Troubleshooting and FAQ
Fixes for common problems: login issues, a sale that will not complete, a website that is not live yet, missing products and printing receipts.
Signing in
"Login unsuccessful: Invalid username or password"
Check the email for typos and that Caps Lock is off. Use Forgot Password on the admin panel to set a new password. Staff accounts are reset by the store owner in Users.
"Verify Your Email"
Open the activation email EasySell sent when you subscribed and click its link. Check spam if you cannot find it.
"Login Disabled. Please contact admin" on the POS
The POS is switched off for your store. The owner can turn on Enable POS in Store Settings, if the plan includes POS.
"You are not authorized to login in any store"
The account is not linked to a branch. The owner should edit the user and choose their Branches.
Selling
"Please connect to internet and try again"
The POS needs the internet to complete a sale. Check the Wi-Fi or mobile data, wait until the menu shows Online, and click Complete again. The cart is still there.
The POS sends me to Cash Register
No register is open. Open one with your opening amount.
"Please close the cash register first"
You tried to log out with a register open. Click Close Register, count the drawer, then log out.
The receipt prints too small or too large
Choose the receipt size that matches your printer (Thermal, A4 or A5) in the Enable POS card's settings in Store Settings. In the browser's print window, set margins to none and scale to 100%.
A product does not show on the POS or website
- Check the product is Active.
- Check Show in POS or Show in Website is on.
- Check it is assigned to the branch under Assign To Branches.
- Check it has stock at that branch, or turn on Unlimited Stock.
No sound when an order arrives
Click once anywhere on the order board after signing in; browsers block sound until you do. Check the computer's volume, and keep the tab open.
Your website
My website is not live on my domain yet
DNS changes can take up to 48 hours. If it is longer, follow the checks in Connect your own domain.
I clicked the Website card and saw "Complete Website Setup"
Your website has no domain yet. Click Go to Website Settings and fill it in.
My changes do not show on the website
Make sure you clicked Submit and saw Website settings have been updated. Wait a minute, then refresh the website. On a phone, close and reopen the browser tab.
Customers cannot place an order
Check that a branch has Take Online Orders on and at least one payment option is active (see payment and shipping options). Customers must also click their location on the checkout map.
Your account
"Exceeding Limits"
You have reached a limit of your plan. See Manage your subscription.
Can I try EasySell before paying?
Yes. Open the demo stores, each with its own admin login.