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Troubleshooting Common Problems (FAQ)

A quick "problem → solution" guide for the most common situations a restaurant owner or staff member faces during work.

The printer doesn't print

The receipt opens as a page in the browser from the Print Receipt button inside the order details, and prints via browser printing.

  1. Click Print Receipt and confirm the print dialog opened.
  2. Select the correct printer from the list (not "Save as PDF").
  3. Make sure the printer is connected and loaded with paper, and try printing a test page from the system.
  4. If there's no dialog, the phone is blocking pop-ups — allow them for the site.

💡 Tip: Use a tablet/computer connected directly to the printer so the receipt keeps printing reliably.

Device rejected / screen code doesn't work

The screen code locks after 8 wrong attempts for 15 minutes (the message returns locked), and there's also a limit of 5 attempts every 10 minutes per device.

  1. Make sure you're entering the correct screen code (the admin screen is different from the kitchen screen).
  2. If a lockout message appears, wait 15 minutes and try again.
  3. If the code isn't set up at all, the operator must set the screen code in the settings.

🔒 Security: If there's an admin-code login you didn't make, change the default codes immediately from Settings → Security and enable personal logins.

Staff member is "locked"

After 8 wrong PIN attempts on the same account, the system locks the staff member for 15 minutes and refuses login without even comparing.

  1. Have the staff member wait 15 minutes and the lockout releases by itself.
  2. The first correct login afterward resets the counter automatically.

403 / noAdminAccess message

This means insufficient permission: your role isn't allowed to perform this action.

Situation Meaning
noAdminAccess Your role isn't one of the dashboard roles (allowed: owner/manager/shift manager/cashier)
403 / manager approval required A sensitive action (void/comp or canceling a paid order) needs manager approval

The fix: log in with an appropriate role, or ask a manager to approve the action on the same device.

The order doesn't appear on the Kitchen Display System

  1. Make sure the waiter actually sent the order (it's not still a draft).
  2. Check the internet connection on the tablet — the screen is real-time and depends on the network.
  3. Refresh/reopen the kitchen screen and log in with the kitchen code again.

Card payment failed

The card flow (QNB) is experimental for now, so the payment may not complete.

  1. Use cash as a fallback and close the invoice normally.
  2. If a card is required, check with the operator to complete the gateway setup.

⚠️ Warning: The confirmation comes from the gateway to the server, so don't consider the payment successful until the order is actually closed.

Forgot the admin code

There's no self-service "forgot code" — check with the operator to reset the admin code, then change the default codes.

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