FAQ and Troubleshooting

This chapter answers the most common questions and issues you may encounter when working with Kasyro.

Security and Login

I forgot my PIN. What do I do?

Logging in to the Kasyro register is done exclusively with a PIN (4–6 digits) entered on the numeric keypad. There is no password login in the register app.

If you forgot your PIN, contact your administrator. The administrator can set a new PIN in Settings > Company > Users — they click on your user and change the PIN.

Note: the PIN for the register app and the password for your Kasyro account are two different things. The Kasyro account password is used to connect a device to your company and has no effect on logging in to the register.

How can I change my PIN?

You can change your PIN yourself in Settings > My Account — enter a new PIN and confirm it. Alternatively, the administrator can change the PIN in Settings > Company > Users (editing a user). The PIN is entered as a 4–6 digit numeric code.

My access is locked. How do I unlock it?

The system uses progressive locking when an incorrect PIN is entered repeatedly:

Wait until the countdown ends, then enter the correct PIN. The lock applies to a specific session — restarting the app resets the counter.

Synchronization and Offline Mode

The system isn't syncing data. What should I do?

Kasyro uses PowerSync for synchronization. The most common cause is a poor internet connection. Check your internet:

Open a web browser and try to connect to any website (for example, google.com). If the page doesn't load, your internet is down. Contact your network administrator.

If the internet works but Kasyro still isn't syncing, try restarting the app. Close the app completely and open it again. Sometimes a simple restart is enough.

If the problem persists, check that your cloud server is configured correctly in Settings > Company > Cloud. Make sure the server URL is correct and the login credentials are valid.

Can I work offline?

Yes, Kasyro is designed for offline work. The local database on the device is the primary data source for the client. If the internet connection is interrupted, the register continues to operate normally — creating tabs, orders, payments, everything works. All transactions are recorded locally and synced as soon as the internet is available again.

We recommend that your data be synced regularly. If you have no internet for an extended period, contact your network administrator.

How does data synchronization work?

Kasyro uses PowerSync technology, which keeps data synchronized between the register and the cloud server. How it works:

• Offline-first — the local database on your device is the primary data source. You don't need internet for everyday work.
• Automatic synchronization — as soon as internet is available, changes are automatically sent to the server and changes from other devices are downloaded.
• Conflict resolution — the system uses the "Last Write Wins" rule. If two users change the same record at the same time, the newer change is saved.
• Reliability — data is never lost. Unsent changes wait in a local queue until they can be sent.

You can monitor the sync status in the app. If the sync icon is spinning, data is being transferred.

Why isn't my data syncing?

There are several reasons why data might not sync:

First, check that you have an active internet connection. If you do, check that the Cloud server is running and reachable. If you're not sure, contact your administrator.

Second, check whether you have a very old version of the app. If so, update it. Older versions may have synchronization problems.

Third, if you have a very large amount of data (thousands of transactions), synchronization may take a while. Wait a few minutes.

If none of this helps, contact technical support.

Can I use multiple devices?

Yes, if you have a Premium or Enterprise subscription. The Free version is limited to one device (no sync).

With Premium/Enterprise: each device must be assigned to a specific register on first launch. Registers are created in Settings > Register > Registers. When you log in on a new device, the system offers a choice of available registers. If there is only one register, the device connects to it automatically.

All devices share the same data thanks to synchronization via PowerSync. A change made on one register appears on all others within moments.

Subscription and Plans

What is the difference between Free, Premium, and Enterprise?

Free — full register functionality for free (sales, inventory, statistics, customers, vouchers…), 1 device, no sync, no AI assistant. Data stored locally only.

Premium — adds synchronization across an unlimited number of devices, cloud backups, the AI assistant, the customer display, email support, priority bug fixes, and automated email rules.

Enterprise — like Premium, plus a custom SLA, customization, and API. Arranged individually.

Details in the chapter 22. Subscription.

How do I activate Premium?

You need an activation code (from the email you receive after ordering). Steps: Settings > Subscription > Activation Code → enter the code → Activate. Activation is instant; Premium features unlock within a few seconds.

What happens when my subscription expires?

You have a 7-day grace period — everything works normally, just with a red banner. After the grace period:

• The main register continues selling as Free (no sync and no AI).
• Other devices are locked.
• You can still enter a new activation code or switch to Free.

Your data stays safe on the main register. For details, see chapter 22.

Printing and Peripherals

The printer isn't working. How do I fix it?

First, verify that the printer is turned on and connected. Check the physical cable or network connection.

Next, verify that you have the correct printer selected in Settings > Register > Peripherals or in Settings > Company > Printing. If you have multiple printers, make sure the correct one is selected.

Also check the paper. If the printer is out of paper, refill it.

If the printer works in other programs but not in Kasyro, try restarting the app.

If that doesn't help either, contact your system administrator.

How do I turn off the customer display?

If you don't want the display to appear, go to Settings > Register > Peripherals and remove the customer display configuration. The display turns off automatically and will no longer appear.

If you only want to turn the display off temporarily, disconnect it physically and reconnect it when you're done.

Sales and Orders

How do I cancel an order?

If you want to void an entire tab, open its detail and choose Void Tab from the More menu. The system asks for confirmation. Voiding requires the orders.void_bill permission.

Once you void a tab, it remains in the system as a voided record for record-keeping purposes.

How do I move a tab to another table?

Open the tab detail and choose Table from the More menu. A dialog opens for selecting a section and table, where you choose the new location. The orders.transfer permission is required for the move.

How do I split a tab?

Open the tab detail and choose Split from the More menu. A list of the tab's items appears — click an item to set the quantity to move (each click increases the count, and once the maximum is reached it returns to zero). Selected items are highlighted with a color and an icon. In the bottom bar you see a summary of the items being moved, and you can either open the new tab as a separate one or pay it right away.

Splitting requires the orders.split permission and the active tab-splitting module.

How do I return an item?

If the tab is still open, click the item in the tab detail and choose Delete (void). The orders.void_item permission is required to void an item.

If the tab is already paid and the register has refunds enabled, click the item in the detail and choose to refund the individual item (the payments.refund_item permission). To refund the entire tab, use the REFUND button in the footer of the detail (the payments.refund permission).

Prices and Discounts

How do I change an item's price?

Prices are changed in the catalog (Catalog > Products). Select a product, click on it, and edit the price. Then click Save.

The change takes effect immediately in the register for all new orders. Existing orders keep their original price.

If you want to change the price only for a specific item on a tab, open the tab detail, click the item, and use the Discount button to add a discount to that item.

How do I apply a discount?

In the detail of an open tab, choose Discount from the More menu. A numpad opens where you enter the discount value. You can then apply it as an absolute amount (in currency) or as a percentage.

For a discount on an individual item, click the item in the tab detail and choose Discount in the edit dialog.

Discounts may be limited by permissions (discounts.apply_bill, discounts.apply_bill_limited, discounts.apply_item, discounts.apply_item_limited). If you can't apply a discount, ask your manager.

How do I refund a customer?

To refund an entire tab, open the detail of the paid tab and click the REFUND button in the footer. You confirm the refund and the money is returned. This operation requires the payments.refund permission, and the register must have refunds enabled.

The refund is recorded in the system as part of the audit trail.

Inventory and Catalog

Why do I see a difference in stock?

Stock differences can occur for various reasons. Most often, a transaction didn't manage to sync, or someone entered the wrong count during a stock take.

First, verify that all devices are synced. If you have multiple registers, make sure they are all online.

To correct the stock level, perform a stock take in Inventory > Stock Take. There you can enter the actual counts and the system automatically applies the correction.

Other Common Issues

The app is behaving oddly. How do I restart it?

If the app is unresponsive or behaving oddly, the simplest solution is to restart it. Close the app completely and open it again.

If that doesn't help, try restarting the entire device.

Where is my data if the local database is wiped?

Kasyro uses PowerSync to sync with the cloud. Your data is safely stored on the server and is downloaded automatically the first time the app launches. If the local database is lost for any reason, simply restart the app and the data downloads automatically from the cloud.

In offline mode, data stays local until it is synced. If you lose the local database before syncing, unsynced data may be lost. That's why it's important to sync regularly.

How do I export my data?

To export data, go to More > Data and select the Export tab. Here you can export sales (PDF or XLSX), a product report (PDF), stock levels and movements (PDF), the catalog (XLSX), customers (XLSX), and the location (XLSX).

For details, see the chapter Data — Import and Export.

When Should You Contact Support?

If your problem isn't covered in this FAQ and the standard solutions don't help, contact technical support. You should be prepared with the following information:

• A description of the problem
• The steps you took
• The app version (visible in Settings)
• The device's operating system
• Any error messages

With this information, the support team will be able to help you faster.

Gesture Overview — Long Hold (long tap / long press)

Kasyro uses the long-hold gesture (long press / long tap) in many places as a shortcut for advanced actions. Hold your finger (or mouse button) on an element for about 0.5 seconds.

Sales Screen (Cart)

Orders (Kitchen Display / KDS)

Payment Dialog

Catalog and Settings — Deleting Rows in Tables

A single pattern applies across the entire app: long hold on a table row = delete the item (with confirmation and a dependency check). This works in all the main tables:

• Catalog: Products, Categories, Modifier Groups, Suppliers, Manufacturers, Recipes, Customers, Product Variants
• Settings: Users, Tax Rates, Payment Methods, Sections, Registers, Tables, Internal Accounts

Alternatively, an item can be deleted via the edit dialog — the "Delete" button (red outlined) in the bottom-left corner of the dialog.

Exceptions: Nested sub-lists inside edit dialogs (modifiers within a group, recipe ingredients) use the × (close) icon directly on the row instead of a long tap.