If you run into technical problems while using the WMS or POS App, an error report with the app's device logs can help support resolve the problem faster. These error reports are important because some errors, especially in communication with external devices such as printers or card readers, only occur in the app itself and not in the backend.
To generate such a report, select Help and Support → Upload device logs in the app menu at the top left. Upload the device logs as soon as possible after the error has occurred.
Then contact our Support so we can help you resolve the error. Please tell us the exact date, the time and, if an order is affected, the order number at which the error occurred. This is the only way we can pinpoint exactly where the error lies.
Uploading the device logs alone does not notify our support team.
Note: For security reasons, we do not release device logs to customers.
Uploading device logs when you are not logged in to the POS App
If you are not logged in to the POS App, you can still upload the device logs: On the login screen, tap the gear icon at the top right and start demo mode. Then select Help and Support → Upload device logs in the app menu at the top left.
Attention: Do not delete the app before you have uploaded the device logs. Otherwise, the logs will be lost.