Docs / Help

Troubleshooting

Fixes for the problems restaurants run into most often.

The staff app says I have no access

Give the user a restaurant role under Users, or sign in as an administrator. See The staff app.

New orders don't chime

Tap the app once after opening it (browsers allow sound only after a tap), and check More → Settings → Sound. On a phone, check the volume and that silent mode is off.

A dish can't be ordered

Check More → Menu in the staff app. The dish, one of its required choices, its category or its kitchen station may be off. Outside opening hours, or while ordering is paused, online ordering stops too.

Customers can't choose delivery

Check that delivery is turned on and not paused (Today → Pause or busy mode), and that the customer's postcode is in one of your delivery zones under Restaurant → Delivery zones. Use Test a postcode there to check one.

The ordering page says the restaurant is closed

Check the opening hours under Restaurant → Setup → Opening hours, and the site's time zone under Settings → General. With no hours set, the restaurant takes orders around the clock.

The menu is narrow on desktop

Your theme limits the page width. Set the ordering block to wide, see The ordering page.

Tickets don't print

Look under More → Printing. A browser printer prints only while the staff app is open on its device. See Printing.

The tracking page or the staff app shows old data

Exclude /restaurant-app/, the tracking page and the REST API (/wp-json/) from page caching in your caching plugin or host.

Emails don't arrive

WordPress sites often cannot send email reliably on their own. Install an SMTP plugin and send a test email. See Customer emails.

Multisite

Activate Plattivo on each restaurant site; network activation is not supported.