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Troubleshooting

Start with the symptom below. Keep the selected organization and store visible while you check the portal, and do not share passwords, one-time codes, API keys, tokens, or certificates.

If the safe checks do not recover the issue, email [email protected] with the information listed for that symptom.

A navigation item is missing​

Portal navigation is permission-aware and feature-aware. A page is hidden when your organization does not have its feature enabled or when your user does not meet the page's permission rule.

Check​

  1. Confirm you selected the intended organization.
  2. If the page is store-scoped, confirm the intended store is selected.
  3. Confirm the exact navigation label with an organization administrator.
  4. Ask the administrator to check both your permission and the organization's enabled PeakPOS feature.
  5. Reload the portal after an access change.

For pages that require multiple permissions, having only one is not enough. For example, Integrations > General requires both org.read and org.integrations.read.

Expected recovery​

The item appears after the correct organization, feature, and permission resolution are active. If other users with the same role can see it but you cannot, sign out and sign back in once after the administrator confirms the change.

Collect for Support​

  • Organization and store
  • Missing navigation label
  • Your sign-in email
  • The role or permission an administrator expected you to have
  • Whether another user can see the same item
  • Approximate time you last checked

The wrong store or location is selected​

Store-scoped pages read and change the store selected in the sidebar. This includes Sales & Payments, Reports, Scheduled Exports, Settings, Compliance, Restricted Sales Review, SMS Consent, Terminals, Inventory, and Store Tax Policy.

Check​

  1. Stop before saving or exporting anything.
  2. Read the organization and store names in the sidebar.
  3. Select the intended store.
  4. Reopen the page and confirm its empty state, counts, or heading now match that store.
  5. For organization-wide pages, confirm the organization instead. Overview, Organization, PeakPOS Pricing, Locations, organization Staff, Categories, Suppliers, Tax, Jurisdictions, Exemptions, Audit Log, Loyalty Program, Loyalty Analytics, Gift Cards, Marketing, Customer Display Ads, Wallet Pass Branding, and Integrations use organization scope. PeakPOS Pricing is informational only; PeakPOS does not invoice you from that page. Store Tax Policy is the store-scoped exception inside Organization.

Expected recovery​

The page reloads for the new scope. Data from the previous store should not be treated as current after the selector changes.

Collect for Support​

  • Organization
  • Expected store and store currently shown
  • Page label
  • Whether the selector changes but the data does not
  • Approximate time and timezone

A payment or transaction is not visible​

Store Operations > Sales & Payments is selected-store data. A delayed or filtered row is not proof that a payment failed.

Check​

  1. Confirm the store.
  2. Go to Store Operations > Sales & Payments.
  3. Set From and To to dates that include the transaction.
  4. Under Transaction or payment reference, search by the exact transaction number, processor reference, POS ID, or Gateway ID when available.
  5. If relevant, narrow the list with the Channels controls.
  6. Review the row's Lifecycle, Payment, and Sync badges and its Identifiers. Open the row to review recorded payment and settlement details.
  7. If the terminal showed an approval but the portal has not caught up, wait briefly and reload once.

Do not repeat a card charge merely because the row is delayed. Do not void, refund, or recreate a transaction until you have confirmed its recorded status.

Expected recovery​

The transaction appears after correcting store or filters, or after normal processing completes. If it remains missing, Support can trace it using the identifiers below.

Collect for Support​

  • Store and terminal name
  • Receipt or transaction ID; payment ID if shown
  • Amount and tender type
  • Exact local date, time, and timezone
  • Current on-screen status and message
  • Whether the customer or terminal showed an approval

Never send a full card number, security code, PIN, track data, or payment credential.

A terminal is unavailable​

Use Store Operations > Terminals for the selected store. The page requires store.terminals.read; Gateway status also requires Sales & Payments access (store.transactions.read).

Check​

  1. Confirm the selected store.
  2. Go to Store Operations > Terminals and select Refresh.
  3. Review the fleet summary and the terminal's Online, Offline, or Unknown status plus Last seen.
  4. Select the terminal and note Terminal ID, Device Serial Number, Model, App Version, certificate expiry, available diagnostics, and the Payment Configuration details or error.
  5. At the device, check power and the normal store network connection. Reopen the PeakPOS app if it is not running.
  6. If one terminal is affected, compare it with an online terminal at the same store. If every terminal is affected, check whether other store devices can reach the internet.

Do not factory-reset, re-enroll, replace certificates, change Gateway identifiers, or clear application data unless Peak Support gives a store-specific procedure.

Expected recovery​

An online device reports a current heartbeat and the portal updates Last seen. If power and network recover but status remains offline or unknown, escalate.

Collect for Support​

  • Store and terminal name
  • Terminal ID and device serial number
  • Status and Last seen
  • App version and device model
  • Whether one or all terminals are affected
  • Gateway status shown, if available
  • Exact error text and approximate start time

Inventory does not match the shelf​

Catalog & Inventory > Inventory is selected-store stock. Confirm the product identity before changing quantity.

Check​

  1. Confirm the selected store.
  2. Search Inventory by product name or product ID.
  3. Open the exact item and confirm its Product ID, Quantity, and Reorder Point.
  4. Review Recent History and, when available for your selected-store permissions, Stock across locations.
  5. Compare the recorded history with the physical count and any relevant receiving, sale, return, transfer, or adjustment record.
  6. Check whether Low Stock is caused by the configured reorder point rather than an incorrect on-hand quantity.
  7. If a shipment was never recorded and you have store.inventory.write, select Receive Inventory, find the product by name or barcode, enter Quantity and Notes, and select Receive.
  8. If the physical count is verified and a correction is necessary, users with store.inventory.write can use Adjust with the signed quantity and a clear reason.

Do not make repeated offsetting adjustments. Each correction becomes inventory history and should explain the real count difference.

Expected recovery​

The selected store's On Hand value matches the verified count after missing receiving or one documented adjustment. Persistent drift needs transaction-level review.

Collect for Support​

  • Store
  • Product name, barcode, and product ID if shown
  • Expected and displayed on-hand quantities
  • Last correct count and current physical count
  • Relevant receipt, return, transfer, purchase order, or adjustment IDs
  • Approximate time the mismatch began

An integration is unhealthy​

Start from Integrations > General, which requires both org.read and org.integrations.read.

Check​

  1. Confirm the organization and open Integrations > General.
  2. Read the provider's availability badge and, if present, connection badge.
  3. Review Last sync or Readiness.
  4. For QuickBooks, follow Manage QuickBooks. The page is read-only unless you have both org.write and org.admin; users with both permissions can reconnect a failed connection or retry failed sync work there.
  5. For Scan Data, select the affected store and use View diagnostics. Setup and changes are handled by Peak Support; diagnostics require store.mkonnekt.read.
  6. For Uber Eats, use View orders only with a selected store, the peakpos.sales feature, and store.transactions.read; setup is not self-service.
  7. A Coming soon or Not self-service card cannot be repaired by entering credentials elsewhere in the portal.

Expected recovery​

A live merchant-managed provider returns to Connected without an attention badge and records a current sync. Support-managed providers recover after Support corrects their configuration.

Collect for Support​

  • Organization and affected store, if applicable
  • Provider name
  • Availability and connection badges
  • Last sync time
  • Action attempted and exact message
  • Approximate failure time

Never email provider passwords, authorization codes, access tokens, API keys, or screenshots containing them.

Permission denied or a control is read-only​

A page can be visible with read access while its change controls require an additional write or administrator permission.

Check​

  1. Note the exact page, button, and message.
  2. Confirm the organization and store.
  3. Compare the task with the page's access note. Examples:
    • Settings needs store.settings.write to save.
    • Scheduled Exports needs both store.reports.write and org.admin to manage schedules.
    • SMS Consent needs store.consent.write to record or revoke.
    • Gift Cards needs store.gift_cards.write to issue; importing or revoking requires both store.gift_cards.write and org.admin.
    • Marketing needs org.marketing.write, Customer Display Ads needs org.advertisements.write, and Wallet Pass Branding needs org.settings.write for changes.
  4. Ask an organization administrator to grant only the permission required for your role.
  5. Reload the portal after the administrator confirms the change. If necessary, sign out and sign back in once.

Do not ask another user to share credentials or perform the action under your account. Do not broaden a role beyond the task merely to make a button appear.

Expected recovery​

The control becomes available after the correct scope and permission are active. A support-owned action remains support-owned even for administrators; Store Tax Policy, legal/billing identity, adding or removing locations, and loyalty checkout behavior are examples documented for Support assistance.

Collect for Support​

  • Sign-in email
  • Organization and store
  • Page and control label
  • Exact permission or role expected
  • Exact error text
  • Whether the control is missing, disabled, or fails after selection
  • Approximate time

Cannot sign in​

  1. Confirm you are using portal.peakpos.co and the intended email address.
  2. If email sign-in is available, select Forgot password?, submit the intended email with Send Reset Email, and check spam or junk folders for the reset message.
  3. If Sign in with Google is available for your account, use that button instead of entering Google credentials anywhere else.

If sign-in still fails, send Support your email, organization or store name, the exact message, and the approximate time. Never send your password or reset code.