Troubleshooting

What it is for#

When something does not go as expected, look here for what you see on the screen. Each problem says why it happens and what to do. The messages in quotes are the ones Pixel One shows.

Before you start#

• Many problems are permissions: the menu and the buttons only show what your role allows. If something is missing, ask whoever runs the company to check your permissions in Members.
• If none of this solves it, write to us with the exact message and a screenshot.

Printing#

The ticket prints small, cut off or with wide margins#

Why: the browser fits the page to another paper. Pixel One builds the ticket to the roll's size, but the print dialog decides the scale and the paper.

What to do: in the print dialog, choose the thermal printer, the roll paper (80 or 58 mm) and the scale at 100 %, not "fit to page". If your browser offers margins, set them to none or the minimum. Also check that the cash register's paper is your roll's: Settings, Printing, Invoice and receipt paper, or in Cash registers, This cash register's printer, which overrides the company's. See Printing.

The invoice prints as a ticket and the customer wants it on a sheet#

What to do: after charging, click Print on sheet. From the invoice, on the print screen, change the Paper to Letter or A4, or click Download PDF. See Invoices.

The logo prints black or blurry on the thermal printer#

Why: thermal printers print only in black.

What to do: upload a black and white Logo for thermal printers in Settings, Printing.

Cash registers#

"Open a cash register to sell"#

Why: without an open cash register there are no sales.

What to do: in the bar at the top of the point of sale, click Open cash register, choose the cash register and type the Counted cash. See Your first day.

"You already have an open cash register; close it before opening another."#

Why: each cashier has one open cash register at a time.

What to do: keep working in the one you have open, or close it first.

"That cash register is already open by someone else." or "Only the person who opened the cash register can use or close it."#

Why: each cash register has one shift, and it belongs to whoever opened it.

What to do: ask that person to close it, or open another free cash register. If there is none, create one in Cash registers. See Cash registers.

The cash is over or short at closing#

What to do: check the shift's movements in Cash. It is almost always an unrecorded cash withdrawal, a cash payment marked with another method or wrong change. The difference is recorded on the close with your note.

Selling#

"Not enough stock."#

Why: the product has no stock at your branch, or the chosen lot does not cover it.

What to do: change the quantity or remove the line. If the goods really are on the shelf, correct the stock with an adjustment or a physical count (Inventory). If your business sells before recording its purchases, turn on Allow selling without stock in Settings, Operations.

"The selected lot is expired; it cannot be sold."#

What to do: choose another lot on the ticket line. Take the expired one out of the inventory with an adjustment for expiry.

"It exceeds the customer's credit limit."#

What to do: take a down payment with Split payment so the rest fits in their limit, or raise their Credit limit on their record. See Customers.

"Walk-in customer cannot buy on credit: choose or create the customer."#

What to do: click Change (F4) at the point of sale and choose the customer, or create one with Create customer….

"You do not have permission to change a product's price."#

Why: changing a line's price needs the Manage catalog permission.

What to do: ask for the permission, or have someone who has it change the price.

"From the card voucher: the last 4 digits, the brand, and the authorization code (up to 20 characters)."#

Why: a card payment needs the data from your terminal's slip.

What to do: copy from the slip the Card brand, the Last 4 digits and the Authorization code. Never type the full number.

"Choose the account that received the transfer."#

What to do: choose the account in the payment. If you have none, create it in Bank accounts. See Banks and payment methods.

I do not see Return or Void on the invoice#

Why: you are missing the Void invoices permission.

What to do: ask whoever runs the company for it. See History and control.

"Open the cash register to refund this invoice's cash."#

Why: the money of a cash return or void comes out of your cash register.

What to do: open your cash register and repeat the return.

Dominican Republic#

"A sale of RD$250,000 or more needs the customer's RNC, cédula, or foreign document (General Rule 10-18)."#

What to do: choose a customer with their document, or add it on their record before charging. The walk-in customer does not work for that sale.

The e-NCF range ran out#

What you see: the point of sale warns that there are no valid e-NCF numbers left and that the sale will be rejected.

What to do: request a new range from the DGII in the Oficina Virtual and add it in e-CF settings, Secuencias de e-NCF, with Agregar secuencia (these screens are in Spanish only). Home warns you before a range runs out or expires. See Dominican Republic.

"This company is not connected to Pixel Bill: connect it in Electronic invoicing."#

What to do: in e-CF settings, click Conectar con Pixel Bill. Electronic invoicing is still marked as coming soon: write to us before connecting it.

United States#

The sales tax comes out at 0#

Why: the company starts with a sales tax at 0 %.

What to do: set your rate in Taxes, or create one for each level (state, county, city). See United States.

I charged tax to an exempt customer#

What to do: check that their Exemption certificate has not expired. For a sale already made, use Correct price on the invoice.

Account and access#

The verification code does not arrive#

What to do: look in your spam or junk folder. The code expires in 15 minutes; wait for Resend code to become available and request another. Check that the email is spelled right with Change email. If it says "Too many attempts with this code. Request a new one.", request a new one. See Create your account.

"Incorrect email or password."#

What to do: click Forgot your password?: you get a link that is valid for one hour.

I was invited and I do not see the company#

Why: the invitation is for the exact email you were invited with.

What to do: accept it in Pending invitations. If you signed up with another email, ask to be invited with that one, or share your user ID, which is in Your account, under How to invite you.

A module is missing from the menu#

Why: the menu shows only what your business type uses and what your permissions allow. An auto repair shop sees Work orders; a restaurant, Tables and Kitchen; a pure service business (a clinic, an agency) does not see Receipts or Zones. Payroll and electronic invoicing exist only in the Dominican Republic.

What to do: if it is a permission, ask for it in Members. If your business type is wrong, write to us: it is not changed from the app.

"This company's subscription has expired. Write to support to renew it."#

What to do: write to us. Your data is still there.

Importing data#

The file is rejected and nothing is imported#

Why: the import is all or nothing: one row with an error stops the whole file, and the preview tells you the row and the column.

What to do: fix that row and upload it again. The most common ones:

• "The file is not a valid CSV.": save it as CSV (UTF-8) from your spreadsheet.
• "The file has too many columns; use the template's.": do not add columns or rename them.
• "The "nombre" column is missing.": the first row must be the template's. The column names stay in Spanish in both languages.
• "The file has more than 5000 rows; split it into parts.": upload it in several files.
• A price with a currency sign or a thousands comma: type 1500.50, not $1,500.50.

See Load your data.

Next step#

Still not solved? Contact.