Signing up and signing in
You see: Why: What to do
"Enter a full email address, like [email protected].": The email is missing a part.: Fix the email.
"An account already uses this email. Sign in instead of opening a second workspace.": You already have a workspace on that email.: Use Sign in.
"We found more than one workspace for this contact. Please use account recovery or contact support.": The same contact is on more than one workspace.: Use account recovery, or write to [email protected].
"We could not reserve a workspace address from your details. Add a business name and try again.": The address could not be made from your details.: Choose Add business name, enter one, and try again.
"Your sign-in session expired. Try again.": The Google or Microsoft step timed out.: Start the provider sign-in again.
"Use the same email as your sign-in provider.": The email you typed differs from the provider's.: Use the provider's email.
"This verification link is invalid or has expired. Please request a new verification email.": The link is older than 60 minutes or was changed.: Open the verify page and choose Resend email.
"Your workspace is still being prepared. Your verification email will arrive when setup completes.": You asked for the email while setup was still running.: Wait on the setup page.
"Setup needs attention" or "Setup paused": The workspace did not finish setting up, or needs a quick review from our team.: Sign in from the login page. If it persists, write to [email protected].
"This link expired or was already used.": A one-time setup link was used twice.: Sign in, or choose Send me a new setup link.
"Verify your workspace contact before sending messages to customers or external recipients.": You tried to email an invoice or send a message before verifying your email.: Verify your email from the link we sent, or choose Resend email, then send again. Drafts are kept.
"Verify your workspace contact before using this sensitive action.": You tried to change your domain, set up a payment gateway, change your profile email or export data before verifying your email.: Verify your email, then try again.
"Incorrect email/phone or password.": Wrong details in the app.: Try again, or choose Forgot password.
"Incorrect PIN." or "PIN sign-in is not available for this company yet. Use email and password.": The PIN is wrong, or PINs are not set up.: Try again, or ask the owner to set up PINs.
"We could not find a company for that email.": The email is not on a workspace.: Check the spelling, or enter your company address.
The phone app cannot create a company. If you see "Creating a company is not available in this app yet. Finish signup on the website, then sign in here.", create your account at bizplusx.com/register first.
"This workspace is still updating"
You see "This workspace is still updating or is missing required data structures. Please try again shortly or contact support if the problem continues."
Why. The screen needs a part of BizPlusX that your workspace has not switched on. A workspace only gets the parts it uses, so a shop that has never used invoices may have no invoice tables yet.
What to do.
If you see a button that says Turn on, choose it. This is the common case.
Otherwise open Settings, More company setup, Business capabilities, and turn on the feature you want. Wait for Installing to finish, then choose Check again.
If the feature says Not in plan, your plan does not include it.
If it says Failed, choose Retry or Repair.
If none of that works, write to [email protected] with the name of the screen.
At the till
You see: Why: What to do
"This register is open under another cashier.": The till is open under someone else.: Choose Take till handover, or pick another register.
"That checkout point is in use by another cashier.": The register is taken.: Pick another register.
"No payment methods set up. Ask your admin to add one.": The workspace has no payment methods.: An admin adds one in Settings, Payment methods.
"<method> has no active settlement account.": The payment method is not linked to an account.: Ask an admin to check the method in Settings.
"Out of stock." or "Only N available.": The stock count is lower than the line.: Reduce the quantity, or receive stock.
"Payments exceed the total. Lower amounts, only cash can be returned as change.": You entered more than the total on a card, M-Pesa or other non-cash method.: Lower that amount.
"A card or M-Pesa amount cannot be more than the amount due.": Same rule at the server.: Enter no more than the amount due.
"Change given cannot exceed cash tender amounts on this ticket.": The till did not count the payment as cash.: Check that Cash is on in Settings, Payment methods. If it persists, contact support.
"Attach a customer for a credit sale (pay later).": A credit sale needs a customer.: Choose a customer first.
"Attach a customer to use store credit.": Store credit belongs to a customer.: Choose a customer first.
"Select a customer to use loyalty points.": Points belong to a customer.: Choose a customer first.
"This sale can use at most N points." or "Minimum redemption is N points.": The sale or the rules limit how many points apply.: Enter a number within the limit.
"You do not have permission to change line prices.": Your role cannot override prices.: Ask a manager.
"Supervisor approval is required for this change.": A manager must approve removing a line, changing a price, or giving a discount.: Ask a manager to make the change. The till has no approval prompt for these yet, so this appears as plain text.
"Supervisor approval has expired. Verify again.": The approval lasts 120 seconds.: Approve again.
"This supervisor approval was already used or is invalid. Approve again.": Each approval works once.: Approve again.
"This account is not allowed to approve this action.": The approver's role lacks the permission.: Use a manager whose role has it.
"Invalid supervisor PIN." or "PIN must be at least 4 digits.": The PIN was wrong or too short.: Try again.
"Sale is not eligible for commercial completion: payable_total_invalid": Loyalty points and a manual discount together took the total to zero, and the points alone did not cover what was payable.: Open the held sale, remove the manual discount or reduce the points, and try again. A fix is waiting for release.
Red Not confirmed banner: The server did not answer in time.: Do not take payment again. Choose Check status.
"Shift not open" or "No register selected": No shift or register.: Sales continue, but cash is not counted at closeout. Open a till first for a clean count.
"Force close requires a reason (at least 3 characters).": The drawer did not match.: Type a short reason.
"The shift state changed. Refresh before trying again.": Someone else changed the shift.: Refresh and try again.
The restaurant till opens when you run a shop
If your retail business opens the restaurant till, the restaurant feature was installed on your workspace and the system chose the till for you. A setting called Till type, to choose and lock your till, is being released and may not be there yet. Until then, ask support to set it.
Money and invoices
You see: Why: What to do
Paid invoices are missing from the list: An old version showed only unpaid invoices by default.: The list now opens on All. Use the Open filter to see unpaid invoices only.
"This invoice is already collected." on an invoice you only part paid: A deposit sale was treated as fully collected. This was fixed.: Reload the invoice. If it persists, contact support.
After you record a payment, you land on a payments page: An old behaviour.: You now return to the invoice.
A second credit note seems ignored: Only the first credit note counted in an old version.: All credit notes are now added up on the invoice.
"Unable to load unmatched payments": A permissions check misfired on that M-Pesa page.: This is fixed. If you still see it, contact support.
A payment sits on Unmatched M-Pesa payments: The money arrived without an invoice payment to match it.: Open Commerce, Unmatched M-Pesa payments. The only action on a row is Reject. To use the money, record the payment on the right invoice.
A card called Gross profit shows the wrong figure: The card was actually showing profit after expenses.: It is now called Profit, after expenses.
"Delete customer" is refused: The customer has unspent store credit, unspent points, sales history, or is the walk-in customer. Deleting is permanent, and there is no archive.: See the post on why you cannot delete a customer. Keep the record, or write to support.
Kitchen
You see: Why: What to do
"No Kitchen work right now" while orders are waiting: In one workspace, orders with no location were hidden from the board. This was fixed.: Reload the board. If it persists, check that the order has a location.
Old tickets stay in Incoming after the bill is paid: Paying used not to close the kitchen ticket.: Paid checks now move their tickets to served. Tickets stuck before the fix are not moved automatically.
Marking a ticket ready fails with a conflict: The ticket was already in preparation in another view.: Reload the board and try again. If it still fails with "The board change was saved, but its source update needs attention before another action.", write to support. There is no button for this yet.
A voided sale still shows kitchen work: Voiding used not to cancel its kitchen items.: Voiding now cancels them.
People and schedule
You see: Why: What to do
"You do not have permission" when assigning a shift: Your role lacks the shift permission.: Ask the owner to give your role the permission.
Shift times look wrong: An old version used your browser's clock.: Shifts now show in the company time zone.
Staff not appearing on the attendance check-in: Check-in is off by default.: Turn on attendance in Settings and choose who checks in.
Messaging
You see: Why: What to do
"You can't type a reply yet" with "The 24-hour reply window has closed. Send an approved template instead.": WhatsApp only allows free text to a customer for 24 hours after they last wrote to you.: Wait for the customer to message you again. Only an approved template can be sent after 24 hours.
Some of these are known gaps that a coming release will fix. See Known gaps.
Still stuck
Write to [email protected]. Say your business name, the screen you were on, what you pressed, and the exact message. A screenshot helps.