Troubleshooting

1 I can't sign in Fixes for "Incorrect username or password", inactive accounts, and other sign-in problems. 2 A product is not showing on the POS screen The five reasons a product can't be found or added at checkout, and how to fix each. 3 M-Pesa problems — prompts, confirmations and codes What to do when a PIN prompt doesn't arrive, a payment doesn't confirm, or the M-Pesa button is missing. 4 Printing problems Receipt not printing, printing blank or cut off, wrong size, or printing twice — on computers and phones. 5 Error: Mismatch between sold and purchase quantity Why a sale is blocked with "NOT ALLOWED: Mismatch between sold and purchase quantity", and how to fix it. 6 Pages or lists won't load ("Processing…") What to do when a list keeps loading, a page shows an error, or a button doesn't respond. 7 Stock looks wrong How to find out why the system's stock doesn't match the shelf — and how to correct it properly. 8 Wrong time or sales on the wrong day Fix sales showing the wrong time or appearing under the wrong date in reports. 9 Mobile app problems Fixes for the app not loading, settings not updating, pages opening blank or the app signing you out. 10 Before you contact support — what to send us The information that lets our team solve your problem on the first reply.