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Version: 1.x

DB02002: Record Not Found

What This Means​

The requested record does not exist in the local database. The POS tried to access a product, customer, order, or other record that isn't stored locally.

Common Causes​

  • Not yet synced — Data hasn't been downloaded yet
  • Deleted on server — Record was removed in WooCommerce
  • Sync not complete — Initial sync is still running
  • Filter applied — Record excluded by active filters

How to Fix​

1. Wait for Sync​

If recently started:

  • Wait for initial sync to complete
  • Check sync progress indicator
  • The record should appear once synced

2. Refresh/Re-sync​

Trigger a data refresh:

  • Use the refresh/sync button () - short press for sync
  • Avoid the long press Clear and Refresh option here — it empties the whole list on this device, including open carts that were never saved; see step 5 first
  • Pull latest data from server
  • Wait for completion

3. Check WooCommerce​

Verify the record exists on the server:

  • Log into WordPress Admin
  • Check Products, Orders, or Customers
  • Confirm the item still exists

4. Check Filters​

The record might be filtered out:

  • Review active filters in the POS
  • Check category filters
  • Verify visibility settings

5. Clear and Re-sync​

Check for unsaved work first

Clearing local data or reinstalling the app deletes anything on this device that hasn't reached your store — including sales taken while offline, open carts, and edits that didn't save. Before you clear anything, open Store health → Database and check nothing is listed as held or as never having reached your server, then Store health → Logs for 0 stuck records and 0 changes waiting to send; then finish or note every open cart. If your WCPOS has no Store health page, update WCPOS first, then check. If anything is listed or waiting, or you can't check, don't clear — ask your store owner or contact support.

Only if sync stays stuck, and only after the check above:

  1. Clear local data
  2. Login again
  3. Complete a fresh sync

Common Scenarios​

  • Product not showing: Check if it's published and visible
  • Customer not found: May not have been synced yet
  • Order missing: Could be outside the sync date range