As with any software, bugs happen. As a company we aim to squash bugs as quickly as humanly possible.

How To Contact Us

You can submit your bug reports via email by sending directly to support@stok.ly, or you can also submit them via our customer support widget in your Stok.ly Back Office.

Either way, your bug report will end up in the right place. 

Submitting Bugs

Here's what you need to do:

1. Tell us it's a bug and include brief description in the subject.

Example: BUG - I get an error message when creating an item!

It's a little thing, but it helps us spot these tickets in the queue ASAP.

2. In your message include a detailed description of the bug, along with the steps to reproduce it, and what your expectation is for the correct behavior.

Here is a GOOD example of a bug report:

  • Go to Stock & Inventory > Items
  • Press plus to create an item
  • Fill in the details. 
  • Click save
  • Error message appears saying "Unable to create item for xyz reason"

Here is a BAD example:

"I was creating an item and it didn't work"

3. Include the URLs for any examples from your account.

In almost all cases, we will need to take a look at an example of the bug you're reporting in order to understand the problem. Sending examples up front saves us a lot of time when researching your bugs. 

4. Always send screenshots.

Even if you don't' think it requires it, send a screenshot just in case. This helps us get a better idea of what it is you're referring to exactly. If you have the means to take a screen recording of a bug (Loom.com is a wonderful free app that saves tons of time), even better. 

Troubleshooting Browser Issues

  1. Clear your cache & cookies, restart your browser
  2. Test Stok.ly in an incognito (private) window (Guides for Chrome, Safari, Firefox, IE)
  3. Test Stok.ly in a different browser

Troubleshooting Computer Issues

  1. Have you tried switching your device off and on again?
  2. Check your anti-virus software to see if it could be interfering with Stok.ly.
  3. Check any firewalls you may have.
  4. Check your ISP status for any service related issues. 

Troubleshooting Android device Issues

  1. Have you tried switching your device off and back on again?
  2. Have you performed a full resync
    1. Go to the app
    2. Go to settings
      1. Stock App
        1. Go to Synchronisation
        2. Tap "Synchronise"
      2. ePOS
        1. Scroll down to Data Synchronisation
        2. Tap "Resync all data"