Recover a self-order kiosk problem
For the shift leader helping a guest. Identify the location and physical device,
what the guest saw, the order number where available, and whether payment was
attempted. Preserve the original order and payment references.
Launch is unavailable
In Staff app → Settings → Kiosk, read the launch validation. Select the
intended kiosk-enabled terminal, set the private exit PIN, and choose the
configured provider where requested. Save is separate from Launch; a saved draft
is not an active kiosk or proof that payments work. Ask the manager to resolve
missing setup rather than selecting an unrelated terminal/provider.
Check whether the message says the menu could not load or no items are available
for that order type. For loading failure, restore the connection and use Try
again. For an empty eligible menu, check saved location menus, kiosk
order-type eligibility, schedules, active products and availability. Use
Menu recovery.
Verify the same device and guest flow after repair. Do not broaden shared menu
rules merely to dismiss the empty screen.
Payment failed, timed out, or is unresolved
Read the full error, not only the Payment Failed heading. Try Again is
shown only for an error classified as retryable; it is not proof that the
provider charged nothing. If the message says a card payment is unresolved or
asks for a team member, check the original order and authorised provider records
before another charge.
Keep the original device, order, amount, provider reference and time. Use
Payment recovery and
Sync status with the manager. Do not
clear storage, reinstall, recreate the order, or take the full amount at the
counter while the original payment is uncertain.
Order at Counter Instead is a guest handoff, not a refund confirmation. Tell
counter staff about the original attempt and establish its outcome and remaining
balance before taking payment. Preserve evidence before any Start over/reset.
The receipt did not print or email
Verify the order number, payment and saved order first. A missing receipt does
not mean the order failed. Check the location's receipt options and configured
receipt printer. The Print receipt button can appear when a printer is
configured; actual connectivity and complete paper output still need checking.
For a print failure, follow Printer recovery and
reprint the existing order deliberately. Do not place another kiosk order just
to obtain a receipt. Couldn't send just now needs delivery review; use the
offered phone QR flow where appropriate. A receipt-on-its-way message is not
proof the guest received or read it. Protect the guest's order QR and email in
support captures; do not add marketing consent to repair delivery.
Staff cannot exit kiosk mode
The current app uses the welcome screen's top-left corner held for four
seconds, then the configured exit PIN. During an unpaid browsing/cart
flow, Start over removes the cart and returns to welcome; review its
confirmation first. Do not reset an uncertain paid/processing order as an exit
shortcut.
If payment is processing, wait for an established outcome or involve support. If
the PIN is wrong, use the restaurant's authorised access process. When the
screen reports too many wrong PINs, wait for the stated interval; do not guess
repeatedly, clear app data or publish the PIN in a support message.
An accepted exit can return the device to the operator interface before its
server setting catches up. Restore the connection and verify the same device's
saved kiosk state with the manager. A different Console state immediately after
an offline exit is not a reason to relaunch or delete the device.
Escalate
Provide location, device, installed app version, screen/error, order number,
provider/amount/time when relevant, current order/payment state, printer result,
and checks already done through an authorised channel. Exclude PINs, login
credentials, guest contacts, payment secrets and order-access QR contents from
public captures. Continue the restaurant's agreed counter fallback while
preserving the original records.