Marijuana Software Knowledge Base

Your resource for guides, FAQs, and support articles

Frequently Asked Questions

Frequently Asked Questions
This FAQ section provides quick answers to common questions about Marijuana Software. Click a question to expand and see the answer.
1.
All my products have disappeared from my Products page!! On the Products page, click the two plus signs and scroll to Deep Refresh (the drop down menu will appear cut off but you can scroll down) - your products will reappear
2.
My reports are blank! Logout and login again. The software has timed out (20min timeout)
3.
How do I open a Support ticket with Marijuana Software? In Marijuana Software click on the tab for Help in the top right corner. Search our Knowledge Base for answers to common questions or Select the option for Submit a Ticket and complete the form with as many details as possible for efficient results. You can also email us at sales@marijuanasoftwarellc.com
4.
How do I open a support ticket with Star Micronics? Star Micronics Support Technical
5.
How do I open a Support ticket with Metrc? Email support@metrc.com, call 877-566-6506, or use the live chat feature directly within the Metrc system for faster assistance.
6.
How do I open a Support ticket with Zebra? Call: 877-275-9327
7.
How much does Blackleaf.io Text messaging marketing app cost and how do I set it up? There is a one-time $100 setup fee, then it is $0.05 per text sent. To get started, email your EIN letter to sales@marijuanasoftwarellc.com
8.
Which payment processors are you integrated with and how do I get them set up at my shop? We can refer you to J&J Merchant Services for GreenCard or Green.Money. We also have integrations with PayRio and CanPay. We will send you an email introduction and you will work directly with them to set up your account.
9.
Is there a fee for Online Ordering on my free website through you? Yes, $1 per order; it will appear on your next month's invoice. This applies only to the "We Grow With You" $35/mo. plan.
10.
I'm trying to import packages from Metrc but nothing is appearing
  • Make sure you have the correct license number.
  • Ensure your Metrc API key has Sales Manager/Admin permissions.
  • Accept the transfer in Metrc before importing.
11.
There is a package that is active in Metrc but not in the POS, how do I get it to import? Try pasting the entire batch number for the package into the Metrc Imports page to search for it. It should appear for you to import.
12.
When I try to upload sales to Metrc I get an error saying I am not authorized Something is wrong with your API key with Metrc. Log into Metrc and double check your permissions—you need "Manager" permissions for Sales and Admin. You may also need to generate a new API key for yourself and paste it into Marijuana Software (either at the employee level or the Facility level, depending on your setup). If none of this works, you will need to open a support ticket with Metrc.
13.
I did an adjustment and now I see a duplicate product. What happened? This can happen when an adjustment is done in a different unit than the product is being sold in. Undo your adjustment, and then redo it in the same UoM it is being sold in. Then archive the duplicate product in the POS only (not Metrc).
14.
When do I enter a positive number or a negative number to adjust a package? Enter a positive number to increase the quantity of a package, or a negative number to decrease the quantity.
15.
How do I archive a Trade Sample? From the Products page, click the Archive button next to the product, select the bubble to archive and finish in Metrc, and select the "Trade Sample" reason in the drop‑down menu. If this is being given to an employee, enter their OLCC number in the note field.
16.
My Metrc Sales Reconciliation report isn't running, how do I get it to work? Using the Metrc Sales Reconciliation report, select the red Reset Metrc Sales button to void and refresh all sales. If it still won't load, check Metrc directly for the daily sales number and compare it to the OMMPOS sales number in Marijuana Software. You can also access the Metrc Discrepancy Report and select the green refresh circle in the Metrc column.
17.
My Metrc qty isn't updating on my Products Page Use the Quick or Deep Refresh options, or click the Metrc quantity directly for that item and it will update.
18.
My Metrc qty isn't updating, even after I refresh There may be an issue with your batch number. On the Products page, click the arrow next to the batch number, then click on the Metrc package number under "click to edit package details." If it disappears, it isn't synced; if it stays, it is. If it disappears, copy and paste the current batch number into a separate document, then delete it from the package details. Retype just the last five digits and a corresponding batch number will auto‑populate; select and save. If you get more than one option, verify the correct batch in Metrc directly.
19.
Why is my personal cell phone number on my customer receipts? Change the number on your receipts by going to Main Menu > Edit Account > General Information > Edit. Update the phone number in the Contact Phone # field to the shop number instead.
20.
Can I edit my customer receipts? The only fields you can edit are in the Facility details under the General Information tab. To have more freedom with editing receipts, you will need to set up PromoPRNT with a Star Micronics printer. Article 129
21.
When I ring up a single item, the price is correct, but if I increase the quantity the prices do not calculate correctly From the Products page, find the product and click the batch number. Select "Edit" under the inventory jar on the right side of the pop‑up. In the Jar Details, delete the price and save. Then go back in, retype the price and save again. If this doesn't fix the problem, double check to ensure you don't have a price tier attached to this product.
22.
I got an "unexpected error" when trying to upload a sale to Metrc Check the customer info. Are they archived? Is their card expired? If this is a recreational sale, change the expiration date to one year out, then upload the sale. Then change the customer's card expiration back to the original date.
23.
How do I undo a refund? Void the sale. If a refund was accidentally doubled, find one of them and click the details link next to it, then click Edit Order and void the sale. It will void the refund.
24.
I need to cancel my account. What do I do? Fill out the following information and email it to support@marijuanasoftwarellc.com:
  • Name of Business
  • METRC LIC # (Include your FULL license number)
  • Name of person requesting cancellation
  • Confirmation email address
  • Requested cancellation date
  • Reason for cancellation
25.
Do you offer trial periods before we sign on? If I sign on and don't use it right away, am I still being charged? No, we do not offer trial periods. You will be charged the monthly $35 fee until you begin actively using Marijuana Software, at which point the bill will increase based on the number of items sold.
26.
What size labels are your full and half page? Avery standard address or mailing labels: 3 columns, 10 rows, 30 labels per page. Size: 1 × 2‑5/8 inches.
✅ That's all for now!