Guide
/

Help

09 — Common problems

Find the message or what you see in the first column. The chapter number says where to read more.

Signing in

What you see Why What to do Ch.
Incorrect PIN. Please try again. Wrong PIN, or the wrong role picked Pick the right role and try again 01
ThrottlerException: Too Many Requests More than 8 PIN sign-ins from this device in one minute. Amber slows down guessing on purpose Wait one minute, then sign in once 01
No active staff have this role yet. Nobody with this role has been added, or they were deactivated The admin adds or reactivates them in Settings › Users 02
A role card says PIN not set · use email That role has no PIN Sign in with email, or the admin sets a PIN in Settings › Staff PINs 02
Your name is missing from Who's on shift? Your account is inactive or has another role The admin checks Settings › Users 02

Taking orders

What you see Why What to do Ch.
A dish shows Not available today Marked "86" on Availability, or an ingredient ran out Offer something else. The kitchen switches it back On; the store receives stock 07
A dish asks Choose size It has sizes; one must be picked Pick a size, then Add to order 06
Send to kitchen is greyed out Nothing new to send Add items first 06
Bill opens when food is ready The kitchen hasn't marked everything ready Ask the kitchen to tap Mark ready 06
Send new items before the bill Items added but not sent Send to kitchen, or remove them 06
The bill is out for this table. No more items can be added. The bill was requested Take payment first 06

Taking payment

What you see Why What to do Ch.
The table isn't in Payments The waiter hasn't requested the bill The waiter taps Request bill 06
Cash + M-Pesa must equal KES … The split doesn't add up to the total Correct the amounts 06
Cash tendered is less than the cash amount. Tendered amount too small Type what the guest actually gave 06
Record payment says Pick the cashier first The till is shared Tap the cashier who took the money 06

Stock and buying

What you see Why What to do Ch.
Waiting for a manager to approve. Storekeepers can't approve their own orders A manager or the admin approves 05
Payables shows No invoices after a delivery Deliveries don't create bills by themselves Record invoice and tick the delivery 05
Stock is lower than what is on the shelf A delivery was not received in Amber Receive it, or correct it in a stock take 05, 07
Stock is higher than what is on the shelf Waste wasn't recorded, or a recipe uses too little Record wastage; check the recipe 04, 07
N drinks are not linked to a menu item, so sales won't reduce stock Drinks in stock without a menu link Show them, then link each one 04
An import row says Needs fixing A unit, category, store or supplier name doesn't match Use the names under Allowed values 04

Reports

What you see Why What to do Ch.
Gross profit revenue is lower than Revenue Gross profit leaves out VAT Nothing: that is correct 08
Margins look too high Dishes without a recipe have zero cost Add recipes to every dish 04
Supplier payments show at 3:00 AM Only the date of the payment is kept Nothing: the date is right 08
Cash in Analytics is less than the notes the guest handed over Analytics counts what the bill was, not the change given back Nothing: count the drawer against Cash 08

Still stuck?

Write down what you were doing, the exact message, the time, and the table or document number (for example T01, PO-261023-001, GRN-261023-001). Send it to whoever looks after Amber at your outlet. Those numbers let them find the record straight away.