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FAQ by role (cashier, supervisor, franchise admin)
Use this page when you have a common "how do I…" question and want the short answer for your role, with the exact menu path.
Goal
Find the answer to the most common "how do I…" questions for your role, with the exact menu path.
Where this happens
These are the questions new staff and returning staff ask Support most often. Each answer is one short paragraph plus a menu path.
- At the till: cashiers and supervisors use the till home screen and PIN sign-in.
- In the back office (Core App): supervisors and franchise admins use the left sidebar.
- In Lytning Analytics: opens from the Core App's Reports & Analytics menu with single-sign-on.
Prerequisites
None — pick your role below.
Steps
Cashier
How do I open the till and start my shift?
Turn on the till device. Sign in with the franchise and store if the screen asks for them, then enter your PIN. When the sale screen is ready, open your start-of-shift screen (your supervisor will show you the first screen on your till variant — it is not labelled "Start of Shift" on every till) and confirm the float matches what your supervisor set. Full day shape: Daily routines.
What do I do if the internet drops mid-sale?
Stay on the till app — do not force-close it or clear app data. Finish the sale as normal; the till saves it on the device and uploads when the link returns. Pause cloud-only work (some admin screens and integrations). Full steps: Working offline.
How do I take a refund or void?
Open the till's Refund screen (or Customer Service → View Invoices in the Core App if a supervisor is looking up an older invoice). Scan or find the original sale, check the amount, and complete only when the customer and supervisor agree. Large refunds or voids often need supervisor approval — see Refund and Who can do what (permissions).
Supervisor
How do I cash up the store at end of day?
Cashiers close their own shift first on the till with End User Shift. Then open the Core App and go to Till Management → Store Cashups. Match cash, card, and other totals to the drawer; never change figures to hide a variance. Checklist: End-of-day checklist and Daily routines.
How do I reset a cashier's PIN?
In the Core App open Finance & Admin → HR Management → Employee Security, find the person, and update their security group or PIN. Set a new temporary PIN and tell them in person — never put a PIN in a ticket or chat. If the PIN keeps locking, ask the franchise admin to check the account is still active. See Who can do what (permissions).
How do I open Reports & Analytics?
In the Core App, open the Reports & Analytics sidebar group and pick the report you need. Lytning Analytics opens in a new browser tab with single-sign-on — you do not sign in again. If the tab says the session expired, return to the Core App and open the menu again. Deeper report list: Lytning Analytics.
Franchise admin
How do I add a new store?
The new store is created at the franchise level. Open System & Settings → System Configuration → Franchise Management and add the store. Enter name, TPIN, address, and contact, then save. After that, apply stock templates, create employees, activate subscriptions, and register devices. Full zero-to-trading list: Onboarding a brand-new store + new staff.
How do I turn on Smart Invoice, SAGE, or Kazang?
Only franchise admin can change integrations.
- Smart Invoice lives at System & Settings → Till & Payments → Smart Invoicing.
- Kazang lives at System & Settings → Till & Payments → Kazang Settings.
- SAGE / SAP live at Add-ons & Integrations (SAGE / SAP appear there when the add-on is enabled for your franchise).
Each store needs an active subscription and valid connection details. Map of every add-on: Integrations (third-party + paid add-ons).
Why can't staff log in (subscription or device)?
Two common blockers: the store subscription is inactive, or the till device was never registered. Check System & Settings → Billing → Subscription & Accounts and contact Support about device registration — each till device is registered to your franchise during setup; if a device won't register, contact Support. An expired subscription blocks new sign-ins; an unregistered device cannot open the till. First-aid list: Error codes → first fix and Onboarding.
Accountant / bookkeeper
How do I pull the figures for a VAT return?
Open Reports & Analytics → VAT Reports in the Core App. Pick the fiscal period your accountant or ZRA needs — confirm the period with them, do not invent the dates. The report opens in Lytning Analytics (analytics.pos.co.zm) in a new tab with single-sign-on. Use the VAT Summary card for the headline figures, and drill in for VAT-code-level detail. Export as CSV to send to your accountant. For Zambia, VAT input claims require Smart Invoice-generated receipts from 1 January 2026 — confirm the current rule with ZRA before filing. Full how-to: VAT Reports (Lytning Analytics) and ZRA Smart Invoice.
How do I reconcile a bank deposit against the till?
Open Reports & Analytics → Cash Flow Statement and pick the same date range as the bank deposit. Compare the Closing Cash figure here to the closing cash on Till Management → Store Cashups for the same day. The two should agree — any difference is usually a missed payout, a till-float change, or an unposted expense. Investigate before banking the deposit. Full how-to: Cash Flow Statement and Cash-up & finance.
How do I export for SAGE, SAP, or my own ledger?
Lyt-ning sends approved data to SAGE / SAGE 300 / SAP when the add-on is enabled for your franchise. The integration pushes sales, invoices, stock, and customer information on a schedule your franchise admin configures. For ad-hoc exports, use the Reports & Analytics → Sales Dump Export option, which downloads a CSV you can hand to your accounting tool. Note: SAGE / SAP only appear in the Core App's Add-ons & Integrations when the add-on is enabled. Never paste credentials, private keys, or connection details in a ticket or chat — your franchise admin configures the connection. Map of every add-on: Integrations.
Expected result
- You can answer the top question for your role without opening a support ticket.
- You know the menu path and which full Wiki page to open next.
Edge cases
- Your question is not here — search the Wiki, then follow Support & escalation.
- A menu item is missing — your role may lack permission; see Who can do what (permissions).
- The message on screen is unclear — try Error codes → first fix, then the full Error glossary.