Help and troubleshooting
Fix the most common problems, send a support ticket or chat with the Bakasir team.
Most problems have a quick fix, and when they do not, the Bakasir team is one ticket or one chat away. This page shows you how to send a ticket, and what to check first for the problems people meet most often.
Before you start
- You are signed in to the Business Portal. Any role can open Support.
- Note what you were doing, which screen you were on, and any message you saw. A good description gets you a faster answer.
Steps
Open Support
Open your user menu and choose Support. The page has two tabs: My Tickets and Live Chat.
Start a new ticket
On My Tickets, click New Ticket.
Describe the issue
In Issue, write a short title. In Details, write what you did, what you expected and what happened instead. Never include passwords or PINs.
Submit the ticket
Click Submit Ticket. It appears in your list as Waiting for reply.
Follow the reply
Click the ticket to read the conversation. Write back in Reply and click Send Reply. Replies also reach you by email. The status changes to Ongoing and then Resolved.
Talk to the team
- Live Chat. Open the Live Chat tab and click Start Live Chat. The team is notified as soon as you write, and you see when they are typing. When a session ends, click Start a new session.
- WhatsApp. The Help Center home page has a Chat on WhatsApp button for quick questions.
- Contact page. The Bakasir website has a contact form and a public status page that shows if the service has a known incident.
- Tutorials. Your user menu has a Tutorials entry that opens this Help Center, and Quick guide replays the tour of the main menus.
Common problems
Make sure you use the Business Portal, with the email or username of your own account. Use Forgot password to get a reset link by email. Never share your password with anyone, including Support.
Your email may not be verified, and the trial has ended. The account is then read-only until the Owner verifies the email. Click Resend verification email in the banner, open the email, then click Check again. Staff cannot do this: ask the Owner. See Create your account.
If you set Opening & Closing Hours, sales stop after the closing time and its grace period. An Owner or Manager can approve a separate overtime session with their PIN, after the cash is counted. Also check that another cashier does not still have the register open on the same terminal. See Register.
The product has less stock than the quantity in the cart. Check the quantity in Inventory → Stock Monitor. For products with batches and expiry dates, expired batches cannot be sold. Receive stock with a purchase, or correct it with a stock adjustment. If you want cashiers to sell below the available stock, turn on Allow overselling in Settings → POS.
Compare the same date range and the same store. Dates follow the Timezone in Settings → System. A new online order counts as a transaction but only becomes sales revenue once it is completed. Refunds and voids are shown separately.
Web POS is turned off for your business. Open Settings → POS and tick Web POS under Where will you run the cashier? to use the cashier in the browser.
Some menus belong to extensions, such as Promotions, Terminals, Accounting or HRM. The Owner turns them on in Plugins. Menus also depend on the role: for example Staff cannot see Reports or Settings. See Manage your team.
Sales made while the connection was down are kept on the device and sent when it is back online. Open the cashier once the internet works and wait for the sync. If a sale cannot be applied to the current stock, it appears in Inventory → Stock Monitor, tab Sync Conflicts, where you can choose Keep Server Stock or Accept Sale.
Do not try risky actions to test a problem
Do not use Factory reset, Reset all sales, restore a backup, close a register or void a sale just to see if an error goes away. These actions change your business records.
What to include in a ticket
- The screen and the steps you took.
- The date and time, in your business time zone.
- The receipt number, product or customer involved.
- The exact message you saw, and a screenshot with private data hidden.
Next steps
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