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Admin FAQ

Answers to the questions that come up most in Admin. For POS-specific issues, see POS troubleshooting.

Access & visibility​

I can't see a menu this guide describes​

Three possible reasons, in order of likelihood:

  1. Role — your admin role doesn't include it (e.g. platform-level settings are super-admin only; payroll config may be owner-only).
  2. Feature not enabled — the feature isn't part of your store's plan or was switched off. See Feature availability.
  3. Store filter — you're filtered to a store that doesn't use the feature. Switch to "All stores" or the correct store.

I can see a page but buttons are disabled​

Your role has read access but not write access for that resource. Example: a regional manager can open the Customers list, but the Show phone button is inert without customers.pii.reveal.

My dashboard shows different cards than my colleague's​

Dashboards are role-adaptive: super admin, tenant admin, regional manager and store manager. Regional managers see aggregated group data; store managers see the same view limited to their bound stores; tenant admins see all their stores. The POS "manager" is a separate employment role.

Reports & numbers​

A report doesn't match what POS showed during the day​

Check, in order:

  1. Is there a Settlement correction version? (Versions are numbered — look for v2, v3.)
  2. Are you comparing the same store filter?
  3. Did a refund occur after you last looked? It belongs to the Business Period active when the refund was recorded; the original payment stays in its original period.
  4. Are you comparing the same Business Period? Activity after Final Settlement belongs to the next period even if the calendar date is unchanged.

A Settlement is a sealed reconciliation snapshot, not the only financial record. Drill into payments, refunds and other financial records rather than reconciling in your head.

The weekly trend graph dropped to zero for a day​

First check whether the relevant Business Period has completed Final Settlement and whether the report is using sealed Settlement facts or live operational facts. Also check the store and date filters; a Business Date is a period label, not necessarily a midnight cutoff.

Settlement & approvals​

Why can't I approve my own correction request?​

Separation of duties. Settlement reopens are requested on POS by an employee and approved in Admin by an admin account, so the same person is never on both sides; financial corrections and stocktake reopens are requested in Admin and the API rejects self-approval explicitly. Ask a colleague with the right role to approve.

Final Settlement used wrong numbers — what now?​

  1. Go to the settlement detail page.
  2. Click Request reopen and explain the error. This requests a Settlement correction.
  3. A different admin approves the correction.
  4. Make the permitted correction (re-enter terminal totals or correct operational facts if needed).
  5. Complete the correction so the same Business Period has version 2.

The original Business Date stays with the corrected Settlement. The old period does not become active again; new work continues in the current Business Period.

Cash variance approved but the number is still wrong​

The variance approval records the manager's acknowledgement, not a correction. If you believe the actual cash differs from what was counted, don't approve — use Send to Investigation, then Create Correction Version: it asks for the corrected closing balance and produces a new drawer version plus a draft settlement version.

Staff & access​

I received an invitation email to set up a store​

Follow the link — it walks you through the setup checklist (store details, services, staff, activation). The link is single-use; if it expired, ask the person who invited you to resend.

A staff member's PIN is locked and they can't work​

Two options:

  • Wait 15 minutes — the lock expires automatically.
  • Reset their PIN — Admin → Employee Management → open the employee → set a new value in the Reset PIN field. Needs the employees.pin.reset permission (regional managers don't have it by default). Faster, but the employee needs to learn the new PIN.

How do I add someone to multiple stores?​

Create one employee record, then add multiple employment relationships — one per store. Each employment can have different roles and commission settings.

Email & communications​

Customer says they didn't get a receipt email​

  1. Admin → Email Logs (super admin / tenant admin only). Narrow with the category, status and date filters first — the search box only filters the rows currently on screen. Recipient addresses are hidden until you open the preview and click Reveal recipient.
  2. If status is Failed: click Retry.
  3. If status is Sent: the email reached the mail server — ask the customer to check spam/junk.
  4. If the email doesn't exist in the log: the receipt was never generated — check the visit.

How do I change the email template wording?​

Email templates are platform-wide and only editable by a super admin. Ask your platform operator. If you only want the From line changed, set a store or tenant sender address instead — see Files, email & feedback.

Features & plan​

How do I know what's included in my plan?​

Admin → Subscription shows your current plan and its limits. The per-store feature matrix lives on Feature Flags, which only a super admin can open — ask your platform operator.

A feature I need is off for my store​

Either it requires a higher plan tier, or it hasn't been switched on for your store. Check Admin → Subscription for your tier, then contact your implementation contact about upgrading or enabling it.