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Troubleshooting

Can't log in​

Symptoms: You see an error message on the login page, or the page does not load after entering your credentials.

Possible causes:

  • Incorrect username or password.
  • Your account has been deactivated.
  • Browser cache or cookies are interfering.

Steps to resolve:

  1. Double-check your username format. Usernames typically follow the pattern {property-id}-admin or the format provided by your administrator.
  2. Verify your password. If you have forgotten it, click Forgot password? on the login page to request a reset link.
  3. If your account was recently created, you may need to set a new password on first login. Check your email for a temporary password.
  4. Clear your browser cache and cookies, then try again.
  5. Try a different browser or an incognito/private window.
  6. If none of the above works, contact your Tenant Admin to confirm your account is active.

Inventory numbers look wrong​

Symptoms: The quantity shown on the Inventory page does not match what you expect or what you physically counted.

Possible causes:

  • You are looking at Available Quantity instead of Current Quantity (or vice versa).
  • Items are reserved for a pending transfer.
  • A recent delivery or adjustment has not been reflected yet.

Steps to resolve:

  1. Check the difference between Current Quantity and Available Quantity. Available = Current minus Reserved. If there are pending transfers, some units are reserved and will not appear in the available count.
  2. Look for any pending transfers on the Inventory > Movements tab that involve this product. Reserved items are locked until the transfer completes or is cancelled.
  3. Click the Refresh button on the Inventory page to pull the latest data.
  4. Check the product's inventory history (click into the product detail and scroll to the History section) to see recent changes -- deliveries, transfers, and manual adjustments are all logged with timestamps and user IDs.
  5. If the numbers still do not match, perform a manual count and update the quantity through the settings gear icon on the product card.

Low stock alert not firing​

Symptoms: A product is running low but you did not receive a notification.

Possible causes:

  • No threshold has been set for the product.
  • The alert was already sent within the 24-hour deduplication window.
  • Your notification preferences are turned off for low stock alerts.

Steps to resolve:

  1. Go to Inventory, find the product, and click the settings gear icon. Verify that a Low Stock Threshold value is configured. If the field is empty or zero, no alert will trigger.
  2. Remember that alerts use available quantity, not current quantity. If the available quantity is still above the threshold (even though current quantity looks low), the alert will not fire. Check if items are reserved.
  3. If an alert was sent in the last 24 hours for this product, the system deduplicates it and will not send another until the window expires.
  4. Go to Settings > Notifications and verify that low stock alerts are enabled for your preferred channels (email, in-app, or both).
  5. Check your email spam/junk folder if you are expecting email notifications.

Transfer stuck in pending​

Symptoms: A transfer shows as "Initiated" or "In Transit" and has not progressed.

Possible causes:

  • The NFC scan for pickup or delivery has not been completed.
  • The staff member responsible for the next step is unaware of the transfer.
  • The NFC tag at the location is not working.

Steps to resolve:

  1. Go to the Inventory > Movements tab and click on the stuck transfer to see its current status and details.
  2. If the status is Initiated, the source location staff needs to confirm pickup by tapping the NFC tag. Contact them directly.
  3. If the status is In Transit, the destination location staff needs to confirm delivery by tapping the NFC tag at their location.
  4. If the NFC tag is not responding, check that the tag is physically present and undamaged. Verify the tag ID on the Locations page matches the installed tag.
  5. If the transfer cannot be completed, it will automatically cancel after the timeout period and reserved quantities will be released. You can then create a new transfer.

AI not responding or slow​

Symptoms: The AI chat shows "Thinking..." for a long time, or no response appears.

Possible causes:

  • Complex queries require more processing time (up to 60-90 seconds).
  • Multiple specialist agents are being consulted in parallel.
  • Network connectivity issues.

Steps to resolve:

  1. Wait up to 90 seconds for complex queries. The Daily Briefing and cross-location analysis queries consult up to five specialist agents in parallel and take longer than simple questions.
  2. Check your internet connection. Try refreshing the page.
  3. If the response seems stuck, click the Refresh icon on the chat response or type your question again.
  4. Try simplifying your question. Instead of "Compare sustainability across all locations and recommend swaps for everything," try "What are the top 3 products I should swap for better sustainability?"
  5. If the AI is consistently unresponsive, try logging out and back in to start a fresh session.

NFC scan not working​

Symptoms: Tapping your phone against the NFC tag does not register in the app.

Possible causes:

  • NFC is disabled on your phone.
  • The phone is not positioned correctly over the tag.
  • The location does not have an NFC tag assigned.

Steps to resolve:

  1. Verify that NFC is enabled in your phone's settings. On most phones, this is found under Settings > Connections or Settings > Connected Devices.
  2. Hold the phone flat against the tag for 1-2 seconds. The NFC reader is usually near the center-back of the phone. Try adjusting the position slightly.
  3. Remove any thick phone cases that might block the signal.
  4. Check the Locations page to confirm the location has an NFC tag ID assigned. Locations without an assigned tag ID do not support NFC scanning.
  5. If the tag hardware appears damaged or unresponsive, contact your property management team to replace it.

Report not generating​

Symptoms: You click "Generate Report" but nothing happens, or you see an error.

Possible causes:

  • No data exists for the selected date range or location.
  • The report is still processing.

Steps to resolve:

  1. Check that you have selected at least one location. The system requires a location selection -- look for a warning message like "Please select at least one location to generate a report."
  2. Verify your date range includes dates where activity occurred. If no inventory movements, deliveries, or changes happened during that period, the report may be empty.
  3. Wait for the report to finish generating. The "Generate Report" button changes to "Generating..." while processing. Larger date ranges and more locations take longer.
  4. Check the History tab -- the report may have completed and be available for download there even if you navigated away.
  5. Try a shorter date range (e.g., Last 7 Days) to confirm the report generation works, then expand the range.

Search returning no results​

Symptoms: Text search or semantic search on the Products page shows zero results.

Possible causes:

  • The search term does not match any products in your catalog.
  • You are using text search when semantic search would be more appropriate, or vice versa.
  • Filters are narrowing the results too much.

Steps to resolve:

  1. Check your spelling. Text search uses fuzzy matching and will tolerate minor typos, but significantly misspelled terms may not match.
  2. Try semantic search (click the sparkle icon) instead of text search. Semantic search finds products by meaning, not just keywords. For example, "eco-friendly cups" will find compostable containers even if "eco-friendly" is not in the product name.
  3. Clear any active filters by clicking the Filters button and resetting all filter options.
  4. Try broader search terms. Instead of a very specific product name, search for the product category or a general description.
  5. If your catalog was recently updated, click the Refresh button or reload the page to ensure the search index is current.