Troubleshooting

Signing in

"Wrong phone number or password". Check the number has 11 digits and starts with 01. Passwords are case-sensitive. After 10 wrong tries you must wait 15 minutes. The owner can set a new password in Users & roles.

"This account is disabled." The owner has deactivated your user. Ask them to activate it again.

I see "No access". Your role can't use that page. Ask the owner; see roles.

Every page shows the licence page. The shop's licence or subscription has ended. Your data is safe. The owner should contact support; see Licence.

Barcode scanner

Scanning does nothing. Click the scan box (or press F2) first, so the cursor is in it. Test the scanner in Notepad: it should type the number and go to a new line. If it doesn't press Enter at the end, set the scanner's suffix to Enter (see its manual).

"No product with code …". The barcode isn't on any product. Open the product and scan the code into Barcode, or print an in-store barcode for it (Barcode labels).

A scale sticker isn't recognised. Check the prefixes and PLU digits in Printers, labels & scale match the scale, and that the product's Scale PLU code is the same number as on the scale.

Printing

The receipt prints too small or cut off. In the browser's print window choose the receipt printer, paper size 80 mm (or 58 mm), margins None and scale 100%. Set the paper size in Settings to match.

The print window appears every time. Use Direct to thermal printer (no dialog) and connect the printer in Printers, labels & scale. It is set per computer.

The cash drawer doesn't open. It opens through the receipt printer. Tick Open the cash drawer when printing and use Open drawer to test.

Labels don't line up on the A4 sheet. Print at Actual size (100%), not Fit to page, and choose the right sheet size.

Selling

Pay is greyed out with a red discount note. The discount is above your role's limit. A manager or the owner must sell it, or lower the discount. See Discounts.

"Select a customer to leave a due". A due needs a customer. Press F4 and pick or add one.

"Over … credit limit". The customer's due would pass their credit limit. Take more money now, or a manager ticks Manager override: allow this due, or the manager raises the limit on the customer.

The POS asks to open a shift. Every cashier needs their own open shift before the first sale. See Cash shifts.

I can't take a return. After the return window (7 days by default) only a manager can. A cash refund also needs an open shift, and you must be in the branch where the sale was made.

The drawer is short at closing. Check for split payments where the cash wasn't lowered, refunds paid in cash, and expenses or supplier payments taken from the drawer but not recorded.

Stock

Stock shows a minus figure. More was sold than RetailDesk knew you had: a purchase or transfer wasn't entered. Enter it, or count the product (Stock count).

Stock looks wrong. Open the product's Full ledger to see every movement, and check you are in the right branch in the top bar.

A transfer hasn't arrived. The receiving branch must open it and click Receive stock.

Online orders

The online shop says "not found". Turn on Online shop is open in Shop settings.

A product doesn't show in the online shop. It must be active, have stock in the packing branch and have Show in the online shop ticked.

I can't book a courier. Confirm the order first; only confirmed or packed delivery orders can be booked, and you must be in the branch that packs it. Check the courier is set up in Delivery partners.

Still stuck?

Write down what you clicked and what the screen said (a photo of the screen helps), and contact your RetailDesk support number or the person who set it up for you.