Troubleshooting: Creating Your Product List

Having issues adding or managing products? Find solutions to common problems below.

Common Issues#

Problem: Can’t Create a Product - Create Button is Greyed Out#

Symptoms:

• The Create button is disabled/greyed out
• Cannot save new product

Solution:

Make sure you’ve filled in both required fields:

• Name (required)
• Short Name (required)

Both fields must have content before you can create a product.

Problem: Accidentally Made Changes and Got Save Prompt#

Symptoms:

• Closing a product shows a save prompt
• Didn’t intend to make changes
• Worried about saving unintentional edits

Solution:

Click Revert or Discard changes to avoid saving the edits.

💡 Tip: Use the Revert button anytime you want to undo changes before saving.

Problem: Product Doesn’t Appear at the Till#

Symptoms:

• Product is created in HQ but not visible on till
• Staff can’t find the product to sell
• Product button is missing

Solution:

Check the following:

1. Product was saved

   • Make sure you clicked Save after creating the product
   • Check the Products list to confirm it exists

2. Product has at least one price

   • Open the product in HQ
   • Check the Pricing section
   • Add a price if missing

3. Product is added to till keyboard

   • Products don’t automatically appear on the till
   • You must add them to your keyboard layout
   • Learn how to add products to your till keyboard

Problem: Price is Wrong at the Till#

Symptoms:

• Till shows different price than expected
• Price doesn’t match what you entered in HQ
• Wrong price appears at checkout

Solution:

1. Check which price list is assigned to the till

   • Each till can use a different price list
   • Example: “Dine In” vs “Takeaway” price lists

2. Verify the product has a price for that price list

   • Open the product in HQ
   • Check the Pricing section
   • Make sure there’s a price entry for the till’s price list
   • Add a price for that price list if missing

3. Common scenario example:

   • Till is set to “Members” price list
   • Product only has price in “Default” price list
   • Result: Product shows incorrect price or can’t be sold

✅ Best practice: Always set up prices for all price lists you use.

Still Having Issues?#

If your problem isn’t listed here:

1. Check the full guide for Creating Your Product List for detailed instructions
2. Verify your user permissions with your manager
3. Contact Paimnt support for assistance