Troubleshooting¶

Find the message or symptom you see, then follow the suggested fix.

Signing in¶

What you see	Why	What to do
Stuck on Checking your shop access	The app is still confirming your account	Wait a few seconds. If it doesn't continue, refresh the page or check your internet connection.
A message says your sign-in account has not been set up	Your sign-in exists, but no shop account has been set up for it	Ask the shop owner or Kadenio support to create your account
"Your user account has been suspended." or "Your user account is inactive."	Your account has been switched off	Ask the shop owner to reactivate it
Always sent to Change your temporary password	You haven't set your own password yet	Fill in the form. The new password needs at least 8 characters, including a letter and a number.
"Choose a different new password."	The new password is the same as the temporary one	Choose a different password
You land on the Unauthorized Access page	Your role can't open that screen	See Roles and permissions, or ask the owner

What you see	Why	What to do
"You do not have permission for this action."	Your account isn't allowed to do this	Ask the owner to give you access
"Only shop managers can perform this action."	Only an owner or manager can do this	Ask a manager or the owner
"Price or line information overrides require sales override permission."	You changed a price or product text at the till	Sell at the normal price, or ask the owner for permission to change prices
"You cannot change your own role."	Roles are changed by the owner	Ask the owner
"The organization owner cannot be removed or archived. Transfer ownership first."	The shop must always have an owner	Transfer ownership in Settings → Shop ownership first

What you see	Why	What to do
Pay is greyed out, with "Attach a customer before creating or paying this sale."	Every sale needs a customer	Select Add customer and pick or create one
"This payment method is not active for the shop."	That method is switched off	Switch it on in Settings → POS, or use another method
Confirm payment doesn't work	The payments don't add up to the amount due	Adjust the amounts until Ready to finalize shows kr 0,00
"Not enough stock for …"	Less in stock than you're selling	Receive the stock in Inventory, or correct it with a count
"The serialized unit for … is no longer available."	That exact bike has already been sold	Choose another bike
"A voucher cannot be combined with a manual discount."	Both were applied	Remove one of them
"A sale can use either a voucher or loyalty points, not both."	Both were applied	Remove one of them
Gift card refused	Card is empty, blocked, expired or mistyped	Check the card in Rewards
The sale seems locked after closing Take payment	An unpaid sale is waiting	Open payment again and confirm it, or choose Void unpaid sale
"A refund reason is required."	Refunds always need a reason	Type a short reason and try again
A message says partial refunds are not available	Only full refunds are possible	Refund the full sale, then ring up what the customer keeps

What you see	Why	What to do
A stage change is refused	Repairs move forward one stage at a time	Use the next-step button on the ticket
Can't add work or parts	The ticket is Collected or Cancelled	Open a new ticket
Adding a part fails	The part is out of stock or isn't a stocked item	Receive stock first, or add it as labour
The till says the ticket is already paid	It was settled earlier	Find the sale in Sales history

What you see	Why	What to do
"Provide a make, model, frame number, or serial number so the bicycle can be identified."	The bike has no identifying details	Fill in at least one
The frame number is refused as a duplicate	That frame number is already registered	Search for the existing bike first
A product won't save	Its item number (SKU) is already used	Choose a different item number
An archived product can't be found	Archived items are hidden from lists	Ask Kadenio support to restore it
Stock lower than expected after a repair	Parts leave stock when added to a ticket, even if the repair is later cancelled	Correct it in Inventory with an Adjustment (increase) and a reason

What you see	Why	What to do
A customer didn't get a repair email, receipt or reminder	No email address; for reminders, no Operational email consent; or the email is switched off in Settings → Email	Check the customer's details and Settings → Email
A reminder shows Needs attention	It couldn't be sent	Check the customer's email address and consent

What you see	Why	What to do
End of day and Reports totals differ	They count slightly differently	Use Reports for bookkeeping
A report won't load	The start date is after the end date	Correct the dates

Use Help & support at the bottom of the menu. Tell us the time, your email, the screen and the exact message. Never send your password.