# Help and troubleshooting

> Fix the most common problems, send a support ticket or chat with the Bakasir team.

Source: https://docs.bakasir.com/en/docs/getting-started/support

Video tutorial (1:06): [Get help with a support ticket](https://media.bakasir.com/bakasir-media/docs-video/getting-started-support/getting-started-support.mp4), subtitles: https://media.bakasir.com/bakasir-media/docs-video/getting-started-support/getting-started-support.en.vtt



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](/en) 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

<Accordions type="single">
<Accordion title="I cannot sign in">
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.
</Accordion>
<Accordion title="I can open pages but cannot save or sell">
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](https://docs.bakasir.com/en/docs/getting-started/sign-up.md).
</Accordion>
<Accordion title="The register will not open, or selling is blocked after closing time">
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](https://docs.bakasir.com/en/docs/web-pos/register.md).
</Accordion>
<Accordion title="A sale is refused because of stock">
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**.
</Accordion>
<Accordion title="The Dashboard total is different from Transactions">
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.
</Accordion>
<Accordion title="Open POS shows the Desktop and Android apps, not the cashier">
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.
</Accordion>
<Accordion title="A menu I expect is missing">
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](https://docs.bakasir.com/en/docs/portal/team.md).
</Accordion>
<Accordion title="Sales made offline have not appeared yet">
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**.
</Accordion>
</Accordions>

<Callout type="warn" title="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.
</Callout>

## 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

- [Create your account](https://docs.bakasir.com/en/docs/getting-started/sign-up.md)
- [Set up your business](https://docs.bakasir.com/en/docs/getting-started/first-setup.md)
- [Settings overview](https://docs.bakasir.com/en/docs/portal/settings.md)