Appendix A

Frequently Asked Questions

I forgot my password. What do I do?#

There's no self-service reset. Ask your administrator to reset it for you from Administration → Users → Change Password.

My account is locked. Why?#

5 incorrect password attempts in a row locks an account for 15 minutes. Wait it out, or ask an administrator to click “Unlock” on your user record.

Every page takes me to the Subscription page.#

The subscription has expired and its 5-day grace period has passed. An administrator needs to enter a renewal code there — see section 21.6.

Two possible reasons: your user account doesn't have the matching permission (ask an administrator to check Roles & Permissions), or the feature isn't included in your plan tier and hasn't been added as an add-on (see Chapter 22). Some items also only appear when a feature is switched on — Stock Transfers needs multi-branch, and the Expiry Report needs batch tracking.

I voided a sale/purchase by mistake. Can I undo it?#

No — voiding is irreversible. You'll need to re-enter the sale or purchase from scratch.

I don't see the Void Sale or Edit button.#

Both need the “Edit / Void Sales” permission. They're also hidden on a sale that has already been voided.

Why won't the POS let a walk-in customer pay only part of the bill?#

Walk-in sales must be paid in full. Select the customer from your customer list (or add them) to leave a balance owing, within their credit limit.

A product isn't showing up, or won't go into the cart, at the POS.#

Check that it's marked Active in Inventory → Products (reactivate it if not) and that your branch has stock of it. For a batch-tracked product, all of its stock may be expired — expired stock can't be sold unless your Settings allow it.

I can't receive a transfer I dispatched.#

That's deliberate: a transfer must be received by someone else who is assigned to the destination branch.

How do I stop getting low-stock warnings for a product?#

Raise its Reorder Level to 0 or a lower number on the product's edit page, or restock it.

The truck number I typed was saved differently.#

That's deliberate. Truck numbers are saved in capitals with tidy spacing, and if the same truck is already on record written differently (for example “GR-1234-20” and “GR 1234 20”), the earlier spelling is reused so the truck's sales and purchases can be found together. Driver names work the same way, ignoring capitals, and a name typed all in small letters or all in capitals is saved with each word capitalized.

Why does a batch say “Unknown expiry”?#

It's stock that was already on hand when tracking was switched on for the product, or stock received without an expiry date (for example through an import with a blank expiry_date). It's sold first. Write it off with Stock Out, or check the shelf and re-receive it with the right date.

I changed the tax rate at the POS, but the total didn't change.#

That's expected when your prices include tax (Settings → Tax). The shelf price is what the customer pays; changing the rate only changes how much of it is recorded as tax, and at 0% the whole amount counts as revenue. When tax is added on top instead, the total does change with the rate.

Why is a product's cost price lower than what I paid the supplier?#

When your prices include tax, the product's cost price is what the goods cost without tax — tax paid on purchases is claimed back, so it isn't part of the stock's cost. The next purchase still starts at the cost you entered last time, tax included.

The POS says only part of a product's stock is undamaged.#

The rest is marked damaged (section 9.4). Switch the cart line to Damaged to sell those items, or, if they aren't damaged after all, clear them on the product's Damaged page in Stock Management.

Proformas need the Growth or Enterprise plan and the “Proforma invoices” switch in Settings → Optional features (section 4.6).

Some items were missing from the cart when I converted a proforma.#

The POS leaves out items that are no longer sold or have no stock at your branch, and reduces a quantity to the stock you have. Each change is listed above the cart. Restock, or sell what you have and quote the rest again.

Why can't I find a service in Stock Management or on a purchase?#

Services have no stock, so they're left out of everything about stock: Stock Management, purchases, direct deliveries, and transfers. They're sold at the POS and listed under Inventory → Products (section 8.5).

I can't change a product into a service.#

A product with stock can't become a service. Take its stock out first with Stock Out or a stock adjustment, then change its Type.

I can't change a product's selling price.#

While branch prices are on (section 8.6), only company-wide users can change a product's standard selling price, because every branch without its own price sells at it. Set your branch's own price under “Price at each branch” instead, or ask a company-wide user to change the standard price.

Why does a product cost more at one branch than another?#

Your business keeps average cost per branch (section 8.7): each branch's cost follows what its own purchases, and stock transferred to it, cost. The product page shows your branch's cost, with the business-wide cost in brackets.

I can't see Profit & Loss, or the profit on the Dashboard.#

Profit is only shown to those allowed to see it: the Admin role on Core and Growth, or roles with the View Profit permission on Enterprise or with the Custom Roles add-on (section 19.4). Ask your administrator.

A customer owed us money before we started using IBS. How do I enter it?#

Add it as an opening debt on the customer's page, with the date it has been owed since (section 6.3). Don't enter it as a sale: that would count it as revenue and take stock out.

We counted our stock a few days before going live. Do we need to count again?#

No. Record the purchases made since the count, then import the sales (section 4.7). They come off the counted stock.

Why does a purchase say it's covered by payments on the supplier's account?#

A payment made on the supplier's own page isn't tied to one purchase, so it counts against their oldest purchases and opening debts first (section 7.3). Record Payment starts at what's still owed.

A switch in Settings → Optional features says it's included in another plan.#

Your plan doesn't include that feature, so it can't be switched on. It can be added as an add-on: contact your provider (Chapter 22).

I sold something while viewing All branches. Which branch got the sale?#

Your active branch — the one named in the “🏢 Selling from” label at the top of the POS. “All branches” only combines what you see in lists and reports. To sell from another branch, pick that branch in the switcher at the top before ringing up the sale (section 2.3).

How do I change the business name or phone on our receipts?#

Settings → Receipts (section 21.5). With more than one branch, each branch can print its own name, address, and phone there, or on its page under Administration → Branches; a branch-level admin can change only their own branch's.

Everything in Settings is greyed out.#

You're a branch-level admin at a business with more than one branch. Settings apply to every branch, so only a company-wide admin can change them; you can still change your own branch's receipt details under Receipts. If you need more, ask an administrator to make you Company-wide (section 21.1).

Why can't I see how much should be in the drawer when I count?#

You're counting blind (section 15.5): only people who can open Financial Accounts see what the drawer should hold. Count every note and coin and enter the total; an admin sees whether it matched in the Daily Cash Report.

I entered the wrong amount when counting the cash.#

A count can't be changed. Count again and save the right amount: the new count records the difference, so the cash account matches the drawer again.

Someone bought something after I counted the cash.#

Sell as usual. The cash goes into the cash carried forward to the next day, and the next count checks it (section 15.5).