Troubleshooting
Common problems and what usually causes them.
Balances
My balance does not match what I counted
Almost always one of three things:
- A transaction was not recorded — most likely a cash payment nobody logged.
- Something was recorded twice — often a MoMo message and a manual entry for the same payment. Check the duplicate lane.
- It went to the wrong money location — cash recorded against the bank, or one wallet against another.
Work backwards from the last date you know was correct. If you have never reconciled, start with reconciliation — it is designed for exactly this.
My revenue looks far too high
Check for transfers recorded as income. Moving cash from the till to the bank is not revenue. See Balances.
Point of Sale
A product will not sell — "out of stock"
- Stock is genuinely zero — count and adjust
- Every remaining batch has expired — expired stock is never sold; write it off
- Stock is at a different branch
- With lot tracking on, existing stock may not be in any lot yet — bring it in via Lots
The barcode scanner does nothing
Most USB scanners act as keyboards and need no setup. Click into the search box first so it has focus. If it types into the wrong field, the field lost focus — click the search box and rescan.
Checkout buttons are off screen
Update to the latest desktop app. Version 0.27.0 fixed the cart so the total and Hold/Cash buttons stay visible no matter how many items are in the cart.
Sync & offline
Sales say "queued"
Normal with no connection — see Working offline. They upload when you are back. Sync before reinstalling or replacing the machine.
Sales say "failed"
The server rejected them. Open the failure to see why and retry. Common causes: a product deleted server-side, or a sale against a money location that no longer exists.
Two tills show different stock
They sync over the local network. Check both are on the same network and the same business. Each till ignores messages from other businesses, which is usually the cause when nothing appears to happen.
Payroll
An employee was not paid
Check payment readiness first — usually a missing payout rail or a funding shortfall.
Net pay is lower than expected
Check open recoveries. An advance being recovered is the most common cause. Then check unpaid leave days in the period inputs.
Reports
Last month's numbers changed
Something was backdated into a period you had already reported. This is exactly what closing and locking a period prevents.
A report is empty
Check the date range, then the module — some reports need a module switched on. Also check your role allows the data.
Imports
Rows were rejected
The import gives a row-level error report — read it rather than retrying blind. Usual causes: date format, a currency that does not match the money location, or a required column missing. See Importing your data.
AI
Kiongozi will not do something
Check your operating mode. Most "it will not act" cases are working as configured — the mode allows suggesting but not doing.
AI features stopped working
You may be out of tokens for the period. Everything else in SBB carries on normally. See Billing.
Access
Someone cannot see a screen
Check their role, then whether the module is on. Employees see the employee workspace only.
I cannot delete something
Deletion goes to the recycle bin; permanent deletion is owner-only. Items in a closed period are protected — post an adjustment instead.
Still stuck
Use the Help button inside SBB, or the support centre for articles and a ticket. Include what you expected, what happened, and the date and screen involved.