Arkansas’ marijuana industry is experiencing troubling large-scale problems with the Biotrack system that’s supposed to accurately track marijuana inventory for growers and cultivators.

“I don’t believe there is a perfect software solution in existence right now,” said Robert DeBin, president and CEO of the White Hall-based cultivator Natural State Medicinals. “That being said, it’s the No. 1 thing that keeps me up at night. … It’s been mentioned that things disappear, I’ve witnessed it with my own eyes, groups of things disappearing and reappearing as a different product.”

“If it’s down and it’s not working, then that is a glitch in the process, and we want to make sure that the citizens of this state who have these [medical marijuana patient ID] cards are given the best possible service,” said Sen. Linda Chesterfield, vice chairwoman of the Arkansas Legislative Council’s Medical Marijuana Oversight Subcommittee. 

Robbin Rahman, executive director of Harvest Cannabis Dispensary in Conway, says the system has a “very steep learning curve” and a thin margin of error. He added that the company’s “almost non-existent” tech support makes it near-impossible to complete sales when a problem arises.

Scott Hardin, spokesman for the state Department of Finance and Administration, insists the Alcoholic Beverage Control Division is aware of the software problems and setbacks the medical-marijuana permit holders have faced.

“We take seriously any impediment to the successful operation of our permitted growers and sellers throughout the state. As a result, there have been several occasions in which we have contacted Biotrack to assist in the resolution of issues,” said Hardin. “When a concern is brought to our attention, we document it and do everything we can within our authority to provide support.”

Members of the Arkansas Cannabis Industry Association echoed the complaints about the Biotrack system and that the company was unresponsive to providers’ needs. Others had complaints but acknowledged there was likely no perfect solution.