Two things to remember before you read on. First, most red messages stop the app from saving something, which means nothing has gone wrong with your data. Second, your shop data lives on our servers, so a problem on one phone does not touch your stock, your bills or your reports.
How to read a problem
Steps
- Read the colour. Red means the app refused to save. Amber means check something before you save. Green means it worked.
- Read the words. Almost every message names the exact field or the exact line number.
- Fix that one thing and tap the same button again.
- If the message mentions your connection, look at the top of the screen for the orange Offline tag.
- If it keeps coming back, photograph the screen and email info@entyti.com.
Signing in, codes and passwords
| What you see | What it means | What to do |
|---|---|---|
| "That trial code is invalid or already used." | The code you typed is not a live trial code. One trial code opens one shop, one time only. | Check for typing mistakes. If it was already used, ask us for a fresh code at info@entyti.com. |
| "That team code is invalid, used or expired. Ask the shop owner for a fresh one." | A join code works once and dies after 7 days. | Ask the shop Owner to create a new code from Settings, Your team, and send it again. |
| "Enter the trial code we sent you (or a team code from your shop owner)." | You tapped Start free trial with the code box empty. | Type the code. A new shop uses a code like ENTYTI-MED-XXXX. Joining an existing shop uses a code starting with JOIN-. |
| "Account created. If asked, confirm your email, then sign in." | Your login was made but the email needs confirming first. | Open your inbox, tap the confirmation link, then come back and sign in. |
| "Password must be at least 6 characters." | The password is too short. | Choose a longer one. |
| "Passwords don't match." | The two password boxes are different. | Type the same password in both boxes. |
| "Could not update password. Request a new link." | The reset link is old or has already been used. | Tap Request a new link, then start the reset again from the fresh email. |
| "If that email has an account, a reset link is on its way. Check your inbox." | This is not an error. The app shows the same line whether or not the email has an account, on purpose, so nobody can find out who has an account. | Check your inbox and your spam folder. |
| "Session expired, please sign in again." or "Please sign in again." | You have been signed out, usually after a long gap or after your password was changed. | Sign in again with your email and password. |
| "Could not verify your session." | The app could not check who you are, usually a connection problem. | Check your internet and try the same action again. |
Trial ended, and locked features
| What you see | What it means | What to do |
|---|---|---|
| A full screen card: "Your 7-day free trial has ended" | The 7 free days are finished. Billing, stock, reports and the assistant are all behind this screen until the plan is changed. Your data is safe and nothing has been deleted. | Tap Continue, contact us to upgrade. That opens an email to info@entyti.com. We reply within one business day. There is also a Sign out link. |
| A card in the middle of the screen: "This is a Full-plan feature" | You opened a screen that is on the paid plan, for example Distributor Orders, Your team or Your shops. A free plan and a trial plan both see this. | Tap Upgrade, contact us, or write to info@entyti.com. |
| A small grey chip reading "Full plan: upgrade" | Only one button on that screen is locked, for example Open Return note after you record a return. Everything else on the screen still works. | The work itself was still saved. Only that one document is held back. Write to info@entyti.com. |
| "This report needs the Full plan." or "This breakdown needs the Full plan." | You opened Monthly GST Return, Financial Position, or the product by product part of Stock Value. | These are paid plan reports. The summary tiles on Stock Value stay free. Write to info@entyti.com. |
| "That shop is not on the Full plan." | You tried to switch to a second shop that is not on the paid plan. | Nothing was changed. Contact info@entyti.com about that shop's plan. |
A trial does not unlock the paid extras. It gives you 7 days and a bigger pot of AI runs. The locks stay until your shop is moved to the paid plan.
The assistant stops working
| What you see | What it means | What to do |
|---|---|---|
| "You've used all your free AI runs" | Your shop has used up its free assistant runs. A new free shop starts with a small number. A shop that signed up with a trial code starts with more. The count is per shop, not per person. | Tap Upgrade, contact us, or write to info@entyti.com to ask for more credits. Billing, stock and reports keep working exactly as before. Only the assistant stops. |
| "Reconnect to use AI" in the typing box, with the box locked | Your phone has no internet. The assistant, the microphone and the camera all need a connection. | Wait for the orange Offline tag to disappear. The assistant comes back on its own. Nothing you typed is queued, so ask again once you are back online. |
| "Assistant needs internet, it resumes when you reconnect." | The same thing, said in the grey note under the box. | Nothing to do. Carry on billing. |
| "Assistant failed, check connection." | The request went out but did not come back. | Check your internet and send the line again. |
| "Sorry, something went wrong running that. Please try again." | The app could not carry out that command. | Send it again. If it fails twice, say it in shorter, simpler words. |
| "Couldn't finish that, try a simpler command." | The command was too complicated to work out. | Break it into two short lines, for example one line to sell and one line to add the customer. |
| "No items read from the photo." | The photo of the customer's chit could not be read. | Retake it in better light, hold the paper flat, or type the items instead. |
Remember that one AI run is counted every time you send a message, and for each Expiry rescue or Reorder tap in the assistant bubble. Tapping Confirm & bill, Confirm & add or Confirm return does not use a run.
Voice and camera
| What you see | What it means | What to do |
|---|---|---|
| "Microphone blocked. Allow mic access in your browser." | Your phone or browser refused the microphone. | Open your browser settings for this site and allow the microphone, then tap the button again. |
| "Voice needs internet" when you hold the grey crossed microphone | Your speech is understood on our servers, so voice does not work offline. | Type the name instead until the connection is back. |
| "Didn't catch that, try again." | The app could not make out the words. | Tap and speak again, closer to the phone, a little slower. |
| "Voice failed, check connection." | The recording went out but nothing came back. | Check your internet and speak again. |
| The button reads "Scan (online)" and cannot be tapped | Scanning a strip, a chit or a supplier bill needs internet. | Enter it by hand for now. Hold the button and it tells you the same thing. |
| "Couldn't read the photo. Try a clearer picture." | The photo of the customer's list was too blurry or too dark. | Take another one in good light, straight on. |
| "Could not read the label, try a clearer photo." | The medicine strip label could not be read. | Fill the frame with the printed part of the strip, keep it flat, and try again. Small printed labels are hard, so always check what the scan filled in before saving. |
| "Nothing matched your stock." | The app read the chit but none of the names are in your product list, or none have stock. | Add the missing products in Inventory, then scan again, or add those lines by hand. |
Selling: the Sell or Complete Sale button will not work
The app refuses bad numbers instead of quietly fixing them. While a red message is showing, the save button stays switched off.
| What you see | What it means | What to do |
|---|---|---|
| "Enter a valid discount" | The discount box has something that is not a number, or is negative. | Clear it and type a plain number, or leave it blank. |
| "Discount % cannot exceed 100" | You chose % and typed more than 100. | Type 100 or less, or switch to ₹ if you meant rupees. |
| "Discount exceeds bill amount" | The rupee discount is bigger than the bill. | Reduce it. |
| "Discount cannot be negative" | A minus sign has slipped in. | Remove it. |
| "Line discount must be between 0 and 100" | The small % off box on one cart line is out of range. | Put a number from 0 to 100 in that line's box. |
| "Enter a valid amount received" | The amount received box is not a number. | Type a plain number, or leave it blank when the customer is paying in full. |
| "Amount received exceeds bill total" | You typed more than the bill. | Type the bill amount or less. The app does not hold advances. |
| "Amount received cannot be negative" | A minus sign in the received box. | Remove it. |
| "Add the customer's name or phone to track the balance to collect" or "Customer required to track balance to collect" | A balance is being left unpaid and there is nobody to chase for it. | Fill in the customer name or phone. On Quick Sale the customer boxes open by themselves for you. |
| "Buyer name and Rx number are required for Schedule H/H1 items" | A Schedule H or H1 medicine is in the cart and the yellow prescription panel is not filled. | Fill Buyer name and Rx number. Prescriber is optional. |
| Nothing happens when you tap and the cart is empty | With an empty cart, Quick Sale hides the whole bottom bar, so there is no Sell button. | Add at least one item. |
Selling: stock problems
| What you see | What it means | What to do |
|---|---|---|
| "No stock for [medicine name]" when you tap a medicine | The medicine is in your product list, but every batch is empty or already past its expiry date. Expired batches are never sold. | Receive fresh stock on the Purchases screen, or add a batch in Inventory. |
| "Only N left" when you tap the item again | You have reached the stock you actually hold. The + button also simply stops there. | Sell what you have. Check Inventory if you believe the count is wrong. |
| A red Out of stock tag and a greyed out Add button in POS Billing | The same thing on the full invoice screen. | Receive fresh stock first. |
| "Insufficient stock for [medicine name] (short by N)" while the sale is saving | Somebody else sold the last of it at the same moment, from another phone or another screen. | The sale was refused and your cart is kept exactly as it was. Nothing left your stock. Reduce the quantity and try again. |
| "Insufficient loose stock for [medicine name] (short by N units)" | The same thing when you are selling loose tablets. The maximum is the tablets in your full strips plus any loose tablets already opened. | Reduce the number of tablets, or sell a full strip. |
| "No match. Check Inventory to add it." | You typed 2 or more letters and nothing matched. The search is forgiving about spelling, so this usually means the medicine is genuinely not in your product list. | Add the product in Inventory first. |
| Nothing at all appears when you type | The app only starts searching from the second letter, and waits a moment after you stop typing. | Type at least 2 letters and wait for the small spinner to finish. |
| "Sale saved but invoice could not be loaded" | The bill was saved and the stock has moved. Only the invoice screen failed to open. | Nothing is lost. Open Reports, the Daily Sales tab, tap the bill row, then Open / Print Invoice. |
Returns
| What you see | What it means | What to do |
|---|---|---|
| Confirm return is greyed out | Every item is still at zero. | Tap + next to at least one item. |
| "Set a quantity to return." | The same thing, said as a message. | Set a quantity above zero. |
| "fully returned" instead of the plus and minus buttons | That item has already come back in full on an earlier return. | Nothing more can be returned on that line. |
| "Return qty N exceeds available M for [product name]" | You are trying to return more than was sold, after taking earlier returns off. | Reduce the quantity. The + button normally stops you before this. |
| "Nothing to return" or "Return has no lines" | The return was sent with nothing on it. | Set a quantity and try again. |
| "Invoice not found" or "Original bill not found" | The bill could not be read from our servers. | Check your internet, then open the bill again from Reports, Daily Sales. This screen always reads the bill fresh, so it needs a connection. |
| "Return note not found" | The return note document could not be opened. | Check your internet and open it again from the yellow strip on the bill. |
| No yellow "Return recorded" strip appears after a return | The strip with Open Return note only appears when GST is switched on for your shop. | The return itself is recorded correctly. If you want the numbered note, turn GST on in Settings, Billing mode. Printing the note is a Pro feature. |
Adding products and batches
| What you see | What it means | What to do |
|---|---|---|
| "Product name is required." | The Name box is empty. | Type the medicine name. |
| "GST rate must be a number between 0 and 100." | The GST box has a bad number. | Put the rate for that item, for example 5 or 12. |
| "Reorder level must be a non-negative whole number." | The reorder level is negative or has decimals. | Put a whole number, 0 or more. Set a sensible level, because a level of 0 keeps the product out of the low stock lists for good. |
| "Batch number is required." | The Batch no box is empty. | Type it exactly as printed on the pack. |
| "Expiry date is required." | No expiry date was picked. | Pick the date. A strip printed as 08/2026 is saved as the last day of that month. |
| "Quantity must be a positive whole number." | The quantity is zero, negative, or has decimals. | Put a whole number bigger than 0, counted in the product's own unit. |
| "MRP must be a positive number." | MRP is blank or zero. | Put the printed retail price per unit. |
| "Cost price must be a non-negative number." | Cost price is negative. | Remove the minus sign, or leave the box blank. It is saved as 0 when blank. |
| A product you just added shows Out of stock | Adding a product does not add any stock. | Tap Batch on that row and add the batch number, expiry, quantity and MRP. |
| "Failed to load inventory" | The stock list could not be read from our servers. | Tap Retry. Check your internet if it fails again. |
| The list looks far shorter than it should | A search or a filter is still switched on. Filters stay set while the app is open, even when you move to another page and come back. | Tap Filters, then Clear. |
Importing a file
| What you see | What it means | What to do |
|---|---|---|
| "Could not read that file. Try a clearer file or paste the text." | The app could not make sense of the file at all. | Save it as CSV or Excel with a proper header row, then try again. |
| "No products found in that file." | The file was read but no product rows came out of it. | Check that there is a name column and at least one of quantity, selling price, MRP or cost. |
| "Some rows may not have been read, please check the preview before importing." | An amber warning. Some rows may be missing. Nothing has been added yet. | Read the count on the preview card. If it looks too small, tap Cancel, split the file or save it as CSV or Excel, and try again. |
| "This file is too large to read in one go, please split it or upload as CSV/Excel." | A messy file or a photo was sent to our servers and was too big to read in one piece. | Split it into two or three files, or save it as a tidy CSV or Excel file with a header row. A tidy file is read on your own phone with no size limit at all. |
| "Couldn't read that as a purchase list. It needs item + qty + rate/amount columns, or use Scan Invoice for a photo." | You used Import on the Purchases screen with a file that is not a purchase list. A plain sales register is refused on purpose. | Use a file with item name, quantity and one of rate, amount or MRP. For a paper bill, use Scan Invoice instead. |
| "Couldn't read that file. Try CSV/Excel, or Scan Invoice for a photo." | The same thing for a file the app cannot open. | Save it as CSV or Excel. |
| The imported product count looks too small | Rows with no product name are skipped, and junk lines above the real header are ignored. The app looks through the first 40 lines to find the real header. | Check the file has a proper header row near the top, then import again. Nothing is added until you tap Import or OK. |
Entering a purchase bill
| What you see | What it means | What to do |
|---|---|---|
| "Line 3: batch no is required." and similar messages naming a line | One row is incomplete. The app names the exact line. | Fix that line. Each row needs a product or a scanned name, a batch number, an expiry, a quantity above 0, free units of 0 or more, a cost price of 0 or more, and an MRP above 0. |
| "Line 2: pick a product." | That row has neither a product picked nor a scanned name. | Pick the product from the dropdown, or delete the row. |
| "Supplier name is required." or "Pick a supplier or add a new one." | No distributor is selected. | Pick one from the dropdown, or tap New and add the distributor's name. |
| "Bill date is required." | The bill date box is empty. | Pick the date on the paper bill. |
| "No products yet, add products in Inventory before recording a purchase" | Your product list is completely empty, so Save Purchase stays off. | Add at least one product in Inventory first, or import your stock file. |
| "Couldn't read the invoice. Try a clearer photo." | The photo of the distributor's bill could not be read. | Fill the frame with the item rows, keep the paper flat, and give it plenty of light. Distributor bills are faint, so a close sharp photo of the rows beats a whole page. |
| "No line items read. Try a closer photo of the item rows." | The bill was read but no item rows were found. | Photograph just the item rows, closer in. |
| "Scan failed, check connection and try again." | The connection dropped while the photo was being read. | Check your internet and scan again. |
| An amber banner: "check quantities/rates before saving" | Your entered total is more than 3 percent away from the sub total printed on the bill. Usually one row is wrong, most often a quantity read as 12 instead of 2, or a cost price that has picked up the MRP. | Do not save yet. Go down the rows and fix the wrong one. The banner turns green when the numbers agree. If the bill printed no sub total, the app compares against the grand total, which includes GST, so a gap of about the tax percentage is normal. |
| A row shows a green "new, added on save" tag | That product is not in your inventory yet and will be created when you save. | If it is really a product you already have under a different spelling, pick it from the dropdown now. Otherwise leave it. Nothing is created until you save. |
| "Purchase save failed", "Line N batch failed" or "Line N: create product failed" | The save was refused partway through. | Check your internet and tap Save Purchase again. If the same line keeps failing, send us the message at info@entyti.com. |
| "Could not load data" with a Retry button under Recent Purchases | Past purchases could not be read. | Tap Retry. Check your internet if it keeps failing. |
| Your half-finished bill has vanished | The draft is kept only while the app is open in that tab. Closing the tab or the app clears it. Scanned names on unmatched rows are not kept even when you leave the screen and come back. | Finish a scanned bill in one sitting, without leaving the screen. |
Distributor Orders (Pro)
| What you see | What it means | What to do |
|---|---|---|
| A lock and "This is a Full-plan feature" instead of the order form | Distributor Orders is on the paid plan. A trial shop sees this too. | Tap Upgrade, contact us, or write to info@entyti.com. |
| "Pick a distributor first." | No distributor is selected. | Open the Distributor dropdown and choose one. If your list is empty, add the distributor on the Purchases screen using the New button first. |
| "Add at least one item to order." | The order has no lines with a product on them. | Pick a product on at least one line, or tap Add low-stock items. |
| "Line 2: pick a product." | You typed a quantity on a line but did not pick the product. | Pick the product, or clear the quantity so the line is ignored. |
| "Line 2: qty must be a number > 0" | The quantity is blank, zero or not a number. | Type a whole number bigger than 0. |
| "Line 2: expected rate must be a number ≥ 0" | The expected rate is negative or not a number. | Fix it, or leave it blank. Leaving it blank is fine, the distributor confirms the price. |
| "Nothing is low on stock right now." | You tapped Add low-stock items and nothing qualified. | Nothing is at or below its reorder level. Remember a product with a reorder level of 0 never appears here. |
| "Could not load low-stock items." | The low stock check failed. | Check your internet and tap the button again. |
| "Could not mark as sent." or "Could not mark as received." | The status change did not go through. | Check your internet and tap the button again. |
| "Order already received" | You tapped Receive Stock on an order that is already marked received. | Received is final. Finish the bill on the Purchases screen. If more goods arrive later, enter that bill directly on the Purchases screen. |
| "Could not load data" with Retry | This screen needs a connection and does not work offline. | Tap Retry, and check your internet. |
Outstanding and receipts
| What you see | What it means | What to do |
|---|---|---|
| "Enter an amount greater than 0." | The receipt amount is blank, zero or not a number. | Type the amount the customer handed over. |
| A message saying the amount exceeds the balance | You cannot record more than the customer owes. A rounding difference of up to fifty paise is allowed, so clearing ₹499.75 with ₹500 works. | Type the pending balance or less. The app does not hold advances. |
| "Could not record payment." | The receipt did not save. | Check your internet and try again. This screen needs a connection. |
| The Remind button is grey and will not press. Holding it says "No phone number saved" | That customer has no mobile number saved. | Add the phone number on the customer record, then come back. |
| The app refuses to save a receipt from your login | An Accountant login is read only and cannot write anything anywhere in the app. | Ask the Owner or Counter Staff to record it, or ask the Owner to change your role. |
| A customer's age tag still says 120 days after they paid something | The age is counted from the customer's oldest unpaid bill, and a receipt goes against the account as a whole, not against one bill. | The tag goes only when the whole balance is cleared and the customer drops off the list. |
| A customer you expected is missing from the list | Only balances above fifty paise show, and the daily follow-up on the dashboard only lists customers whose oldest unpaid bill is 7 days old or more. | Check the customer's balance is really pending, and remember the Outstanding screen shows everybody, not just the overdue ones. |
| The search finds nothing for a phone number | Search works on the customer name only. | Type part of the name instead. |
Reports and downloads
| What you see | What it means | What to do |
|---|---|---|
| There are no CSV, Excel, JSON, PDF or Print buttons anywhere | You are signed in as Counter Staff. That role can read every report on screen but cannot download or print them. | Sign in as the Owner, or ask the Owner to add your accountant as an Accountant login, which can view and download but cannot change anything. |
| The GST Summary and Monthly GST Return tabs are missing | GST is switched off for your shop. | If you are GST registered, open Settings, Billing mode, tick Charge & show GST on bills and tap Save settings. |
| You were on a GST tab and the app jumped back to Daily Sales | GST was just switched off, so those tabs no longer exist. | Nothing is wrong. Turn GST back on in Settings if that was a mistake. |
| "GST is not enabled for this shop (turn it on in Settings first)" | You asked for a GST return for a shop with GST switched off. | Turn GST on in Settings, Billing mode. |
| "Pop-up blocked, allow pop-ups to download the PDF" | Your browser blocked the new window that the PDF or the print page opens in. | Allow pop-ups for the app in your browser settings, then tap the button again. |
| "Export failed" in red | The download did not complete. The report on screen is not affected. | Check your internet and tap the download button again. |
| The download buttons are grey | Either the month has not finished loading, or there is nothing in the list to download. | Wait for "Preparing..." to finish, or widen your date range. |
| "Both From and To dates are required" | One of the date boxes is empty. | Fill both, or tap one of the quick range buttons. |
| "From date must be on or before To date" | The dates are the wrong way round. | Swap them. |
| "As-of date cannot be in the future" or "As-of date is required" | The Financial Position tab needs a real date, today or earlier. | Pick a date up to today. |
| Daily Sales totals do not match GST Summary totals | Daily Sales follows your Min ₹, Max ₹ and Payment filters. GST Summary always uses every bill in the range, because GST is filed on all your sales. | Tap Clear on Daily Sales and they will agree. |
| The Charts dates did not change Daily Sales | Charts keeps its own date range on purpose. | Set the dates on the tab you are reading. |
| A red message with a Retry button | The report could not be read from our servers. | Tap Retry. Check your internet if it keeps failing. |
Settings
| What you see | What it means | What to do |
|---|---|---|
| A lock and "Only the shop Owner can change settings" | You are signed in as Counter Staff or Accountant. This is checked on our servers too, so it cannot be worked around. | Ask the Owner to make the change, or ask them to change your role. |
| "Only the shop Owner can do this." | The same rule, on an action rather than a screen. | Ask the Owner. |
| "Shop name is required." | You cleared the shop name and tapped Save. | Type the shop name. Nothing else on the page is saved while this message is showing. |
| "That UPI ID doesn't look right (e.g. shop@okaxis)" | The UPI ID did not pass the basic check. It needs at least two characters, then @, then at least two letters, with no spaces, and only letters, numbers, dot, dash and underscore before the @. | Fix the ID and tap Save settings again. Check your other changes went in, because nothing is saved while this message shows. |
| "Please pick an image file." | The file you chose for the logo is not a picture. | Pick a JPG or PNG. |
| "Could not upload logo." | The logo did not save. | Check your internet and try again. |
| Your typed changes disappeared | Nothing is saved while you type. Only Save settings saves. | Type them again and tap Save settings. The logo is the one exception: it saves by itself the moment you pick the picture. |
| No Collect via UPI QR button after a sale | No UPI ID has been saved in Settings. | Add your UPI ID under Payments and tap Save settings. |
| The customer scanned the QR but the app did not confirm anything | The money goes straight to your own UPI account, with nothing in between, so the app has no way of knowing. | Check your own UPI app. Only then hand over the medicine and tap Payment received. |
Staff, roles and multiple shops (Pro)
| What you see | What it means | What to do |
|---|---|---|
| "A shop needs at least one Owner, make someone else Owner first." | You tried to move the last Owner off the Owner role. | Make somebody else an Owner first, then change the role. |
| "You cannot remove yourself." | No Owner can remove their own line, so a shop can never end up with nobody in charge. | Ask another Owner to remove you, after somebody else is made Owner. |
| "Invalid role: (invite Counter Staff or Accountant)" | You can only invite somebody as Counter Staff or Accountant. | Invite them at one of those two, then change their role to Owner afterwards from the team list. |
| The join code you sent does not work | A code works once and expires after 7 days. | Create a fresh code from Settings, Your team, and send it again. Cancel any old codes under Waiting to be used. |
| "Give the new shop a name." | You tapped Add shop with the name box empty. | Type a name, for example "Sri Sai Medicals, Branch 2". |
| "Could not switch shop. Try again." | The shop switch did not go through. Nothing was changed. | Check your internet and try again. |
| The Your shop switcher is not in the menu | It only appears once your login belongs to two or more shops, and only while the shop you are in is on the paid plan. | Contact info@entyti.com about adding a shop. |
| The app reloaded itself when you switched shops | That is deliberate. The copy of the old shop's data on the phone is cleared and the new shop's data is fetched fresh, so two shops never mix. | Let it finish before you start billing. Always check the shop name at the top of the menu before you bill. |
| A staff member cannot see Settings or Billing | Counter Staff never see those two menu items. An Accountant only sees Dashboard, Inventory, Outstanding and Reports. | This is correct. Ask the Owner for anything on those screens. |
| What you see | What it means | What to do |
|---|---|---|
| Nothing happens when you tap a WhatsApp button | Your browser blocked the new window. | Allow pop-ups for the app and tap again. On a computer you also need to be signed in to WhatsApp Web. |
| WhatsApp opens but no contact is chosen | For briefings, expiry lists and order lists the app deliberately leaves the contact blank, because those go to you or to your distributor. | Pick the chat yourself inside WhatsApp and press send. |
| The reminder opened WhatsApp instead of sending by itself | Automatic sending needs all of these: the paid plan, the auto-send switch on in Settings, an internet connection, a customer with a phone number, and this month's message limit not finished. | Nothing is lost. The app has fallen back to opening WhatsApp with the same message ready. Press send yourself. |
| "Limit reached, auto-send pauses until next month." | Your shop has used its monthly automatic message allowance. This limit is set by us and cannot be changed in the app. | Send bills the normal way with the WhatsApp button. Auto-send starts again next month. Write to info@entyti.com if you need more. |
| "Bill sent on WhatsApp (no PDF attached)." | The message went out but the bill document could not be attached. | The customer has the text. If they want the document, open the bill, tap Print / Save PDF, save it and send that file yourself. |
| "Could not send that message." or "Could not reach the server." | The automatic send failed. | The app falls back to opening WhatsApp for you. Press send by hand. |
| "Usage is not available offline." on the auto-send card | You have no internet, so the app cannot show this month's count. | Check again once you are back online. |
No internet
| What you see | What it means | What to do |
|---|---|---|
| An orange Offline chip next to your shop name, and Offline, AI paused in the menu | Your phone has lost its connection. The chips appear and disappear on their own. | Do not promise a customer a bill while this is showing. See below. |
| You cannot save a bill, add stock or enter a purchase | Billing reads and writes to our servers, so it needs internet. Selling offline is not ready yet. | Write the sale on paper and enter it when the connection is back. If offline billing matters for your shop, tell us at info@entyti.com. |
| The Offline chip shows even though your Wi-Fi looks connected | The app reads your phone's own connection status. | Turn flight mode on and off, or switch between Wi-Fi and mobile data, then open Offline sync and tap Force sync. |
| The numbers on the Offline sync page are all zero | Nothing has been copied to this phone yet. Your real data is safe on our servers. | Stay on that page for a minute while online, or tap Force sync. Copying only runs while that page is open. |
| The numbers restart at three dots when you open the page | The app counts them again each time the page opens. | Wait a moment. Nothing has been lost. |
| status: error and a red box on the Offline sync page | The copy on this phone could not be built. Your real shop data on our servers is untouched. | Photograph the red text. Check you are online, then tap Force sync. If it keeps coming back, send the photo to info@entyti.com. |
| A red box with status: syncing still showing | One kind of data failed while the rest are fine. | Tap Force sync. If it persists, send us the message. |
| Two staff billed the same customer on two phones and one change vanished | Whichever change reached our servers last is the one kept. There is no screen asking you to choose. | Check the bill and correct it with a return if needed. |
| You tapped Wipe local by mistake | Only the copy on that phone was deleted. Nothing on our servers was touched. There is no "are you sure" question, so use it carefully. | Stay online on the Offline sync page and the five numbers fill up again. |
| A screen you rarely open will not load offline | Everyday screens are stored from the first install. Less used ones, including Offline sync, Billing and Distributor Orders, are only kept once you have opened them at least once while online. | Open them once on a good connection. |
Dashboard and general
| What you see | What it means | What to do |
|---|---|---|
| "Failed to load dashboard" in red at the bottom | The dashboard numbers could not be read. | Check your internet and open the Dashboard again. |
| "Today's follow-ups could not load" | The daily checklist failed, with the reason underneath. | Check your internet and reload the page. |
| The numbers look old after you made a bill | The dashboard works out its numbers once, when the page opens. It does not keep updating on its own. | Open the Dashboard again, or refresh the page. |
| The Low stock tile and the Running low list show different counts | The tile counts every product at or below its reorder level. The follow-up ignores products with a reorder level of 0 and ignores expired stock. | Both are correct. Set sensible reorder levels in Inventory. |
| A recent month is missing from the trend graph | The graphs are built from your bill history, starting at your first month of business and covering at most 60 months. A shop with more than five years of history may not see its newest months there. | Check Reports for the true figure. |
| A screen looks stuck or wrong | Usually an old copy of the screen on the phone. | Close the app fully, swiping it away from your recent apps, then open it again with internet on. That is almost always enough. If not, tell us at info@entyti.com. |
What the photo scanners can and cannot do
Scanning saves a great deal of typing, but it is a starting point, never the final word. Nothing is written into your books until you tap the save button.
Good to know
- Batch numbers are the field most worth checking by eye. On a supplier bill the app takes the batch code from its single best reading, because sideways readings tend to drag in the neighbouring row's code. Watch for 0 against O, and 1 against I.
- Expiry dates on a supplier bill are safer, because the app reads the photo four ways and takes the date that two or more readings agree on.
- You do not have to hold the phone straight for a supplier bill. The app reads it upright, sideways both ways and upside down, then keeps whichever reading adds up against the totals printed on the bill.
- A medicine strip usually prints its expiry as a month, for example 08/2026. The app saves that as the last day of that month, which is the standard reading.
- Quantity and cost price are never read off a strip. You always type those yourself.
- The scan never adds anything to your stock by itself. On Purchases, stock moves only when you tap Save Purchase. In Inventory, only when you tap Add batch.
- New products from a scanned supplier bill are created only at the moment you save, so an abandoned scan leaves no junk behind.
- Every scanner needs internet. Offline, the buttons read Scan (online) and cannot be tapped.
Still stuck?
Steps
- Photograph the whole screen, including the message.
- Note what you tapped just before it happened.
- Email both to info@entyti.com, with your shop name.
- We usually reply within one business day.
Please do not send passwords in the email. We never need them.