Troubleshooting Payments
Every block in the payments area exists to protect the money — yours and the client's. This page lists the messages you may see, what each one means, and how to move forward.
At the Receiving Dialog​
"Open the cash register before receiving cash." Cash payments need an open cash session. Click the Open cash register button shown in the warning, enter the Opening amount, and return to the receipt. See The Cash Register Session.
"The payment methods exceed the sale total by..." The sum of the payment lines is higher than what the sale can receive. Adjust the amounts until Remaining stops being negative — the confirm button stays disabled until then.
The amount tendered is not accepted. For cash, the Amount tendered can never be less than the amount being received. Use Exact amount if the client gave the exact value.
"This is a partial payment. The sale will keep the remaining amount open." Not an error — a heads-up. You are receiving less than the total; the sale will stay Partially paid with the difference open. Confirm with Confirm partial receipt if that is the intention.
"This sale already has a checkout in progress..." A previous receipt for this sale was interrupted. The methods are locked to exactly what was started; click Resume receipt to finish it. Nothing is charged twice.
Installments refused. Credit card accepts from 1 to 24 installments.
Customer Credit​
The balance does not cover what I typed. Customer credit can only pay up to the available balance. If the balance is insufficient, the receipt is refused and the displayed balance is refreshed — combine the credit with another payment method for the rest.
"Customer credit can only be used while online." Using the wallet requires internet, so the balance is always current. Reconnect and try again.
A deposit does not appear in the balance. Deposits made offline stay pending until synchronization — the dialog marks them: "The offline deposit is pending synchronization and is not available for use yet." Reconnect and the balance updates.
"Cash withdrawal requires an open cash register and internet connection." Both conditions: the money leaves the drawer (session open) and the balance must be confirmed (online).
Refunds​
"Refunds can only be made while online." Reconnect before refunding.
The refund amount is refused. A refund must be positive and cannot exceed what is left of the payment — the part not yet refunded.
The reason field will not let me continue. The reason is mandatory for every refund, cash withdrawal, supply, and drawer withdrawal. Write it and continue.
Cash Register​
"Close this cash session? Pending financial operations must be synchronized first." The standard closing confirmation. If receipts made offline are still pending, the closing is refused with "There are pending receipts. Wait for completion before closing the register." — reconnect, wait for the synchronization, and close again.
"Enter an amount greater than zero." / "Enter the reason for the cash movement." Supplies and withdrawals always need a positive amount and a reason.
The closing difference is not zero. Not a block — information. Closing difference is the gap between the Declared closing amount (what you counted) and the Expected cash (what the counting memory calculated). Recount the drawer, review the session's supplies and withdrawals, and close with the real number; the difference stays registered.
Joint Receipt of Several Sales​
"Select at least two sales from the same client, organization and currency." The joint receipt needs two or more sales sharing client, organization, and currency — and at least one of them with an open amount.
The joint receipt is refused offline. Receiving several sales at once always requires a connection. Receive each sale individually or reconnect.
If you encounter any difficulties during this process, do not hesitate to contact our support.