked
  • Wait 30 minutes before trying again
  • Use "Forgot Password" to reset
  • Contact support if still locked

Verification Email Not Received

  • Check spam or junk folder
  • Wait a few minutes and check again
  • Request a new verification email
  • Check that email address is correct

Performance Issues

Application Running Slowly

  • Check your internet connection speed
  • Close unnecessary browser tabs
  • Clear browser cache
  • Disable browser extensions
  • Try a different browser
  • Restart your computer

Pages Not Loading

  • Check internet connection
  • Refresh the page (F5 or Ctrl+R)
  • Clear browser cache
  • Try incognito/private browsing mode
  • Check if service is down (status page)

Timeout Errors

  • Check internet connection
  • Try again after a few minutes
  • Reduce the amount of data being processed
  • Contact support if persists

Data Issues

Missing Data

  • Verify you're looking in the correct location
  • Check filters are not hiding data
  • Verify data was saved (look for confirmation message)
  • Check if data was deleted accidentally
  • Contact support for data recovery

Duplicate Entries

  • Check if entry was saved twice
  • Delete duplicate entry
  • Verify before saving in future

Data Not Saving

  • Check internet connection
  • Verify all required fields are filled
  • Look for error messages
  • Try saving again
  • Contact support if issue persists

Invoice Issues

Cannot Create Invoice

  • Verify customer is created
  • Check that products are added
  • Verify all required fields are filled
  • Check for error messages

Invoice Not Sending

  • Verify customer email is correct
  • Check internet connection
  • Try sending again
  • Check spam folder on recipient's email

Payment Not Recording

  • Verify payment amount is correct
  • Check payment date
  • Verify payment method is selected
  • Try recording payment again

Inventory Issues

Stock Levels Incorrect

  • Perform a stock count to verify
  • Check for unreported transactions
  • Look for stock transfers not completed
  • Adjust stock to correct amount

Cannot Add Product

  • Verify product name is entered
  • Check that product code is unique
  • Verify all required fields are filled
  • Check for error messages

Barcode Not Scanning

  • Check barcode is readable
  • Verify barcode format is correct
  • Check scanner connection
  • Try manual entry instead

POS Issues

Cannot Start POS Session

  • Verify terminal is configured
  • Check internet connection
  • Verify user has POS permissions
  • Try again after a few minutes

Payment Processing Failed

  • Check payment terminal connection
  • Verify card is valid
  • Try alternative payment method
  • Check payment gateway status

Receipt Not Printing

  • Check printer connection
  • Verify paper is loaded
  • Check printer settings
  • Restart printer

Accounting Issues

Bank Reconciliation Won't Balance

  • Check for timing differences
  • Verify all transactions are recorded
  • Look for duplicate entries
  • Check for data entry errors
  • Review bank charges and interest

Journal Entry Won't Save

  • Verify debits equal credits
  • Check all required fields are filled
  • Verify accounts are valid
  • Try again

Tax Calculation Incorrect

  • Verify tax rates are configured correctly
  • Check tax rules are applied
  • Verify customer tax status
  • Contact support if issue persists

Report Issues

Report Not Generating

  • Check date range is valid
  • Verify filters are correct
  • Try with fewer filters
  • Check internet connection

Report Data Incorrect

  • Verify date range is correct
  • Check filters are applied correctly
  • Verify source data is accurate
  • Try regenerating report

Cannot Export Report

  • Check internet connection
  • Try different export format
  • Check browser download settings
  • Try again after a few minutes

General Troubleshooting Steps

  1. Check your internet connection
  2. Clear browser cache and cookies
  3. Try a different browser
  4. Disable browser extensions
  5. Try incognito/private browsing mode
  6. Restart your computer
  7. Log out and log back in
  8. Contact support if issue persists

Getting Help

If you cannot resolve the issue:

When contacting support, please provide:

  • Description of the issue
  • Steps to reproduce the problem
  • Browser and operating system
  • Screenshots if applicable
  • Error messages