🩹 Troubleshooting

Can't sign in

"Invalid username or password"

• Username is your login name, not email. Check your signup email.
• Password is case-sensitive.
• Click Forgot Password → enter your email → check inbox (also spam) for reset link.
• If your email isn't verified: check inbox for the verification email from contactus@solvexaretail.com. Click the link.

Account locked

After 5 failed login attempts, account is locked for 15 minutes. Wait or click Forgot Password.

Not receiving emails (signup, reset, bill share)

1. Check spam / junk folder — new senders often land there
2. Add contactus@solvexaretail.com to your address book / whitelist
3. If using Google Workspace: check All Mail label (Gmail sometimes routes to Promotions)
4. Wait 5 minutes — SMTP delivery can be slow across networks
5. Still nothing? Email contactus@solvexaretail.com from a different address with your account details

App is slow or unresponsive

• Refresh (Ctrl+F5) — clears cached data
• Try a different browser — Chrome/Edge/Firefox all supported; Safari mostly
• Clear browser cache — Settings → Privacy → Clear browsing data → Cached images
• Check internet — visit https://solvexaretail.com/health. Should return "Healthy". If not, our end has a problem — check status.uptimerobot.com or our support email
• Tab crashes — open Task Manager, kill browser tab, reopen

Print not working

Cloud demo

Cloud SolvexaRetail can't drive your USB printer directly. Print opens a PDF you can hand-print OR share via email/WhatsApp.

On-prem Store install

• Check printer is powered on + connected via USB
• Go to Admin → Hardware Profile → verify printer driver is set (RawWindows for USB thermal, Network for TCP-IP printers)
• Click Test Print. If it fails, printer name mismatch — copy exact name from Windows "Printers & Scanners"
• USB thermal not printing? Restart Windows Print Spooler service

POS won't tender / bill won't post

• "No shift open" — go to POS → Shift Ops → Open Shift first (only for on-prem, cloud demo skips this)
• "Item price is 0" — that item's SalesPrice is missing. Go to Items → edit item → Prices tab → set MRP
• "Tax rate not set" — item has no TaxGroupID. Set it to GST18 default.
• "Insufficient stock" — negative stock allowed only if item flag set. Otherwise receive stock via Purchase → GRN.
• Payment tender not applied — check tender's GLAccountNo mapping at Finance → POS Tender Setup

Stock quantity looks wrong

SolvexaRetail keeps ItemLedgerEntry (ILE) as source-of-truth. The Inventory table is auto-calculated from ILE via trigger.

1. Go to Stocks → Item Ledger List → filter by item → verify every ILE entry looks right
2. If ILE looks right but Inventory shows different qty → run sp_ILE_RefreshInventory @ItemID=X (or ask Saathi: "refresh inventory for PARA-500B")
3. Cycle count / physical count adjusts variance: Stocks → Item Journal → Physical. Enter counted qty; system posts adjustment.

GST amounts look off

• Check Company GSTIN + State at Admin → Company Setup. State determines CGST/SGST vs IGST split.
• Customer GSTIN state determines the same for B2B invoices.
• Item's Tax Group (0/5/12/18/28) must be set. Not set = 18% default.
• HSN code on item → shown on invoice; matters for GSTR-1 filing.
• See GST Setup guide for full walkthrough.

Saathi gave a wrong answer

1. Click 👎 Thumbs Down on the answer — helps us improve
2. Rephrase the question more specifically
3. Try in Hindi if you were in English (or vice versa)
4. Ask "show me the SQL" — power users can copy the query + edit it themselves
5. If Saathi seems totally broken, our Ollama sidecar may be down. Try /Insights/MorningBriefing — if that also has no AI text, contact support.

Restore lost data

SolvexaRetail runs daily backups (retained 30 days). To restore:

1. Email contactus@solvexaretail.com with subject RESTORE REQUEST
2. Include: your business name + login email + which day/time to restore to + what was lost
3. Response within 4 business hours (Growth+) or 24 hours (Trial/Starter)

How to escalate

Escalation ladder (fastest → slowest):

1. Ask Saathi — instant, 24×7 (click here)
2. Open support ticket — Support → New Ticket. Track status in same page.
3. Email — contactus@solvexaretail.com. Response within 2 business days (all plans).
4. Emergency — subject line SECURITY or DATA LOSS → acknowledged within 24 hours regardless of plan
5. Grievance Officer — for unresolved DPDPA issues, see Privacy Policy