Troubleshooting Common Issues
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This article covers the most common issues encountered in Takumo Pro and how to resolve them. If your issue is not listed here, contact support via the help widget.
Booking Won't Submit
Symptom | Likely Cause | Resolution |
Submit button greyed out | Required fields not completed | Check all required fields — look for red error indicators on each step |
Error message on submission | Carrier API connection issue | Check carrier connection in Carrier Configurations. Test connection and reconnect if needed. |
Booking submits but no label prints | Printer offline | Check printer connection in Hardware Settings. Reprint from booking actions menu once printer is back online. |
Duplicate booking warning | A booking already exists for this guest and destination | Check Active Bookings for the existing booking before creating a new one. |
Carrier Connection Errors
If you see a carrier connection error when submitting a booking:
● Go to Carrier Configurations and click Test Connection for the affected carrier
● If the test fails, check that your API credentials have not expired — carrier APIs occasionally require credential renewal
● Contact your Yamato, Sagawa, or Japan Post account representative to verify your API access is active
● Contact Takumo support if the issue persists — we can assist with carrier API troubleshooting
Guest QR Code Not Scanning
If the guest's Takumo Lite QR code does not scan at the front desk:
● Ensure the QR code scanner app or the SATO printer's built-in scanner is working — test with another barcode
● Ask the guest to increase screen brightness on their phone
● Ask the guest to show the QR code from their email confirmation rather than the Wallet pass
● Search for the booking manually by guest name or email address
PMS Data Not Auto-Filling
If guest data is not populating from your PMS:
● Check the PMS connection in PMS Configurations — test the connection
● Confirm the guest is checked in under the name you are searching
● Some PMS systems have a sync delay of up to 5 minutes — wait and retry
● Enter guest data manually for the immediate booking and contact Takumo support to investigate the PMS connection
Dashboard Not Loading
If the Takumo Pro dashboard is not loading:
● Check your internet connection
● Try a different browser — Chrome, Firefox, and Edge are fully supported
● Clear your browser cache and cookies and reload
● Check takumo.jp for any service status notifications
● Contact support if the issue affects multiple staff members — this may indicate a service incident
Session Timeout
Takumo Pro sessions timeout after 60 minutes of inactivity for security. If you are mid-booking when the session expires, the booking data is not lost — it is saved as a draft. Log back in, go to Bookings → Drafts, and your in-progress booking will be there to continue.
Error Code Reference
Error Code | Meaning | Action |
ERR-CAR-001 | Yamato API connection failed | Check Yamato credentials in Carrier Configurations |
ERR-CAR-002 | Sagawa API connection failed | Check Sagawa credentials in Carrier Configurations |
ERR-CAR-003 | Japan Post API connection failed | Check Japan Post credentials in Carrier Configurations |
ERR-CAR-004 | DHL API connection failed | Check DHL API key in Carrier Configurations |
ERR-PMS-001 | PMS connection failed | Test PMS connection in PMS Configurations |
ERR-PRN-001 | Printer not found | Check printer IP address in Hardware Settings |
ERR-PRN-002 | Print job failed | Check printer paper and connection. Retry print from booking actions. |
ERR-ARCH-001 | Archive retrieval limit reached | Monthly free retrievals exhausted. Contact billing to discuss plan or overage. |
ERR-AUTH-001 | Session expired | Log in again. In-progress booking saved as draft. |