Troubleshooting sign-in and access
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Most access problems come down to one of four things: the credential, a lockout, a permission, or a stale session. Work through them in that order.
Password or PIN not accepted
Passwords and PINs are separate credentials — the PIN only signs you in at the register. Check you are on the right screen, then use Forgot password to reset by email. A PIN is reset by an administrator under Team → Users.
Locked out after failed attempts
Repeated failures lock the account for a period, deliberately. Wait it out or ask an administrator to clear it. Repeated sign-in failures are logged, so if you did not cause them, mention it — someone may be guessing.
Two-factor code rejected
Almost always clock drift: the authenticator device's time must be accurate, so enable automatic time on the phone. A code can only be used once — if you have just used one, wait for the next. Without the authenticator, an administrator (or support, for the account owner) resets 2FA.
Signed out unexpectedly
Sessions expire after a period of inactivity, and changing your password ends other sessions on purpose. If a shared register keeps dropping out, check that staff are not signing in to the same account from several devices — give each person their own login and use PIN switching.
A page says Access Denied
That is a role permission. Ask an administrator to grant the module and action you need under Team → Roles & Permissions.
A page says Feature Not Available
That is plan gating rather than permissions. The notice links to the upgrade page.
The app or portal looks stale after an update
Force a refresh (Ctrl+Shift+R, or Cmd+Shift+R on a Mac). On mobile, close and reopen the app so it picks up the newest version.
Still stuck?
Tell support the email you are signing in with, the exact wording on screen, and roughly when it started. The activity log usually finds the rest.
Note: your business can rename menu items (Settings → POS Configuration → Menu Labels), so the names in your menu may differ from those shown here.