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Troubleshooting reports

Why a report reads low or zero, why a floor total doesn't match, and why a filter or chat is missing.

What to check when a report doesn't show what you expect.

My floor plan total is lower than my location total

This is expected, not a bug. A floor plan only counts sales that were seated at a table on that floor. It deliberately leaves out every sale that had no table:

  • counter sales — rung up at the till with no tab opened,
  • QR orders — placed by a guest scanning a table code,
  • pay-at-table sales — paid against a tab without being seated at a reported table.

So a floor total is always a subset of the takings at that site. To see the figure that adds up to your real takings, use the Location filter instead — a location covers every kind of sale at that site and reconciles with your banking. See Filtering reports.

What "pay-at-table" means

Pay-at-table is paying for a tab at the table — for example a server brings a card machine over, or the guest pays from their phone — without that sale being tied to a specific table on a floor plan. Because the floor plan only counts sales seated at one of its tables, these don't appear on it.

Auditing a floor-vs-location gap

If the gap is bigger than you'd expect, work down this checklist:

  1. Non-table-service sales. Counter, QR and pay-at-table sales are legitimately excluded from a floor plan. Switch to the Location filter to see them. This is usually the whole difference.
  2. Tables not placed on a floor plan. A table can exist but not be arranged on any floor's canvas — its sales won't show on that floor. Add it to the floor plan.
  3. Orphan (unsectioned) tables. A table only belongs to a location through its section. A table with no section has no location — so its sales don't fall under any Location filter. Give the table a section to fix it.

In short: Location reconciles; a floor plan is a view of part of a site.

A report shows zero or very low figures

  • No sales in the period. Check the date range — a preset like "1 day" only covers today. Widen it or pick a Custom range.
  • A filter is hiding sales. A terminal, location, floor, source or category filter narrows the figures. Clear filters (or tap Clear all) to see the whole picture.
  • Very recent sales. A sale taken seconds ago can take a moment to appear — hit the Refresh button (the circular arrow). Sales taken while a till was offline and closed as "Paid on device" are reviewed separately and aren't in the standard sales totals.

A filter button isn't showing

Each filter only appears when you have something to filter by:

  • Terminals appears once you have more than one terminal.
  • Location appears once you have more than one site.
  • Floor plan appears once you have at least one floor plan set up.
  • Category (Sales/Product performance only) appears once you have at least one category set up under Items → Categories.
  • Source (Sales/Product performance only) always appears — it doesn't depend on how many terminals, sites or categories you have.

The same rule holds inside a report: the per-item service-mode drill-down shows a Location dropdown only when you have more than one site, and it inherits whichever site the report was filtered to — so an item's breakdown and the Top Items row you tapped always describe the same venue.

If you only have one terminal, one site, no floor plan or no categories, the matching filter is hidden on purpose. See Filtering reports.

The Pairings report is blank

The Cross-category pairings report needs two categories that actually contain items and have orders in the range. A blank result usually means the chosen category has no items, or there were no transactions in the date range. Pick categories that hold items, or widen the range. See Cross-category pairings.

An item is missing from Top Items / Insights

The Sales report's Top Items and the Insights tables only list items that sold in the period. If an item didn't sell in the range — or sold too little to rank — it won't appear. Widen the date range or check the item actually sold.

An item drill-down shows no "By size" section

The section only appears once that item has at least one sale rung with a size in the period you're looking at. Three ordinary reasons it's absent:

  • the drink genuinely isn't set up with sizes;
  • it is, but nothing sold in that size inside this date range — widen the period;
  • everything sold went through the card machine or an offer, which don't carry a size. Those land in No size, and a single No size row on its own is not shown (it would only ever read 100%).

Sales appearing under No size is normal — see Reports terminology.

A figure says "no data to compare"

The comparison window you picked (vs previous or vs last year) has no sales in it — common for new venues, or in vs last year mode before you have a year of trading. The report shows "no data to compare" instead of a misleading percentage. Switch back to vs previous, or widen the period.

I expected to see refunds

The Sales report's figures (Sales, Sales excl. VAT) are after discounts but do not take refunds off. The Daily sales report does: its Net sales is what you took after refunds and VAT are taken off — in Tillable "net" always means that. See Reports terminology and the Reports FAQ.

The AI Reporting chat isn't responding

The in-portal chat needs to be switched on for your portal. If it shows a notice that it isn't enabled, the chat itself is unavailable — but you can still connect Claude or ChatGPT from the Marketplace to ask questions there (see Connect Claude to your data or Connect ChatGPT to your data), or contact support to enable the in-portal chat. See AI Reporting.

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