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Common messages and what to do

Look up whatever appeared on screen. Most of these are fixed by correcting the input.

Message	Cause and fix
Account not found	The email address or password is wrong. Check your input.
Incorrect password	A typo in the password.
Signed in from another device	Another device of the same type signed in. Sign in again on this one.
Your session has expired / Your sign-in is no longer valid	Your session ended. Sign in again.
Password must be at least 6 characters / Password cannot contain spaces	Use 6 or more characters with no spaces.
Invalid OTP / The passcode has expired	The emailed temporary password is wrong or expired. Send a new one from “Forgot your password?”
Passcodes are being requested too frequently	You’re sending them back to back. Wait a moment.
Too many sign-in attempts	Locked after repeated failures. Wait and try again.
You cannot delete your own account	To close your own account, use withdrawal.
Please update to the latest version	The app is out of date. Update it in the store.

Products

Message	Cause and fix
Product not found	It was deleted, or doesn’t match your search. Check the list.
Product name or SKU is required	Enter a product name (or SKU).
A product with the same name already exists	Use a different name, or add an SKU. → Registering and editing products
A product with the same SKU already exists	Use a different SKU, or leave it blank.
A product with the same barcode already exists	That barcode is on another product.
Multiple items share this name. Please specify the SKU to identify the item	The product can’t be identified (usually during an import). Use the SKU.
Minimum stock exceeds maximum stock	Make the minimum smaller than the maximum. → Stock alerts
You can register up to 30 custom item fields	The product field limit. Tidy up unused fields. → Product fields

Stock and transactions

Message	Cause and fix
Negative stock is not allowed. Please adjust the stock quantity to zero or more	Stock is insufficient. Restock, revise the quantity, or run a stocktaking. To permit negative stock, an administrator can switch negative stock to “allowed.”
Transaction date is required / Quantity is required	A required field is empty.
Invalid stock quantity / Invalid date / Invalid expiry date	Use a valid format.
The same product is registered multiple times in this transaction	Combine identical product / location / lot / expiry rows. → Inbound, outbound, move and stocktaking
Please select the stock to move from / Move source and destination must be different	Start a move by choosing the source stock, then make at least one of location, lot and expiry differ from it.
Move source and destination quantities must match	The two sides do not balance. Open the lines and even up the quantities, or delete the ones you do not need.
Only scheduled transactions can be edited / Products in a completed transaction cannot be edited	Revert it to scheduled first. → Scheduled, completed and history
A duplicate stocktaking was found	The file has two or more stocktaking rows for the same product, location, lot and expiry. Combine them into one row.
Transaction not found	The source transaction was deleted. Reload the list.
Stocktaking transactions cannot be copied	Copying isn’t supported for stocktakings. Create a new one.
There are no products to include in the document	Add at least one product before creating a document. → Purchase orders, delivery notes and picking lists
You can register up to 30 custom transaction fields	The transaction field limit. → Transaction fields

Clients

Message	Cause and fix
A client with the same name already exists	That name is taken. Use another. → Managing clients
Client not found	It was deleted, or doesn’t exist. Check the list.

CSV, Excel and images

Message	Cause and fix
Invalid CSV format	Check the delimiter, encoding (UTF-8 recommended) and header row. Starting from an exported file is the safest route.
The CSV header is empty / The CSV file is empty	Row 1 needs field names, row 2 onwards needs data.
Failed to read the Excel file	Check that the file is `.xlsx` or `.xlsm`. Legacy `.xls` files and password-protected workbooks can’t be read — re-save as `.xlsx` from Excel.
The Excel file contains no data	No sheet has data below its header row. Put field names on row 1 and data from row 2 down.
The selected file is invalid	The file (or sheet) you picked lacks either the field-name row or any data row.
A product is required in the CSV / A client is required in the CSV	A required column isn’t mapped.
No valid transactions were found in the CSV	There’s no importable data. Check your column mapping.
Invalid image data / Invalid file type	Use a JPEG, PNG or GIF image.
The request body is too large	Shrink the image or reduce the number of CSV rows.
Too many records to export	Narrow the period or conditions and export again.

Sites, members and plan

Message	Cause and fix
Insufficient permission	The action needs administrator rights. Ask an administrator.
You cannot change your own role	Ask another administrator.
This email address is already registered	That address is already in use.
The product / user / site limit has been exceeded	You’ve hit your plan’s limit. → Plan
At least one site is required	The last site can’t be deleted. → Sites
The site name does not match	Type the site name exactly as displayed.
No credit card is registered for this company	A paid plan needs a card on file.
A payment error occurred	The card may have expired or hit its limit. Check your card details.
To use this feature, you need to subscribe to a paid plan	It’s a paid-plan feature, such as AI suggestions.
The usage limit for AI suggestions has been reached	You’ve hit the daily generation limit. Try again later.

Other

Message	Cause and fix
The report period must cover one whole month, from the first day to the last day	Reports are monthly. → Reading reports
A report cannot be created for a future month	Choose the current month or earlier.
The system is under maintenance	Please wait until maintenance finishes.
An unexpected error occurred	Possibly temporary. Try again shortly — our support team is notified automatically.

General input messages

Message	Meaning
A required field is missing	A mandatory field is empty.
A disallowed value is included	The value isn’t permitted.
Related data was not found	A referenced record (product, client…) is missing.
This value is already registered	A field that must be unique has a duplicate.
The number is out of range	The number is too large.
The value format is invalid	A number or date isn’t in the expected format.

Still stuck?

Get in touch through the in-app inquiry screen. A screenshot and one line about what you were doing makes it much faster to pin down.