NeatPakPOS
Support and bugs
Write to us from this page
For anything that isn't working right. Pick "Bug report" and tell us what you saw.
Monday to Saturday, 9:00 AM–8:00 PM (PKT). Write to us from the form on this page, or email support@neatpakpos.com. Most messages are answered within one working day, sooner if the shop is stopped
Write to us from this page
For anything that isn't working right. Pick "Bug report" and tell us what you saw.
Ask about a licence
Plans, renewals, a purchase that did not activate, and the up to 2 extra shops you can add.
support@neatpakpos.com
Monday to Saturday, 9:00 AM–8:00 PM (PKT). Most messages are answered within one working day.
The app carries its own diagnostics, so you rarely need to describe a problem from memory
You can also report a bug without leaving the app: Settings → Send Feedback saves it locally with a reference number, then hands it to your email client. It stays marked "Not sent" until that hand-off actually happens, so nothing quietly disappears.
Sent straight to support@neatpakpos.com from this page. We read every message and reply to the address you give us.
Modest by design. NeatPakPOS is meant to run on the PC already sitting at the counter
| Item | Minimum | Recommended |
|---|---|---|
| Operating system | Windows 10 (64-bit) | Windows 11 |
| Display | 1280 × 720 | 1920 × 1080 at 100–125% scaling |
| Memory | 4 GB RAM | 8 GB RAM |
| Storage | 2 GB free, plus room for backups | SSD, with backups on a second drive |
| Internet | Not required | Only for updates and support |
| Barcode scanner | Optional | Any USB HID keyboard-mode scanner |
| Receipt printer | Optional | ESC/POS thermal, 58mm or 80mm |
| Cash drawer | Optional | Printer-triggered (RJ11 through the printer) |
A sensible order to learn it in, from the daily core outward
Create your NeatPakPOS account and start the trial, run the setup wizard, add a handful of products, then ring up a test sale and print a receipt. Void it afterwards to see the reversal work.
Import products from the Excel template, or use the Opening Stock screen to enter what is on the shelf with its cost. Add suppliers and receive a GRN to watch average cost recalculate.
Add your regulars, set credit limits, sell on credit and collect a payment. Print a statement of account so you can see the ledger from the customer's side.
Create a cashier account, set their PIN, and check the role permission grid so they can sell but not edit prices. Log in as them once to confirm.
Open a register with a float, record a few expenses, close the shift against the Z-report, then read the profit & loss for the week.
Create a backup, turn on the automatic schedule, and point it at a second drive or a USB stick. Then test a restore on a spare machine so you know the drill.
The scanner must be in USB HID keyboard mode. It should “type” the barcode into any text field, so test it in Notepad first. If it types there but not in NeatPakPOS, click into the POS search box so it has focus, and check the scanner is configured to send Enter after the code.
That usually means raw ESC/POS commands went to a printer driver expecting formatted text. Check Settings → Printer that the thermal printer selected is the real device and not a PDF or virtual printer, then use the test print. Confirm the paper width setting matches the roll (58mm or 80mm).
It should. Reports filter on the date the sale was recorded in your local time. If a figure looks wrong, note the invoice number and the exact date range you used and send it to support and we'll trace it against the invoice.
Wait a moment and try again. Another operation (usually a background export or backup) held the file briefly. If it persists, close and reopen the app; nothing is lost, because multi-step writes are transactional and roll back cleanly.
Accounts lock for 15 minutes after five failed attempts, and the screen counts it down. If you've forgotten the password entirely, use the forgot-password link and answer your security question, or ask a manager to reset it in Settings → User Management.
Create a backup on the old machine, install NeatPakPOS on the new one, sign in to the same NeatPakPOS account and restore the backup during first run. Signing in is what activates the new PC — there is no key to move, and nothing to buy again.
Plans are bought by in-app billing at Settings › Subscription, so the store takes the money and then tells the app the purchase succeeded. If the app was closed, offline or mid-update at that moment, the two can fall out of step. Open Settings › Subscription and use Restore purchases first — that re-reads your receipts from the store and is enough in almost every case.
If it still shows no plan, send us a message with the order or receipt number from the store and the email on your NeatPakPOS account, and we will activate it by hand. Do not buy it a second time.
Very likely. NeatPakPOS never hard-deletes: records are flagged as deleted and stay in the database. Contact support with the record and roughly when it happened, and we'll walk you through restoring it, or through rolling back to a backup if it is faster.
Send the diagnostic report from Settings → Help & Support and we'll take it from there
