Troubleshooting Basics: Resolving Common CheddrSuite Issues

If you're experiencing issues with CheddrSuite, this guide covers the most common problems and how to resolve them quickly. For issues not covered here, our support team is available via live chat or email.

I Can't Log In to My Account

If you're having trouble logging in, try the following steps:

1. Double-check your email address and password for typos

2. Click Forgot Password on the login page to reset your password via email

3. Check your spam or junk folder if you don't see the reset email within a few minutes

4. Clear your browser cache and cookies, then try again

5. Try a different browser or open an incognito/private window

If you still can't log in after resetting your password, contact support — your account may have been deactivated or there may be an issue with your email address.

Schedules Are Not Showing for Employees

If employees report they can't see their schedules, check the following:

1. Confirm the schedule has been Published — drafts are not visible to employees

2. Verify the employee is assigned to the correct location in their profile

3. Make sure the employee's account is Active under Team settings

4. Ask the employee to log out and log back in to refresh their data

5. Confirm the employee is checking the correct date range in the schedule view

Timeclock Issues: Clock-In Not Working

If an employee is unable to clock in:

1. Check that the employee's location has timeclock enabled under Settings > Timeclock

2. Ensure the device being used is connected to the internet

3. Verify the employee has the Employee role assigned — Owner and Manager roles use a different clock-in method

4. If using a PIN-based timeclock, verify the employee has a PIN set in their profile under Team > Employee Name > Timeclock PIN

Inventory Counts Not Saving

If inventory counts disappear or won't save:

1. Check your internet connection — inventory counts require an active connection to sync

2. Ensure you're clicking Save or Submit after entering counts

3. Try refreshing the page and re-entering counts

4. If using the mobile app, check for available app updates

Integration Data Not Syncing

If your POS, payroll, or accounting integration is not syncing data:

1. Go to Settings > Integrations and check that the integration shows as Connected

2. Click Reconnect to refresh the authorization token

3. Check the last sync time — syncs typically run every 15-30 minutes

4. Verify your credentials haven't changed (e.g., password update in connected system)

5. Review the integration error log for specific error messages

Reports Showing Incorrect Data

If reports appear inaccurate:

1. Check the date range and filters applied to the report

2. Ensure all relevant locations are included if running a multi-location report

3. For sales reports, confirm the POS integration is connected and syncing

4. Refresh the page or re-generate the report

5. If data appears consistently wrong, export the report as CSV and compare with raw data from your POS

Still Need Help?

If you've tried the steps above and are still experiencing issues, please contact our support team. When reaching out, include a description of the problem, screenshots if available, and the steps you've already tried. This helps us resolve your issue as quickly as possible.