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Troubleshooting

Fixes for the most common problems, from signing in to printing and read-only workspaces.

#Signing in

#"Invalid workspace, email or password"

GoResiti does not say which part is wrong, so check all three:

  1. Workspace code: this is your shop's code, not your shop name. Ask your owner if you are not sure.
  2. Email: use the email the owner added for you.
  3. Password: passwords are case-sensitive.

If it still fails, the account may be Inactive or the workspace may be suspended. Ask your owner to check Administration → Users. See Sign in and profile.

#Too many attempts

Sign-in is limited to a number of tries in a short time. Wait about 15 minutes and try again.

#I forgot my password

Click Forgot password? on the sign-in page. A reset link arrives by email and is valid for 1 hour. If you see "Reset link is invalid or expired", ask for a new one. If no email arrives, see "Email is not sending" below, or ask your owner to set a new password under Administration → Users → Edit.

#"Session expired"

You have been signed in for too long. Sign in again.

#A menu item or button is missing

Two things can hide it:

  • Your plan. Some features need a higher plan, for example quotations, returns, gift cards, deliveries, attenders, scheduled backups, activity log and the online shop. If you open one that is not included, you see a message such as "... is not included in your Starter plan – upgrade to Growth to use it." See Plan and billing.
  • Your role. The menu only shows what your role allows. Ask your owner to check your role under Administration → Roles, or to add you to a user group.

#"No access to this store"

Your user is not allowed to use that store. The owner can change it from Administration → Users → Edit.

#"Your plan allows up to N users / billers / stores"

You have reached your plan's limit. Deactivate someone you no longer need, or upgrade. See Users and roles.

#Selling

#I can't sell: the POS asks me to open a register

You must open a register session before billing. On the POS, pick the Register, enter the Opening cash and click Open register. If you see "You already have an open register session", you already have one open, possibly on another register or screen. If you see "This register already has an open session", someone else is using that register; close their session or pick another register. See Registers.

#"Open a register session before selling"

Same as above. Open a register first.

#"Insufficient stock for ..."

There is not enough stock of that product in the selected store. Check the store at the top of the screen, then the quantity in Inventory → Stock. Correct it with a stock adjustment or by receiving a purchase. See Stock.

#"Payments exceed the total (only cash can be over-tendered)"

The payment lines add up to more than the bill. Reduce the UPI, card or other amount. Only cash may be more than the total, because you give change.

#"Payment exceeds amount due" or "Amount exceeds the balance due"

The amount you entered is more than what the customer still owes. The message shows the correct amount due.

#"Enter the UPI transaction reference"

Your settings require a reference for UPI, GPay and PhonePe payments. Enter it from the customer's payment confirmation, or the owner can switch off Require the transaction reference before completing a UPI sale under Settings → UPI.

#The UPI QR code is not showing

  • UPI must be switched on in Settings → UPI, with a valid Merchant UPI ID (VPA) such as shop@okaxis.
  • Choose a UPI-type payment method at the payment screen.
  • Check that the payment method is enabled under Settings → Payments. If it is disabled you see "Payment method ... is disabled".
  • The Show Cashfree QR button appears only if your Business plan and Cashfree details are set up under Settings → Cashfree QR.

#"Return window of N days has passed"

The sale is older than your return window. The owner can change the number of days under Settings (0 means no limit). See Returns and refunds.

#"Posted sales cannot be deleted; void them instead"

Use void on the sale. A sale with returns or refunds cannot be voided.

#Email

#Email is not sending

Invoice and password-reset emails go through the mail (SMTP) server set up for your workspace. If none is set up, the failed email shows "No SMTP server configured (Settings → Email)". Open Settings → Email, enter your mail server details, and use Send test email to check. Email settings need the Growth plan or higher. Also check that the customer record has an email address ("This customer has no email address – enter one").

#Plan and subscription

#Everything is read-only and I get "Your subscription has ended"

The trial or subscription has ended and the grace period is over. You can still view data, but saving is blocked: "Your trial has ended - the workspace is read-only until it is renewed." The owner can renew on Administration → Plan & billing. Your data is kept. See Plan and billing.

#Printing and screens

#Receipts do not print properly

Printing uses your browser's print dialog.

  • Pick the right printer and, for thermal printers, a paper size matching your roll.
  • Set the paper width under Settings → Receipt (80 mm by default) and match it in the print dialog.
  • In the print dialog, turn off headers and footers and set margins to none.
  • Try another browser such as Chrome if the preview looks wrong.

#The screen is slow

  • Check your internet connection.
  • Close extra browser tabs, or refresh the page.
  • Use a recent browser (Chrome, Edge, Firefox or Safari) and keep it up to date.
  • For long lists, use the search and filters instead of scrolling through everything.

#The barcode scanner types in the wrong place

Click in the POS search box first ("Scan barcode or search products") so the scan lands there.

#Backups

#Backup failed or offsite copy failed

A failed backup shows a short reason; try Back up now again. For offsite failed, use Test connection in Settings → Backups to check the bucket, keys and permissions. See Backups.

#Who to contact

If none of this fixes it, contact the GoResiti support team using the contact details you were given when your workspace was set up. Tell them your workspace code (not your password), what you were doing, and the exact message you saw, ideally with a screenshot. Support is by email on Starter, email and phone on Growth, and priority phone on Business.