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Troubleshooting

The messages you are most likely to meet, and what each one actually means.

Signing in

  • "Chef access only" / "Manager access only" — right password, wrong screen. Each sign-in page accepts one role only, so go back to the Restaurant Portal and click the matching button under Team Sign In.
  • "invalid credentials" on a team login — usually the Restaurant URL field, not the password. Copy it from the portal Dashboard and check for typos.
  • A team member forgot their password — reset it yourself with the ✏️ button on the Staff page. There is no self-service reset for team accounts.
  • Signed out unexpectedly — sessions expire after a while, and the app returns to its sign-in page by itself. Sign in again.

Creating team accounts

  • "account name already taken" — that username already exists in your restaurant. Choose another one.
  • The account name is rejected — only letters, numbers and underscores are allowed. Replace hyphens, spaces and dots with _.
  • The password is rejected — it must be at least 8 characters.

Ordering & the kitchen

  • Customers see "This restaurant is currently unavailable" — your service isn't running. Open Services and start a trial or subscribe.
  • QR codes stopped working — the Restaurant URL was changed. Download and reprint the codes from the Tables and Take Away pages.
  • A dish is missing from the customer menu — its Available tick is off, or the item belongs to no category. Check it on the Menu page.
  • A dish vanished from the kitchen board — another chef claimed it, or the manager cancelled it. The board is shared and updates live.
  • An order never completes — some dish hasn't been marked served yet. Open the order in the portal to see which one, and either serve it or cancel it.

Payments

  • Customers can't pay online — check that a Stripe account is connected and valid on the Receive Account page, and that Pay on Order is on in Settings.
  • The Pay on Order switch won't move — you have no valid connected Stripe account yet. See Set your receiving account.
  • An order the customer started never arrived — with Pay on Order on, orders that were never paid are dropped and never reach the kitchen. Ask the customer to order again.
  • A red banner about a failed payment — that's your own subscription, not a customer payment. See If a payment fails.

Still stuck?

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