Service Point Troubleshooting

Solutions for common service point and ordering issues.

Orders Not Appearing

Check the Basics

1. Is the service point active?

   • Go to Service Points, verify it shows a green "ACTIVE" badge

2. Are you monitoring the right service point?

   • Kitchen/Orders page shows selected service points
   • Check the filter settings

3. Is there an internet connection?

   • Orders require internet on both ends
   • Check WiFi/network status

Real-time Connection Issues

If orders arrive delayed or not at all:

1. Refresh the page
2. Check browser notifications are allowed
3. Try a different browser
4. Clear browser cache

QR Code Problems

Code Won't Scan

• Lighting: Ensure adequate light
• Distance: Phone 10-20cm from code
• Damage: Replace damaged codes
• Size: Code may be too small

Wrong Menu Appearing

1. Verify QR matches the correct service point
2. Download the correct QR code from the CRM
3. Replace the physical code

Downloading a Fresh QR Code

1. Go to Service Points
2. Find the service point
3. Click the QR code icon in the row actions
4. Click Download QR
5. Print the new code and replace the old one immediately

Customer Disconnected

Customers may be disconnected from a service point if:

• They lost their internet connection
• They closed the app or browser
• Their phone went to sleep for an extended period

If a customer reports being disconnected, they can simply scan the QR code again to reconnect. Any orders they already placed are not affected.

Kitchen Display Issues

Display Freezing

1. Refresh the browser
2. Clear cache and cookies
3. Use Chrome browser
4. Check tablet/computer performance

Orders Not Updating

1. Check internet connection
2. Verify you are monitoring the correct service points
3. Refresh the page

Getting Help

If issues persist:

1. Note the exact problem
2. Check when it started
3. Contact support@okeep.io
4. Include:
   • Restaurant name
   • Service point name
   • Time of issue
   • Screenshots if possible