Troubleshoot common problems
Use this page to work out which kind of problem you have and open the page with the fix. Each task page also has its own "When something goes wrong" section for that workflow.
Locate the problem by branch
Each branch has a starting point:
- A missing screen or button: usually permissions, modules, the subscription plan, or warehouse scope. See Users and security and the blocked-message table below.
- Numbers that disagree: check document states first, then the ledger. See Issue, transfer, and adjust stock and Review reports.
- Devices: check the reader, the MQTT broker, and the configuration in turn. See Manage RFID. For the handheld scanner, also see the handheld scanner guide.
- Channels: check the connection and the Channel sync screen. See Process channel orders.
Quick lookup by symptom
| Symptom | Check | Where to go |
|---|---|---|
| A menu entry is missing | Role, enabled modules, plan features | Users and security, Settings and integrations |
| Stock unchanged after receiving or issuing | Document still Submitted or Approved | Purchase and receive |
| A warehouse cannot be selected on a document | The warehouse's Capabilities and the account's warehouse scope | Catalog and warehouses, Users and security |
| Stock in two warehouses off after a transfer | The transfer is still in transit | Issue, transfer, and adjust stock |
| RFID misses tags | Blocked tags, orientation, materials, connection | Manage RFID |
| RFID reads stray tags | The read zone reaches the next shelf | Manage RFID |
| Duplicate EPC reported | The tag's history and attached product | Manage RFID, check with Tags → Check Item before you change the link |
| Marketplace orders not arriving | Channel connection and the Event log tab of Channel sync | Process channel orders |
| A security gate alarms, or fails to | The tag's payment status, gate mode, armed hours, ignore rules | Settings and integrations |
| An RFID label is refused or prints wrong | The scan leads to exactly one product, the printer was tested, the print job state | Settings and integrations, Manage RFID |
| A shipment from a linked workspace cannot be received | The link is active, the lines are mapped, no integrity error | Settings and integrations |
| A webhook or the API stops working | The key is enabled, its scope, an https address, the last delivery | Settings and integrations |
| No notifications, email or Telegram | Your own notification switches, SMTP, the Telegram bot | Settings and integrations |
| Cannot sign in | Account status, a lockout after wrong passwords, the 2FA code | Users and security |
| Two reports disagree | Timezone, warehouse, date range, transaction status | Review reports |
| Someone sees less data than a colleague | Assigned warehouse scope | Users and security |
| Cash gap at session close | Refunds and cancellations during the session | Sell, return, and use kiosk |
| A count reports many items missing at once | Pending transfers and documents awaiting approval | Count and reconcile |
Read the blocked messages
When an action is refused, the message tells you what stopped it:
| Message | Meaning | What to do |
|---|---|---|
| "You do not have permission to do this. Ask an admin." | The account lacks the permission for the action | Grant it through a role, see Users and security |
| "This is not available in this workspace. Ask an admin or your provider." | The module is off | Turn it on under Settings → Features or ask your provider |
| "This feature is not included in your plan. Upgrade to use it." | The subscription plan lacks the feature | Contact your provider |
| "Your plan's limit is reached ({current} of {limit}). Upgrade your plan or remove some records before adding more." | A limit on users, products, warehouses, tags, orders, kiosks, or readers is reached | Upgrade or remove records |
| "You do not have access to this warehouse. Ask an admin to grant it." | The warehouse is outside your assignment | Ask for the warehouse to be added |
| "Your trial has ended. Choose a plan to continue." | The trial is over | Choose a plan |
| "Your subscription is read-only. Renew it to make changes." | Past due or suspended: you can view but not change data | Renew the plan |
| "Too many requests. Wait a moment and try again." | Too many requests in a short time | Wait a moment and try again |
Collect evidence before fixing
Fixing data before you have the evidence can turn a small mistake into one nobody can trace. Before you change any number:
- Screenshot the error message together with the filters in use.
- Record the document or order numbers involved.
- Export or capture the relevant Stock Ledger lines.
- For RFID incidents, also record the EPC, the reader name, and the read location.
- For integration incidents, record the channel, the time, and the status of the latest sync run.
Administration → Activity Logs records who did what, and usually answers "when did this number change, and who changed it":
Operational guidance
Do not adjust stock just to make a difference disappear. When an adjustment is needed, create a document with a clear reason and a reference to the evidence you collected, see Issue, transfer, and adjust stock.
Read next
- Count and reconcile inventory: when the suspicion spreads beyond a few items.
- Review reports: the order to trace when two numbers disagree.
- Settings and integrations: when you suspect a configuration change.