# FAQ & troubleshooting

Quick answers to common questions.

Source: https://about.sukbay.com/docs/faq · Part of the Sukbay documentation (Account & app).

## Products & stock

### My product's picture shows as broken.

The link must be the address of the picture itself, not the web page around it. Open the picture, right-click, *Copy image address*, and paste that. It must start with http:// or https://.

### A product does not appear in the customer app.

- Confirm it in Customer Showcase › Confirm for App.
- Make sure it is Active.
- Check it has stock in a warehouse whose *Sell online* switch is on.

### Profit shows a dash.

Profit needs a cost. Add a batch with a cost price for that product.

## Sales & money

### A customer's debt looks wrong.

Payments settle the oldest orders first. Check which orders are marked paid; use *Sync Customer Debts* in Expenses to rebuild the list.

### An order is paid but the customer still shows as owing.

Mark the order paid from the order card; that also settles the customer's debt for it.

## Team

### An employee cannot see a page.

Open the employee and check their permissions. A page is hidden unless it is allowed.

## Language & theme

### How do I switch to Amharic?

Use the English / አማርኛ switch at the bottom of the sidebar.

## About Sukbay

### What is Sukbay?

Sukbay is a shop management system for Ethiopian businesses (point of sale, inventory with batches and expiry, warehouses, customers and debts, expenses, payroll, analytics) together with a customer app at sukbay.com where shoppers find shops and order.

### Is it free?

Every new shop gets a free 30-day trial. After that it is 500 ETB per shop per month plus 250 ETB per branch per month. Shoppers use sukbay.com for free.

### Does it work offline?

Sukbay needs an internet connection to save sales and keep stock in sync. The mobile app shows an offline screen with a retry button when the connection drops.

### Which languages?

English and አማርኛ (Amharic).

### Where do I find a shop to buy from?

Go to sukbay.com, search for the shop or product, and order.

## Selling and money

### Can a customer pay half cash and half card?

Yes. Choose Split payment in the POS and press Half cash · half card. See Payments.

### How do I record a customer's withholding?

Tick Withholding in the POS cart, pick the percentage and complete the sale. The order shows a Withholding Tax line.

### How do I see who owes me money?

Open Expenses › Customer debts, or the *Money owed to you* card on the dashboard.

## Staff and security

### How do I pay a commission?

Set the employee's commission percent, then in Pay salary turn on Pay per sale (commission). See Employees & payroll.

### How do I log out another device?

Settings › Security & 2FA › Active Devices & Sessions › Log Out, or Log Out All Other Devices.

### Why does the place of my device look wrong?

The place is estimated from your IP address, so on mobile data it can show your provider's location. It is not a GPS position.

### When do I get the daily report?

Every day at 9:00 PM East Africa Time by default. Change the hour in Settings › Notifications & Alerts.