Help Center / Team and security · Concept
Troubleshooting team and shop screens
The messages the team, sign-in and shop profile screens show, and what to do about each.
Where to find itShopManagers
- Who can use this
- Shop owner
Help CenterHelp CenterHelp Center / Team and security · Concept
The messages the team, sign-in and shop profile screens show, and what to do about each.
The form returns with "Something went wrong. Please try again." and the reason.
| Message | Cause | What to do |
|---|---|---|
| "The email has already been taken." | Another account on the platform uses this e-mail. It may be a customer account | Use a different e-mail address |
| "The phone has already been taken." | Another account uses this phone number | Use a different number |
| "The roles field is required." | No role is chosen | Pick at least one role |
| "Staff limit reached: your plan allows … staff accounts. Upgrade your plan (Plan & billing) to add more." | Your plan's staff accounts are all in use, where the platform enforces plan limits | Upgrade under Plan & billing. See Add a team member |
I cannot find a button to remove a team member. There is none. Set a new password the person does not know. See Passwords, sign-in and language.
| What happens | Cause | What to do |
|---|---|---|
| "These credentials do not match our records." | Wrong e-mail or password | The owner sets a new password on the member's Edit page. The sign-in page has no forgot-password link |
| A team member is signed out without warning, on the panel and in the apps | Someone saved a new password for their account | They sign in again with the new password |
| A Picker is sent straight back to the sign-in page | The picker feature is off for the shop | Ask support to enable it, or give the person another role |
| A team member keeps landing on the same page | Their role is limited to its own pages | See Roles limited to their own pages |
| A Delivery Guy Manager or Cashier sees an empty menu | Their only menu item depends on a feature: own drivers, or the POS add-on | Turn the feature on, or change the role |
A menu entry is missing. Entries appear only once their feature is on or in your plan. See The Shop menu.
Staff cannot add products while modifying an order. Check Can add products on order modification only by shop admin. It works differently from its label. See Permissions settings.
The activity log says "Nothing matches these filters in this period." Widen the period or select Clear filters. Records older than the number of days shown under the title are removed.
The shop name, description or city does not change after UPDATE. The page does not save those fields for an approved shop. See Shop profile.
"No picker reasons yet, so pickers can't cancel orders from the app." Add at least one reason with Picker selected. See Cancel reasons.