Troubleshooting synchronization issues between multiple devices

What devices need to sync

• The same shop

  All devices must be connected to the same shop.

• An internet connection

  Without internet, a device can't send its sales to the others. They stay saved on the device and go out as soon as the connection is back.

• The same app version

  All devices must run the latest version of Tunder. A version that is too old no longer syncs properly.

• A device signed in to your account

  A signed-out device no longer sends anything to the server. If your subscription has ended, the extra devices beyond the free version are also disconnected.

Check your shop's devices

1. Open the device list

   

   Close

   In the app: Settings, then Devices. In the back-office (admin.tunder.co, on a computer): Settings, then Devices.

   • Devices: the list shows every device connected to your shop. If one is missing, it isn't connected to this shop.
   • Version: the “Update” badge flags a device whose app version is behind.
   • Adding a device: this needs a Premium subscription.

2. Update the app on each device

   Open the App Store or Google Play on the device that is behind and install the latest version of Tunder.

Force a sync

1. Connect the device to the internet

   On the device whose sales are not recorded online, connect to a stable network (Wi-Fi or mobile data).

2. Pull the dashboard down

   In the app, open the Dashboard tab and pull the page down with your finger.

   • If all is well, the “Synchronization complete” notification appears.
   • If it fails: “Synchronization failed, please try again later”. Check the connection and try again.

3. After signing out, reopen the app

   If the problem started after you signed out and back in, fully close the app and reopen it once you are online.

Warning. A device left offline for a long time, or running a version that is too old, may not send its sales. Put it back online and update it without waiting.

I can't see my sales

Your catalog shows but the sales are missing? Check these points.

• Right shop

  Open your shop list (“My shops”) and check that you are in the right one, especially if several shops have similar names.

• Period filters

  In the dashboard or the exports, try a wider period. Date, device or user filters, the selected currency and a different time zone can hide sales.

• Demo mode

  In demo mode, you only see demo sales. Turn demo mode off in the settings to show your real sales.

• Right account

  Check that you are signed in with the same email address that recorded the sales (Settings, “My account”).

• Device left offline

  If the sales were made on another device, reconnect it to the internet and open the app: they sync by themselves. A device disconnected while offline does not erase its sales: it sends them as soon as it reconnects.

Still having issues?

1. Download a copy of your data

   Before contacting us, download a copy of your data from the app: Settings, “My account”, “Download my data”. This puts your sales safe.

2. Contact support

   Write to us through the chat in the app or on the website, or by email at contact@tunder.co, and describe what you see.

Frequently asked questions

See also

• The device limit has been reachedWhy you see this message, and how to free a slot, add a device or switch devices without losing your data.
• How to update the Tunder appInstall the latest version to get the newest features and fixes.
• How to download a copy of your dataDownload a full copy of your data (.zip), recommended before changing device.
• Set the date and time automaticallyTurn on automatic date and time: essential for syncing tickets and reports.