New Mexico NMS2S Retail Error Messages and Troubleshooting

Flourish's point of sale calls NMS2S to load sellable inventory, validate medical cards, complete sales, look up orders, and void tickets. When the state system rejects a call, Flourish shows you the state's own error message.

This article is a living reference. Many of the errors below should never appear in normal operation, and new ones will turn up as we all use the system. If you hit something not listed here, send it to Flourish support and we will add it.

How to tell a state error from a Flourish error

Start every troubleshooting conversation here, because it decides who can fix it.

A state error looks like this

It contains the marker [nms2s error], followed by an error code in capital letters with underscores, followed by the state's own message text. For example:

Error getting purchase limits for current order: [nms2s error] MEDICAL_CARD_LOOKUP_FAILED No data found for the given card lookup ID

The first part is Flourish telling you what it was trying to do. Everything after the marker is the state system's response, relayed to you unchanged. Flourish does not rewrite, shorten, or interpret it.

A Flourish error looks different

It has no [nms2s error] marker and no capitalized error code. It reads as a plain sentence from the application. If you are looking at a message with no marker, treat it as ours and send it to support with a screenshot. We can help resolve any unexpected issues or bugs.

Two things worth knowing

• A state error can still be our fault. A malformed request from Flourish comes back wearing a state error code. Those are called out below, and they belong with Flourish support even though they carry the marker.
• Some problems produce no error at all. The most common retail issue, product missing from the POS, is a successful response with nothing in it. See the section below.

Start with the connection check

Before troubleshooting anything specific, confirm the POS can reach the state. A connection failure produces symptoms that look like data problems, such as inventory that will not load or cards that will not validate, so checking first saves you chasing the wrong thing.

• Unauthorized means the location's authorization token is missing, expired, or invalid. This is a Flourish support item. We likely need to refresh your access token.
• "Unable to process request" means the state's own service could not be reached. Nothing on your side will fix it. Wait and retry, and we can report a prolonged outage to CCD.

Product is not showing up as available in the POS

This is the most common issue and it produces no error at all. The state system does not expose the inventory to Flourish, so the package is missing.

NMS2S only returns an inventory item to the POS when every one of the following is true. Check the following:

• It belongs to your organization and location. You must see the inventory in NMS2S.
• It is in the requested Retail or Consumption room. Product sitting in any other room is invisible to the POS.
• Its product type is designated retailable. A bulk or unpackaged type will not appear and can not move to the retail or consumption room in NMS2S.
• It has a positive available quantity.
• It has passed testing and carries a current expiration date, where its product type requires retail testing and expiration.
• It is not scheduled for destruction and has not been destroyed.
• It is not subject to an active administrative case restriction.

Work that list in order. Room assignment and product type account for most cases, particularly after migration. Shared-address licenses had inventory loaded into default rooms per activity, so retail stock may not have been moved to the sales floor room.

Medical-only items

An item flagged medical-only stays in the inventory list because it remains sellable to a medical customer. It cannot be sold to an adult-use customer, and the state independently rejects that at checkout even if it were selected.

Inventory loading errors

Medical card errors

First step: look the card up in the state portal

When a card error comes back, log into NMS2S and look the card up there before doing anything else. This is the fastest way to separate a genuine card problem from a lookup or connection problem, and it tells you whether the state can see the card at all.

If the portal finds the card and the POS does not, the problem is in the lookup rather than the card, and it is worth a screenshot to Flourish support along with the error. If the portal cannot find it either, the card itself is the issue and the customer needs to take it up with CCD.

Read the message, because the same code covers four problems

MEDICAL_CARD_LOOKUP_FAILED is returned for four unrelated conditions, and two of them are not your problem at all:

Do not re-key a card repeatedly on a DOH authorization or timeout message. The card is fine and the lookup will keep failing until the state's connection recovers.

INVALID_MEDICAL_CANNABIS_CARD_ID

The card ID was missing, blank, whitespace only, or longer than 100 characters. Re-enter it.

Card expiration does not block the lookup

The state returns patient and caregiver expiration dates but does not reject a card just because the returned expiration date has passed. Do not assume an expired date is why a lookup failed. Rely on whether the lookup succeeded, and on the authoritative validation the state performs at checkout.

Medical units run on a rolling 90 days

A successful lookup returns the patient's unit limit for the applicable 90-day period, the units used in the previous 90 days, and the remainder. Voided sales do not count against the balance; only completed dispenses do.

A successful card lookup does not guarantee the sale

The lookup is preliminary and informational. It reserves nothing. When the sale is submitted, the state performs the Department of Health lookup again and recalculates the balance, and that check is the authoritative one.

So a checkout can be rejected after a clean lookup, most often because the patient completed another purchase somewhere else in the interval. This is not a Flourish miscalculation and it is not a stale reading. Show the customer the returned error and adjust the order.

Errors when completing a sale

Read the message, not just the code

DISPENSE_FAILED is a catch-all. The state returns the same code for a missing field, an exceeded medical balance, an adult-use limit, and every checkout validation it runs. The code by itself tells you nothing. The message text is the actual error.

When you record or escalate one of these, record the full message. "DISPENSE_FAILED" alone is not enough for anyone to act on.

DISPENSE_FAILED when the order is over a limit

Medical units used exceed the patient's remaining medical units. The state's balance is authoritative and current. Reduce the order to fit the remaining balance the state reports.

Adult-Use or plant total cannot exceed the configured limit. The order exceeds an adult-use purchase limit or a plant count limit. Reduce the order.

Neither is a system fault. The state is enforcing a limit, and the fix is at the register with the customer. Flourish's validation should catch this, so please report this to Flourish support.

DISPENSE_FAILED on checkout validation

At checkout the state reloads and locks the selected inventory, then re-verifies everything the inventory list was screened on: ownership, room, license, testing and expiration, retailable type, medical-only restrictions, available quantity, whole-number quantities, case restrictions, destruction status, purchase limits, and THC calculations.

Anything can change between loading the menu and ringing the sale, so an item that appeared in the POS can still be rejected. Common causes:

• Quantity. Packaged items must be sold in whole numbers, so 1.5 packages is rejected. Deli style flower may be sold in fractions.
• Available quantity. Someone else sold the item, or it was adjusted, after the menu loaded.
• Testing or expiration. The item is no longer eligible.
• Case restriction or destruction. A state-side hold landed on the item.

Delivery, driver, vehicle, and courier validations apply only to delivery orders and usually mean a driver or vehicle record is incomplete or inactive state-side.

DISPENSE_FAILED on a missing required field

Messages such as "Customer Type is required" or "Dispense Type is required" mean a field the state requires was not supplied. If it is not something you can set at the register, send a screenshot to Flourish support.

DUPLICATE_INTERNAL_REQUEST_ID

The sale may have already gone through. The state has already processed a sale under this identifier.

Do not re-ring the order. Look it up first and confirm whether it completed. Ringing it again could double-dispense and create inventory issues. Raise a Flourish support ticket.

INVENTORY_CASE_RESTRICTION

One or more selected items is blocked from dispensing by an active administrative case restriction. The message varies with the restriction. This is a state-side hold, not a POS problem. Remove the item to complete the rest of the sale and take the restriction up with CCD.

INVALID_DISPENSE

The request Flourish sent was missing or malformed. Send this one to Flourish support. Unlike the rest of the errors here, the cause is on our side. Include a screenshot and the time.

Order lookup errors

Order lookup takes exactly one identifier: the ticket ID, the order number, or the internal request ID.

Order lookup does not require a currently active license, so you can still retrieve historical orders after a license status change.

Delivery option errors

DELIVERY_OPTIONS_FAILED covers organization not found, location not found or inactive, and general failures. The message names which.

Two things that are not errors but look like them:

• Retailer delivery allowed but not available. Delivery is permitted at the location, but it does not currently have both a driver and a vehicle on record. Add them state-side.
• A courier with no drivers or vehicles. A courier can appear in the list without usable resources. Only select a courier that has both a driver and a vehicle.

Void ticket errors

NMS2S validates the request, checks the ticket is voidable, then tries to restore the inventory. An error can come from any of those three stages.

Something is wrong with the void request

The 50-character minimum is the one your team will hit most. It is a state requirement, not a Flourish one. Train budtenders to write a factual sentence. The reason becomes part of the compliance record, so it should read like something you would be comfortable showing an inspector.

The ticket cannot be voided

Room or license problems

The inventory cannot be restored

These mean the sale is voidable but NMS2S cannot safely put the product back. They generally require manual correction in the state system.

When you hit one of these, void the sale in Flourish for your own records and correct the state-side inventory manually in NMS2S. Document what you did, because this is exactly the situation your parallel record exists for.

VOID_DISPENSE_FAILED

An unexpected error inside the state's void processing. Retry once. If it persists, it is a CCD issue.

Where to take it

Whatever the outcome, record the error code, the full message text, the ticket or order ID, and the time. State-side errors are the main evidence available when a discrepancy has to be explained later, and CCD will ask for them.