Getting help
Who to ask for what, and what to include so it can be fixed quickly.
Ask your organisation first
| Problem | Who can fix it |
|---|---|
| A button or module you expect is missing | Whoever manages roles in your organisation. It is almost always a permission; the guide for that screen names the one you need. See Modules, licences and permissions. |
| You cannot pick a location on a receipt | An administrator with Users.Edit and Locations.View assigns you to the location. See Users. |
| You forgot your PIN | An administrator with Users.Edit replaces it. PINs cannot be looked up. |
| You are deactivated | An administrator with Users.Edit reactivates you. |
| Nothing prints | Check Settings → Features → Receipts → Receipt Roll Printing on that device: the status line says what the next print will do. Use Set Up Printer or Test Print. For a Bluetooth printer, Bluetooth must be on and the printer selected under Bluetooth Printers. If no printer can be found, Share Receipt always works, and Printer Details → Share Details gives support what it needs. |
| The app shows "Update Required" | Press Open Store on that screen to install the newer version. Nothing on the device is lost; any offline data waiting to sync is sent after you sign in on the new version. |
| A strip reads "A New App Version Is Available" | A newer version is in the app store. Press Open Store to update, or Later to hide the strip until the app is next started fresh. Updating keeps you signed in and keeps any offline data waiting to sync. |
| A strip reads "A Newer Version Is Required" or "A New Version Is Ready" | The server has moved ahead of the version you are running. The app fetches the update by itself and restarts as soon as you are on the dashboard, a list or the sign-in screen; elsewhere, restart when it offers. In a browser, press Reload. |
| Items could not sync | Open the Sync issues screen from the banner; the server's reason is shown on each item. See Working offline and sync issues. |
Ask Greyield Labs
Email info@greyieldlabs.com for:
- A forgotten password (there is no reset link in the app yet).
- Licensing another module, or questions about billing.
- Changing the organisation's Tenant ID, currency where the app refuses, or owner.
- Deleting an account or an organisation, as described in the Privacy Policy.
- Anything that looks like a fault.
What to include
- Your organisation's name and Tenant ID.
- What you were doing, step by step, and what you expected.
- The exact message shown, if any. Error messages from the server include a request reference that lets us find the event in our logs.
- The device and whether you were on the web app, Android or iOS, and online or offline.
- For a receipt, its number or offline reference.