Troubleshooting

Common Issues

Cannot Sign In

1. Confirm username/password.
2. Confirm account active status.
3. Confirm network connectivity.
4. Escalate to admin if lockout is suspected.

Payment Fails

1. Verify payment provider connectivity.
2. Retry with same method once.
3. Try alternate payment method.
4. Record error code and escalate if repeated.

Data Not Synced to Client

1. Confirm publish completed in HQ.
2. Refresh client terminal sync.
3. Confirm branch assignment and effective date.
4. Escalate with product ID and timestamp details.

Escalation Template

Capture these fields before opening support ticket:

• User role and account
• Branch/store
• Terminal ID
• Timestamp (with timezone)
• Error message or code
• Steps already attempted