Troubleshooting

I can't log in — "Invalid credentials" error

1. Double-check you're using the email address tied to your account (check for spaces or typos).
2. Try Forgot Password to reset your password via email.
3. Check your spam folder for the reset email.
4. If your account belongs to an organisation, confirm with your admin that your account is still active.

I'm stuck in a redirect loop after login

1. Clear your browser cookies and cache, then try again.
2. Try a different browser or an incognito/private window.
3. Disable browser extensions (particularly ad-blockers or privacy plugins).
4. If on a company network, ask your IT team if there is a proxy blocking session cookies.

A staff member can't access certain modules

Role permissions control which modules each user can see. Go to Settings → Users & Roles, select the user, and verify their assigned role has the required permissions enabled.

Products are not appearing in the POS search

1. Confirm the product status is set to Active in Products → Edit.
2. Check that the product is assigned to the correct branch.
3. Verify the product has stock available; zero-stock items may be hidden if "Hide out-of-stock" is enabled in POS settings.
4. Hard-refresh the POS screen (Ctrl + Shift + R).

Barcode scanner is not working

1. Ensure the cursor focus is inside the POS search box before scanning.
2. Confirm the barcode is saved against the product (Products → Edit → Barcode field).
3. Test the scanner in a text editor to confirm the device is working correctly.
4. Check that your scanner is set to add a carriage return (Enter) suffix after each scan.

Sale was processed but payment shows as pending

This usually occurs when the payment step was not completed. Open Sales → find the transaction and click Record Payment to mark it as paid. If the issue persists, contact support.

Stock count is incorrect after a sale

1. Check Inventory → Adjustment Log for any manual adjustments made recently.
2. Verify that the sale items used the correct product variants (size, colour, unit).
3. If a return was processed, confirm the stock was restocked correctly under Returns.
4. Use Inventory → Stock Count to perform a manual reconciliation.

Low stock alerts are not triggering

Ensure each product has a Reorder Point set (Products → Edit → Stock tab). Also confirm that stock alert notifications are enabled in Settings → Notifications.

Receipt printer is not responding

1. Confirm the printer is powered on and connected to the same network or USB port.
2. On Windows, check the print queue is clear (Control Panel → Devices and Printers).
3. In Inventino, go to Settings → Receipt → Printer and click Test Print.
4. Try printing a test page directly from your OS to confirm the driver is working.
5. Restart the print spooler service if on Windows.

Receipt is missing my business name / logo

Go to Settings → Receipt Setup and fill in your business name, address, and upload your logo. Changes apply to all future receipts immediately.

Exported Excel file opens with garbled characters

This is a character encoding issue. When opening in Excel, use Data → From Text/CSV and select UTF-8 encoding. Alternatively, open the file in Google Sheets which handles encoding automatically.

Report date range is not returning expected data

Confirm the date filter includes both the start and end date (inclusive). Also verify the correct branch is selected in the branch filter — reports are branch-scoped by default unless "All Branches" is chosen.

The app shows stale data after changes in another tab/device

Inventino is a real-time web app. A hard refresh (Ctrl + Shift + R or Cmd + Shift + R on Mac) will reload the latest data. For automatic updates, ensure your browser tab remains active rather than backgrounded for extended periods.

Slow loading or timeouts

1. Check your internet connection speed — Inventino requires a minimum of 1 Mbps.
2. Try a different browser or disable extensions.
3. Check our status page for any ongoing incidents.
4. If behind a corporate firewall, ask IT to whitelist *.inventino.shop.

Payment failed during subscription renewal

1. Confirm your card/bank account has sufficient funds.
2. Check that your card has not expired — update it in Settings → Billing.
3. Some Nigerian banks require you to authorise recurring online payments — contact your bank to enable this.
4. Try an alternative payment method (bank transfer) by contacting billing@inventino.shop.

I was charged after cancelling my subscription

Cancellation takes effect at the end of the current billing period. If you were charged after the cancellation effective date, email billing@inventino.shop with your account email and transaction reference and we'll resolve it promptly.