# Help & Support
Find quick answers to the most common questions, organized by topic.
***
## General
### What is space.vars.productName?
space.vars.productName is a business management portal that helps you with daily tasks like ringing up sales, browsing product catalogs, placing orders, and viewing reports. It's a web-based application, so you access it through your browser.
### What do I need to use space.vars.productName?
A modern web browser (Chrome, Edge, Firefox, or Safari), an internet connection, and login credentials provided by your company.
### Does it work on tablets and phones?
Yes. space.vars.productName is designed to work on desktops, tablets, and phones. The layout adjusts to fit your screen size.
### Why do I see different features than my coworker?
Your administrator assigns modules based on your role. A cashier sees POS features, a sales rep sees order forms, and a manager sees reports. If you think you're missing something, ask your administrator.
### Can I use space.vars.productName from home?
That depends on your company's setup. If your administrator has made it accessible externally, yes. Check with your IT team.
***
## Logging In
### I forgot my password. What do I do?
Click **Forgot Password** on the login page, enter your email, and follow the instructions in the reset email. See [Logging In](/end-user-guide/welcome/logging-in.md) for details.
### My account is locked. How do I unlock it?
Accounts can be locked after too many failed login attempts. Wait a few minutes and try again, or contact your administrator to unlock it.
### I never received my login credentials.
Contact your manager or IT team. They need to set up your account and send you an invitation.
### The SSO login isn't working.
Make sure you're connected to the internet and your company's SSO service is available. Try clearing your browser cache. If it's still not working, contact your IT team.
***
## Ordering
### How do I place an order?
Go to **Order Form** in the sidebar, select a customer, add products, choose a shipping address and method, then click **Submit**. See [Creating Orders](/end-user-guide/browsing-the-catalog/creating-orders.md) for a full walkthrough.
### Can I save an order and finish it later?
Yes! Click **Save as Draft** at any point during order creation. You can find it later in your Orders or Drafts section. See [Saving Drafts](/end-user-guide/browsing-the-catalog/saving-drafts.md).
### How do I change an order after submitting it?
If the order is still in **Pending** status, you may be able to cancel it and create a new one. Once processing has started, contact your manager for options.
### Can I reorder something I've ordered before?
Yes. Go to your order history, find the order, and click **Reorder**. See [Returns and Reorders](/end-user-guide/browsing-the-catalog/returns-and-reorders.md).
### What does each order status mean?
See the status table in [Order History](/end-user-guide/browsing-the-catalog/order-history.md).
***
## Payments (POS)
### What payment methods are accepted?
Cash, credit/debit cards, gift cards, and store credit are the most common. The exact methods available depend on your store's configuration. See [Payment Methods](/end-user-guide/pos-overview/payment-methods.md).
### A customer's card was declined. What should I do?
Stay calm and discreet. Ask the customer to try the same card again, a different card, or another payment method. See [Troubleshooting](/end-user-guide/pos-overview/troubleshooting.md) for more details.
### Can a customer pay with multiple methods?
Yes. This is called a split payment. You can apply part of the total to one method and the remainder to another. See [Payment Methods](/end-user-guide/pos-overview/payment-methods.md).
### How do I process a refund?
Use the Return function in POS. Find the original transaction, select the items being returned, and choose a refund method. See [Common Transactions](/end-user-guide/pos-overview/common-transactions.md).
***
## Shipping and Delivery
### How do I track an order?
Go to **Orders**, open the order, and look for a **Tracking Number** in the shipping section. Click it to view the tracking details on the carrier's website. See [Order History](/end-user-guide/browsing-the-catalog/order-history.md).
### Why is there no tracking number?
The order may not have shipped yet, or the shipping method may not include tracking. Check the order status for more information.
### Can I change the shipping address after submitting?
Only if the order hasn't been processed yet. Contact your manager quickly if you need to change it.
### How long does shipping take?
It depends on the shipping method you selected (Standard, Express, etc.) and the carrier. Estimated delivery times are usually shown when you select a shipping method during order creation.
***
## Returns
### How do I return a product?
Go to your order history, open the order, and click **Return**. Select the items, set the quantity, choose a reason, and submit. See [Returns and Reorders](/end-user-guide/browsing-the-catalog/returns-and-reorders.md).
### What is the return policy?
Return policies are set by your company. Check with your manager or look for policy information on the return page.
### How long does a refund take?
It depends on the refund method. Store credit is usually instant. Card refunds can take 3-10 business days to appear on the statement.
### Can I return part of an order?
Yes. When starting a return, you can select which items and how many of each to return.
***
## Account and Settings
### How do I change my password?
Go to **Settings** > **Security** or your profile page, and look for **Change Password**. See [Profile Management](/end-user-guide/profile-management.md).
### How do I switch to dark mode?
Go to **Settings** > **Appearance** and select **Dark** as your theme. See [Preferences](/end-user-guide/profile-management/preferences.md).
### How do I update my email or phone number?
Go to your profile page and edit the relevant field. Some fields may require administrator action. See [Profile Management](/end-user-guide/profile-management.md).
### Can I change the language?
If your system supports multiple languages, go to **Settings** > **Display** or **Language**. See [Preferences](/end-user-guide/profile-management/preferences.md).
***
## Technical Issues
### The page is loading slowly.
Try refreshing the page. Check your internet connection. Clear your browser cache. If the problem persists, report it to IT.
### The screen is blank or shows an error.
Try refreshing. If that doesn't work, clear your browser cache and try again. If the error continues, take a screenshot and report it to your IT team.
### I'm getting logged out unexpectedly.
Sessions expire after a period of inactivity. If it's happening too frequently, check with your IT team — there may be a session timeout setting that can be adjusted.
### Something looks different than it used to.
Your administrator may have updated the layout or configuration. The underlying features work the same way. If something is genuinely broken, report it.
***
## Still Have a Question?
If you didn't find your answer here, see [Getting Help](/end-user-guide/faq/getting-help.md) for how to contact support.
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