Where does this issue occur?
Mobile app only
Main menu (top left) > Price Book > Add/Update Item or Manage Price Book or
Live sales > Merchandise sales data > Error "Oops! Sorry, there was an unexpected error."
Issue Description
When adding or managing price book items in the mobile app, the department dropdown list appears empty, even though departments are visible in the web app.
or
When trying to view the Merchandise sales or Department sales under Live sales menu from mobile app, no data shows up with an error on the top "Oops! Sorry, there was an unexpected error."
Root Cause
Department names in the web app contain:
Special characters
Leading spaces (before the department name)
Trailing spaces (after the department name)
These formatting issues prevent departments from displaying correctly in the mobile app.
Note: No special characters should be used under the department names.
Solution
Clean up department names in the web app by removing special characters and extra spaces. Once corrected, the department list will appear in the mobile app after logging out and back in.
Important: This issue can only be fixed through the web app on a computer.
Step-by-Step Instructions
Open the web app and click the user profile icon (top right corner)
Select POS Settings
Navigate to the Departments tab
Click the Filter icon in the top right corner to access department management
Review each department name and remove:
Any special characters
Spaces at the beginning of the name
Spaces at the end of the name
Click Update to save your changes
On your mobile device, log out of the app and log back in
Test by adding or managing a price book item—the department dropdown should now display correctly.