Question 1

I can't sign in to the console

Accepted Answer

The kitchen console has its own sign-in page at /staff-login. The customer login won't get you there. Go to /staff-login and use the email your manager added. If you've never signed in, sign up at /auth first with that same email, then ask your manager to add you as staff. Use Forgot password on the login page if the password isn't working — check your spam folder for the reset email. If you sign in and get sent to the homepage instead of the console, your account isn't linked to the restaurant yet. Ask your manager to add you in Manage → Staff.

Question 2

The tablet keeps logging out

Accepted Answer

Private/incognito mode and 'clear data on exit' settings wipe the session. Use a normal browser window, add the console to the tablet's home screen, and leave it signed in.

Question 3

New orders aren't showing up

Accepted Answer

The board updates live over the internet. If it goes quiet, it's nearly always the connection or a sleeping tablet. Check the tablet's wifi and reload the page. Keep the console tab in the foreground — background tabs can be suspended by the tablet. Turn off screen timeout so the device stays awake during service. Still nothing after a reload? Tell your manager so they can check the order alerts settings.

Question 4

There's no sound or vibration for new orders

Accepted Answer

Sound needs notification permission on that device plus the toggle switched on by your manager. Reload the console and tap Allow when the browser asks about notifications. Turn the tablet's volume up and take it off silent. Ask your manager to check sound, vibration and quiet hours in Manage → Push notifications.

Question 5

What do the order tabs mean?

Accepted Answer

Orders move left to right: New (just placed, needs confirming) → Confirmed (accepted, not started) → In kitchen (being made) → Ready (waiting for pickup or driver) → Completed. Move an order on as soon as the real-world step happens — customers see the same status, and prep-time averages come from these timings.

Question 6

I moved an order to the wrong status

Accepted Answer

Move it back to the correct column. The customer sees the corrected status on their tracking page. Every change is logged, so just fix it and carry on — don't create a duplicate order.

Question 7

Is this order already paid?

Accepted Answer

Card orders show Paid on the ticket — take nothing at the counter. Orders marked as in-person payment must be collected when the guest arrives; mark them paid in the console once you've taken the money.

Question 8

A customer wants to cancel

Accepted Answer

Before the kitchen starts, a cancellation refunds the card automatically. Once prep has started, the guest gets store credit instead — so don't promise a card refund after you've begun cooking. Open the order and use Cancel / respond to the cancellation request. If you can't process it, leave the request pending and tell your manager — owners have extra options.

Question 9

No driver is coming for a delivery order

Accepted Answer

Delivery orders need to be dispatched from the order screen; they don't dispatch themselves. Open the delivery order and press Dispatch to request a driver. Press Refresh to pull the latest driver status if it looks stuck. If dispatch errors out, tell your manager — it's usually the delivery credentials, not something you can fix on the tablet.

Question 10

An Uber Eats / Favor / Postmates order looks different

Accepted Answer

Marketplace orders arrive automatically and are labelled with the platform. Work them like any other ticket, but don't try to take payment or dispatch a driver — the marketplace handles both.

Question 11

What is a table order?

Accepted Answer

If your restaurant prints QR codes for the tables, guests scan and order from their seat. Those tickets are labelled dine-in and show the table number, so run the food out instead of calling a name. If a ticket has no table number but says dine-in, the guest scanned the general code — ask them where they're sitting when you hand it over.

Question 12

The order didn't come through on our till

Accepted Answer

When the POS is connected, online orders are pushed to the till automatically. A till outage never blocks a customer's order — the ticket is still here in the console. Work the order from the console as normal and tell your manager, who can re-send it to the POS once the till is back.

Question 13

We're out of an item — can I hide it?

Accepted Answer

If you have menu access, toggle the item to unavailable in the menu screen and it disappears from ordering straight away. That's the only menu change staff can make — prices, names and categories are owner-only. If your restaurant syncs with a POS, marking it sold out on the till can also hide it here automatically.

Question 14

A price or add-on is wrong on a ticket

Accepted Answer

Prices and add-ons come from the saved menu, so the ticket reflects what the customer was charged. Honour the ticket for that order and ask the owner to correct the menu so it doesn't happen again.

Question 15

A guest says they were asked for a review

Accepted Answer

After you mark an order completed, the guest may get one automatic review request by email or text. Only guests with a completed order can review, and the owner can hide or reply to reviews — nothing for you to do on the tablet.

Question 16

The tablet is asking for a PIN

Accepted Answer

The console is unlocked once for the restaurant, then each person taps in with their own 4–6 digit PIN so tickets, clock times and table changes are recorded under their name. PINs are personal — never use someone else's. If yours doesn't work, ask a manager to set a new one in Manage → Team; nobody can look your old one up. Tap your name (or Switch user) and type your PIN. Press Clock in when you start, and Break when you step away. Press Clock out at the end of your shift — a missed clock-out has to be corrected by a manager.

Question 17

Using the host console (/floor)

Accepted Answer

The host console shows the live table map for your location. Colours tell you the state of every table: open, reserved, seated, ordered, food out, check dropped, needs cleaning, or out of service. It updates in real time on every device, so two hosts never double-seat a table. Reservations and the waitlist sit beside the map, including anything guests booked online from the website. Open /floor on the host tablet and unlock with your PIN (you need the front desk, server or manager role). Seat a party: tap an open table, enter the party size, pick the server, then Seat. Seating from the waitlist or a reservation links the guest automatically. Move the table along as service goes: Ordered → Food out → Check dropped. When the party leaves, tap Needs cleaning, then Open once the table is bussed — this is what keeps wait quotes accurate. Waitlist: add walk-ins with name, phone and party size; press Notify when their table is ready, then Seat or No-show. Reservations: mark guests Arrived when they walk in and Seated when you put them at a table. Cancellations and no-shows should be marked too, so the log and the quotes stay right.

Question 18

A table or reservation isn't showing on the floor screen

Accepted Answer

The map only shows active tables from the layout the owner built in Manage → Floor. If a table is missing, it hasn't been added or it's marked inactive — a manager has to fix that. If the screen looks frozen, the tablet has probably lost its connection: pull to refresh, and check the Wi-Fi. Actions you take while offline are not saved. Refresh the page and confirm you're on the right location. Ask a manager to check the table exists and is Active in Manage → Floor → Layout. If online reservations aren't coming through, the owner needs to enable them in Manage → Floor → Dine-in settings.

Question 19

Do I need to do anything so my orders count as mine?

Accepted Answer

Just stay tapped in under your own PIN. Accepting a ticket, changing a status, seating a table and clocking in are all recorded with your name and show in the owner's activity log — that's how tips, timesheets and 'who took this order' questions get answered.

Question 20

The first-login wizard (passkey and location approval)

Accepted Answer

The first time you sign in after accepting your invite, a short wizard walks you through setting up a passkey (your device's fingerprint/face/PIN unlock) and, if your location requires it, approving location access so the console can confirm you're on-site to clock in. Accept the invite email and sign in at /staff-login. Follow the wizard: enrol your passkey when prompted by your device. Allow location access when asked — this only checks distance to the location, it isn't used to track you elsewhere.

Question 21

What's the difference between my PIN and my passkey?

Accepted Answer

The PIN is what you type on the shared tablet to switch to your name during service — quick, and shared devices only. The passkey is tied to your own phone or personal device and is used for signing in and, where required, for clock-in verification. Never share either one.

Question 22

Clock-in is blocked because I'm off-site

Accepted Answer

Some locations require you to be within a set distance of the building to clock in. If you're just outside that radius, the console will say so rather than silently failing. Make sure location access is allowed for the console in your device settings, then try again. Move closer to the building — a weak GPS signal indoors can sometimes read you as farther away than you are. If you're definitely on-site and still blocked, ask a manager to clock you in manually and check the radius setting.

Question 23

Working bar tickets

Accepted Answer

If your location has a bar console, drink orders show in their own lane so bartenders aren't hunting through food tickets. Work them the same way as any ticket: accept, make, mark ready.

Question 24

Working kitchen-line tickets

Accepted Answer

Larger kitchens split into lines (Grill, Salad, Pizza, etc). Open your line from the console to see only the tickets for your station — a single order can print to more than one line at once, so an item isn't 'ready' overall until every line has fired its part.

Question 25

Drive-thru and curbside pickup flow

Accepted Answer

Orders for these lanes only appear once they're marked Ready. For curbside, the guest lets you know they've arrived (or you'll see their vehicle details on the order); walk the order out and mark it Handed off. For drive-thru, hand it through the window and mark it Handed off the same way.

Question 26

Taking a card payment on the tablet

Accepted Answer

If in-person payment is on, open the order and press Take payment → Card to run it through the tablet's reader. The order marks itself Paid as soon as Stripe confirms it — don't collect cash on top of a card payment.

Question 27

Recording a cash payment

Accepted Answer

Press Take payment → Cash, enter the amount tendered, and the console works out change. This marks the order Paid so it doesn't sit as outstanding.

Question 28

Checking whether an order has been paid

Accepted Answer

The order ticket shows Paid or Unpaid clearly. If a card payment looks stuck as pending, press Refresh on the order — Stripe confirmations can take a few seconds.

Question 29

Printing a receipt

Accepted Answer

From a paid order, press Receipt → Print to send it to the counter printer, or Send to email/text it to the guest instead.

Question 30

Seating a party from the waitlist or a reservation

Accepted Answer

From /floor, tap the waiting party or arriving reservation, then tap an open table and Seat — this links the guest's waitlist entry or reservation to that table automatically instead of creating a separate blank seating.

Question 31

Adding notes to a seated table

Accepted Answer

Open the seated table and add a note (allergy, high chair, celebration, etc) so anyone else who checks the table afterwards sees it — it stays with the table for that visit.

Question 32

Releasing a held order to the kitchen once a guest is seated

Accepted Answer

Orders placed ahead by a guest (for example from a reservation) can be held until they're actually seated, so the kitchen doesn't start before they arrive. Once you seat the party on /floor, release the held order from the table so it fires to the kitchen.

Kitchen staff help