Troubleshooting

This page lists the problems shop owners run into most, with the steps to fix each one. Follow the steps in order. Each step tells you what you should see.

Receipt doesn't print, or the Print button is greyed out

The Print button only works when a printer is connected. If no printer is connected, the button is greyed out and can't be tapped.

1. Turn the printer on and check that paper is loaded. The printer's light is on.
2. Turn on Bluetooth on your device. The Bluetooth icon shows in the status bar.
3. Open Menu > Settings > Thermal printer. The Thermal printer page opens with the Select printer list. If your printer isn't in the list, tap Scan again.
4. Tap your printer's name in the Select printer list. connected appears under the printer's name.
5. Tap Test print paper width. The printer prints a test slip.
6. Go back to the Sale screen, make a sale and complete the payment. Then tap Print. The receipt comes out of the printer.

To reprint an old receipt, open Transaction, pick the sale, then tap Print Receipt.

The printer doesn't appear in the list

1. Turn the printer off, wait a moment, then turn it on again. Move it close to your device. The printer is ready to pair.
2. Open your device's Bluetooth settings, find the printer and pair it. The printer is listed as a paired device.
3. If your device asks whether Salesmaster may use Bluetooth or nearby devices, tap Allow. Salesmaster can now look for printers.
4. Go back to Settings > Thermal printer and tap Scan again. Your printer appears in the Select printer list.

If you see Couldn't connect. Is the printer on?, the printer is off, too far away, or connected to another phone. Disconnect it from the other phone first, then repeat step 4.

On Windows, USB thermal printers work too. Plug in the cable, turn the printer on, then tap Scan again.

The print is cut off, messy, or shows strange characters

1. Open Settings > Thermal printer and tap Test print paper width. The printer prints a test slip.
2. If text is cut off or lines break, change Paper width, then test again. The test line fits the paper from edge to edge. This is usually about 32 characters for 58 mm paper and 48 characters for 80 mm paper.
3. If you see strange characters or question marks, change Encoding, then test again. For receipts in English or Indonesian, try Latin / Western European first. Choose Universal (Unicode) only if your printer supports UTF-8. The letters print correctly.
4. If the logo or QR code prints badly, open Business > Receipt Setting > Printed receipt and choose Template 1. The receipt prints without images or QR, and the text is clean.

The cash drawer doesn't open

1. Check that the cash drawer cable is plugged into the printer, not into your device. The drawer is connected to the printer.
2. Open Settings > Thermal printer and turn on Auto open cash drawer. The switch is on.
3. Make a sale, pay with Cash, then print the receipt. The drawer opens after the receipt prints. It opens for cash payments only.

Stock doesn't go down after a sale

Stock only goes down for items that have Track stock turned on.

1. Open Catalog, pick the item whose stock doesn't change, then open it for editing. The item form opens.
2. Look at the Track stock switch. If it is off, turn it on and save the item. The item's stock is now counted, and a Manage Stock button appears.
3. Tap Manage Stock > Add Stock, enter how many you have now, then save. The item's stock matches what is on your shelf.
4. Make a sale with this item. The stock goes down by the quantity sold.

If the sale was made on another device, your device only shows the new stock after both devices have synced. See the next section.

Sales made before Track stock was turned on don't reduce stock. The full guide is in Stock tracking.

Data hasn't synced, or reports differ between devices

1. Make sure the device is online: turn off airplane mode, then turn on Wi-Fi or mobile data. The Wi-Fi or mobile data icon appears.
2. Open Menu > Settings > Sync. The Sync page shows how many sales are waiting to upload and when the last sync was.
3. Tap Sync now and keep the app open. Sync complete appears, then All data is synced.
4. Repeat steps 1–3 on your store's other devices. Reports on every device show the same numbers.

If you see Sync failed, the data already sent stays saved. Check your internet, then tap Sync now again.

The app asks you to connect to the internet (offline for more than 7 days)

Sales keep working without internet. For security, though, the device needs to connect at least once every 7 days. Before that limit, the app shows an Offline Mode Warning. After 7 days, the Connect to the internet to continue screen appears.

1. Turn off airplane mode, then turn on Wi-Fi or mobile data. The device is online.
2. On the Connect to the internet to continue screen, tap Try Again. The app checks your access and returns to the normal screen.
3. Open Settings > Sync and wait until it finishes. All sales made while offline are sent.

Sales made while offline stay safely saved on the device.

Moving to a new phone

If the old phone still works

1. On the old phone, open Settings > Sync and tap Sync now. All data is synced appears.
2. On the old phone, open Settings > Business account, tap Sign out of this account, then tap Sign out. The data on the old phone is removed and the app returns to the sign-in screen. Staff on that phone are signed out too.
3. On the new phone, install Salesmaster and sign in with the same account as before. Setting up your store appears and your store data starts downloading.
4. Keep the app open and online until it finishes. Your items, stock, customers and transaction history appear on the new phone.

If the old phone is lost or broken

An account can only be active on one device, so the new phone shows Account in use on another device.

1. On that screen, tap Contact support on WhatsApp. Or tap Copy business ID and send it to us on Telegram or by email. Our team receives your business ID.
2. Wait for our team to confirm the account has been signed out of the old phone. The account can now be used on the new phone.
3. Sign in again on the new phone with the same account. Your synced store data downloads to the new phone.

Sales on the old phone that were never sent cannot be recovered.

Staff can't sign in

Staff accounts are available on Bronze Pro (1 staff member) and Silver Pro (2 staff members). On other plans, only the owner can sign in.

The staff device isn't connected yet

1. On the staff device, install Salesmaster, open it, then choose Staff. A QR code and a 12-character code appear.
2. On the owner's device, open Menu > Staff, choose the Devices tab, then tap Connect device. The camera opens for scanning.
3. Scan the QR code on the staff device, or type the code. Then pick the staff who will use that device. The staff device is connected and the staff names appear on it.

Codes only last a few minutes. If you see Code expired, tap Get new code on the staff device, then repeat step 3.

The staff name isn't on Lock Screen

You see No staff on this device yet.

1. On Lock Screen, tap Sync now. Staff the owner added appear after the sync.
2. If the name still doesn't appear, the owner opens Menu > Staff and checks that this staff member is picked for this device. The staff name appears on Lock Screen.

Wrong or forgotten PIN

You see Wrong PIN, try again.

1. The owner opens Menu > Staff, picks that staff member, then taps PIN. Create a new PIN appears.
2. Enter a new PIN (4–12 digits), then tap Save PIN. The PIN is saved. The device that staff member is using is signed out first.
3. Reconnect the staff device (see The staff device isn't connected yet above). Then the staff member picks their name on Lock Screen and enters the new PIN. The staff member is signed in.

Before changing a PIN or role, make sure the staff device's data is synced. Data that hasn't been sent is lost when the device is signed out.

Staff is signed in on another device

A staff member can be signed in on one device at a time. If a staff member changes devices, the owner signs the old device out first: open Menu > Staff, the Devices tab, pick the device, then tap Sign out device. Several staff members can take turns on one device through Lock Screen.

The app is slow or closes by itself

1. Update Salesmaster to the latest version from your device's app store. The latest version is installed.
2. Close the app completely, then open it again. The app opens normally.
3. If the problem continues, restart your device. The app runs normally after the device restarts.

If reports feel slow, pick a shorter date range.

Still stuck?

Contact us on WhatsApp, Telegram or email, between 09.00 and 17.00 WITA (GMT+8). Include:

• Your store name and your device (Android, iPhone/iPad, Windows or Mac).
• Which section of this page you already tried.
• A screenshot of the error.