Help centre
Guides for every part of the software, and answers to the questions takeaways ask most.
Getting started
Menu and your page
Hours and delivery
Common questions
What happens if nobody accepts an order?
It stays under New and keeps ringing. After 10 minutes the customer's page tells them to phone you. Your platform owner can also see if your order screen is switched off.
The tablet isn't ringing. What do I check?
Tap "Start taking orders" (needed every time the page opens), turn the media volume up and press "Test sound". Keep Live orders on screen: phones and tablets pause pages in the background. On an iPhone or iPad, turn Silent Mode off.
Do you take commission?
No. You pay a fixed monthly fee. The only per-order cost is Stripe's card fee if you take card payments online.
How do I stop orders for tonight?
Tick "Pause new orders" on Live orders. Untick it to start again.
How do I change a price?
Menu → Edit next to the item → change the price → Save. It updates on your page straight away.
What if our internet goes down?
Orders still arrive and wait for you. The screen reconnects by itself and shows them. The printer prints waiting tickets when it's back, but skips anything over 90 minutes old.
Can customers order for later or another day?
Yes, if "Let customers order ahead" is on in Settings. They pick a day and time (up to 14 days ahead, you choose how far) and you see "For 19:30" or "Ordered ahead" with the date on the order.
Can a customer use a code and an offer together?
No, one offer per order: the code they type replaces any automatic offer. A loyalty reward is separate, so it comes off as well.
How does the loyalty scheme know it's the same customer?
By their mobile number. Every order with that number counts, whether they ordered on a phone or a computer.
How do refunds work?
Paid card orders you reject or cancel are refunded in full automatically. For a part refund, use your Stripe dashboard. Cash and card-at-the-door orders aren't paid online, so there's nothing to refund.
Someone is placing hoax orders.
Press "Block customer" on their order (or in Customers). First-time customers ordering over your limit must phone you, and each number can only have two unconfirmed orders. Card payments stop hoaxes completely.
Who owns our customer list?
You do. Download it from Customers any time.
Do we need to give allergy information?
Yes. Your page tells customers to phone you about allergies before ordering. Make sure staff can answer, and tell customers again when they collect or receive the food.
Can we use it on a phone?
Yes, every page works on a phone. For taking orders during service, use a separate device that stays on the Live orders screen.
- Help centreGuides for every screen, and common questions.
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