Billing problems and how to fix them
👤 For: Cashiers and store managers
Seeing a message while billing? Find it below. Most can be fixed in a few seconds.
While adding items
| What you see | Why it happens | What to do |
|---|---|---|
| Item Not Found | The barcode or name doesn't match any item. | Try searching by name instead. If the item is new, ask your manager to add it in the back office, then tap 🔄 Sync. |
| Negative quantity not allowed in Cart | The item is out of stock. | Check the shelf. If stock has arrived but hasn't been entered, ask your manager to update it. |
| insufficient quantity: "…exceeds the available inventory" | You're selling more than is in stock. | Lower the quantity to what's available. |
| Cannot Add Item.: "Membership … is already present in the cart" | A membership must be billed on its own. | Finish (or Hold) the membership bill first, then start a new one. |
| Cannot Add Membership. | There are already other items in the bill. | Finish or hold the current bill, then sell the membership on a new one. |
| Already Present In Cart. / Already Present. | This membership or loyalty plan is already in the bill. | No need to add it twice. |
| Already in use.: "Customer already has an active membership…" | The customer already has this membership. | They can buy it again once the current one ends. |
| Membership Validation Requires Internet Connection | Memberships are checked online. | Connect to the internet and try again. |
| Limit Reached: "Package … allows only … services" | The customer's package has run out, or nearly out. | Charge the service normally, or sell them a new package. |
| Warning: "Work Percent Total for Group 1 Must be 100%" | The staff shares in that group don't add up to 100%. | Adjust the Work Percent of the staff in that group so they total exactly 100. See When two or more people worked on one service. |
| Enter Valid IMEI Number | IMEI numbers must be 15 or 17 digits. | Check the number on the box or phone and re-enter it. |
| "Customer cannot be changed when a package or membership wallet is in the cart." | These items belong to the chosen customer. | Remove them first, change the customer, then add them again. |
While changing items
| What you see | Why it happens | What to do |
|---|---|---|
| Price Decrement Not Allowed | Your store allows prices to go up, not down. | Use a discount instead, within your limit. |
| "Percent Discount must be less than …" / "Cash Discount must be less than …" | You've gone over your store's discount limit. | Enter a smaller discount, or ask your manager. |
| Not Allow Decrease Bulk … Discount Offer | A bulk quantity offer is applied, and it can't be reduced. | Leave the discount as it is. |
| Not Allowed: "This item was issued on a Job Card…" | The item is on a printed job card. | Speak to your manager. |
| Not Allowed: "Appointment services cant be remove." | The service is linked to an appointment. | Confirm with Yes if you really want to remove it and unlink the appointment. |
At checkout
| What you see | Why it happens | What to do |
|---|---|---|
| Cart Is Empty | There's nothing in the bill yet. | Add items first. |
| Future billing is disabled. | This device's clock is ahead of the real time. | Correct the device's date and time, then try again. |
| Job Card Required | Your store needs a job card before billing. | Tap Issue Job Card. See Hold a bill and load it later. |
| Customer Mandatory for Billing | Your store needs a customer on every bill. | Choose or add the customer. |
| Invalid Amount: "Balance cannot be greater than zero for non register customers." | Walk-in bills must be paid in full. | Take the full payment, or choose a registered customer to leave a pending amount. |
| Not Allowed: "Pending Amount Not Allowed" | Your store doesn't allow part-payments. | Collect the full amount. |
| Pending Amount Not Allowed. (membership wallet) | The membership wallet doesn't cover the whole bill. | Add another payment method for the difference. |
| Invalid Balance | More has been entered than the bill amount, using a non-cash method (or your store doesn't allow extra cash). | Enter the exact amount. Only cash payments can give change. |
| Loyalty Discount: "Loyalty Point payment is not allow when Coupon is used." | This coupon can't be combined with points. | Remove the coupon, or use another payment method. |
| "Bill Amount must be Greater Than …" (coupon) | The bill is too small for this coupon. | Add more to the bill, or remove the coupon. |
| Customer required For … Method | Wallets and loyalty points need a customer. | Choose the customer first. |
| Insufficient Balance | The wallet doesn't have enough money. | Use a smaller amount and pay the rest another way. |
| Warning: "Internet Not Available" | The bill couldn't be saved because the connection dropped. | Check the internet (or the main counter, if this is an extra counter) and tap PRINT RECEIPT again. |
| Warning: "Bill Already Exists" | This bill was already saved. | Don't bill again. Check Print Last Bill to reprint it. |
| "The main terminal server is currently using… please update the app" | This counter and the main counter are on different app versions. | Tap Update App. |
Card machine payments
| What you see | What to do |
|---|---|
| Failed to Initialize … Payment | Check that the card machine is on and connected, then tap Retry. |
| Payment stuck on "Processing…" / "Waiting for terminal…" | Tap Check Status. If the customer's payment didn't go through, tap Cancel Transaction and try again, or Change Payment Type. |
| Payment declined or failed on terminal | Ask the customer to try again or use another card or payment method. |
Still stuck?
Contact Invoay Support. We're happy to help!
- 📞 +91 82877 61922
- 💬 WhatsApp +91 82877 61922
- 🌐 helpdesk.invoay.com