Fix a problem during service
Start with what you can see on the device. Check the location and the displayed
status before changing a setting or repeating an action.
| What you see | Start here |
|---|
| A printer is missing, unreachable, or stops mid-ticket | Printer problems |
| No trading day is open, or opening did not finish | Opening a trading day |
| You cannot close, or you are unsure whether closing finished | Closing a trading day |
| Counted cash differs from expected cash | Cash drawer checks |
| An order, receipt, or payment is missing from history | Order and payment lookup |
| A payment failed or its outcome is unclear | Payment problems |
| Changes are missing on another device | Connection and sync problems |
| A booking cannot use the table you expected | Reservation troubleshooting |
| A menu item is missing, sold out unexpectedly, or has incorrect choices | Menu availability and choices |
| A clock-in or clock-out is missing, pending, or rejected | Time record recovery |
| The daily closed but its report email is missing | Daily-report email recovery |
| A discount or promised benefit is missing | Offer recovery |
| A website enquiry is missing, archived by mistake, or marked as spam | Enquiry inbox recovery |
For customer-facing self-order problems, use
Kiosk recovery.
Before you repeat an action
A connection error does not always mean an action failed. Check the order,
payment, ticket, or trading-day status first. A second attempt could take
another payment, print another kitchen ticket, or duplicate a cash entry.
If several devices are affected, ask the shift leader to coordinate recovery.
Keep the restaurant's normal fallback procedure running while you investigate.
When to ask for help
Contact your manager when you lack permission, a cash or payment difference
remains, or the fix would change the restaurant's setup. Contact support when
the checks in the relevant guide do not restore service.
Provide the affected screen, device and printer names, approximate time, exact
error wording, and checks already completed. Share operational records through
your authorised support channel. Remove guest contact details, payment details,
staff PINs, and account information from screenshots you share elsewhere.
For an assistant's tool or authorisation error, use the separate
agent recovery reference.