> ## Documentation Index > Fetch the complete documentation index at: https://docs.snishop.com/llms.txt > Use this file to discover all available pages before exploring further. # Snishop ERP: Troubleshooting Guide for Common Issues > Diagnose and fix the most common problems in Snishop ERP — login errors, sync issues, POS offline mode, and payment gateway failures. Running into an unexpected issue? This guide walks you through the most common problems users encounter in Snishop ERP and gives you clear, step-by-step instructions to resolve them quickly. Work through the relevant section below and you'll be back on track in minutes. *** ## Login & Access Issues ### Can't Log In If your email and password aren't being accepted, try the following steps in order: 1. Double-check that you're entering the correct email address associated with your Snishop ERP account. 2. Use the **Forgot Password** link on the login screen to reset your password via email. 3. Clear your browser cache and cookies, then try again in a private/incognito window. 4. If you use a company email (e.g., Google Workspace or Microsoft 365), make sure your SSO configuration is still active. > [!TIP] > > If you've recently changed your email or password in a connected identity provider, it may take a few minutes to propagate. Wait briefly and try again. *** ### Stuck on Loading Screen A persistent loading screen is almost always caused by a network connectivity problem. 1. Refresh the page with **Ctrl+R** (Windows/Linux) or **Cmd+R** (Mac). 2. Check that your internet connection is active by loading another website. 3. If you're in the middle of a POS session and the network is down, switch to **Offline POS mode** — your transactions will be queued and synced once connectivity returns. > [!NOTE] > > Snishop ERP's POS module continues to function without internet. Other modules such as AI features, real-time notifications, and payment gateway integrations require an active connection. *** ### Invited User Can't Join If a team member says they never received their invitation: 1. Ask them to check their **spam or junk mail** folder — automated invitation emails are occasionally filtered. 2. Go to **Company Settings > Team Members**, find the pending invitation, and click **Resend Invitation**. 3. Confirm that the email address you used for the invitation is the one they actively use. > [!WARNING] > > Invitation links expire after **72 hours**. If the link has expired, resend a fresh invitation from Team Members. *** ## Sync & Data Issues ### Dashboard Shows Outdated Data The Snishop ERP dashboard refreshes automatically every **5 minutes**. If you need the latest figures right away: * Click the **refresh icon** (↻) in the top-right corner of the dashboard to trigger an immediate data reload. * If figures still appear stale after a manual refresh, log out and back in to reset your session cache. *** ### Transaction I Added Doesn't Appear Before assuming a data issue, verify the following: 1. Open the **Company Switcher** in the top navigation bar and confirm you are viewing the correct workspace. Transactions are workspace-specific and won't appear across different company accounts. 2. Check the date filters on the transaction list — your entry may be outside the currently selected date range. 3. If you added the transaction while offline (POS), confirm that the sync completed successfully by checking the sync status indicator. *** ### Real-Time Notifications Not Working Snishop ERP delivers real-time notifications that require a stable internet connection. > [!WARNING] > > If you are on a **corporate or enterprise network**, your firewall or proxy may be blocking the persistent connections required for live updates. Ask your IT administrator to ensure that outbound HTTPS (port 443) connections to Snishop ERP are not restricted. On a home or mobile network, simply refreshing the page usually restores real-time updates. *** ## POS Issues ### POS Not Showing Products If your product list is empty in the POS screen: 1. Go to **Company Products** and verify that the products you expect to see have been added. 2. Ensure each product's status is set to **Active** — inactive products are hidden from the POS. 3. If you recently added products, wait a moment and refresh the POS screen. > [!TIP] > > You can bulk-activate products from the Company Products list by selecting them and choosing **Set Active** from the actions menu. *** ### Barcode Scanner Not Recognized Snishop ERP reads barcode input as keyboard wedge data (standard HID mode). If your scanner isn't working: 1. Verify that your scanner is set to **USB HID mode** (not serial/COM port mode — check your scanner's manual). 2. Ensure the scanner is configured to send an **Enter** or **Tab** keystroke after transmitting the barcode value. Without this termination character, the POS won't know the scan is complete. 3. Test the scanner in a plain text editor — if the barcode appears there, the hardware is fine and the issue is likely the termination character setting. *** ### Receipts Not Printing 1. Open **Company Settings > Receipt Settings** and verify the correct printer is selected and configured. 2. Confirm that the printer driver is installed on the device running the POS. 3. Print a test page from your operating system's printer settings to rule out a hardware or driver problem. 4. If you're using a network/IP receipt printer, ensure it's on the same local network as the POS device. > [!NOTE] > > Snishop ERP supports **ESC/POS** compatible thermal receipt printers. Standard inkjet or laser printers may not render receipt layouts as expected. *** ## Payroll Issues ### Payroll Calculation Seems Wrong If a payroll run produces unexpected totals: 1. Open the employee's profile and review all **salary components** — base salary, fixed allowances, variable allowances, and any deductions. 2. Confirm whether the employee is enrolled in **BPJS Ketenagakerjaan** and **BPJS Kesehatan**, as these affect both employer and employee contribution calculations. 3. Check whether any one-time adjustments (bonuses or deductions) were added to this pay period. > [!WARNING] > > Tax (PPh 21) calculations depend on the employee's NPWP status and tax method (gross, gross-up, or nett). Verify these settings in the employee profile if the tax deduction looks incorrect. *** ### BPJS Deductions Not Calculating If BPJS contributions are showing as zero or are missing: 1. Open the employee's profile and scroll to the **BPJS Enrollment** section. 2. Toggle **BPJS Ketenagakerjaan** and/or **BPJS Kesehatan** to **Enabled**. 3. Enter the employee's BPJS membership numbers if required. 4. Re-run the payroll calculation — the deductions should now appear. > [!TIP] > > BPJS enrollment changes only take effect from the next payroll run. They do not retroactively adjust previously processed payroll periods. *** ## Payment Gateway Issues ### Xendit Payment Link Not Generating If the system fails to produce a Xendit payment link when creating an invoice: 1. Go to **Company Settings > Payment Gateway** and verify that your **Xendit API key** (Secret Key) is entered correctly with no extra spaces or characters. 2. Confirm that your Xendit account is in **Production mode** if you are serving real customers (not Test mode). 3. Save the settings and retry generating the payment link. > [!WARNING] > > Never share your Xendit Secret Key publicly or commit it to version control. If you suspect your key has been compromised, regenerate it immediately from the Xendit dashboard and update it in Snishop ERP. *** ### Payment Status Not Updating After Customer Pays If a customer completes payment but the invoice status in Snishop ERP remains unpaid: 1. Log in to your **Xendit dashboard** and navigate to **Settings > Webhooks**. 2. Verify that the webhook URL points to your Snishop ERP webhook endpoint. If the URL is missing or incorrect, add or update it. 3. Ensure the webhook is enabled for the **invoice.paid** event (and optionally `payment.succeeded`). 4. Once the webhook is correctly configured, Snishop ERP will automatically update payment status in real time. > [!NOTE] > > Xendit webhook deliveries can be tested from the Xendit dashboard using the **Send Test** feature, which sends a simulated payment event to your endpoint so you can confirm it's working. *** ## AI Issues ### AI Assistant Not Responding The AI assistant requires an active internet connection to function. If it's unresponsive: 1. Check that your device has internet access. 2. Refresh the page and try sending your message again. 3. If the issue persists, check the [Snishop ERP status page](https://status.snishop.id) for any active service incidents. > [!NOTE] > > AI features — including the assistant chat, receipt OCR, and document analysis — are not available in offline mode. *** ### OCR Extraction Gave Wrong Amounts Receipt OCR accuracy depends heavily on image quality. If the extracted data contains errors: 1. Retake the photo in **good lighting** with the receipt lying flat, avoiding shadows and glare. 2. Make sure the entire receipt is within the frame and the text is in focus. 3. After the OCR completes, **always review the extracted fields** before confirming — treat it as a first draft, not a final entry. > [!TIP] > > For best OCR results, use the rear camera on your phone rather than a front-facing camera, and hold the device steady about 20–30 cm above the receipt. *** ## Still Need Help? If none of the steps above resolve your issue, our support team is here to help. Reach out and include a description of the problem, the steps you've already tried, and any relevant screenshots. > [card] [Contact Snishop ERP Support](mailto:support@snishop.id) > > Email us at **[support@snishop.id](mailto:support@snishop.id)** and we'll get back to you as quickly as possible. For urgent issues, mention **"URGENT"** in your subject line. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.