> ## Documentation Index
> Fetch the complete documentation index at: https://sims-bae272dd.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ and troubleshooting

> The questions that come up most, with the short answer.

## Stock does not look right

> [accordion] I entered the invoice but stock did not change
>
> That is by design. An invoice is what the supplier says they sent; stock
> moves when you [check the delivery in](https://sims-bae272dd.mintlify.site/purchasing/receiving.md).

> [accordion] A product shows a negative quantity
>
> Something sold that was never received. Usual causes: a delivery never
> checked in, a case booked as a single unit (missing pack size), or sales
> imported before the opening stock existed. Settle it with a
> [count](https://sims-bae272dd.mintlify.site/stock/reconciliation.md) rather than adjusting the number.

> [accordion] A case was booked as one unit
>
> The product's unit type is `CASE` with no units-per-case, or it was received
> against the unit barcode instead of the case barcode. Fix the pack size on
> the [product](https://sims-bae272dd.mintlify.site/catalog/products.md), then correct the stock with a count.

> [accordion] Stock is high and sales look low
>
> Sales are not arriving. Check the store's agent is online on the
> [Dashboard](https://sims-bae272dd.mintlify.site/reports/dashboard.md) and look at
> [Sales Imports](https://sims-bae272dd.mintlify.site/sales/imports.md) for failed rows.

## Scanning

> [accordion] The scan read the numbers wrong
>
> Check the red and yellow lines — they are flagged precisely because the
> arithmetic did not agree. Correct them on the review screen; nothing is
> applied until you confirm.

> [accordion] A line did not match any product
>
> It is offered as a new product. Creating it there also saves the supplier's
> item number, so the next invoice matches it automatically.

> [accordion] The scan failed altogether
>
> It is kept in the failed-imports list with what was read, so you can look at
> it. Re-scan with a flatter, better-lit photo of the whole page, or enter the
> invoice by hand.

> [accordion] I have run out of scans
>
> Scans are limited per period by your plan — see
> [Billing and plan](https://sims-bae272dd.mintlify.site/admin/billing.md). Re-scanning an identical file does not
> use another one.

## Access

> [accordion] A menu item or button is missing
>
> Almost always a permission. Anything you cannot use is hidden rather than
> greyed out. See [Roles and permissions](https://sims-bae272dd.mintlify.site/admin/roles.md).

> [accordion] My staff cannot receive deliveries on their phones
>
> The default **Employee** role is read-only. Grant it permission to receive
> purchases (and to write products, if they should change prices).

> [accordion] I gave someone a role but nothing changed
>
> Permission changes take a few minutes to take effect. If they are an Owner
> or Admin, roles make no difference — those bypass permissions entirely.

> [accordion] Everything is refused on a brand-new account
>
> The temporary password has not been replaced yet. Finish the password
> change first.

## Prices and margin

> [accordion] No price was suggested for a product
>
> No margin is configured on the product or anywhere up its category tree. Set
> one on the [category](https://sims-bae272dd.mintlify.site/catalog/categories.md).

> [accordion] Changing a price changed it at every store
>
> Selling price is shared across the business. There is no per-store price.

> [accordion] Margin shows near 100% on some lines
>
> Those products had no cost basis when they sold — stock that was never
> received, or received at zero cost. Check the deliveries were checked in.

> [accordion] Prices are not reaching the register
>
> Use **Publish to POS** on the Products page; the
> [Inventory Agent](https://sims-bae272dd.mintlify.site/agent/troubleshooting.md) applies them on its next run.

## Fuel and lottery

> [accordion] A delivery will not reconcile
>
> Usually gross and net gallons entered the wrong way round. The BOL states
> net; the tank gauge reads gross. See [ATG readings](https://sims-bae272dd.mintlify.site/fuel/atg-readings.md).

> [accordion] Every shift looks like a huge lottery theft
>
> The POS figure entered on the audit must be **scratch-off revenue only**,
> not total store sales. See [Shift audits](https://sims-bae272dd.mintlify.site/lottery/shift-audits.md).

> [accordion] Lottery commission shows a dash
>
> No terminal report has been imported yet. See
> [Terminal Reconciliation](https://sims-bae272dd.mintlify.site/lottery/terminal-reconciliation.md).

## Billing

> [accordion] The workspace is read-only
>
> The trial ended, a payment failed, or the subscription is not active. Your
> data is all still there — only changes are blocked. See
> [Billing and plan](https://sims-bae272dd.mintlify.site/admin/billing.md).

> [accordion] Where is the pricing page?
>
> There isn't one. Pricing is quoted per business — talk to us and the quote
> appears on your billing page.


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