Troubleshooting

Quick answers to common questions. If your problem is not here, open a support ticket.

Guests and the QR Menu

A guest scans the code and sees a not-found page

Check these in order:

1. The table is Active on the Tables page.
2. The restaurant's URL Slug in Settings has not changed since the code was printed. If it has, reprint the code.
3. At least one menu item is Active. A menu with no active items cannot open.

Guests can see the menu but cannot add items

• Online Ordering is off in Settings. Turn it on. If the switch says Plan locked, your plan does not include ordering.
• Your restaurant has reached its monthly order limit. See Plans and Limits.

An item is missing from the guest menu

• Its status is Draft or Archived. Set it to Active.
• It has no category. Assign one.
• It shows Sold out: tick Available on the item.

The guest menu does not show my new colors

Menu appearance is a plan feature. If the page shows a lock, your plan does not include it. Otherwise ask the guest to refresh the menu page.

Orders

A new order did not appear on Live Orders

Give the board a moment, or reload the page. Then check the Orders page and search for the guest's name or phone.

I cannot cancel or edit an order

• The order is Completed or Cancelled. Finished orders cannot change.
• The order is on an invoice. Void the invoice first, then edit or cancel the order. See Invoices.

I cannot close a session

Every order in the session must be Completed or Cancelled first. The close window tells you how many are still open.

Billing

An order does not appear when I create an invoice

Only Completed orders that are not already on an invoice are listed. Complete the order first, or check whether it is on another invoice.

The invoice total is not the sum of the orders

Under the Once per rate per invoice rounding policy, tax is rounded once for the whole invoice. The total can differ from the sum of the orders by one smallest coin per tax rate. The invoice is the correct document. See Tax Classes.

I cannot void an invoice

Money is still recorded against it. Void mistaken payment entries or refund money that was received until Paid (net) is zero, then void the invoice. See Payments and Refunds.

I cannot record a payment

The Record payment button appears only on invoices that are Issued and not yet fully paid. Check the badges at the top of the invoice.

Menu Setup

I cannot delete a category

It still has active menu items. Move them to another category or set them to Draft or Archived first.

I cannot delete a tax class

Menu items use it, or past orders were taxed with it. Edit the class and untick Active instead.

A price will not save

Use the decimals your currency allows: two for INR, USD, GBP, EUR, and AED, three for KWD, and none for JPY.

Team and Account

My teammate's invitation link does not work

• It expired after 7 days. Resend it from the Members page.
• They signed in with a different email. They must sign out and sign in with the invited address.
• It was cancelled. Send a new invitation.

A teammate cannot see the Settings or Members pages

Those pages are for owners and admins. Change their role on the Members page. See Team Access.

The times on my orders look wrong

Every time follows the restaurant's timezone, not your device. Check Timezone in Settings.

I did not receive the sign-in email

Check your spam folder and confirm the email address is spelled correctly. Then request the link again. You can also sign in with Google or GitHub if the account uses the same email.