Frequently Asked Questions

MaltPOS is a comprehensive Point of Sale system designed specifically for businesses in East Africa. It's suitable for:

• Retail shops and boutiques
• Supermarkets and grocery stores
• Pharmacies and drug stores
• Takeaway restaurants and food businesses
• Hardware stores and building material suppliers
• Small to medium-sized businesses across various industries

Our system is built with local business needs in mind, supporting multiple languages, local currencies, and regional payment methods.

MaltPOS stands out through several key features designed for the East African market:

• Localized for East Africa: Built specifically for businesses in Uganda, Kenya, Tanzania, and surrounding regions
• Industry-Specific Solutions: Tailored features for pharmacies (expiry tracking), supermarkets (scale integration), hardware stores (measurement sales), etc.
• Offline Capability: Continue working even during internet outages
• Local Support: 24/7 support from our teams in Kampala, Nairobi, and Dar es Salaam
• Affordable Pricing: Competitive pricing with flexible plans for businesses of all sizes
• Mobile Money Integration: Seamless integration with local mobile money services

No technical skills are required! MaltPOS is designed to be user-friendly for business owners and staff with no technical background.

• Intuitive Interface: Simple, clean design that's easy to learn
• Step-by-Step Setup: Guided setup process with clear instructions
• Comprehensive Training: Free video tutorials and documentation
• Onboarding Support: Our team provides free setup assistance for all new customers
• Ongoing Training: Regular webinars and training sessions for new features

Most businesses become comfortable with the system within 1-2 days of regular use.

Yes! MaltPOS is a cloud-based system that works across multiple devices:

• Desktop Computers: Windows, macOS, or Linux with any modern browser
• Tablets: iPad, Android tablets, or Windows tablets
• Smartphones: iOS and Android devices
• POS Hardware: Compatible with various POS terminals and touchscreen displays

Key benefits of multi-device access:

• Access your business data from anywhere with internet
• Use different devices for different roles (tablet for floor sales, computer for management)
• Real-time sync across all devices
• Mobile app for checking business performance on the go

The number of devices you can use simultaneously depends on your subscription plan.

Yes, we take data security extremely seriously. Here's how we protect your business information:

• Bank-Level Encryption: All data is encrypted using 256-bit SSL encryption
• Secure Data Centers: Data stored in secure, redundant data centers with 24/7 monitoring
• Regular Backups: Automatic daily backups with 30-day retention
• Access Controls: Role-based permissions to control who sees what data
• Compliance: Built to comply with data protection regulations
• Two-Factor Authentication: Optional extra security layer for account access

Additional security features:

• Audit trails tracking all system activity
• IP address restriction options
• Session timeouts for inactive users
• Regular security audits and updates

We never share your business data with third parties without your explicit permission.

Setup time varies depending on your business size and needs:

• Basic Setup (1-2 hours): For small businesses with simple inventory
  • Account creation and basic configuration
  • Adding up to 50 products
  • Setting up payment methods
  • Basic staff accounts
• Standard Setup (2-4 hours): For medium businesses
  • Importing larger inventory (up to 1000 items)
  • Configuring categories and departments
  • Setting up customer database
  • Advanced reporting setup
• Advanced Setup (1-2 days): For large businesses or complex needs
  • Multi-location setup
  • Advanced inventory configurations
  • Integration with existing systems
  • Custom reporting requirements

We provide:

• Free setup assistance for all plans
• Step-by-step video guides
• Template imports for quick setup
• Dedicated onboarding specialist for Business plans

MaltPOS works with a wide range of hardware. Here's what you need:

Minimum Requirements:

• Device: Any computer, tablet, or smartphone with internet access
• Internet: Broadband connection (can work offline temporarily)
• Browser: Latest version of Chrome, Firefox, Safari, or Edge

Recommended Hardware Packages:

• Basic Package: Tablet + receipt printer + cash drawer
• Standard Package: Touchscreen POS terminal + barcode scanner + receipt printer + cash drawer
• Complete Package: Full POS system with customer display, kitchen printer (for restaurants), etc.

Specialized Hardware:

• For supermarkets: Digital scales, high-speed barcode scanners
• For restaurants: Kitchen display systems, order printers
• For hardware stores: Measurement tools, label printers

We offer complete hardware packages and can recommend compatible hardware based on your business type and budget.

Yes! We make data migration easy with multiple import options:

Supported Import Formats:

• Excel/CSV Files: Import from spreadsheets (most common)
• QuickBooks: Direct import from QuickBooks files
• Other POS Systems: Migration from popular POS systems
• Manual Entry: Easy manual entry interface

What You Can Import:

• Product names, descriptions, and SKUs
• Pricing information (cost, selling price)
• Inventory quantities and locations
• Product categories and attributes
• Supplier information
• Customer database

Our Import Assistance:

• Free template files for easy data preparation
• Step-by-step import guides
• Data validation to catch errors before import
• Free data cleaning assistance for Business plan customers

We recommend starting with a small test import to verify the format, then proceeding with your full inventory.

Yes! MaltPOS has robust offline capabilities, which is essential in areas with unreliable internet:

What Works Offline:

• Sales Transactions: Process sales, accept payments, print receipts
• Inventory Updates: Track inventory changes in real-time
• Customer Management: Access customer database and loyalty programs
• Basic Reporting: View sales data and basic reports
• Product Lookup: Search products and check prices

How Offline Mode Works:

• Automatic Detection: System automatically switches to offline mode when internet is lost
• Local Storage: All data is stored locally on your device
• Automatic Sync: When internet returns, all offline data automatically syncs to the cloud
• No Data Loss: All transactions are preserved and sync when reconnected

Offline Limitations:

• Email receipts cannot be sent until online
• Credit card processing requires internet
• Some advanced reports may be delayed
• Real-time multi-location sync pauses

We recommend having a backup internet source (like mobile hotspot) for extended outages, but you can continue business operations normally during short disruptions.

MaltPOS supports all major payment methods used in East Africa:

Local Mobile Money:

• Uganda: MTN Mobile Money, Airtel Money, M-Pesa (coming soon)
• Kenya: M-Pesa, Airtel Money, T-Kash
• Tanzania: M-Pesa, Tigo Pesa, Airtel Money, Halotel Pesa
• Rwanda: MTN Mobile Money, Airtel Money

Card Payments:

• Visa, MasterCard, American Express
• Local bank cards (Interswitch, etc.)
• Contactless payments (NFC)
• Card terminal integration

Other Payment Methods:

• Cash transactions
• Bank transfers
• Credit accounts for regular customers
• Split payments (multiple methods per transaction)

All payment methods are integrated directly into the POS system, with automatic reconciliation and detailed reporting for each payment type.

Yes! MaltPOS includes comprehensive inventory management features:

Core Inventory Features:

• Real-time Tracking: Live inventory updates with each sale
• Low Stock Alerts: Automatic notifications when items run low
• Batch Tracking: Track products by batch numbers (essential for pharmacies)
• Expiry Date Management: Alerts for products nearing expiration
• Barcode Generation: Create and print custom barcodes

Advanced Inventory Capabilities:

• Multi-location Inventory: Track stock across multiple stores or warehouses
• Purchase Orders: Create and manage supplier orders
• Stock Transfers: Move inventory between locations
• Serial Number Tracking: Track individual high-value items
• Matrix Inventory: Handle products with multiple variants (size, color, etc.)

Industry-Specific Inventory:

• Pharmacy: Expiry tracking, prescription management
• Supermarket: Scale integration, perishable goods tracking
• Hardware Store: Measurement-based sales (by meter, liter, etc.)
• Restaurant: Recipe costing, ingredient tracking

Yes, MaltPOS provides comprehensive reporting and analytics to help you understand your business performance:

Sales Reports:

• Daily/Weekly/Monthly Sales: Track revenue over time
• Top Selling Products: Identify your best performers
• Sales by Employee: Track staff performance
• Sales by Payment Method: Analyze payment preferences
• Customer Sales Analysis: Identify your best customers

Inventory Reports:

• Stock Level Reports: Current inventory status
• Stock Movement Reports: Incoming and outgoing inventory
• Expiry Reports: Products nearing expiration
• Re-order Reports: Items needing restocking
• Wastage Reports: Track and reduce product waste

Business Analytics:

• Profit Margin Analysis: Track profitability by product/category
• Customer Behavior Insights: Purchase patterns and preferences
• Trend Analysis: Identify seasonal trends and patterns
• Comparative Reports: Compare performance across periods/locations

Export Options:

• PDF Export: Professional formatted reports
• Excel/CSV Export: For further analysis
• Email Reports: Scheduled automatic report delivery
• Dashboard Views: Real-time visual dashboards

MaltPOS offers flexible pricing plans to suit businesses of all sizes:

Starter Plan - UGX 50,000/month:

• Up to 2 registers/users
• Basic inventory management
• Sales reporting
• Email support
• Mobile money integration
• Perfect for small shops and startups

Business Plan - UGX 100,000/month:

• Up to 5 registers/users
• Advanced inventory with expiry tracking
• Customer management (loyalty programs)
• Multi-location support
• Priority phone and email support
• Advanced reporting and analytics
• Ideal for growing businesses

Enterprise Plan - Custom Pricing:

• Unlimited registers/users
• Full inventory suite with batch tracking
• Custom integrations and API access
• Dedicated account manager
• 24/7 priority support
• Custom reporting and dashboards
• White-label options available
• For chains, supermarkets, and large retailers

All plans include: Free setup assistance, regular updates, security features, and offline capability. Annual billing saves 15% compared to monthly payments.

Yes! We offer a 14-day free trial with full access to all features of the Business plan:

What's included in the free trial:

• Full Feature Access: Try all Business plan features for 14 days
• No Credit Card Required: Sign up without payment details
• Free Setup Assistance: Our team helps you get started
• Training Materials: Access to all tutorials and guides
• Support Included: Email and chat support during trial

How the trial works:

• Day 1-7: Setup and familiarization period
• Day 8-12: Full business operations testing
• Day 13-14: Evaluation and decision period
• Day 15: Choose a plan or your account converts to free tier

After the trial:

• No Automatic Charges: We don't charge you automatically
• Data Preservation: All your data is saved if you choose a paid plan
• Downgrade Option: You can continue with the free Starter plan
• Export Options: You can export your data if you decide not to continue

To start your free trial, simply visit our website and sign up. No commitments, no hidden fees.

We accept all major payment methods for your convenience:

Mobile Money Payments:

• Uganda: MTN Mobile Money, Airtel Money
• Kenya: M-Pesa, Airtel Money
• Tanzania: M-Pesa, Tigo Pesa, Airtel Money
• Automatic Payments: Set up recurring mobile money payments

Bank Payments:

• Bank Transfer: Direct bank transfers (manual or standing order)
• Online Banking: Secure online banking payments
• Corporate Billing: Monthly invoicing for larger businesses

Card Payments:

• Visa, MasterCard, American Express
• Recurring card payments (auto-renewal)
• Secure payment gateway with encryption

Payment Terms:

• Monthly Billing: Payments due at the beginning of each month
• Annual Billing: Pay once per year (save 15%)
• Grace Period: 7-day grace period for payments
• No Hidden Fees: Transparent pricing with no setup fees

You can change your payment method at any time through your account settings. All payments are secure and encrypted.

We provide comprehensive technical support to ensure your business runs smoothly:

Support Channels:

• Phone Support: Direct phone lines in Uganda, Kenya, and Tanzania
• Email Support: support@maltpos.com with 24-hour response time
• Live Chat: Instant chat support during business hours
• WhatsApp Support: Quick support via WhatsApp (+256 700 123 456)
• Ticketing System: For complex issues requiring tracking

Support Hours:

• Business Hours (All Plans): 8:00 AM - 6:00 PM local time, Monday-Saturday
• Extended Hours (Business Plan): 7:00 AM - 8:00 PM local time
• 24/7 Support (Enterprise Plan): Round-the-clock support for critical issues
• Emergency Support: Available for system outages affecting operations

Types of Support Provided:

• Setup Assistance: Help with initial configuration and setup
• Troubleshooting: Resolve technical issues and errors
• Training Support: Help with using system features
• Hardware Support: Assistance with compatible hardware setup
• Data Issues: Help with data import/export and corrections
• Integration Support: Assistance with third-party integrations

Self-Service Resources:

• Help Center: Comprehensive documentation and guides
• Video Tutorials: Step-by-step video instructions
• Knowledge Base: Searchable database of common issues
• Community Forum: Connect with other MaltPOS users
• Webinars: Regular training sessions on new features

MaltPOS is designed to handle internet outages gracefully, ensuring your business continues to operate:

Offline Mode Features:

• Automatic Switch: System detects loss of connection and switches to offline mode automatically
• Local Data Storage: All transactions are saved locally on your device
• Full POS Functions: Process sales, accept payments (cash/mobile money if already configured), print receipts
• Inventory Management: Track stock levels locally
• Customer Lookup: Access existing customer database
• Basic Reporting: View local transaction history

Sync Process:

• Automatic Sync: When internet returns, system automatically syncs all offline data
• Conflict Resolution: Smart conflict resolution if multiple devices made changes
• Data Integrity: Checks ensure no data loss or duplication
• Progress Tracking: Visual indicator shows sync progress
• Manual Sync Option: You can manually trigger sync if needed

Duration Limitations:

• Short Outages (0-24 hours): Full functionality with automatic sync
• Medium Outages (24-72 hours): Full functionality, manual sync recommended when back online
• Extended Outages (3+ days): Contact support for extended offline operation guidance
• Storage Capacity: Local storage supports thousands of transactions

Recommended Preparations:

• Backup Internet: Consider mobile hotspot as backup
• Regular Backups: System automatically backs up data daily
• Local Printing: Ensure receipt printers work without internet
• Cash Management: Plan for cash-only operations during extended outages

We recommend testing offline functionality during setup so you're prepared for any connectivity issues.

Managing staff users in MaltPOS is simple and secure:

Adding New Staff:

• Access Settings: Go to Settings > Staff Management
• Add User: Click "Add Staff Member" button
• Enter Details: Provide name, email, and phone number
• Set Permissions: Choose from predefined roles or create custom permissions
• Send Invitation: Staff receives email/SMS invitation to set up their account
• Training Mode: New users can start in training mode with guided tutorials

User Roles and Permissions:

• Admin/Owner: Full system access, billing, all settings
• Manager: Sales reports, inventory management, staff oversight (no billing)
• Cashier: Process sales, handle returns, basic customer lookup
• Stock Clerk: Inventory management only (receiving, counting, adjustments)
• View Only: Can view reports but make no changes
• Custom Roles: Create tailored permission sets for specific needs

Removing Staff:

• Deactivate vs Delete: Deactivate immediately, data remains; delete removes after 30 days
• Access Revocation: Immediate access removal upon deactivation
• Data Reassignment: Option to reassign their open transactions to other staff
• Audit Trail: Full record of their activities preserved
• Reactivation: Deactivated users can be reactivated within 90 days

Best Practices:

• Use unique login credentials for each staff member
• Regularly review and update permissions
• Enable two-factor authentication for admin accounts
• Set password expiration policies for security
• Monitor login activity for unusual patterns

The number of staff users you can add depends on your subscription plan. You can upgrade at any time to add more users.

Yes, you can cancel your MaltPOS subscription at any time with no long-term commitments:

Cancellation Process:

• Self-Service Cancellation: Cancel anytime from your account settings
• No Cancellation Fees: We don't charge any fees for cancellation
• Immediate or End of Period: Choose to cancel immediately or at end of billing period
• Confirmation Required: We ask for confirmation to prevent accidental cancellation
• Exit Survey: Optional feedback to help us improve

What Happens After Cancellation:

• Service Continuation: If you cancel mid-period, service continues until period ends
• Data Retention: Your data is retained for 90 days after cancellation
• Read-Only Access: You can access your data in read-only mode during retention period
• Data Export: Full data export available in multiple formats (CSV, Excel, PDF)
• No Automatic Deletion: We don't automatically delete your data after cancellation

Reactivation:

• Easy Reactivation: Reactivate your account within 90 days with all data intact
• Same Pricing: Reactivate at your previous plan's pricing (if within 30 days)
• Quick Setup: System ready immediately upon reactivation
• Support Available: Our team can help with reactivation process

Before You Cancel:

• Export Your Data: We recommend exporting a backup before cancellation
• Consider Downgrading: Maybe a lower-tier plan better suits your needs
• Contact Support: Let us know if you're having issues - we might be able to help
• Check Contract: Enterprise plans may have specific terms

We believe in earning your business every month. If MaltPOS isn't meeting your needs, we understand and make cancellation straightforward.

Changing your MaltPOS plan is easy and can be done at any time:

Upgrading Your Plan:

• Immediate Access: New features available immediately upon upgrade
• Prorated Billing: Only pay for the remainder of your billing cycle at new rate
• Seamless Transition: No data loss or system interruption
• Automatic User Limit Increase: Additional users can be added immediately
• Support Upgrade: Enhanced support available immediately
• One-Click Upgrade: Process completed in account settings

Downgrading Your Plan:

• Effective Next Cycle: Downgrades take effect at start of next billing period
• Feature Review: System checks if you're using features not in new plan
• Data Preservation: All your data is preserved
• User Limit Adjustment: If you have more users than new plan allows, you'll need to deactivate some
• Confirmation Required: System confirms you understand feature limitations
• Credit for Unused Time: No credits for downgrades mid-cycle

Plan Change Considerations:

• Feature Compatibility: Check that new plan has features you need
• User Count: Ensure new plan supports your number of users
• Data Limits: Some plans have data storage or transaction limits
• Integration Changes: Some integrations may be plan-specific
• Support Level: Support hours and channels may change

How to Change Plans:

• Account Settings: Navigate to Billing > Change Plan
• Plan Comparison: View detailed comparison of all plans
• Select New Plan: Choose your desired plan
• Review Changes: System shows what will change
• Confirm: Confirm the change with one click
• Receive Confirmation: Email confirmation with details of change

If you need help choosing the right plan or have questions about plan changes, our support team is happy to assist.