Real answers from the person who builds it. There is no ticket queue and no bot in front of it.
We aim to reply within one working day. If something is stopping a shop from trading, put URGENT in the subject and we will treat it that way.
Include these and we will usually solve it in one reply instead of three:
"The catalog is empty on the handset." Pull down to refresh on the home screen. If it is still empty, check Connectors in the dashboard — a connector that has never run, or that shows an error, is the usual cause.
"Products are there but every count says out of stock." Your products feed is connected and your stock feed is not. The app says so on the item screen, and Connectors will show which endpoint is missing.
"Scanning finds nothing." The barcode is not in the feed. Search the item by name, open
it, and check the Barcodes section — if it is empty, the barcodes field is not mapped in
your connector profile.
"An associate cannot sign in." Check Staff. A new associate needs a setup code — generate one there and read it to them; they choose their own PIN on first sign-in. Nobody, including you, can set it for them.
"The handset says the enrolment code is invalid." Codes are single-use and expire. Generate a fresh one from Devices.
Three ways, and you do not need a developer for the third:
If you are not sure which fits, send us a sample export and we will tell you.
There is no status page yet. If the service is unreachable, email us — we would rather hear it twice than not at all.
Found a vulnerability? Please tell us privately at the address above before disclosing it publicly. We will confirm we have received it, keep you updated, and credit you if you would like that.