Troubleshooting
At the till
| Problem | What to do |
|---|---|
| No scanner authorized for you | Redemption needs an enrolled scanner at one of your branches. Ask the owner to register and pair one. |
| Scanner offline | Reconnect the scanner before accepting any voucher. |
| The device is offline | Do not accept vouchers. SPKTRM does not accept vouchers offline. |
| Outcome unknown | Press Check status, then resolve it in the exception queue. See Outcome unknown. |
| Redemption already in progress | Resolve the unfinished redemption in Redeemed rewards → Exception queue. |
| A valid voucher shows Ask your manager | Cancelling vouchers is not a cashier's right. A manager or the owner decides. |
| Camera scanning does not work | It is not available yet. Type the code. |
For every scanner result, see Validation results.
Offers
| Problem | What to do |
|---|---|
| An offer cannot be published | Open Store and branches — readiness lists what blocks publishing. |
| Run the commercial test before this offer goes live. | Record a commercial test for the current version. |
| The terms changed after the last test — test them again. | Record a new test. |
| An approved offer went back to draft | Editing an approved offer clears its approval. Send it for approval again. |
Access
| Problem | What to do |
|---|---|
| A page you expect is missing | Your role cannot open it. See The five roles. |
| The portal says you cannot open a page | Your role or branches do not cover that page or record. |
| A banner says the store is restricted or suspended | It names what is paused and what still works, and links to its case. Contact SPKTRM through that case. |
Preview data
| Problem | What to do |
|---|---|
| A customer's real voucher cannot be found | In the preview, codes issued on a phone are not visible to the portal on another device. Use Issue a demo voucher. |
| Data looks wrong after testing | Use Reset demo data on the sign-in screen or at the foot of the navigation. It affects only this browser. |
| Lists fail to load | Demo controls → Data service may be set to Slow, Fail once or Offline. Set it back to Normal. |