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Troubleshooting

The messages you are most likely to meet, and what each one actually means.

Signing in

  • "Chef access only" / "Manager access only" — right password, wrong screen. Each sign-in page accepts one role only, so go back to the Restaurant Portal and click the matching button under Team Sign In.
  • "invalid credentials" on a team login — usually the Restaurant URL field, not the password. Copy it from the portal Dashboard and check for typos.
  • "invalid credentials" in the printing app — the password is your manager password, unless you gave the printing account one of its own on the Accounts page; then it's that one. See The printing account.
  • A team member forgot their password — press 👁️ on their row of the Accounts page to see it, or set a new one with ✏️. There is no self-service reset for team accounts.
  • You forgot your own password — press Forgot password? on the portal's sign-in page; see Signing in, and a forgotten password.
  • "Already signed in" — the account is signed in on another device. Press Sign in and close the other to move it here, which signs the other device out. If two people keep closing each other, give them an account each.
  • "Your account is being removed after a plan change" — your plan now allows fewer team accounts. That person can finish the dishes they hold, then the account goes; see Leaving after current dishes.
  • Signed out unexpectedly — sessions expire after a while, and the app returns to its sign-in page by itself. Sign in again.
  • "You were signed out after … without activity" — the portal signs out when nobody has used it for the time set under Automatic Sign-out in Settings: 24 hours unless you change it, and at least 10 minutes. Using it means a key, click, touch, scroll or mouse movement in any of its tabs. Changes you had not saved are lost. Sign in again.

Creating team accounts

  • "account name already taken" — that username already exists in your restaurant. Choose another one.
  • The account name is rejected — only letters, numbers and underscores are allowed. Replace hyphens, spaces and dots with _.
  • The password is rejected — it must be at least 8 characters.

Ordering & the kitchen

  • Customers see "This restaurant is currently unavailable" — your service isn't running. Open Services and start a trial or subscribe.
  • QR codes stopped working — the Restaurant URL was changed. Download and reprint the codes from the Tables and Take Away pages.
  • A new dish isn't on the customer menu — it wasn't saved. On the Menu page, nothing you add or change reaches customers until you press Save. A sold-out dish stays on the menu, greyed out.
  • Customers can't order a dish — it is marked sold out. Its Available cell says until when; choose Back In Stock to sell it again.
  • The kitchen or staff screen says "Printed tickets only" — orders are set to print only. Choose Send orders to the kitchen app or Both under Where orders go; see The Kitchen Screens card.
  • The chef app has no Menu tab — Chefs can mark dishes sold out is off in Settings.
  • A dish vanished from the kitchen board — another chef claimed it, the manager cancelled it, or the order was completed or timed out. The board is shared and updates live.
  • An order never completes — some dish hasn't been marked served yet. Open the order to see which one; serve it, cancel it, or press Complete order. Orders still unfinished after the time set under Time out unfinished orders after are finished as Timed Out by themselves.
  • A customer's Order History says "Served", but nobody served it — the order was finished without its dishes being marked served: it timed out (the Orders page says Timed Out), someone pressed Complete order, or, if you print orders only, its kitchen tickets printed.
  • "An order can have at most 300 dishes." — split it into two orders.

Kitchen tickets

  • "Queued. No printing device is online right now." — no device running MenuBaton Printing can be reached. Check that the computer or phone beside the printer is on and the app is running; the ticket prints as soon as one is.
  • Tickets stopped after the printer was switched off and on — its network address may have changed. See Printer address setup.
  • "Kitchen Print Cancelled" on an order — someone pressed Cancel Kitchen Print, or orders go to the kitchen app only. Force Kitchen Print prints it.
  • "Kitchen Print at 18:00" — a takeaway pre-order waiting until shortly before its pickup time; see Pre-order tickets print.
  • No print buttons on an order — they are offered for 24 hours after an order is placed.

Takeaway

  • Customers read "Take-away orders are paused" — someone paused takeaway on the Take Away page or a cashier app. Press Take orders again.
  • "There are no pickup times left today" — today's Pickup hours are over, or every slot left is full. Check the hours and Orders per slot on the Take Away page. Today ends at your daily reset time, or midnight.
  • Pickup times are later than you expect — see Why the earliest pickup can be half an hour away, and check that Kitchen busy is off.

MenuBaton Station

  • "Wrong password." — use the change table password from Settings, or your account password if none is set. After five wrong tries, wait a minute.
  • "This device was off for a while" — sign it in again; only the change table password is needed.
  • A counter takes no orders — counters are always paid first, so connect Stripe or Square and choose it under Who takes customer payments.
  • More in When a Station won't take orders.

Payments

  • Customers can't pay online — check on the Receive Account page that the provider chosen under Who takes customer payments — Stripe or Square — is connected (and, for Stripe, not marked invalid), and that Pay on Order is on in Settings.
  • The Pay on Order switch won't move — the provider that takes your payments isn't connected yet, or, on Stripe, the connected account is no longer valid. See Set your receiving account.
  • Square can't be chosen to take payments — your Square location charges in a different currency from your menu. Change the menu currency or pick a location that uses it; see Set your receiving account.
  • An order the customer started never arrived — with Pay on Order on, an order not paid within your Time to pay is cancelled and never reaches the kitchen. Ask the customer to order again.
  • There is no Refund button — the order was paid at the cashier, so give the money back the way it was paid; or it isn't paid; or you are signed in as a cashier — refunds are the manager's. See Cancelled dishes and refunds.
  • "No answer yet. The refund is kept and will be tried again in a few minutes." — Stripe or Square was slow to reply. Check Refunded on the order before trying again.
  • A customer is told the order is "below the smallest amount that can be paid by card" — the order is under your card provider's minimum. They can add something and confirm again. See The smallest amount a card can pay.
  • A red banner about a failed payment — that's your own subscription, not a customer payment. See If a payment fails.

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