Help & troubleshooting

Everyday questions

Quick answers for the situations staff encounter most often.

WHERE TO FIND IT

Help for daily use

Step by step

Need another receipt? Open the existing sale and reprint; do not enter a new sale.
Customer paying later? Select their saved account and follow the approved credit limit.
No internet? Use the previously loaded POS for cash sales, then reconnect and verify sync.
Menu missing? Confirm your store and ask a manager to check your permissions.

Do I need special hardware? A browser can handle checkout; a compatible scanner, printer and drawer improve counter work. Configure them in Hardware and test before use.
Can I use multiple branches? Create stores and terminals, then assign staff access. Staff see the branches they are allowed to use; transfers move stock between them.
What happens when a user is deactivated? Their access ends while transaction history remains. Revoke active sessions when changing staff access.
Can I change language or update the app? Use the language control or Languages settings; apply offered software updates from Settings → Updates.

Do products need a barcode or handwritten SKU? You can search or tap products. Leave SKU blank for automatic numbering; generate an in-store barcode only when needed.
Can I enter many products or locations together? Use the relevant import template and preview. Bulk location assignment also supports groups of selected products.
How do I correct stock? Use adjustments for individual damage or corrections; use a stock take for a physical recount. A blank count skips a line, while zero records that nothing was found.
Can staff find a product’s shelf? Set its per-store locations. Count sheets can follow walk order and hide expected quantities for a blind count.
What about expiry or loose goods? Enable batch tracking before receipt for lots and expiry; configure weighed products and matching scale-label formats for loose quantities.

Must every sale have a customer? No. A fully paid walk-in can be completed without one. Saved customers are needed for credit, loyalty and account history.
Can one bill use cash and a card? Add both payment rows and cover the remaining amount. LankaQR and bank-terminal payments must be confirmed before recording.
How do I pause a sale, discount or refund? Use Hold to resume later, Discount for a line or basket, and Refund / Return with the original receipt. Each restricted action needs the appropriate permission.
How do I collect overdue balances? Use Customer payments and allocate against unpaid invoices. Review Aged receivables for older debts. A group discount can be overridden by the customer’s personal rate.
Can I make a phone-order sale in the back office? Use Sales → New sale. Its cash does not automatically belong to an open physical drawer.

Why does historic profit look too high? Missing sale costs can distort margin. Preview the historical-cost repair in System Health and have the responsible administrator review it.
How do I record petty cash and check today’s takings? Use a linked drawer Expense and inspect the X report during the shift. Closing produces the Z report and cash variance.
Where does data go? Your POS records are held in your supplied deployment. Connected WhatsApp, email, online stores and banking services receive the information required by the connections you use. Share exports only with intended recipients.
What if internet or automatic tasks stop? Keep offline sales on the same device until sync finishes. For timed reports and backups, inspect Scheduler and the feature’s last result; initial cron and email setup are already supplied.
How do I protect records? Schedule backups, download copies and review retention. Use the restore guide only after checking the selected recovery point.