Merchants

When something is off

The most common questions, with what Odoo shows and what to do.

A card does not update

• Open Settings → Tieroo and check the status. A warning there names the cause: a closed or suspended account, a key in use elsewhere, a plan over its limit.
• The customer may have removed the card from the wallet. Send it again with Wallet card on the contact.
• On the free plan after a subscription ended, cards above 100 keep their last state.

The card email did not arrive

• Check the email in Odoo's outgoing mail queue (Settings → Technical → Emails, in developer mode).
• Send to existing members may have hit your mail server's daily sending limit.
• The address may be on Odoo's blacklist: automatic sending skips it. The customer can still join with the QR code.
• The customer may have no email address on the contact.

The link in the email has expired

The buttons work for 48 hours and stop once the card is on a phone. Send the card again with Wallet card.

The POS charges the list price to a level member

The register was opened before the level pricelists existed. Press Continue Selling in the back office; see Customer Levels.

The designer does not open

Odoo shows why: the account is closed or suspended, or the key was replaced. Settings → Tieroo has the details.

Odoo says the account is closed or the key no longer works

A closed account opens again within 90 days: Open the account again in Settings → Tieroo. If the key is in use in another Odoo database or company, or was cleared, write to support.

Still stuck? Write to support@tieroo.com with your company name and what Odoo shows.