Troubleshooting Common Issues

The five most common issues, with a fix you can do in under five minutes. If your problem is not here, open a support ticket from the dashboard.

Order did not print

The kitchen printer stayed silent. The dashboard shows a new order.

Check 1 — Is the printer awake?
Look at the printer. If the light is off, plug it in or flip the power switch.

Check 2 — Is there paper?
Lift the lid. Replace the roll if empty.

Check 3 — Is the printer online?
Open Settings → Devices → Kitchen Printers. The icon next to your printer should be green. If it is grey or red:

1. Click the printer name.
2. Click Reconnect.
3. If that fails, unplug the printer from power, wait 10 seconds, plug it back in. Wait one minute. Click Reconnect again.

Check 4 — Try a test print.
Open the printer entry and click Print Test Ticket. If the test ticket prints, open the order and click Reprint.

Still nothing? A second printer (or a tablet alert) is a good backup. Open Settings → Devices to add one.

Payment was declined

A customer says their card was declined. You see no order on the dashboard.

This is correct behavior. When a card fails, we do not create the order — there is nothing to fulfill.

What to tell the customer:

• Try a different card.
• Try Apple Pay or Google Pay (these often work when typed card numbers fail).
• If you allow pay-in-person, switch to that.

If a customer insists they were charged but you see no order:

• Many issuing banks show a temporary authorization that disappears within 1 to 5 business days. The bank put a hold on the card but never collected the money.
• Ask the customer to wait 5 business days and check the actual charges (not the pending holds) on their statement.
• If a real charge appears with no order on your dashboard, contact our support with the customer's name, the order date, and the last four digits of the card. We will trace it.

Customer says items were missing

After pickup or delivery, the customer reports a missed dish.

1. Open the order. Confirm what they say is missing.
2. Decide:
3. Refund the missing item only — fairest in most cases.
4. Comp credit for the missing item plus a little extra — good for keeping the customer.
5. Send a message inside the order: "Sorry — I have refunded the [item]. It will return to your card in 3 to 5 days."

To stop this happening again:

• Add a Bag Check step in your line. Before sealing, one person reads the ticket, the other touches each item in the bag.
• Print Item Count on the kitchen ticket. Open Settings → Devices → Kitchen Printers → Ticket Format and toggle Item Count on.

Customer cannot find my ordering page

They say they searched and found nothing.

• Send them the direct link: orderfriendly.com/yourshop. Your slug shows on your dashboard. Copy from there.
• Put the link on your Google Business Profile as the Order Online link.
• Put the link in your Instagram bio.
• Print a QR code from Settings → Marketing → QR Code and stick it on your front door, tables, and to-go bags.

Most missed traffic is not a technical issue — it is a discovery issue.

Order is stuck on a status

The order has been In Progress for an hour and never moved.

• Open the order. Read the items. Decide if it really is still being made.
• If finished, mark Ready then Picked Up / Delivered.
• If lost track of, message the customer: "Sorry — what is the status of your order? We are getting it sorted right now."

If many orders are getting stuck:

• The KDS tap habit may have slipped — staff need to tap Done on every item.
• Or the kitchen is overwhelmed and you need to pause new orders (Dashboard → Pause Orders) for 15 minutes.

Delivery driver cannot find the address

For your own driver:

• Open the order, see the delivery address. Click the map to open in Google Maps for turn-by-turn.
• Use the Message Customer button on the order to text them — "I am two minutes away, where should I park?"

For a third-party fleet, the fleet usually handles this. You can still message the customer from the order.

I changed something but the customer page is not updating

Browsers cache. Have the customer:

• Pull down to refresh on mobile.
• Press Ctrl+Shift+R on a computer.

If still stale after a minute, open Settings → Cache and click Clear Public Cache.

Login is rejecting my password

• Click Forgot Password on the login page. The reset email arrives within a minute.
• Check spam if it does not show in 5 minutes.
• If your email is also locked out, contact support with your shop name and the phone number on the account.

Nothing on this page fits my problem

Open a support ticket from your dashboard. Tell us:

• What you were doing
• What you expected
• What actually happened
• A screenshot if you can

We watch tickets and reply within hours during business days.

Tips that prevent most problems

• Test print at the start of every shift.
• Confirm every order within one minute.
• Check the bag with a second pair of eyes before sealing.
• Mark every order Ready and Picked Up / Delivered in real time.
• Watch reviews daily. Patterns tell you what to fix next.