Skip to main content

Troubleshooting FAQ

Common issues and how to resolve them.

Login Issues​

I can't log in​

Try these steps:

  1. Check credentials: Verify email and password
  2. Reset password: Use "Forgot Password" link
  3. Clear browser cache: Remove cookies
  4. Try different browser: Rule out browser issues
  5. Check account status: Contact support if locked

I forgot my password​

  1. Go to login page
  2. Click "Forgot Password"
  3. Enter your email
  4. Check inbox (and spam)
  5. Click reset link
  6. Create new password

MFA code not working​

  • Ensure device time is correct (TOTP is time-based)
  • Use the latest code (they refresh every 30 seconds)
  • Try backup codes if available
  • Contact support for MFA reset

Sync Issues​

Inventory isn't syncing​

  1. Check connection: Settings > Integrations > Status
  2. View errors: Check sync logs
  3. Manual sync: Try triggering manual sync
  4. Verify credentials: Re-enter API keys
  5. Contact support: If issue persists

Sync is slow​

Possible causes:

  • Large data volume
  • API rate limits
  • Network latency

Solutions:

  • Run syncs during off-peak hours
  • Reduce sync frequency
  • Check for duplicate products

Products missing after sync​

  1. Verify product exists in source (Dutchie)
  2. Check category mapping
  3. Review sync logs for errors
  4. Run full sync (not incremental)

Order Issues​

Order not submitting​

Check:

  • All required fields completed
  • Delivery date is valid
  • Items have sufficient inventory
  • Network connection is stable

Order status not updating​

  1. Refresh the page
  2. Check for notifications
  3. Contact the other party
  4. Review order history

Can't cancel an order​

Orders can't be cancelled if:

  • Already shipped
  • In preparing status (contact wholesaler)
  • Delivered

Contact the wholesaler directly for assistance.

Inventory Issues​

Inventory numbers don't match​

  1. Run reconciliation report
  2. Compare ReUp vs. POS
  3. Identify discrepancies
  4. Make adjustments with reason codes
  5. Document findings

Missing inventory​

Steps to investigate:

  1. Check adjustment history
  2. Review recent orders
  3. Look for transfers
  4. Perform physical count
  5. Make correction if needed

Duplicate products​

  1. Identify duplicates (search by name/SKU)
  2. Determine which is correct
  3. Merge or delete duplicate
  4. Update any affected orders

Performance Issues​

Page loading slowly​

Try:

  • Clear browser cache
  • Disable browser extensions
  • Check internet connection
  • Use recommended browser (Chrome)
  • Reduce date range in reports

Reports timing out​

For large reports:

  • Narrow date range
  • Reduce filters
  • Export smaller chunks
  • Schedule during off-hours
  • Contact support for large exports

App becomes unresponsive​

  1. Refresh the page
  2. Clear browser cache
  3. Log out and back in
  4. Try different browser
  5. Check if issue is widespread (status page)

Compliance Issues​

METRC sync errors​

Common errors and fixes:

ErrorFix
Invalid packageVerify tag in METRC
Insufficient quantityRun reconciliation
Invalid itemCheck category mapping
Rate limitedWait and retry

Missing METRC transfers​

  1. Check ReUp transfer status
  2. Verify METRC connection
  3. Review error logs
  4. Manually create in METRC if needed
  5. Document discrepancy

Getting More Help​

When to contact support​

Contact support when:

  • Issue persists after troubleshooting
  • Data loss or security concern
  • System-wide outage
  • Billing issues
  • Feature requests

How to contact support​

  • Email: support@reup.com
  • Phone: 1-800-REUP-HELP
  • Chat: In-app help icon
  • Priority: Enterprise customers

What to include in support request​

Helpful information:

  • Description of issue
  • Steps to reproduce
  • Screenshots if applicable
  • Browser and device info
  • Time issue occurred
  • Error messages