Troubleshooting

Signing in

“Incorrect business code, email or password” Check the business code first — every employee of the business uses the same one. Then check your e-mail and password (passwords are case-sensitive).

“Too many attempts. Please wait a minute and try again” Wait a minute, then try again carefully. Use Forgot password? if needed.

“This link is invalid, was already used or has expired” Password reset links work once and for 30 minutes. Ask for a new one.

“The code is not correct” (two-step sign-in) Use the current code from the authenticator app and check that the phone’s date and time are set automatically. You can also use a recovery code. See Two-step sign-in.

Lost the phone with the authenticator app Sign in with a recovery code, or ask your owner or an administrator to Reset two-step sign-in in Employees. Owners: see Lost or replaced phone.

“Set up two-step sign-in first” Your business (or your service provider, for owners) requires two-step sign-in. Follow the Set up two-step sign-in screen.

“Accept the terms first” The owner must accept the updated terms of service at the next sign-in.

“This business account is suspended” Contact your service provider.

“You do not have permission to do this” Your role does not allow it. Ask your owner or administrator — see Roles and permissions.

“This feature is not included in your plan” / “Your plan limit has been reached” For example, adding another branch or employee beyond your plan. Contact your service provider to change your plan. Disabled employees and inactive branches do not count. See Plans and features.

A menu item described in this guide is missing Either the feature is not in your plan, or your role does not include it. Check the Plan card on the dashboard (✓ / ✕) and ask your owner about your role.

Pairing a till

“This code has expired” — codes last 15 minutes. Select New code.

“Add a register to a branch first” — go to Branches and add a register.

“This till needs a secure connection” — open the till at https://app.gpos.lk/pos/, with https://. If it still appears, contact your service provider.

“Setting up needs an internet connection” — connect the device, then try again.

On the till

My name is not on “Who is using the till?” You need a POS PIN and a role that may sell at this branch. Set the PIN in My account or ask an administrator, then wait for the till to sync (or select Sync now).

“Too many wrong PINs. Try again in …” Wait the time shown. Ask an administrator to set a new PIN if you have forgotten it.

I can’t sell — “No shift is open” Open a shift first: see Cash shifts on the till.

A scanned item is “Nothing found” The barcode is not on any product. Add it to the product’s Barcodes in the back office, then sync the till. Meanwhile, search by name.

“No price” or “Not for sale” The product has no price yet, or is inactive/archived. Fix it in Products.

“Prices may be out of date” The till has not synced for a while. Check the internet connection and select Sync now.

“No reasons are set up for this” on cash in/out Add or switch on cash in/out reasons.

“No manager can approve on this till” A manager needs a POS PIN and access to this branch.

The receipt is too wide, too small, or has a header and URL Set Receipt paper to 58 or 80 mm in Till settings, and turn off Headers and footers in the browser’s print dialog.

Sync

“Sync error · … need attention” Open the sync panel and select Try again. If it stays, an administrator checks Sync issues.

“This till is not registered” The till was revoked or its authorisation expired. An administrator selects Re-authorise in POS devices and you enter the new code. Waiting work is kept.

The catalog on the till looks wrong Sync panel → Download everything again. Waiting operations are kept.

“Clock off by … min” in POS devices Set the correct date, time and time zone on the till device (turn on automatic time).

Data and reports

Stock is negative Usually opening stock was not entered or a delivery was not received in GPOS. Post the missing goods received or do a stock count.

A report says “These figures may still change” A till still has sales to send, or something waits in Sync issues. Check again later.

“Someone else’s change” / “This conflicts with existing data” Another person saved the same record. Select Reload latest and make your change again.