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Troubleshooting

This page collects frequent problems and quick fixes. If you can't resolve an issue, gather a short description and screenshots/logs and contact us via the Contact page.

Printer / Receipt problems​

  • Printer bluetooth device not found

    • Make sure the printer is powered on and within Bluetooth range, and is ready to pair.
    • In Settings → Thermal printer, tap rescan bluetooth to re scan the bluetooth nearby.

  • The printer is not printing properly (strange characters, messed up text).

    • If your printer not supporting qrcode or image printing, make sure you select receipt template without qrcode and image
    • Try changing the encoding in Thermal printer settings to matching your printer type (usually UTF-8 or CP437).
    • Select the right paper width based on your Thermal printer device

  • Cash drawer doesn't open

    • Ensure the drawer is connected to the printer and the printer supports drawer kick.
    • Enable the "auto open drawer" option in Thermal printer settings.

Sync & Data​

  • Sync failed or error
    • Ensure your device has an active internet connection.
    • Reopen the app or restart your device if necessary.
    • If the issue persists, please contact support.

App stability & performance​

  • App crashes or freezes

    • Update to the latest app version.
    • Restart the app and device.
    • If the problem persists, collect reproduction steps and logs and contact support.

  • Slow report generation

    • Narrow the date range and retry.
    • Exporting large data may take longer depending on device and data size.

Account & Data Deletion​

  • Accidentally deleted account
    • Account deletion is permanent. We do not retain or back up your data after deletion. If you deleted your account, data is unrecoverable. See Account Deletion doc for the flow and warnings.

When to contact support​

  • Provide the following when contacting support:
    • Which screen you were on and the steps to reproduce the issue
    • Device model and OS version (Android/iOS), app version
    • Screenshots, logs, and relevant description for your error

Contact channels are available on the Contact page (WhatsApp, Telegram, support@salesmaster.id).