Troubleshooting.
Most of the time, something looks broken when it is really just a setting waiting to be flipped or a screen on the wrong tab. Below are the questions we hear most, each with the 60-second fix. Find your problem, do the small thing, get back to service.
Read the heading that matches your problem, skip the rest.Every fix here takes about a minute and needs nothing more than the screen in front of you.
AI phone ordering
The phone is not being answered by the AI.
When the phone rings out instead of the AI picking up, run through three checks. First, make sure phone ordering is actually switched on in your settings, since it starts off until you enable it. Second, check the time against your operating hours: the AI only answers calls during the hours you set, so a call before opening will not be picked up. Third, if you are on the free trial, remember it carries a fair-use cap of 75 minutes (about 25 calls) in total for the trial; on a paid plan phone ordering is included on every tier. Set all three right and the next call will be answered in one ring and the order taken 24/7. The setup steps are in Switch on phone AI.
QR ordering
A guest scanned the code but nothing loads.
Three things cause almost every case of this, and you can rule them out in under a minute. First, check the table is active in your Tables tab. A code printed for a table you later removed will not open. Second, look at the printout itself: if the code is smudged, creased, or printed too small, a camera cannot read it, so reprint it cleanly at the size we suggest. Third, check the guest's phone actually has signal or wifi, because the page needs a connection to load. If the code is damaged or faded from daily use, reprint that one table and the scan will work on the next try.
A menu item is not showing to guests.
An item that you can see in your dashboard but a guest cannot is almost always hidden on purpose. Either the item is marked unavailable, or the whole category it sits in is set to inactive. Open the Menu tab, find the item, and flip availability back on. If a full section has vanished, check the category toggle rather than each item one by one. The change shows to guests on their very next scan, so there is nothing to publish or wait for. The full walkthrough is in Building your menu.
The AI
The AI says the daily message limit is reached.
Each plan comes with a daily allowance of AI messages, which is the number of replies the AI can send to guests in a day. When you hit that ceiling, the AI lets you know rather than failing quietly. The good news is that it resets on its own every day, so a busy Saturday will not block you on Sunday morning. If you are hitting the limit regularly, that is a sign your AI is doing real work and a higher plan will raise the allowance. You can compare the daily limits on each plan in Plans and billing.
The AI replied in the wrong language.
The multilingual feature reads the language of the guest's message and answers back in the same one. If a guest types in English but expects French, the AI follows what was typed, not what was intended. The fix is simple: ask the guest to type their next message in the language they want, and the AI will switch straight away. If it is still not switching at all, check that multilingual is switched on in your settings, because it can be turned off per restaurant. More on how this works is in Languages and AI personality.
Orders and kitchen
An order did not show up in the kitchen.
The Orders tab updates live, which means new orders land on the screen on their own without anyone refreshing. So when an order seems missing, start with the screen itself. Make sure the kitchen display is actually sitting on the Orders tab and not on Menu or Settings, and make sure that device is online. If the wifi dropped for a moment, the order is not lost: it appears the instant the connection comes back. Keep one screen parked on the Orders tab through service and you will see every order the second it arrives.
When in doubt, check the connection first.A surprising number of "missing order" and "code will not load" reports are a dropped wifi signal that fixes itself the moment the device reconnects.
Account and access
My trial ended and I am locked out.
When the 7-day trial finishes, access pauses until you choose a plan. Nothing has been deleted. Your menu, your tables, your settings, and your order history are all safe and waiting exactly where you left them. To get back in, open Billing and pick the plan that fits your restaurant. The moment you do, everything switches back on and your guests can order again. You will find the plan details in Plans and billing.
Still stuck?
If your problem is not on this page, or a fix here did not sort it, please reach out. Contact us and a real person who has worked a Saturday night will help you get back up and running. We would rather hear from you early than have you fight it alone.