Skip to main content

Metrc Troubleshooting

Solutions for common Metrc integration and compliance sync issues.

Connection Issues​

"Invalid Credentials" Error​

Symptoms: Can't connect to Metrc, authentication failed message, API key rejected.

Solutions:

  1. Verify API Keys — Go to Configuration > API Integrations > Metrc and check both the Software API Key and User API Key. Keys are case-sensitive.
  2. Generate New Keys — Log into the Metrc portal, go to the API Keys section, generate a new user key, and update it in GreenPOS.
  3. Check License — Verify your license number is correct and active in Metrc.

"Connection Timeout"​

Symptoms: Sync takes too long or times out.

Solutions:

  1. Check Metrc Status — Metrc may be down for maintenance. Try again in 30 minutes.
  2. Check Your Internet — Verify your connection is working.

Sync Issues​

Packages Not Syncing​

Symptoms: New packages not appearing in GreenPOS, quantities out of date.

Solutions:

  1. Manual Sync — Go to the Metrc integration page and trigger a manual sync.
  2. Check Package Status — The package may be inactive in Metrc or not yet at your facility.
  3. Review Sync Logs — Check Configuration > API Integrations > Metrc for error messages.

Sales Not Reporting to Metrc​

Symptoms: "Failed to Report" count increasing on the Compliance Dashboard, sales stuck in pending.

Solutions:

  1. View Failed Sales — Go to Compliance > Compliance Dashboard to see failed reports and their error messages.
  2. Common Errors:
ErrorCauseSolution
"Package not found"Tag mismatchSync packages first
"Insufficient quantity"Metrc qty is lower than POSReconcile inventory
"Invalid customer"Customer data issueUpdate customer info
"Rate limit"Too many API requestsWait and retry
  1. Retry Failed Sales — Click the Retry button on each failed entry, or wait for the automatic retry.

Quantity Mismatches​

POS vs Metrc Difference​

Symptoms: Compliance Dashboard shows "Out of Compliance" count, package quantities don't match.

Solutions:

  1. Identify Mismatches — Go to Inventory > Packages and look for quantity discrepancies.
  2. Determine Cause — Was a recent sale not synced yet? Does a manual adjustment need to be made?
  3. Reconcile — If POS is correct, sync again. If Metrc is correct, adjust in POS with a note explaining the reason.

Inbound Transfer Issues​

Transfer Not Showing​

Symptoms: Vendor shipped product but it's not visible in the Inbound Check-In page.

Solutions:

  1. Fetch from Metrc — Go to Inventory > Inbound Check-In and click Fetch from Metrc to pull the latest transfers.
  2. Check Transfer Status in Metrc — Log into Metrc directly and verify the transfer status and destination facility.
  3. Contact Sender — Verify the manifest number and that the transfer was completed on their end.

Common Error Codes​

CodeMeaningSolution
401UnauthorizedCheck API keys
403ForbiddenCheck license and permissions
404Not FoundPackage or item doesn't exist in Metrc
429Rate LimitedWait 15 minutes and retry
500Server ErrorMetrc issue — retry later

Best Practices​

  1. Check the Compliance Dashboard daily — Monitor the compliance tiles for failed reports and mismatches.
  2. Resolve failures quickly — Don't let failed Metrc reports accumulate.
  3. Keep API keys current — Update before they expire.
  4. Document adjustments — Always add notes when making manual inventory adjustments for the audit trail.

Next Steps​