Troubleshooting
The things that go wrong, what actually causes them, and how to fix them.
Signing in
"Access Denied" after signing in
Your user exists but has no role. Someone with admin access has to set one on Team. Roles take effect at the next sign-in.
Sent back to the sign-in page mid-shift
The session lapsed. Sign in again — you are returned to the screen you were on, and nothing in a saved order is lost. An unsaved cart is not preserved, so park long-running orders with Hold order.
The till
An item is not in the item picker
Three likely causes, in order:
- It is typed as a raw item. Raw items never appear at the till — change it to inventory on Restaurant Menu.
- Available is switched off.
- It has no stock, so its card is dimmed.
An item shows an "Incomplete" tag
Its recipe is empty, so the app cannot tell what it costs or what stock to reduce. Build the recipe in Recipes & add-ons.
The guest was served but nothing was billed
Create Order sends the ticket to the kitchen — it does not bill anyone. Settle the order from the Orders board.
A booking appears twice
Loading a booking back into the till and saving creates a new order. Cancel the original on the Bookings screen.
Printing
The printer list is empty
QZ Tray is not running on this computer. Start it, then press Refresh on the Receipt Printer card in Setup.
Receipts print but kitchen tickets do not
A kitchen printer is set but offline. Clear the Kitchen ticket printer field to fall back to the receipt printer, or fix the printer.
Items print on the wrong kitchen ticket
Their Kitchen Section is wrong. Fix it per item on Restaurant Menu.
The receipt has no logo or address
Fill them in under Settings → Company Profile. They print from there.
Stock
Stock Value is negative
You have sold items you never recorded buying. Either Opening Stock was never entered, or purchases are missing. Enter the opening count first, then the missing purchases.
Stock on the shelf does not match the app
Work down this list:
- Are all purchases entered?
- Do all menu items have recipes? Without one, selling a dish consumes nothing.
- Is waste and staff food written off on Stock Consumption?
- Then do a fresh count on Opening Stock — the count wins.
Low Stock shows zero when things are clearly running out
Low Stock Alert has not been set on those items. It defaults to zero, which means "never warn me".
Figures
Profit looks impossibly good
Almost always missing recipes. An item with no recipe shows revenue and no cost, so its margin reads as 100%. Check Profit by Item for items with zero cost.
Profit looks worse than it should
Remember Gross Profit on the Dashboard is before expenses — but also check that no purchase was entered at a case price against a per-unit item.
A customer's balance is wrong
Open Account Statement for them and read down the ledger. Usually one of: an opening balance never entered, a receipt entered against the wrong person, or a payment recorded but never applied to its bill.
A bank balance is wrong
Balances are calculated from transactions, never typed. Filter History to that account's transactions for the period and compare against the bank statement. What is missing is usually a bank charge, which belongs on Expenses.
Data
Something was entered wrong
Nothing is deleted in Eatin POS — documents are cancelled and stay visible with a tag. Cancel the wrong one, enter the right one, and the totals still reconcile.
A table or account will not delete
It has history attached. Retire or deactivate it instead — the record stays whole and it disappears from the dropdowns.