These are the problems riders and offices using Irsaal Milk Shop Software report most, with the exact message you will see and what to do. Most of them come from six places: a rider who has no working login, a round that was not dispatched, a customer with no assigned rider, the delivery location check, a plan add-on or module switched off, and a role that lacks a button.
Rider app problems
The rider cannot sign in
- "Invalid credentials." The email or password is wrong. The app signs in with the Login Email and Password from Management → Riders, not a PIN. Press Edit on the rider to set a new password.
- The rider was never given a real email. If Login Email was left blank, the software made up an address the rider does not know. Set a real one on Edit.
- "Account is deactivated." The rider is inactive, or was deleted (deleting a rider disables their login). Tick Active and Enable rider portal login on the rider and save.
- "This company's subscription is not active. Contact your office." The shop's trial or subscription has lapsed. See Irsaal free trial, subscription and renewal explained.
- "The Rider mobile app is not part of your … plan. Ask your office to upgrade." The plan has no Rider mobile app add-on (every plan). Nothing the rider recorded is lost, and the web Rider Portal works meanwhile.
- Wrong product chosen. The sign-in screen asks WHICH ROUND DO YOU WORK? and must be Milk Shop. If a milk rider chose another product, the app corrects itself ("Your account is a milk shop — opening the milk round.").
The app is stuck on "What the app needs" or says location is required
The app only opens once location is allowed and the phone's location (GPS) is on. Press Allow all. If it says the phone's location is off, turn it on. If Location shows Blocked, Android will not ask again: open the app's settings, then Permissions → Location, and allow it. Every milk rider needs this: the office's live map follows the rider and doors are marked at the customer's door. See Irsaal Rider app for milk riders: complete guide.
The rider sees "No round yet" or an empty round
The shop has not dispatched the rider for this date and shift: "The shop has not issued you any milk today. Pull down to check again." The office presses Dispatch on Rider Dispatch (Rider Dispatch, no delivery and live tracking in Irsaal milk). A round shows only the customers whose Assigned Rider is this rider and who are due that day.
A customer is missing from the rider's round
The customer has no Assigned Rider, or a different one, is inactive, takes no milk for that shift, or today is not one of their Delivery Days. A round that has already gone out keeps the list it went out with: cancel it with the red cross on Rider Dispatch (only while the rider has not handed it over) and dispatch again.
"Not at the door yet"
The customer's door is pinned and Live Tracking → Delivery check is Strict. The app says "You are … from …'s door. A delivery can only be marked within … m of the door." Walk to the door and mark it there. If the pin was set from the wrong place, ask the rider to pin it again from the real door (Location → Pin it). To relax it, raise Counts as "at the door" within (metres) or choose Record only (Live Tracking for milk riders: map, location proof and Delivery check). A customer whose door is not pinned can always be marked, and marks that were saved with no signal are never refused when they sync.
"A fake location app is switched on" or "Turn on location to mark … delivered"
The phone reports a mock location, or no location at all. Turn off any fake-GPS app and the phone's Mock location developer option, or switch the phone's location on, then mark the door again. A rider on an app older than version 2.10 sends no location and is refused at pinned doors under Strict: install the current app.
The rider cannot see the New customer button
New Customer is off on Settings → Modules → Rider (it is off by default), the app is older than 2.13.0, or the round has already been handed over. See Can a rider add a customer in the Irsaal milk app? Riders and permissions.
"Only N L left on the van" or "This round did not carry that milk."
On a new-customer entry the rider tried to hand over more milk than the round was loaded with, or a kind of milk the round did not carry. Lower the litres, or ask the office to load more on Rider Dispatch.
"The office has this customer now. Ring them to change it."
The office has already corrected or decided the rider's new-customer entry, so the rider cannot remove or change it any more. The office changes it on the round in Rider Ledger or on Customers → Added by Riders.
"Submit for approval" says "No signal"
Handing the round over needs a connection. Marks, payments and new-customer entries stay saved on the phone until it is sent, so nothing is lost: try again where there is signal.
The rider cannot change an expense they logged
By design. Once logged only the office can change or delete an expense, until it approves the round.
Office problems
"The … stock for this date isn't entered yet."
There is no Daily Milk Stock sheet for that date and shift. Press Enter it now and save the stock (Daily Milk Stock in Irsaal milk shop software). At the counter the message is "Enter the milk stock before selling … at the counter."
POS refuses a sale
Common messages: "Only … L of … is available for local sale." (more milk than the sheet leaves for the counter), "Only … of … is in stock." (a product not on the Store shelf: move it across with Inventory → Transfer), "Set a sale price for … before selling it.", and "Set up at least one kind of milk in Settings → Rates before selling at the counter." See Counter POS and sale returns in Irsaal milk shop software.
The Approve button is missing on a round
Your role lacks Approve / Send Back Ledger, or the round is not Pending Approval ("Only a submitted day can be approved."). If two people press it, the second sees "This round is no longer waiting for approval — it has already been approved or sent back." If online money was corrected onto the round, "This round now has online money on it. Choose the bank account it goes to, then approve again." See Rider Ledger in Irsaal milk software: approve a rider's round.
The Rider Ledger says milk is unaccounted for
Litres distributed plus litres returned (good and spoiled) do not add up to the litres issued. Correct the doors or the spoiled figure under Correct milk & loose cash until the difference is zero.
Dates or shifts are a day out at night
The panel decides "today" and the shift from the shop's Time Zone on Settings → Milk Shop Info (Asia/Karachi unless changed) and Evening Shift Starts At on Currency & Region. Check both.
I raised the price but customers are still billed the old one
A rate change only sets the price for new subscribers. Move existing ones with Update Customer Rates (Milk types and rates per litre in Irsaal milk software).
A menu item shows a padlock, or opens "… is not part of your … plan."
The plan does not include that add-on. Open My Account → Upgrade Plan (Irsaal pricing: plans for water and LPG delivery software). Milk add-ons include the counter POS, dispatch and rider settlement, accounts, expenses, reports, employees and payroll, production, live tracking, the activity log, loyalty, branches and the rider app. Nothing is lost while it is locked.
A menu item is missing altogether
Either your role does not have View on it, or its module is switched off on Settings → Modules (POS, Manufacturing & Production, Multi-Branch, Loyalty Program), or it is reserved for the administrator (Settings, Roles, Milk Types & Rates, Branches, WhatsApp). See Users, roles and permissions in Irsaal milk shop software.
"You do not have permission to access this module."
The role lacks the right on that module or button. The administrator ticks it under Admin → Roles (Users, roles and permissions in Irsaal milk shop software).
The panel says the account is closed or the trial ended
The trial or subscription has lapsed. The My Account pages stay open so you can pay; the rest of the panel opens again once the plan is active. See Irsaal free trial, subscription and renewal explained.
I typed the panel address and got "Not Found"
A milk shop opens at its own /milk address after signing in. A water, LPG or transport login opening a milk page gets a 404, because each product has its own panel.
I cannot delete something
The software keeps records that have history: a customer with ledger lines ("Cannot delete a customer with ledger history. Deactivate instead."), a milk type in use ("Subscribers still take this milk…"), a product with stock movements ("This item has stock history and cannot be deleted. Mark it inactive instead."), an account with transactions ("Cannot delete … Deactivate it instead."), an employee who was paid ("Terminate instead."), a branch with users, a role with users. Make it inactive instead, or terminate.
WhatsApp messages are not going out
Check Send WhatsApp messages and the message's own switch, the customer's phone number, the template's approval status and the month's allowance (WhatsApp messages and receipt printing in Irsaal milk shop software).
The receipt does not print on the thermal printer
Check that the Print Agent window is open on the PC the printer is connected to, that Print Mode is Print Agent 2.0, and that Test Print works. Otherwise use Through the browser (WhatsApp messages and receipt printing in Irsaal milk shop software).
An import is rejected
The preview names the row and the problem ("Row 7: …"). Fix the file and upload again. The same file cannot be imported twice (Import customers, products and stock from Excel, and restore a backup, in Irsaal milk).
Who do I ask for help?
Irsaal support: WhatsApp +92 345 6703860 or info@irsaalsystems.com. See How to contact Irsaal sales and support.
Frequently asked questions
Why can't my milk rider sign in to the app?
The most common causes are a wrong email or password, no real Login Email on the Riders screen, an inactive rider, no Rider mobile app on the plan, or a lapsed subscription. Details are at the top of this guide.
Why does the app say "Not at the door yet"?
The customer's door is pinned and the shop uses the Strict delivery check: the rider must be within about 100 m of the pin. Walk to the door, or ask the office to relax Delivery check.
Why is a customer missing from my rider's round?
They have no Assigned Rider, are inactive, take no milk that shift, or are not due that day; or the round was dispatched before they were added.
Why can't I approve a round?
Your role lacks Approve / Send Back Ledger, or the rider has not handed the round over yet.
Why are my dates wrong after midnight?
Check the shop's Time Zone on Settings → Milk Shop Info. The panel uses the shop's clock, not the server's.
Khulasa (Roman Urdu)
Sab se aam masail: rider app mein sign-in na hona (ghalat email/password, "Riders" screen par asli "Login Email" na hona, rider inactive, ya plan mein "Rider mobile app" na hona), rider ko "No round yet" dikhna (office ne "Rider Dispatch" se round nahi bheja), customer ka round mein na aana (usko "Assigned Rider" nahi diya), aur "Not at the door yet" (customer ka darwaza pin hai aur rider door se door hai; Live Tracking ka "Delivery check" Strict hai). Office ke masail: Daily Milk Stock ki sheet na hona, approve ka button na milna (role mein "Approve / Send Back Ledger" nahi), menu par padlock (plan mein add-on nahi), aur raat ko tareekh ka farq (Settings mein "Time Zone" dekhein). Jis record ki history ho use delete nahi kar sakte, sirf inactive ya terminate.