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FAQ ​

Short answers to the questions support hears most. Every answer links to the full page. Can't find yours? Send us a short message and we will add it here.

Scanner, camera and barcodes ​

I pressed the scanner while it shows as connected, but nothing happens in the app ​

Check in this order: the scanner is on and charged; the device's Bluetooth shows it as Connected; the cursor is in the item identifier field on the count page (tap it). If nothing arrives, disconnect and reconnect Bluetooth and try scanning into a notes app – the scanner must behave like a keyboard. Details in Barcode scanner.

I scanned an item and got "Oops, item not in catalog" ​

The usual causes, in order: the catalog was not uploaded; the catalog is outdated and the item is missing; the item is new and not yet in the ERP; the keyboard is in Hebrew and the barcode contains English letters; the barcode in the catalog is shorter than the one on the product. From the message itself you can add the item to the catalog, if you have permission. See Catalog.

Our ERP stores barcodes partially, e.g. the first 6 characters. Will scans be recognized? ​

Yes. Turn on Shortened Barcodes in Catalog and the app looks for a match even when the catalog barcode is truncated. When there are several matches, Choose Between Multiple Catalog Matches shows a list to pick from, and Choose Closest Option for Non-Existent Identifier picks the closest one automatically. See Personalization settings.

The barcode on the product always differs from the catalog. Is there a fix without editing the catalog? ​

Yes. Barcode Transformation Rules change the scanned barcode before the lookup: strip characters from the start or end, add a prefix or suffix. The setting shows a preview of the result before saving. Converting EAN-13 to UPC-A has its own setting: Convert Barcodes to UPC-A Format. See Personalization settings.

Can I count items that have no barcode? ​

Yes. Type the item ID or name (partial is fine) in the item identifier field. With autocomplete a list of matches appears to choose from; Search by Item Name Only limits the search to the name. See The count page.

Several items share an item ID but have different barcodes – does that work? ​

Yes, that is the normal case for color and size variants. When you type an ID by hand the first item in the list is selected, so it is better to pick from autocomplete by name. The reverse – different IDs with the same barcode – is not recommended, because one scan then matches two items. See Catalog.

The scanner stops after one scan when the keyboard is hidden ​

This was fixed in version 3.19.8. Check under Management → Company Details → App version that you are on 3.19.8 or later, and if not, reload the page. In the current version, when the keyboard is hidden with Hide Keyboard, the field stays active after every scan, also after the Item Not Found in Catalog dialog, and the scanner keeps scanning. If a scan still does not arrive, tap the item identifier field once. See Barcode scanner.

How long does the scanner battery last? ​

It depends on the scanner model and your scanning pace – check your scanner's specification. Charge it the night before a big count. See Barcode scanner.

Catalog and ERP ​

Which modules work with my ERP? ​

Inventory counting works for any business: with an integration the data moves directly, and without one you upload the catalog from an Excel file and export the summary to a file. Order picking, goods receiving and returns work only with a supported ERP integration, as in the table. Equipment loans and item identification need no ERP.

SystemCountingReceiving with AIReturns & documentsPicking
Bina ERP, Priority, SAP Business One, Hashavshevet✔✔✔✔
Boss, Kod Bina - Minisoft✔✔✔–
Nesher - Tevel, Yarpa (pharmacies)✔–––
Any other system (One ERP (Kolbo), Comax and others)✔ via Excel files–––

Priority, SAP Business One and Hashavshevet connections are set up per project with the OpticCount team. Priority Zoom is not regular Priority: counting works via Excel files only. See Modules at a glance and Integrations.

Can I upload a catalog from an Excel or CSV file? ​

Yes. In Catalog upload an XLSX or CSV and you reach a column-mapping screen: name, barcode, item ID, price, color, size, model, package quantity, parent barcode, ERP balance, ERP location and more. Column order in the file does not matter.

Will you help me download the catalog file from my ERP? ​

No. OpticCount comes in from the moment you have a file, or a direct connection to a supported ERP. The list of connections is in Integrations.

I have several branches. Is the catalog shared? ​

Yes, the catalog is shared by all branches. If the file includes ERP quantity or ERP location columns, you are asked which branch the data belongs to. See Catalog.

Can I add a photo to an item? ​

Yes. In the item card click Add photo – take one with the camera or upload a JPEG, PNG, WebP or HEIC file up to 10MB. The photo appears on the count page and in item identification. See Catalog.

Do you have an API? ​

There is no open public API. There are built-in integrations (Bina ERP, Priority, SAP Business One, Hashavshevet, Boss, Kod Bina - Minisoft, Nesher - Tevel and Yarpa) and file exports in the formats of many systems. Need a dedicated connection? Contact support. See Integrations.

Counting ​

Do we have to close the store during a count? ​

Not necessarily. Stop stock movements if you can, or run a rolling count: count an area, mark the location as finished, update the ERP and move on. Count scopes help you split the catalog into parts and track progress.

Can I delete or fix a wrong scan? ​

Yes. In the scan list on the count page tap the row and choose edit quantity or delete. If Disable Add Scan After Warning Option is on, a scan that raises a warning is not added without confirmation. See The count page.

How many employees can count at once, and is there a scan limit? ​

Employees count in parallel in the same branch and everything merges in real time. The only limits are the license's Maximum Concurrent Active Users and your credit balance. Turn on Show Warning for Duplicate Scan to catch an item counted twice. See Recent Counts.

Can I run a partial or sample count? ​

Yes. Define a count scope by category, supplier, price or location, and the progress card shows how much is counted and how much is missing. In the export choose a Count Scope to get only its items.

I started a count in one branch. Can I continue it in another? ​

No. A count belongs to a branch. Start a count in the second branch, and in the export choose to merge all branches if you need a combined summary. See Recent Counts.

What are "Package quantity" and "Parent barcode"? ​

Package quantity – how many units are in a package that carries the same barcode as the item; in package mode the quantity you enter is multiplied. Parent barcode – a separate barcode for the case, with a conversion ratio to units. See Packages & parent barcodes.

How do I add a note to a scan, e.g. "Returned with a scratch"? ​

Turn on Scan notes in settings. A note button appears next to each scan row with free text. The note is saved with the scan and shows in the counts table. Available in counting, loans and borrower returns. See The count page.

How do scan fields (color, size, status) work? ​

Scan fields are pick-list fields defined for the whole account, such as status, color or size, that every counter sees in the window after each scan (not in picking or when creating an order or a returns document). The primary user or a co-manager defines up to 10 fields in the settings cog on the count page, under Manage scan fields (status, color, size...); a field can be required, or pre-selected from the item's color, size or model in the catalog. The picked value is saved on the scan and shows in the counts table and the Excel file, and in the summary you choose per field whether to merge by it. See Personalization settings.

How do I download a count summary file? ​

In Recent Counts choose a count and click Export Count Summary Data File. Choose a full Excel or an inventory-system format (SAP B1, Hashavshevet, Priority, Bina, Comax, Rivhit and more), merges and columns. You can export in the middle of a count too.

Order picking ​

How do I pick an order? ​

In Orders click Start Collection on the order's row. The count page opens in collection mode with the item list, and each scan marks what was collected. At the end click Finish Collection and you get a Collection Summary. See Order picking.

Where do orders come from? ​

From your ERP, through the integration. For example, with Bina ERP you sync orders from the Orders screen. You can also create an order by hand with New Order. Order picking works only with a supported ERP integration: Bina ERP, Priority, SAP Business One or Hashavshevet. See Orders.

How do I assign orders to employees without doing it by hand? ​

Click Auto Assign in Orders and turn on Automatically assign new orders. Under Assignment Strategy choose Equal distribution (round-robin between the pickers) or By current workload (the picker with the fewest orders gets the next one). See Orders.

An employee needs to manage orders without access to the rest of management. Possible? ​

Yes. Turn on Full order management access (manager-level for orders only) in the user's edit dialog. They create, edit and assign orders, and see only their permitted branches. See Users.

Goods receiving ​

How do I receive goods from a supplier? ​

In Goods Receiving click New Receipt, choose a supplier and scan the items on the count page. Finish Receiving moves the receipt to Awaiting verification, and stock does not change yet. An employee with verification permission opens the receipt with Verify Receipt, scans what arrived and clicks Finish verification; only then do the verified quantities go into stock. Goods receiving works only with a supported ERP integration. See Goods receiving.

What does "Receive from Document" do? ​

You upload a delivery note or tax invoice (image or PDF) and the AI extracts the lines. Click Review & Confirm, compare with the document on the Review Document Receipt screen, fix what is needed and click Confirm Receipt: the receipt goes to verification, and stock is updated only after Finish verification. There is a daily AI limit; if you reach it, continue with manual receiving. See Goods receiving.

An item on the document is not in the catalog. What happens? ​

On the review screen link the line to an existing item via Select Catalog Item. If the item does not exist, Create new catalog item opens an item dialog already filled from the line, and Create N missing items goes through every unlinked line. A supplier that does not exist yet is created from the same screen via New Supplier. See Goods receiving.

I received goods. Why did stock not change? ​

A receipt updates stock only after verification. In Goods Receiving check the status: Awaiting verification means someone still has to open the receipt with Verify Receipt, scan the goods and click Finish verification. Only the quantities scanned during verification go into stock, and a line that was not scanned adds nothing. See Goods receipt.

Returns and documents ​

How do I create a returns document? ​

In Returns click New Return and choose Customer return or Supplier return. The count page opens in document-creation mode; scan the items and click Create return document. See Returns & documents.

Can the customer or supplier sign? ​

Yes. At the end a Customer signature or Supplier signature dialog opens for a finger signature on screen. You can click Skip and leave the document unsigned. See Returns.

The customer is not in the database. Do I have to create them first? ​

No. In the customer picker you create a new customer from the same dialog, and it is saved in Customer Management for next time.

An employee does not see other employees' return documents. Why? ​

An employee sees only the returns they created. To let them see and manage every document, turn on See and manage all returns (not only their own) in Edit Worker Details. To create, edit and delete documents without orders permission they need Full returns management access (manager-level for returns only). See Users.

Equipment loans ​

How do I start a loan or a return? ​

In Borrowers click Start Loan or Start Return on the borrower's row. The count page opens in a session locked to that borrower, with a title showing the direction and a finish button. See Equipment loans.

Who can manage borrowers? ​

An employee needs Borrower management access to see the screen and start a loan, and Allow creating and deleting borrowers to add or remove borrowers. See Borrowers & loans.

How do I see what a borrower currently has? ​

Open the borrower's details in the borrowers table. A loan is recorded as a negative quantity (left the branch) and a return as positive, so the balance per item is what they still hold. See Borrowers & loans.

Credits and license ​

What uses credits? ​

All modules draw from the same credit bank, one credit per billable unit. Counting and loans are billed per scan. Picking and returns are billed per document line, not per scan – a line costs the same whether it was scanned, collected or entered by hand. Goods receiving is billed per received line. Item identification, import and export never use credits. See License & purchases.

Why does a module show a lock? ​

The module is not part of the company's license. Picking, receiving, returns and loans are paid modules; one that was not purchased stays in the menu with a lock and opens an unlock dialog named after the module (for example Unlock Order picking) with the Premium module tag. Click View plans & unlock to add it. Some modules are tagged Requires ERP integration: picking, receiving and returns work only with a supported ERP integration. See License & purchases.

How do I know how many credits are left? ​

The credit meter in the header shows credits left. When the balance is low the Your credits are running low dialog appears, and when it runs out – You're out of credits with a Top up credits button. Your data is kept even with no credits. Companies on the older license model do not see the meter. See License & purchases.

Can I buy more credits mid-term? ​

Yes. In License & Purchases add credit packages (2,000 credits per package), concurrent users, modules and scanners. A number typed in Other rounds up to a whole package. An upgrade mid-term does not move the end date, and credits are loaded right after payment. See License & purchases.

Can I pay now and start the license later? ​

Yes. On the purchase page tick I want to activate the license in the future, not immediately before paying. The term does not start until you activate it: the purchase shows as Paid, not activated, and you start it with Activate License in the Table view of Purchase History. See License & purchases.

I have a coupon code. Where do I enter it? ​

In the purchase dialog, in the Coupon Code field. A coupon can be a percentage or a fixed amount, with a usage limit, an expiry date and purchase conditions. If the code is not accepted, the message says why (expired, fully used, conditions not met). See License & purchases.

Can I try before buying? ​

Yes. A new business receives a gift of 300 credits for one month and one active user, at no cost. The purchase appears in Purchase History with the status Gift. See License & purchases.

How does the referral programme work? ​

In the side menu click Invite & earn (available to the primary user, co-managers and sub-managers) and copy your personal link with Copy link, or send it with Share on WhatsApp. A referral counts when the business signs up through the link and buys a license within 90 days; after a holding period and approval, the invited business receives 500 credits and you receive 1,500. Each business gets its credits on its next license purchase that includes at least one credit package, with up to 10 rewarded referrals per year. Your referrals are listed in a card in Company Details.

Users and permissions ​

Can I restrict who counts in which branch? ​

Yes. In Users choose the permitted branches for each user. A new branch is created blocked for employees, unless you ticked Grant Permission to All Stores when creating it.

What is the difference between Primary User, Co-Manager, Sub Manager and Employee? ​

Primary User manages the whole company, and a Co-Manager gets the same access, purchases included. A Sub Manager gets the management screens for the branches assigned to them. An Employee counts and works in the field according to the permissions ticked for them: view cost prices, add and edit items, delete items, ERP stock data, order management, returns management, managing and verifying goods receipts, borrower management and label printing. See Users.

How do I reset a password? ​

Employees and sub-managers share one password, shown in Users next to Fixed Password for Business Employees:. The Reset Password for All Employees button replaces it, and every employee then logs in again with the new password. The primary user and co-managers change their personal password while signed in, via Edit Worker Details → Reset Main User Password. A primary user who forgot the password clicks Forgot Password on the sign-in screen and receives a 6-digit code on WhatsApp; this option is open only to the primary user. See Users.

Can I update permissions for all employees at once? ​

Yes. In Users click Employee Permission Settings. In the Bulk Permissions Settings for All Employees dialog choose the permissions – cost prices, adding and editing items, deleting items, ERP stock data, label printing, order management, returns management and goods receiving management – and click Apply to All Employees. Branch access stays per employee. See Users.

Who can print barcode labels? ​

Only a user with Allow printing labels. Without it, Barcode Labels does not appear in the sidebar. See Barcode labels.

Languages and appearance ​

Which languages is the app available in? ​

Hebrew, English, Arabic and Russian. The direction (RTL or LTR) switches automatically with the language. See Language support.

How do I change the language? ​

Tap your name at the bottom of the side menu and choose Language. The choice is saved on the device (in the browser) and is remembered for the next logins; on a new device, pick the language again. The login screen has its own language picker. See Language support.

An employee sees the app in a different language than I do. Is that normal? ​

Yes. Each device can use its own language, and the data (catalog, counts) is the same in every language. See Language support.

Can I use dark mode? ​

Yes. Tap your name at the bottom of the side menu and, under Appearance, choose Dark, or System to follow the phone's setting. The default is Light, and the choice is saved on each device separately. See The main menu.