ICONK OS
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Troubleshooting

Draft

Solve common issues with login, permissions, POS sessions, inventory, and file uploads.

Goal

Help users resolve common issues they may encounter while using ICONK OS.

Who This Guide Is For

All ICONK OS users who experience problems or unexpected behavior.

Login Problems

I Cannot Sign In

Possible causes and solutions:

  1. Wrong email or password — Double-check that you are using the correct email address and password. Passwords are case-sensitive.
  2. Account not verified — If you just registered, check your email for a verification link. You may need to verify your email before signing in.
  3. Account deactivated — If your account was deactivated by an administrator, you cannot sign in. Contact your company administrator.
  4. Browser issues — Try clearing your browser cache and cookies, or try a different browser.

I Forgot My Password

  1. Go to the login page and click Forgot Password.
  2. Enter your email address.
  3. Follow the instructions in the email you receive.
  4. If you do not receive the email, check your spam folder or contact your administrator.

I Was Locked Out After Too Many Attempts

The system may temporarily block login attempts after multiple failures. Wait a few minutes and try again. If you are still locked out, contact your administrator.

Missing Modules

I Cannot See a Module in the Sidebar

Possible causes and solutions:

  1. Permissions — Your role may not include access to that module. Contact your company administrator to review your role. See Roles and Permissions.
  2. Module not activated — The module may not be activated for your company. Only the company owner can activate modules. See Modules and Billing.
  3. Coming Soon — The module may be marked as "Coming Soon" and is not yet available. See Modules and Billing.
  4. Browser cache — Try refreshing the page (Ctrl+F5 or Cmd+Shift+R) to clear the cache.

A Module Disappeared After It Was Visible

  1. Check if your role was changed. An administrator may have updated your permissions.
  2. Check if the module was deactivated by the company owner.
  3. Try refreshing the page.

Permission / Access Denied

I See "Access Denied" or Am Redirected Away

Possible causes and solutions:

  1. Insufficient permissions — Your role does not include permission for the page you are trying to access. Contact your administrator.
  2. Wrong company — You may be in the wrong company workspace. Check the company selector and switch to the correct company.
  3. Session expired — Your login session may have expired. Sign in again.

I Can See a Module but Cannot Perform an Action

Some modules allow viewing but require additional permissions for creating, editing, or deleting. For example:

  • You may be able to view invoices but not create them.
  • You may be able to view the POS terminal but not void sales.

Check with your administrator about the specific permissions you need.

Invoice and Payment Confusion

My Invoice Shows "Sent" but the Customer Has Paid

If a customer has paid but the invoice still shows Sent:

  1. Check if the payment was recorded in the system. Go to Payments and look for the payment.
  2. Check if the payment was posted. Some payments need to be posted before they affect the invoice status.
  3. If the payment exists and is posted but the invoice is still Sent, the total payments may not yet equal the invoice total. Check for partial payments.

My Invoice Shows "Paid" but the Amount Seems Wrong

  1. Open the invoice and check the Payments section.
  2. Review each payment amount and date.
  3. If there is an overpayment, it will be noted as [OVERPAYMENT] on the payment record.
  4. If the overpayment is linked to a customer invoice, check the customer credit balance before recording another receipt.
  5. If you believe a payment is incorrect, contact your administrator.

I Cannot Edit an Invoice

  • Draft invoices can be edited freely.
  • Sent and Paid invoices cannot be edited. This is by design to maintain accounting integrity.
  • If you need to change a sent invoice, you may need to cancel it and create a new one.

POS Session Issues

I Cannot Open a POS Session

  1. Check if a session is already open for your branch. Only one session can typically be open at a time.
  2. Close the existing session first, then open a new one.
  3. Check that you have the session management permission. See Roles and Permissions.

The POS Terminal Will Not Load

  1. Check that you have POS terminal access permission.
  2. Try refreshing the page.
  3. Check your internet connection.
  4. If the problem persists, contact your administrator.

My Cashier PIN Does Not Work

  1. Verify that your PIN is set correctly. Go to Settings → Team and check your PIN.
  2. Make sure you are entering the correct PIN. PINs are case-sensitive if they contain letters.
  3. If you forgot your PIN, ask your administrator to help you reset it.

The Session Closing Cash Does Not Match

  1. Review all sales processed during the session in Sales History.
  2. Check for any voided or returned transactions.
  3. Note the difference in the session closing notes.
  4. Report significant discrepancies to your manager.

Inventory Stock Mismatch

Stock Levels Do Not Match Physical Count

  1. Go to Inventory → Adjustments.
  2. Create a stock adjustment to correct the discrepancy.
  3. Add notes explaining the reason (e.g., "Physical count," "Damaged goods," "Theft").
  4. Save the adjustment.

Stock Shows Different Amounts in Different Places

  • Product total stock is the sum of stock across all warehouses.
  • Warehouse stock is the stock in a specific warehouse.
  • If these do not match, it may be a synchronization issue. Contact your administrator.

Stock Was Deducted but the Sale Was Cancelled

If an invoice was cancelled, stock should be restored automatically. If it was not:

  1. Check the invoice status — it should show Cancelled.
  2. Check the stock movement history for the product.
  3. If stock was not restored, create a manual stock adjustment and report the issue to your administrator.

File Upload and Storage Issues

I Cannot Upload a File

  1. Check the file size. There may be a maximum file size limit.
  2. Check the file type. Some file types may not be supported.
  3. Check your available storage. If your company has reached its storage limit, you may need to delete old files or upgrade your plan.
  4. Try a different file or browser.

My Uploaded File Does Not Appear

  1. Refresh the page.
  2. Check the Media Library for the file.
  3. If the file is still missing, the upload may have failed. Try uploading again.
  4. If the problem persists, contact your administrator.

When to Contact Your Administrator

Contact your company administrator if:

  • You cannot sign in and password reset does not work.
  • You need access to a module or feature you do not currently have.
  • You believe there is a data error (incorrect stock, wrong payment amounts, etc.).
  • You need to activate or deactivate a module.
  • You need to create or modify user roles.
  • You encounter an error message that is not covered in this guide.

Known Limitations

  • Some error messages may be technical and not user-friendly. If you see an error you do not understand, take a screenshot and share it with your administrator.
  • The system does not currently have a built-in help desk or ticketing system. Contact your administrator directly for support.
  • UNCERTAIN: Some edge cases in financial workflows (like complex multi-currency scenarios) may not be fully covered by this guide.

How to Get Help

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Troubleshooting | ICONK OS