What You’ll Learn

Quick fixes for common Kelola issues:

• Login and authentication problems
• Sync and data issues
• App performance
• Error messages

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Login Issues

”Can’t Log In”

Check:

1. Internet connection
2. Correct email/phone
3. Correct password (case-sensitive)
4. Account not disabled

Try:

• Reset password
• Clear app cache
• Reinstall app

”Account Locked”

Cause: Too many failed attempts

Fix:

1. Wait 30 minutes
2. Try again
3. Or reset password

”Session Expired”

Fix:

1. Log in again
2. Check “Remember me”
3. Ensure stable internet

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Sync Issues

”Data Not Syncing”

Symptoms:

• Changes not appearing
• Old data showing
• “Pending sync” message

Solutions:

1. Pull down to refresh

   • On any list screen
   • Forces sync

2. Check internet

   • WiFi or mobile data on
   • Stable connection
   • Try different network

3. Force close and reopen

   • Close app completely
   • Reopen
   • Wait for sync

4. Clear cache

   • Account → Settings → Clear Cache
   • Restart app

”Transaction Not Saving”

Check:

• All required fields filled
• Internet connected
• Not in airplane mode
• Sufficient storage

Try:

• Save again
• Check for error messages
• Contact support if persistent

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App Performance

”App Running Slow”

Solutions:

1. Close other apps

   • Free up RAM
   • Reduce load

2. Clear cache

   • Account → Settings → Clear Cache

3. Update app

   • Get latest version
   • Bug fixes included

4. Restart device

   • Fresh start
   • Clears memory

”App Crashing”

Try:

1. Update to latest version
2. Restart device
3. Clear app data (re-login required)
4. Reinstall app

Report:

• Send crash report if prompted
• Note what you were doing
• Contact support

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Common Error Messages

”Network Error”

Causes:

• No internet
• Server maintenance
• Firewall blocking

Fix:

• Check connection
• Try again later
• Use different network

”Permission Denied”

Causes:

• Insufficient role
• Feature restricted
• Subscription limitation

Fix:

• Contact admin/owner
• Check subscription
• Request access

”Server Error (500)”

This is our problem, not yours!

Do:

• Try again in a few minutes
• Check status page
• Contact support

Don’t:

• Keep retrying rapidly
• Delete data
• Panic

”Product Not Found”

Check:

• Spelling correct
• Product not archived
• In correct business
• Search with barcode

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Specific Feature Issues

Printer Not Working

Check:

• Bluetooth on
• Printer paired
• Paper loaded
• Power on

Try:

• Re-pair printer
• Test print from settings
• Restart printer

Barcode Not Scanning

Check:

• Good lighting
• Clear barcode
• Camera permission granted
• Correct barcode type

Try:

• Manual entry
• Clean camera lens
• Different angle

Notifications Not Receiving

Check:

• Notifications enabled in app
• Phone notification settings
• Not in Do Not Disturb
• App updated

Try:

• Toggle notifications off/on
• Reinstall app
• Check phone settings

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Data Issues

”Wrong Stock Quantity”

Check:

• Pending transactions
• Recent edits
• Transfer status
• Audit records

Fix:

• Verify with physical count
• Stock audit if needed
• Check transaction history

”Missing Transactions”

Check:

• Correct date range
• Correct business selected
• Filters cleared
• Not deleted

Find:

• Use search
• Check all transaction types
• Export and check

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Still Need Help?

If issues persist:

📧 Email: [email protected] 💬 In-app: Account → Contact Us 🌐 Help Center: help.kelola.co

When contacting support, include:

• What you were doing
• Error message (screenshot)
• Device type
• App version

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Quick Fixes Checklist

Before contacting support, try:

• Restart app
• Check internet
• Update app
• Clear cache
• Restart device
• Check permissions
• Verify account status