User Guide / Help
Troubleshooting
Messages you might see, what they mean, and what to do.
Access
| Message | What to do |
|---|---|
| 403 — You do not have permission to perform this action. Ask your administrator to add it to your role. | Your role doesn't allow this. Ask an administrator to add the permission under Roles. |
| 403 — You do not have access to this module. Ask your administrator to add it to your role. | Your role lacks the module's View permission. |
| 403 — This feature is not included in your plan. Your administrator can ask to have it added. | The module isn't in your plan. Contact ekPOS to change plan. |
| 404 — Page not found | The address is wrong, or the record it showed was deleted. |
| 405 — This address cannot be opened directly | The address belongs to a form or a button, for example a link copied from the browser after saving. Go back and use the page it came from. |
| These credentials do not match our records. | Wrong email or password, or the account is deactivated. See Signing in. |
| That code is not valid. (after your password) | The two-factor code was wrong or already used. Wait for the next code in your authenticator app, and check your phone's clock is set automatically. See Two-factor authentication. |
| The setup page for two-factor authentication opens instead of the app | Your business requires two-factor authentication. Finish the setup to continue — see Two-factor authentication. |
| Too many login attempts… | Wait a minute and try again. |
| You have reached the maximum number of … allowed on your current plan. | A plan limit on users, locations, products, roles or custom fields. Deactivate something unused, or change plan. |
Products
| Problem | What to do |
|---|---|
| SKU "…" is already in use / Barcode "…" is already in use | Another product has it. Remember a blank barcode becomes the SKU. |
| Please enter a valid value. The two nearest valid values are… when saving a product | The purchase price has more than two decimals (from a landed cost). Round it. |
| Imported products have no tax | Taxes aren't imported; set them on each product. See Import products. |
| Opening Stock is missing from the menu | The product already has stock history. Use a stock adjustment. |
Selling
| Problem | What to do |
|---|---|
| You do not have permission to apply a discount. at the POS | Your role lacks POS → Apply Discount, and the cart has a discount — possibly an automatic one. Remove it or ask an administrator. |
| Only … of … is available at this location. | The product has Manage Stock on and the location holds less than the sale needs, after stock reserved by proforma invoices. Reduce the quantity, sell from another location, or, if the shelf holds more, correct the stock first with a purchase, transfer or adjustment. See How stock works. |
| A product is greyed out and can't be picked | It is out of stock at the chosen location. As above. |
| Insufficient amount when paying cash | The amount received is less than the total. Use Multi-Pay for a part payment. |
| Invoice number "…" already exists. | Choose another number, or clear the field. |
| A payment added while editing a sale disappeared | Payments aren't saved from Edit. Use ⋮ → Add Payment. |
| Set the return quantity first. when entering serials on a return | Enter the return quantity, then the serials — one per unit. |
Stock and purchasing
| Problem | What to do |
|---|---|
| Enter a quantity on at least one line to receive. | Enter the Receive Now quantity, or click Receive All Remaining, before confirming. |
| Stock is negative | Sales at the POS and Add Sale can't do this, but a WooCommerce order, a repair part or an imported sale can, when the goods weren't recorded as received. Record the missing purchase or an adjustment. |
| Cannot delete: location has stock. | Move the stock out first. |
| An audit didn't change stock | Audits only record counts. Correct stock with an adjustment. |
Money and reports
| Problem | What to do |
|---|---|
| A customer's ledger balance doesn't match what they owe | The ledger includes opening balances and entries added by hand, which no sale shows. Open the ledger and look for those. |
| The Profit & Loss cost of goods sold looks low or high | It is the cost of what was sold, at each product's purchase price on the day of the sale. Check the products' purchase prices, and see the Cost tab of Profit and loss. |
| Cash on Hand is negative in the accounts | Map your card and bank payment methods to the bank account in Accounting settings. |
| A recurring expense didn't appear | Recurring expenses are reminders; record the expense yourself. |
ETA
See the table in Submitting documents.
Getting help
When you contact support, include the page address, the exact message, and the reference of the document involved (for example INV-00012).