Common messages and what to do

Look up whatever appeared on screen. Most of these are fixed by correcting the input.

Message	Cause and fix
Account not found.	The email address or password is wrong. Check your input.
Incorrect password.	A typo in the password.
Your account was logged in on another device.	Another device of the same type signed in. Sign in again on this one.
Your session has expired. Please log in again. / Your login session is no longer valid.	Your session ended. Sign in again.
Password must be at least 6 characters long. / Password must not contain spaces.	Use 6 or more characters with no spaces.
The temporary password has expired.	The emailed temporary password is wrong or expired. Send a new one from “Forgot your password?”
Passcodes are being requested too frequently	You’re sending them back to back. Wait a moment.
Too many sign-in attempts	Locked after repeated failures. Wait and try again.
You cannot remove yourself.	To close your own account, use “Delete Account”.
Please update to the latest version.	The app is out of date. Update it in the store.
Please select your country or region.	No country/region is chosen on the sign-up or “Country & Currency” screen. Search by name and pick one. → Company information & settings

Items

Message	Cause and fix
Item not found.	It was deleted, or doesn’t match your search. Check the list.
Item name or SKU is required.	Enter an item name (or SKU).
An item with the same name already exists.	Use a different name, or add an SKU. → Registering and editing items
An item with the same SKU already exists.	Use a different SKU, or leave it blank.
An item with the same barcode already exists.	That barcode is on another item.
Multiple items share this name. Please specify the SKU to identify the item.	The item can’t be identified (usually during an import). Use the SKU.
Min Stock cannot exceed Max Stock.	Make Min Stock less than or equal to Max Stock. → Stock alerts
You can add up to 30 item fields.	The item field limit. Tidy up unused fields. → Item fields

Stock and transactions

Message	Cause and fix
Negative stock is not allowed. Please adjust the stock quantity to zero or more.	Stock is insufficient. Restock, revise the quantity, or run a Stock Count or Adjustment. To permit negative stock, an admin can switch negative stock to “allowed.”
Transaction date is required / Quantity is required	A required field is empty.
Invalid stock value. / Invalid date. / Invalid expiry date.	Use a valid format.
The same item is registered multiple times in this transaction	Combine identical item / location / lot / expiry rows. → Stock In, Stock Out, Transfer, Adjustment and Stock Count
Enter the quantity to transfer. / The transfer source and destination must be different.	Enter a Transfer Qty, and make at least one of location, lot and expiry differ from the source.
The transfer source and destination quantities must match.	The two sides do not balance. Open the lines and even up the quantities, or delete the ones you do not need.
Only scheduled transactions can be edited.	Revert it to scheduled first. → Scheduled, completed and history
Duplicate stock count rows found.	The file has two or more Stock Count rows for the same item, location, lot and expiry. Combine them into one row.
Transaction not found.	The source transaction was deleted. Reload the list.
Stock Count transactions cannot be copied	Copying isn’t supported for Stock Counts. Create a new one.
There are no items to include in the document	Add at least one item before creating a document. → Purchase orders, packing slips and picking lists
You can add up to 30 transaction fields.	The transaction field limit. → Transaction fields

Partners

Message	Cause and fix
A partner with the same name already exists.	That name is taken. Use another. → Managing partners
Partner not found.	It was deleted, or doesn’t exist. Check the list.

CSV, Excel and images

Message	Cause and fix
Invalid CSV format.	Check the delimiter, encoding (UTF-8 recommended) and header row. Starting from an exported file is the safest route.
CSV header is empty. / CSV file is empty.	Row 1 needs field names, row 2 onwards needs data.
Failed to read the Excel file.	Check that the file is `.xlsx` or `.xlsm`. Legacy `.xls` files and password-protected workbooks can’t be read — re-save as `.xlsx` from Excel.
The Excel file contains no data.	No sheet has data below its header row. Put field names on row 1 and data from row 2 down.
The selected file is invalid	The file (or sheet) you picked lacks either the field-name row or any data row.
Item is required in CSV. / Partner is required in CSV.	A required column isn’t mapped.
No valid transactions were found in the CSV	There’s no importable data. Check your column mapping.
Invalid image data. / Invalid file type.	Use a JPEG, PNG or GIF image.
The request body is too large	Shrink the image or reduce the number of CSV rows.
Too many rows to export	Narrow the period or conditions and export again.

Sites, members and plan

Message	Cause and fix
Insufficient permission.	Your role doesn’t cover that action. Company settings, sites, members and plans are admin-only; registering, editing, deleting and importing are for admins and members (a viewer can only look). → Members
You cannot change your own role.	Ask another admin.
The email address has already been registered.	That address is already in use.
Item limit exceeded. / User limit exceeded. / Site limit exceeded.	You’ve hit your plan’s limit. → Plan
At least one site is required.	The last site can’t be deleted. → Sites
The site name does not match.	Type the site name exactly as displayed.
No credit card is registered for this company	A paid plan needs a card on file.
A payment error occurred	The card may have expired or hit its limit. Check your card details.
To use this feature, you need to subscribe to a paid plan.	It’s a paid-plan feature, such as AI suggestions.
The usage limit for AI suggestions has been reached.	You’ve hit the daily generation limit. Try again later.

Other

Message	Cause and fix
The report period must start on the first day of a month and end within that month.	Reports are monthly. → Reading reports
A report cannot be created for a future month.	Choose the current month or earlier.
The system is under maintenance.	Please wait until maintenance finishes.
An unexpected error occurred.	Possibly temporary. Try again shortly — our support team is notified automatically.

General input messages

Message	Meaning
A required field is missing	A mandatory field is empty.
A disallowed value is included	The value isn’t permitted.
Related data was not found	A referenced record (item, partner…) is missing.
This value is already registered	A field that must be unique has a duplicate.
The number is out of range	The number is too large.
The value format is invalid	A number or date isn’t in the expected format.

Still stuck?

Get in touch through the in-app Contact Support screen. A screenshot and one line about what you were doing makes it much faster to pin down.