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Troubleshooting QR orders not coming through or guests can't order

Troubleshooting

QR orders not coming through or guests can't order

Common reasons guests can't order via QR, QR orders don't reach the kitchen, or guests can't pay from their phone.

3 min read Updated 15 Nov 2026
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Find the message the guest sees on their phone. It usually points straight to the cause.

Messages on the guest’s phone#

Guest message Cause Fix
QR not recognized The QR was regenerated, or the table was deleted or deactivated Reprint the latest QR from Back OfficeTables & QR; check Table active
Phone ordering isn’t active yet QR ordering is turned off Turn on Guests may order via QR in Back OfficeSettingsGuest QR ordering
Outlet is closed Outside the outlet’s opening hours Check the opening hours in Back OfficeOutlets & brandsOutlets
Please order through a waiter for now The outlet’s connection is down Restore the outlet’s internet. See Tablet offline
Table not open yet The Staff opens the table first protection is on A waiter or cashier opens the table first; the guest page then opens automatically
Items just sold out or became unavailable The item is marked sold out The guest removes the item from their cart

Order sent, but it doesn’t show up in the kitchen#

  1. Check staff confirmation. With the Staff confirms first order or Staff confirms every order protection, the order waits at the cashier or waiter app with the banner “Guest QR order waiting for staff confirmation”. Tap Confirm.
  2. Check payment. With QR orders reach the kitchen only after payment, the order waits until the guest pays. The guest sees the status Waiting for payment.
  3. Check station routing. Items without a station don’t create a ticket. See Printer not printing.
  4. Check device notifications. A new QR order notification appears on the cashier tablet and waiter phones. If it doesn’t appear, check the device’s connection.

Guests can’t pay from their phone#

The guest sees Paying by phone isn’t available yet, or the pay button doesn’t appear. Check these four things:

  1. The Pay-at-Table module is on in Back OfficeSettingsModules.
  2. The Guest pays on their phone payment location is checked in Back OfficeSettingsOrder flow.
  3. QRIS or e-wallet methods are active for that outlet and linked to a payment gateway account.
  4. The gateway account shows Connected in Back OfficeSettingsPayment gateways. Tap Test connection.

Prank orders from outside the outlet#

If orders come in from empty tables:

  • Reject the order with the reason Duplicate / prank order.
  • Regenerate QR for any table whose QR photo is circulating. The old QR stops working immediately.
  • Raise the protection to Staff confirms every order or Staff opens the table first.
  • For pay-first outlets, turn on QR orders reach the kitchen only after payment.

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