Sync: desktop data doesn't match web / mobile

The web and mobile apps write every transaction to the cloud instantly. The desktop app saves to the computer first; when there is internet, it automatically sends data to the cloud at startup and every few minutes after that, and downloads changes from the cloud. Almost all differences between the desktop app and web / mobile come from this sync not having finished. For a step-by-step checklist, see Data isn't syncing; this page answers the most common questions.

How does sync work?

When does a sale made on the desktop show up on the web and mobile?

If the internet is connected, it shows up on its own within a few minutes. If you don't want to wait, press Sync now on the Data integration card on the desktop home screen; when it says “Integration completed”, refresh the web page or the summary screen on mobile.

Can I sell without internet?

On the desktop, yes: sales are saved on the computer, deducted from stock and sent to the cloud when the internet is back. The web and mobile apps don't work without internet. To keep your data safe, we recommend connecting the desktop till to the internet at least once a day.

A price / product I changed on the web or mobile didn't reach the desktop.

On the desktop, press Sync now and wait for “Integration completed”. If the quick product buttons on the sales screen still look old, close the sales tab and open it again. Avoid changing the same product on the web and the desktop at the same time; the last synced change wins.

The card says “… until next integration”. Do I need to do anything?

No. The app syncs on its own at regular intervals. If it says “All data integrated both ways” or “Integration completed”, everything is up to date.

Data doesn't match

Stock, customer balances or sales are different on the desktop and on the web. What should I do?

Check these in order:

1. Is the version up to date?

   The most common cause of differences is a desktop app left on an old version; sync doesn't work fully in old versions. The version number is shown at the very bottom of the home screen. Close and reopen the app, and install the update if one is offered on the login screen.

2. Is there data waiting?

   Check Records to integrate on the Data integration card on the home screen, press Sync now and wait for it to finish. If you see a red connection error, check your internet.

3. Are you looking in the right place?

   On the web, make sure you have selected the right branch and date range. When looking at the full history of a customer or product, move the start date back.

4. Which side is right?

   If the difference remains, note which app has the correct figure (usually the side where you made the last transaction) and an example customer, product or receipt, take screenshots of both screens and message our WhatsApp support line.

Our team connects remotely, compares the data and, with your approval, syncs the data from the correct side to the other. Don't use or close the desktop app during this; carry on working from the web or mobile app.

The data transfer / integration never finishes and I can't sell.

On first setup, after an update or on a new computer, all your data is downloaded from the cloud. How long it takes depends on your number of products and sales, your internet speed and your computer; for large accounts it can take a few hours. Don't close the app or install updates until the card says “Integration completed”; meanwhile you can sell from the web or mobile app. If the counter doesn't change at all for a long time, contact our support team.

Some sales I made on the desktop aren't on the web; turnover looks low or zero.

• Check that sync has finished on the desktop; if the internet is down, sales wait on the computer.
• The sale may have been saved under another date: if a yellow Sale date label is shown on the top bar of the desktop sales screen, all sales are recorded on that date. Details: Back-dated sales.
• If the computer's date and time are wrong, sales land on the wrong day; set the Windows clock to automatic.
• The staff login may only have permission to see its own sales.
• Apps left on an old version may not transfer all sales; update the app.

The total on the fiscal cash register (Z report) is different from BenimPOS.

Transactions made directly on the fiscal cash register / card terminal, or voided on the device, don't come into BenimPOS. Send sales from BenimPOS to the device; if you void a sale on the device, void it in BenimPOS too. Integration setup: Fiscal cash register (ÖKC) integration.

My stock doesn't add up and goes negative.

See why a product's stock changed with the Stock movement report in the web panel (move the start date back). Common causes: entering stock by hand on the product card and also entering a purchase invoice for the same product, selling during a count, a desktop till left on an old version, and selling without entering stock. When voiding a receipt, wait for the page to load completely.

An invoice or payment was saved twice.

On a slow connection, pressing the save button twice can create the same record twice. Delete the extra record from its page (export it to Excel first if you like). Press save buttons once and wait for the result.

A customer / product I deleted on the desktop is still on the web.

First wait for sync to finish on the desktop. If the record is still on the web, delete it from the web panel too; that way the balances on both sides match.

Some products don't transfer to the desktop or the web.

Products whose barcodes contain letters or special characters may fail to transfer. In the web panel, use Change Barcode on the product card to correct the barcode so it contains only digits, then sync again.

I installed on a new computer; some prices are old and some settings didn't come over.

A new installation only gets data that was sent to the cloud. Changes made offline on the old computer and never sent (e.g. price updates) don't reach the new computer. Preferences such as font size, theme, receipt settings and the sales screen layout are specific to each computer and need to be set again. To fix prices in bulk, on the web you can export with Products › Excel Import / Export, edit and import again.

License and device rights

Does my desktop data go to the cloud when I have no license?

On accounts with an expired license, the desktop app works but doesn't sync with web and mobile (Settings › Your license details › INTEGRATION SUPPORT: None). When you renew the license, sync continues from where it left off.

I use the desktop app on two computers and one doesn't sync.

If you see the warning “Your additional desktop device license has expired”, send that computer's App Key to our WhatsApp support line; there is currently no charge for additional computers, and the device is registered for you. Devices: My Desktop Devices.

When should I contact the support team?

• If the number of records to integrate hasn't gone down for a long time, or you keep seeing a red error on the card,
• if the difference between desktop and web remains after syncing,
• before updating a till that has worked offline for a long time, or before changing the computer,
• if you see a number of records not sent to the web in a warning about logging in with a different account.

When you write, include your registered email address, your desktop version number, the App Key at the bottom of the home screen, which side is correct and an example record. If needed, our team connects remotely with Alpemix (weekdays 09:00–18:00).