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Troubleshooting

Common problems and how to fix them. If your issue isn't here, check the FAQ or contact support.

Signing in​

I can't sign in.

  • Check the email and password for typos and caps lock.
  • Make sure your email is verified — look for the verification email.
  • Forgotten your password? Use Reset your password.

I never got the verification (or reset) email.

  • Wait a minute and check your spam folder.
  • Request a new one (Resend verification). These are rate‑limited, so wait a little between tries.
  • Confirm you used the correct email address.

My invitation link doesn't work.

  • Invitation links are single‑use and expire. Ask the person who invited you to send a new one. See Accepting an invitation.

Products & inventory​

I can't add more products.

  • You may have hit your plan's product cap (25 on the free plan). Archive products you no longer sell, or upgrade.

A product isn't showing at the till or online.

  • Check its status — only Published products are sellable and visible. Drafts and archived items are hidden. See Product status.

My stock count looks wrong.

  • Open the movements history for the product to see every change and why. Make a manual adjustment to correct it, with a reason.

Sales & receipts​

I can't void a sale.

  • Voiding is limited to Manager, Admin, and Owner. Ask someone with the right role. See Voids & refunds.

The receipt won't email.

  • The sale needs a customer email. Attach a customer with an email or enter one when sending. On the entry plan, email receipts may be limited — see Receipts.

Staff & access​

A menu or button is missing.

  • What you can see depends on your role. If you need access you don't have, ask an Owner or Admin to adjust your role. See Roles explained.

I can't invite or remove staff.

  • Only Owners and Admins can. Managers can view the team and cancel pending invitations.

Storefront & domain​

My storefront isn't live.

  • Make sure you've switched it on in Settings → Storefront and that you have published products. See Online storefront.

My custom domain won't verify.

  • Confirm the DNS record matches exactly, and allow time for DNS to update (up to a day). See Custom domain.

Billing​

My payment failed.

  • No plan change is made on a failed payment — just try again. For mobile money, approve the prompt on your phone. See Payments.

My discount code didn't apply.

  • Discounts usually apply to your next charge, not retroactively. Check the code's validity and that it hasn't already been used. See Discount codes.

I can't downgrade.

  • You must be within the lower plan's limits first — reduce products or team members, then downgrade. See Manage your subscription.

Still stuck?​

Note what you were doing and any message you saw, then contact the Omni Store team. (Add your support contact here.)