ImaCash user manual

Common errors in ImaCash

This guide brings together common issues that may appear while using ImaCash and what to check before contacting support.

Return to manual index View discrepancies and jams

Quick diagnosis

Solve the basics first before repeating an operation

The idea is to first review the user, permissions, connection, machine status, pending operations and configuration.

Do not repeat charges, changes, emptying or refilling if you are not clear about the real status of the operation or the cash.

Place capture here

Main screen of ImaCash where you can see the lower state and the operations area.

Before you start

Initial review

Before repeating an operation or restarting ImaCash, review these points.

If cash machine is available.
If there is a pending operation on the screen.
If the active user is correct.
If you have permissions for the action.
If the POS/POS shows the same information as ImaCash.
If there are discrepancies or open jams.

Sales and operations

Start here when the problem is in the operation, the payment button or the synchronization with the POS/POS.

Review

The sale does not appear in ImaCash

Confirms that the sale was created correctly in the POS/POS.
Check that the POS/POS is connected.
Check that filters are not hiding operations.
Verify that the sync range is correct.
If applicable, use resynchronization.
If it still does not appear, contact a person in charge or support.

Review

Pay button is not available

Select the operation first.
Check that the operation is not pending, postponed or canceled.
Check if the user has sufficient permissions.
Verify that the machine is available.
Confirm that the transaction allows that payment method.

Review

The operation is pending

Don't create a new operation yet.
Check if it appears on the main screen.
Check Postponed.
Check the status at the POS/POS.
Check if the machine has finished processing the cash.
Resync only if appropriate.

Review

The operation appears duplicate

Confirm at the POS/POS which is the valid operation.
Check date, amount, operator and type.
Don't charge twice.
Consult with a person in charge before deleting or canceling.

Machine, inventory and change

These cases usually depend on connection, port, machine availability or sufficient denominations.

Review

The machine is not available

Check that the machine is turned on.
Check for error messages in ImaCash.
Check physical connection, network or COM port depending on the installation.
Check if the machine is busy.
Restart ImaCash only if the internal procedure allows it.
Do not repeat charges while the machine is not available.

Review

Incorrect COM port

That the cable is connected.
That the configured COM port is correct.
That another program is not using the same port.
That the machine is on.
That ImaCash has sufficient permissions.
This case normally requires technical review.

Review

Insufficient inventory

Check the machine inventory.
Check if specific coins or bills are missing.
Check if the machine needs refilling.
If the client pays in cash, check if they can do so with an exact amount.

Review

No shift combination available

Wait a few seconds if the machine is still collecting cash.
Retry only if ImaCash allows it.
Check inventory.
Refill the machine if denominations are missing.
Use exact amount if the establishment allows it.

Discrepancies and traffic jams

If there is a cash incident, first check the status of the operation and the machine.

Review

There is a discrepancy

Open the Discrepancies section.
Review amount, date and affected operation.
Check if the machine is still processing cash.
Do not repeat the payment without clarifying the incident.
If applicable, claim or record the discrepancy according to permissions.

Review

There is a jam in the machine

Do not force the machine.
Do not repeat the operation immediately.
Check the message from ImaCash.
Check if there is a pending operation or discrepancy.
Follow the establishment's internal procedure.
Contact support if you can't resolve it.

Place capture here

List of open discrepancies.

Shifts, manuals and movements

These errors are usually related to permissions, busy machine, inventory or internal procedure.

Review

I can't open, close or empty shift

Confirm that you have shift permits.
Check if there is already an open shift.
Check if the shift has already been closed or emptied.
Check if there is cash waiting to be emptied.
Check if the machine is available.

Review

I can't do a manual transaction

Confirm that you have permissions.
Check that the amount is valid.
Check if you need to select user, counter or type.
Verify that the operation does not already exist in the POS/POS.
Check if the machine is available if you are going to charge in cash.

Review

I can't make changes

Confirm that you have permissions for changes.
Check inventory.
Check if there is a possible change combination.
Verify that the machine is available.
Check if there are open incidents.

Review

I can't empty or refill

Confirm permissions.
Check that the machine is not busy.
Check if there are any open discrepancies.
Verify that the movement corresponds to the internal procedure.
Wait for any previous operations to finish.

Reports, SMTP and license

Review user, permissions, dates, filters, connectivity and maintenance before escalating the problem.

Review

I cannot enter the reporting portal

Username and password.
Reporting permissions.
Connection with the corresponding equipment or server.
Session expired.
License or maintenance, if applicable.

Review

The report does not show data

Date range.
Seller filter.
POS filter.
ImaCash filter.
Sales filters: manual, subscriptions, normal, canceled, postponed or card.
If the data has already been synchronized.

Review

The daily report or email is not sent SMTP

Internet connection.
Server SMTP.
Port.
Username and password.
Application password.
SSL/TLS/STARTTLS security.
Email associated with the license, if applicable.
Maintenance status, if applicable.

Review

Invalid maintenance or license

Internet connection.
Configured license.
Maintenance status.
Access to the validation server.
Whether the device can communicate with ImaCloud or associated services.
Some features may be limited if the license is not active or cannot be validated.

Scaling

When to contact support

The machine does not respond.
There is a physical traffic jam.
There are discrepancies that you cannot resolve.
Cannot connect with the device.
The POS/POS does not synchronize sales.
The database shows errors.
The license is not valid.
A charge could have been doubled.
You are not clear about the real status of the cash.

Before contacting

Data that should be noted

This data helps to review the incident with less back and forth.

Date and time.
Active user.
Amount affected.
Operation or ticket.
Exact error message.
What action were you performing?
Screenshot, if possible.

Quick summary

Use this table to know what to check first depending on the problem.

Problem	Check first
Sale does not appear	POS/POS, filters and resynchronization.
I can't pay	Selected operation, permissions and machine.
Machine not available	Power, connection, COM port and status.
There is no change	Inventory and denominations.
Pending operation	Main screen, Postponed and POS/POS.
Discrepancy	Amount, affected operation and machine status.
Jam	Do not repeat, check message and warn.
Empty reports	Dates and filters applied.
SMTP fails	Server, port, security and password.

Do you need help with ImaCash?

We help you review operation, machine, reports or communication incidents

If you want us to review your case, prepare the date, time, user, amount affected, ticket and exact error message.

Return to manual Call the technical team