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Frequently Asked Questions

Data & Syncing​

How often does my data update?​

Every 15 minutes while the StorePulse agent is running on your back office computer. When you open the dashboard, you are typically seeing data that is at most 15 minutes old.

Why is today's data incomplete?​

Data syncs throughout the day as transactions happen. However, some data points -- particularly hourly productivity metrics (idle time, operator time, etc.) -- are only fully available after the ENCOR system consolidates at end of day. If you are looking at today's hourly chart and it seems incomplete, check back after the store closes for the full picture.

Why don't my numbers match the ENCOR Store Balance Report exactly?​

There can be small differences due to:

  • Timing: The StorePulse agent syncs every 15 minutes. If the ENCOR report was run at a different moment, the snapshot may differ slightly for the current day.
  • Rounding: Minor rounding differences between how ENCOR and StorePulse aggregate decimal amounts.
  • Data source: StorePulse pulls from multiple ENCOR tables and cross-references them for accuracy. The Store Balance Report may use a slightly different calculation path internally.

For completed days (not today), the numbers should be very close. If you notice a significant discrepancy, open a support ticket and we will investigate.

Can I access data from before I installed StorePulse?​

Yes. When the StorePulse agent is first set up, it performs an initial sync that goes back as far as your ENCOR system retains data. Some ENCOR instances keep data for years, while others may only retain 30-90 days of historical data. The agent pulls whatever is available.

What happens if my internet goes down?​

The StorePulse agent includes a local queue. If the agent cannot reach the cloud (internet outage, server maintenance, etc.), it stores the data locally on your back office computer. When connectivity is restored, the queued data is automatically sent. No data is lost.

How far back can I see data?​

This depends on your plan:

  • Basic: Last 30 days
  • Pro: Last 365 days
  • Enterprise: Unlimited

These limits apply to the dashboard view. Older data beyond your plan's retention period is cleaned up (with a 7-day grace period after plan changes).

Dashboard​

What do the green and red arrows on the KPI cards mean?​

The arrows show trend comparisons. Each KPI compares the selected period to the equivalent previous period:

  • Green arrow up: The metric increased
  • Red arrow down: The metric decreased
  • The percentage change is shown next to the arrow

For example, if you select "Last 7 Days," the arrow compares this week to the week before.

Can I customize which KPIs appear on the dashboard?​

Currently, the Overview dashboard shows a fixed set of 9 KPI cards. We are considering customizable dashboards for a future release.

Why does the hourly chart look different for today vs yesterday?​

Today's hourly data comes from real-time ENCOR data that updates every 15 minutes. Historical data comes from the consolidated FrontOff productivity tables, which include more detail. You may notice that today's data fills in progressively throughout the day.

Stores & Access​

How do I add another store?​

If you are on the Basic plan, you are limited to 1 store. Upgrade to Pro (up to 5 stores) or Enterprise (unlimited) to add more locations.

Once on the right plan, adding a store involves:

  1. Setting up the StorePulse agent on the new store's back office computer
  2. Registering the store in the dashboard (contact support for setup assistance)

Can I limit which stores a team member can see?​

Yes. From the Team Management page, you can assign users to specific stores. They will only see data for their assigned locations.

What does "Maintenance Mode" mean?​

Occasionally, the StorePulse team may put a store into maintenance mode for updates. When this happens, you will see an amber banner at the top of the dashboard saying "Update in progress." Your data is still being collected -- the banner simply indicates that some features may be temporarily limited.

Agent & Connectivity​

How do I know if the agent is running?​

The agent runs as a Windows service on your back office computer. You can check its status by looking at the last sync time shown on the dashboard under your store's sync status. If the last sync was within the last 15-20 minutes, the agent is working normally.

The dashboard says "Last sync: hours ago" -- what should I do?​

This usually means the agent has stopped running or lost connectivity. Common causes:

  1. The back office computer was restarted and the agent service did not start automatically
  2. Internet connectivity was lost
  3. The ENCOR SQL Server is unreachable

Contact your IT support or open a support ticket for assistance troubleshooting.

Does the agent affect my POS performance?​

No. The agent uses read-only queries with NOLOCK hints, which means it does not create locks or slow down your ENCOR point-of-sale system. It uses minimal system resources and runs in the background.

Billing & Plans​

What happens when I upgrade?​

The upgrade takes effect immediately. You gain access to additional stores and extended data history right away. You are charged a prorated amount for the rest of your current billing cycle.

What happens when I downgrade?​

The downgrade takes effect at the end of your current billing cycle. After it takes effect, data older than your new plan's retention limit enters a 7-day grace period. If you upgrade again within those 7 days, your data is preserved.

How do I cancel my subscription?​

Go to Account > Billing > Manage Subscription to access the Stripe portal, where you can cancel. Your access continues until the end of the current billing period. After cancellation, the agent on your back office computer will stop syncing data.

Troubleshooting​

I see "$0" for a metric that should have data​

This can happen if:

  • The selected date range does not include days where the store was open
  • The store's agent has not yet synced data for the selected period
  • The store was closed (holiday, inventory day, etc.)

Try changing the date range or checking a different store.

A page is not loading or shows an error​

  1. Refresh the page -- This resolves most temporary issues.
  2. Clear your browser cache -- If you recently updated StorePulse, your browser may be using a stale cached version.
  3. Try a different browser -- This helps determine if the issue is browser-specific.
  4. If the problem persists, open a support ticket with a screenshot of the error.

I forgot my password​

On the login page, click Forgot Password? and enter your email. You will receive a reset link. If you do not receive it within a few minutes, check your spam folder.