Troubleshooting
Most issues fall into a small set of categories. Here are the common ones, ranked roughly by frequency, with the fastest fixes first.
I can't log in
Wrong password
Use the "Forgot password" link on the login screen. We email a reset link. Make sure you're checking the right email account — it's the one you signed up with.
Account locked
If you've entered the wrong password 5+ times, the account locks for 15 minutes. Wait it out, or use forgot-password to reset.
Subscription past due
If your subscription is more than 30 days overdue, the account is in read-only mode. You can log in but can't ring up sales. Pay the outstanding invoice to restore.
POS is slow or stuck
Network is slow
Check your internet. Tranzo POS works on slow connections (down to 2G), but very poor connectivity will feel sluggish. The mobile app supports offline mode — see below.
App needs reload
Close and reopen the app (or reload the browser tab). Most stuck states clear immediately.
Too many sales backlog
If you've been offline for hours and have many sales pending sync, the first sync after reconnecting can take 30–60 seconds. Wait it out.
Mobile offline mode
The Android and Windows apps work offline. Sales ring up locally and sync when connectivity returns. To enable:
- Drawer → Settings → POS
- Toggle Offline POS on
- Restart the app
While offline, the appbar shows an "Offline" badge. Sync happens automatically when you reconnect.
eTIMS errors
"Device not initialized"
OSCU init never ran or expired. Settings → eTIMS → Initialize device. Requires manager or owner.
Sales stuck in pending
KRA endpoint may be down. Tranzo retries every few minutes. To force a retry: Settings → eTIMS → Retry all failed.
Compliance percentage is dropping
Check the failed sales — usually it's a credentials or timestamp issue (device clock drifted >5 min). Fix the underlying problem then retry failed.
Full list in the eTIMS guide.
Pesapal payment didn't confirm
Customer paid but Tranzo shows unpaid
IPN didn't reach us. Tranzo polls Pesapal as a fallback, so wait 30 seconds. If still stuck, go to Sales → tap the sale → Refresh status.
Customer scanned QR but nothing happened
Their browser blocked the redirect, or the payment link expired (15-min lifetime). Cancel the sale and start over.
M-Pesa till payments
Tranzo doesn't process till payments — that's between you and Safaricom. We just record what you tell us. If a till payment came in but you didn't record it as paid, the sale stays open. Mark it paid manually after confirming on your Safaricom dashboard or M-Pesa SMS.
Inventory is wrong
Stock count doesn't match physical count
Do a stock adjustment with reason "stocktake correction." This logs the discrepancy for audit and corrects the count.
A product disappeared
Filter by "Inactive" — products are usually deactivated, not deleted. Reactivate from the list.
Reports show wrong numbers
Profit is suspicious
Check cost prices on your products. If they're zero, profit equals revenue, which is wrong. Update costs and re-run the report.
Sales total doesn't match my counted cash
That's a shift variance, not a report issue. See Shifts — variances of KES 50 or so are normal, larger amounts need investigation.
I made a mistake in a sale
Wrong product, wrong amount, wrong customer
Same day, sale not yet closed: void it (Sales → tap sale → Void, requires manager password) and ring it up correctly.
Yesterday's sale
Email hello@tranzopos.com with the sale number and the correction needed. We can adjust historical sales for accounting purposes — but the original receipt stays on record.
I need help fast
For anything urgent affecting live operations, email hello@tranzopos.com with "URGENT" in the subject. We aim to respond within 2 hours during business hours and within the next morning otherwise.