Troubleshooting Common Issues
Quick solutions for the most frequently encountered problems.
Login Problems
| Issue | Solution |
|---|---|
| "Company not found" | Verify you're using the correct Company ID (subdomain) |
| Forgot password | Click "Forgot Password" on the login page to reset via email |
| Email not verified | Check your inbox (and spam) for the verification email |
Mobile App Issues
| Issue | Solution |
|---|---|
| Camera not working for scanning | Check app permissions in your phone's Settings → allow Camera access |
| Data not syncing | Verify WiFi/cellular connection. Pull down to force refresh |
| App shows stale data | Log out and log back in to force a full sync |
Inventory Discrepancies
If your system quantities don't match physical counts:
- Run a Cycle Count on the affected locations
- Review the Stock Movements Audit Trail for unexpected changes
- Check if receiving was completed for recent shipments
- Verify no pending transfers are in transit
Orders Stuck in Processing
- Verify a pick list has been created and assigned
- Check that all items have sufficient available stock
- Look for short-pick holds on the order
CSV Import Failures
- Ensure required columns exist: Name and SKU at minimum
- Check for duplicate SKUs in the file
- Verify file encoding is UTF-8
- Remove any special characters from column headers
Payment Gateway Errors
- Verify API credentials are correct in Payment Gateway Setup
- Check that the gateway is set to the right environment (sandbox vs. production)
- Ensure at least one gateway is marked as Default
Tip: When contacting support, include the error message, the page you were on, and steps to reproduce the issue. Screenshots help enormously.