Troubleshooting and how-to questions

Solutions for situations during work: losing the network, a sale waiting to be sent, a missing permission or a price you can't change. For pricing and signing up, see questions before you join.

The register isn't connected to the internet

An "Offline" bar appears: check the network. If offline work is on for the account and the device was prepared in advance, you can continue with cash and checks. Sales are saved on the device with a temporary number and sent when the connection returns. You may be asked to enter a PIN again to finish sending.

What needs a connection? Card payments, gift cards, store credit, points, coupons, layaways, quotes, returns and voids need an online check. Don't promise card processing while disconnected.

Can you open the register without a network? Only on a device that was prepared earlier and has login data available. It remembers the PINs of employees who worked at the branch in the last 30 days. Five wrong attempts lock the keypad for five minutes. A new device needs an initial network connection.

Sales still saved on the device

1. Restore the connection and check that the user is logged in to the register.
2. Open the saved sales message and check the sending status.
3. Wait for it to finish, or use send now if the option is shown.
4. Before closing, make sure no sales are left to review.

"Sale needs review": open the message, read the reason and deal with it before sending again. For example, a deleted product or a price floor that changed. Deletion by a manager doesn't return money from the drawer; make sure the payment is recorded the right way. If it's not clear what to do, contact support.

"Stock quantities may have changed": you're seeing a copy saved on the register from the last connection. Don't rely on it for up-to-date availability; connect to the network and check again.

Missing screen or can't change a price

Missing screen in the back office: check the role and whether the feature is on with the owner. A role without permission won't see all screens.

The price won't go down: check the minimum price and the employee's discount limit. You change an item's price through the price on the cart line; going below the floor needs the right approval.

Need a return: open the transaction from Receipts, check the items and payment methods, and perform the action with the right permission. Steps and a screenshot are in the register guide.

Saving work and getting help

The open cart and parked carts are saved locally on the device and may come back after a refresh or restart. Don't clear browser data, switch devices or uninstall the app while sales are still waiting to be sent. Local saving is not a substitute for confirming the sync.

When contacting support, include the business name, the screen, the action you tried and the error that appeared. You can attach a screenshot after hiding customer details and sensitive information. Don't send a password or PIN. Open a ticket from inside the system or write to support@kupali.co.il.

Questions about selling by weight

• "Which scales can I connect?" KupaLi connects to Brecknell, Mettler Toledo, CAS, DIGI and Shekel scales, using the NCI/8217, SICS, CAS and DIGI protocols. All models are on the Supported hardware page. In Printer → Checkout scale you see which connections are available at the station. On iPad and iPhone you work with labels or manual entry, if it's on.
• "Do I need a scale with a verification mark, and who does the verification?" KupaLi stores device details and verification dates, and doesn't decide which approval applies to your business. Your scale supplier and the official services in the weighing guide are the place to ask about the process.
• "Can I type in the weight myself?" Yes, if Allow manual weight entry is on at the station: choose Manual weight entry, enter the net weight in the unit shown and tap Accept weight. The entry is recorded as manual, and the weight range set for the product applies to it too.
• "A deli label scans as an unknown item. What do I do?" Open Barcodes and weighing → Live barcode tester, enter the full code and tap Test saved layouts. If Layout matched; product not mapped appears, update the Scale item number on the product card based on the test result, or use Map to product at the register with the required permission and connection.
• "How do I sell per 100 g and also show a price per kilogram?" On the product card, in Display per you can choose the 100 g option, leave Unit of measure as kg and enter a price per kg. Shelf label with unit price keeps showing per kg, and Also show price per 100 g adds the extra line; the receipt uses the display basis chosen for the product.
• "Why does a tare weight appear on the receipt?" The tare is recorded separately so the charge is for the net goods. If the deduction is wrong, check the Product tare, the container chosen, and whether the device already deducted the tare itself.
• "The scale and the register show different weights. Why?" Compare the same unit of measure and the same net weight, after deducting the tare, and wait for the Weight locked message. Check Scale division (grams), Weight precision grams on the product card, and the connection settings; Copy scale diagnostics gives support the data needed to look into it.
• "How do I refund part of a product sold by weight?" A manager with permission to change the weight opens Receipts → Refund, leaves only the returning items selected and enters the returned portion in Return weight (grams). The calculation uses the original price, and choosing Back to stock returns the selected grams to managed stock without going over the Returnable weight; for damaged goods choose Damaged — write off.
• "How do I count stock of meat, cheese and bread?" A product sold by weight is kept in stock in grams; on stock screens you enter quantities in the unit next to the field, and on the product card Stock grams takes grams. For counting use Daily Count, for losses Testers and Losses, and for cuts or batches Yield, which calculates the loss. Bread sold by the unit keeps being counted in units.
• "What's the difference between model approval and a verification mark?" In Israel, model approval and the verification mark relate to the weighing device under the Weights and Measures Ordinance and its regulations. The official sources in the weighing guide have the links to the Weights and Measures Division. A software check or a saved status doesn't grant approval to a device or show that the business meets legal requirements.