FAQ and troubleshooting

Logging in

"Incorrect username or password."

• Check you are typing your username, not your email or your name.
• Passwords are case-sensitive. Check Caps Lock.
• Forgotten it? Click Forgot password? on the login page. See Your profile and password.
• No email on your login? Ask your Owner. They can remove your login and add you again with a new username and password, or contact us.

I log in and see a page saying the business isn't active, has expired or is suspended

• "isn't active yet": the business is newly registered and hasn't been paid for or approved. The Owner needs to pay from the Billing page.
• "The subscription has expired": the subscription and its 5-day grace period have ended. The Owner logs in, pays from Billing, and everything opens again at once. Nothing has been lost.
• "Access suspended": iTrade has paused the account. Contact us.

See Billing and paying with EcoCash.

Menus and access

I don't see a menu or tile that someone else has

What you see depends on your role. Sales People don't see stock, expenses, the Dashboard or most reports. Only Owners see Team Members, Company Settings and Billing. If you need more access, ask your Owner to change your role. See Adding your team and choosing roles.

"You don't have access to this page."

Same reason: that page isn't open to your role, or to your role in the company currently selected. Check the switcher and your role, which shows next to it.

My products, sales or customers have disappeared

You almost certainly have the wrong company or branch selected. Look at the company switcher at the top of the page and pick the right one. Each branch has its own products, customers and sales. The head office ("Name (+branches)") shows all branches added together.

I can't find a product when making a sale

• Check the switcher: you can only sell products from the branch you have selected.
• Search by part of the name or the product code.
• If it really isn't there, an Owner or Manager needs to add it (Stock → Products).

Printing

The receipt printer doesn't show up

• iTrade prints through your computer's normal print window. Install the receipt printer's driver on the computer first, so it appears as an ordinary printer.
• Make it the default printer, and set the paper size to your roll width (usually 80mm) in the printer settings.
• In the browser's print window, turn off headers and footers and set margins to none or minimum.
• On an Android phone, a Bluetooth receipt printer needs its print service app installed. You can also share the receipt as a PDF instead.

The logo doesn't print

Add it under Company Settings (Owner). Each branch has its own logo. See Setting up your company.

The apps

Android says "App not compatible" or "App not installed"

1. Download the app again from the Download page. Versions before 1.1.3 only ran on 64-bit phones, and some tablets - including newer ones - still run a 32-bit system. From 1.1.3 the same file installs on both.
2. Check the device runs Android 7 or newer. iTrade cannot install on anything older.
3. If iTrade is already on the device and came from somewhere else (a file someone shared a long time ago), uninstall it first, then install the new download.
4. Make sure the download finished. A file that stopped halfway fails with "App not installed".

A tablet with no camera still installs and works - you just type barcodes in instead of scanning them.

The app isn't syncing

1. Check the device has internet. Try opening a website.
2. Open the Sync screen and tap Sync now.
3. If an item shows an error, read the reason. Fix it and tap Retry, or Discard it and record it again.
4. If nothing syncs at all, check the business isn't paused (log in on the website to see), then log out and back in.

See Selling offline with the app.

A price I changed isn't showing in the app

The app picks up changes when it syncs. Tap Sync now while connected.

Windows says the app might be unsafe

Click More info, then Run anyway. That warning only appears the first time. See Installing the apps.

Stock and money

Stock shows a minus number

More has been sold than iTrade knew you had, usually because a delivery wasn't entered. Record the delivery, or do a stock take.

My profit looks too high

Check that every product has the right Unit cost. A cost of 0 makes sales look like pure profit. Also check all expenses are recorded. See Profit & Loss explained.

The cash in the drawer doesn't match the report

Use the Cash Flow Statement's Cash in by payment method for the day, and check for sales recorded with the wrong payment method, till expenses not recorded, and edited or deleted sales in the Audit Trail. See Cash Flow explained.

I can't edit a stock take, purchase order or count

Reconciled stock takes and received or cancelled purchase orders are locked on purpose. A reconciled stock take or a received order has already changed your stock, and editing it would quietly undo that. Start a new stock take, or record a new purchase or write-off instead.

Getting help

We offer training for new businesses and new staff. Call or WhatsApp us on +263 78 957 3068. Tell us your business name and what you were trying to do, and send a screenshot if you can.