Common Problems

Here are solutions to the most common issues you may encounter. If the problem persists after trying the solution, contact your manager or system administrator.

❌ "No active shift found"

What it means: You are trying to make a sale but have not opened a shift.

Fix: Go back to the home screen and tap Open Shift, then enter your opening cash amount.

❌ "Cannot submit an empty invoice"

What it means: You tapped Checkout but there are no items in the cart.

Fix: Add at least one product to the cart before checking out.

❌ Items are not showing on the product grid

What it means: The products may be out of stock, or the category filter is active.

Fix:

1. Check that you have not selected a specific category tab that has no items — tap All to see everything.
2. If your manager has enabled "Hide Out of Stock Items", items with zero quantity will not appear. Ask your manager to restock or disable this setting.

❌ M-Pesa payment not going through

What it means: The STK Push was not sent or the customer did not receive it.

Fix:

3. Make sure you entered the correct phone number.
4. Ask the customer to check their phone — the prompt may take up to 30 seconds to arrive.
5. Ensure the customer has enough M-Pesa balance.
6. If it still fails, try again or switch to a different payment method.

❌ "Invoice has already been submitted"

What it means: Someone else submitted this order from another device, or you accidentally submitted it twice.

Fix: Check Invoice History to confirm the sale was recorded. If it was, this is not an error — the sale went through successfully.

❌ "No active shift found. Please open a shift before checking out"

What it means: Your shift may have been closed by the system or by another user.

Fix: Open a new shift. If you believe your shift is still active, contact your manager.

❌ Screen is frozen or not responding

Fix:

7. Wait 10–15 seconds — sometimes the system is processing in the background.
8. Refresh the browser page (press F5 on a keyboard, or pull down to refresh on a tablet).
9. If the problem continues, log out and log back in.
10. Do NOT close the browser without logging out first, as this may leave an order unsaved.

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