Troubleshooting

Quick fixes for the most common problems, organized by area. Find yours here or with ⌘K; if you can't, message support.

Sign-in and access

• I can't sign in: confirm your email and password; if you use two-step verification, check the code. If it persists, ask your administrator to verify your user.
• I forgot my password: use “Forgot your password?” on the sign-in screen to reset it by email.
• My session ended: that's normal for security after a while. Sign in again: it's the same account (SSO) for the app and this help.

Sync

• Stuck on “Pending”: check your connection; the app retries on its own. You can force it with “Sync now”.
• I see old data or prices: force a sync to pull the latest version.

More detail in Offline-first sync.

Printer

• Won't print or doesn't show up: turn it off and on, move it closer to the phone and check the battery; pair it again.
• Prints blank or faint: the roll is upside down or empty; reload it with the thermal side facing the head.

Full guide in Pair a Bluetooth printer.

Payments, orders and cash-up

• My cash-up doesn't match: confirm you synced and that the cash handed in matches what you collected that day.
• An order or payment isn't on the web: almost always it just needs syncing from the phone that recorded it.
• I need to fix a payment: open the payment detail; receivables adjustments are made from the web console.

See Cash-only collections.

Invoicing (CFDI)

• I can't stamp from mobile: that's correct: the CFDI is stamped on web, not in the app.
• The customer didn't get their invoice: resend it from the invoice detail, or have them use the self-invoicing portal.

See CFDI is stamped on web.

Date, time and currency

• Wrong date or time: the app uses the company's timezone, not the phone's.
• Unexpected currency: your user belongs to another company or country; confirm with your administrator.

See Multi-country (LatAm).