Payments and cash troubleshooting
A transfer, check or BOE cannot be recorded
Symptom. The payment dialog asks to Select Bank Account and the list is empty.
Cause. These payment methods must be linked to a bank account, and none exists yet.
Solution. An administrator creates the account in Finance → Treasury → Bank Accounts, with Add Account: bank, account name and account type are enough. The banks offered are managed in Global settings → Banks Management.
A payment amount is not accepted
Cause. A payment cannot exceed what is still owed on the order. The maximum is shown next to the Amount field.
Solution. Enter at most the remaining amount, or tick Pay Multiple Orders to spread one payment over several orders.
A difference appears when closing the register
Symptom. The register's Sessions tab shows a non-zero declared difference.
Possible causes.
- A mistake when giving change.
- A cash in or cash out that was not recorded.
- A sale taken in cash but recorded under another payment method, or the other way round.
Solution. Compare the session's Z report (payments by method, expected closing) with the day's sales in Sales → Orders. The note entered at closing keeps the explanation of the difference.
The Z report is not downloaded
Cause. The Z report is produced when the cash register is closed (Finance → Treasury → Cash Registers), not when the point of sale session is closed.
Solution. Close the register with the counted amount: the Z report downloads at that moment. See Opening and closing the till.
If the problem persists
Contact support with the order or payment
reference (TXN-…), the shop, the date and a screenshot of the message.