Troubleshooting

Type or paste the exact words Kila shows into the search box at the top of this site, or press Ctrl+K: each page below is named after the message, so it comes up first.

Signing in

• That email and password do not match
• This account does not have access to …
• This link cannot be used

The till and selling

• The till asks you to open your shift
• Shift not opened: the till you chose has someone else’s shift.
• This till has a shift open for another cashier
• Nothing found for …: a barcode or code no product has.
• Only … of … at …: more than the branch has in stock.
• Above your discount limit
• Discount not approved
• Your role cannot change prices. Ask a supervisor.
• Above your refund limit of KES …
• No receipt found
• … closed at …. A manager can keep it open later from the till.: a sale after trading hours.

Payments

• M-Pesa code … has already been used
• That is more than is left to pay: a split payment.
• KES … is already paid toward this sale: clearing a part-paid cart.
• KES … more than is due: the customer sent more than the bill by M-Pesa.

Shifts and cash-ups

• Short by KES …: the count differs from what Kila expects, short or over.
• A sale is part paid: the shift cannot close yet.
• Open a shift before selling: your role cannot open one.
• You have SH-… open on Till …. Close it before opening another.
• SH-… was not counted: Kila closed a till left open after hours.
• Count your drawer now: a manager asked for a surprise count.

Stock

• …: only … free at the source branch, … requested: a transfer.
• The adjustment was not recorded
• … is frozen at … while stock count … is in progress

Customers and credit

• … is on hold: no new credit for the customer.
• … has KES … of credit left: a sale bigger than the credit left.
• … already uses …. Open that profile instead.: a phone number in use.
• A credit limit of KES … is above your limit of KES …
• … is on hold (…). Credit needs a manager’s approval.: credit on hold, with a manager’s approval.

Access, plans and connection

• Your role does not allow this. Ask an administrator for access.
• You raised this request. Someone else must decide it.: in Approvals.
• This request is about you. Someone else must decide it.: in Approvals.
• Above your approval limit.: in Approvals.
• … is not available for this business
• You are offline
• The till needs a connection to open the first time

Reports

• No figures for these filters

Not listed here

Tap Contact support at the bottom of any page: it opens an email to the Kila team, at support@kilabiashara.co.ke, with the page’s address filled in. Say what you were doing and copy the message Kila showed, word for word.