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Frequently asked questions

"The machine did not deliver for a user"​

Walk it in this order:

  1. Failed deliveries: search by ID number and read the reason.
  2. Available credit: do subsidy + top-up cover the price?
  3. The user's record: are the user and the code active? Does the code have a profile for that line?
  4. Profile: does it authorise that machine (whole operation or one by one)?
  5. Are consumption days configured in a way that blocks today?
  6. For EAS: is there quota left in the period, and has the time between deliveries elapsed?
  7. Inventory: does the slot hold product?

"A menu section is missing"​

Three possible causes:

  1. The View permission for that resource is missing: check My profile › Permissions.
  2. It is a screen of a business line you do not handle (the Movements groups, and the Dashboard, which is vending).
  3. It is a section INSSA administers (clients, controllers).

See Permissions and scope.

"The New account / New operation / New profile button is missing"​

Creating requires the permission and the level: accounts are created by global or client, operations and profiles by account level or above. If your scope is that entity, you see only your own and do not create more.

"How do I create a device or a controller?"​

Not from this panel: registering devices, controllers and licences belongs to INSSA's internal console. Here you view, edit, move, deactivate and delete them. Clients are also created by INSSA.

"Why did the user's balance reset?"​

Their profile is not cumulative: when the new period is credited, the top-up replaces the previous balance. The top-up balance (the user's own money) is never replaced. See Balances.

"How do I make a code work across several sites?"​

Raise it to account level: a code with no operation works across every operation of the account, with a single balance and a single quota. The profile needs no change —profiles belong to the account— but check that it enables the devices of the sites where it will be used. See Codes.

"Can I change an account's currency?"​

No. The currency is fixed at creation and immutable, because existing products, prices and balances depend on it.

"I moved a device and the planogram is empty"​

Expected if you moved it to another account: products belong to the previous account, so the structure is kept and products and prices are removed. Load it again from the new account's catalogue. See Devices.

"The planogram price does not match what was charged"​

Cashless vending charges the price reported by the device. The planogram price is a reference.

"How do I load 300 users?"​

With Bulk actions: pick the action, paste the rows from Excel and confirm the preview. Fingerprints are always captured with the reader.

"I need the month's consumption in Excel"​

Export: filter the period and the account and launch the export. It runs on the server and notifies you when it is ready.

"How do I offboard someone who left?"​

Deactivate the user (disables all their codes), or just the code if the badge was lost. Deleting removes the record; historical movements are kept either way.

"Who changed this?"​

Audit: filter by resource and action, then open the detail to see previous and new values.

"My integration gets 'Too many requests'"​

It exceeded its API key's rate limit. Raise the limit or space out the calls. See API Keys.

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