Manual/ Troubleshooting & FAQ

Troubleshooting & FAQ

Quick fixes for the issues we hear about most often. If your problem isn't listed, scroll to Contact support.

On this page

  1. Can't log in
  2. Forgot password
  3. "Access denied"
  4. Numbers look wrong
  5. A transaction is missing
  6. Payment failed but money taken
  7. Stock count doesn't match
  8. Receipt won't print
  9. Export takes forever
  10. App offline / can't connect
  11. Update the mobile app
  12. Contact support

Can't log in

Login screen showing an authentication error
The most common login error message — usually wrong email or password.

Run through these in order:

  1. Check the email address — make sure there are no typos and you're using the same email you registered with.
  2. Check Caps Lock — passwords are case-sensitive.
  3. Try a password reset if the password might be wrong (see below).
  4. Check your internet — open another website to confirm.
  5. If your account was disabled by your owner, ask them to re-enable it from User Management.

Forgot password

  1. On the login screen, click Forgot password?
  2. Enter your registered email and submit.
  3. Open the email we sent (check spam if you don't see it within a minute).
  4. Click the reset link, set a new password, and log in.

Reset links expire after 1 hour. If yours expired, just request another one.

"Access denied"

You're trying to open a page your role doesn't have permission to see. For example, Cashiers can't open Reports or Payroll. If you genuinely need access, ask the Owner to upgrade your role from User Management — see role permissions.

Numbers look wrong

Most "wrong total" issues come down to filters. Check, in this order:

  1. Date filter at the top — is it set to the right period?
  2. Branch selector in the top bar — are you looking at one branch or all branches?
  3. Refresh the page (pull down on mobile, F5 on web). Sometimes the screen shows a stale figure.
  4. Open the underlying list (e.g. Sales → History) and add up the rows by hand to spot which transaction is off.

Still not matching? Note the figure, the date range, the branch and the report, and contact support.

A transaction is missing

  • It might be on a different branch or under a different employee — clear all filters first.
  • It might have been entered for the wrong date — check ±1 day.
  • If it was on credit, look in Sales → History filtered by payment method = Credit.
  • If the employee thought they saved it but the app crashed, it may not have been saved at all. Check the Sales History; if it's not there, re-enter it.

Payment failed but money was taken

Two common scenarios:

  1. Mobile Money — the network sometimes confirms a payment a few minutes later. Wait 5 minutes and refresh Subscriptions → Billing History.
  2. If the money was debited but the subscription still shows unpaid after 30 minutes, send the transaction ID (from your phone's SMS) to support. We'll either credit the payment or reverse it within one business day.
Don't pay twice If a payment is uncertain, contact us before retrying. We can confirm if the first one went through and avoid double charges.

Stock count doesn't match what's on the shelf

Almost always one of these:

  • A sale was entered without recording it in the app.
  • A delivery arrived but no stock-in record was created.
  • Breakage, expiry or theft was not adjusted.

Use Stock → Adjust Stock to bring the system count in line with reality, and pick the reason that fits. See Stock adjustments & losses.

Receipt won't print

  1. Make sure the printer is on and connected (Bluetooth or USB).
  2. Print a test from your operating system to confirm it works in general.
  3. In the app, try Download PDF instead — if that works, the issue is with the printer driver, not the app.
  4. If nothing prints, open POS Settings and check the selected printer.

Export takes forever

Large date ranges can take a minute or two to generate. Things to check:

  • Narrow the date range and try again.
  • Switch from PDF to Excel — Excel exports are usually faster for big lists.
  • If the export is still pending after 5 minutes, it will be emailed to you when ready. You don't need to keep the page open.

App offline / can't connect

  1. Check your internet by opening another site.
  2. If you're on the mobile app, fully close it (swipe away) and reopen.
  3. If you see a maintenance screen, we're upgrading — try again in 5–10 minutes.
  4. For longer outages, check our status updates at our website or call support.

Update the mobile app

Outdated app versions can cause crashes or missing features. To update:

  • Android — open Google Play, search "MyBookKeepHub", tap Update if available.
  • iOS — open the App Store, tap your profile, scroll to find available updates.

Contact support

If none of the above solves your problem, reach us:

When you write to us, please include:

  • What you were trying to do.
  • What you saw instead.
  • The business name and (if relevant) the date / amount of the transaction.
  • A screenshot if the issue is on screen.
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