Troubleshooting: Online Orders Not Reaching the Kitchen

If an online order is missing from the kitchen, first find the correct order and check both payment and restaurant acceptance.

1. Find the order Open the register's Online view for pickup and delivery. You can also read details under Online Order → Ordrar in admin and select Alla. For a running table tab, check the relevant table in the register.

Ask the guest to show their order confirmation and provide the time and amount. A cart or a chat message confirming an item was added is not a completed payment.

2. Is acceptance still pending? A paid order under Nya needs staff to select Acceptera before it goes to the kitchen, unless auto-accept is enabled. Also check whether it is a running table tab with a round that has not been sent yet.

3. Accepted but missing from KDS or the printer?

• Check internet on the kitchen display and that the correct restaurant and kitchen screen are open.
• Check destinations and kitchen routing under Bongning in admin.
• Check the relevant printer under Enheter → Skrivare, as well as its power, network and paper.
• Reload the kitchen view if it shows old information. Check with the kitchen before sending or printing again to avoid preparing the same food twice.

4. Payment or receipt unclear Check the original order before the guest pays again. A missing printout does not prove the card payment failed. Ask a manager or support when payment is approved but completion is unfinished.

5. The guest cannot order at all

• Under Online Order → Inställningar → Grundinställningar, check activation and any pause.
• Check Beställningssätt, Öppettider & tid and, for delivery, Leverans.
• Check product and menu-group online visibility if a dish is missing.
• For SMS-code problems, follow the phone-verification guide. A required verification step cannot be skipped.
• If the page reports too many attempts, follow the displayed waiting time.

Contacting support: Provide the restaurant, order number, time, amount and displayed message. Explain whether the problem concerns payment, acceptance, KDS or printing.