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Troubleshooting

Something is not working the way you expected. This section helps you figure out what went wrong and how to fix it — whether it is a QR code that will not scan, an order that seems stuck, or a customer who did not receive their points.

Quick Diagnostic Checklist​

Before diving into specific issues, run through these checks. They resolve the majority of problems:

  1. Is your device connected to the internet? Open any website to confirm. Real-time features (kitchen display, order updates) need a stable connection.
  2. Have you refreshed the page? Press F5 or click the refresh button. A simple reload re-establishes the connection to the server and often fixes display issues.
  3. Is the service point active? Go to Service Points in the CRM and check that the affected service point shows a green "ACTIVE" status. Inactive service points do not accept orders.
  4. Does your menu have visible items with prices? Go to Menu > Items and verify that items are marked as Visible and have prices set. Customers cannot order items that are hidden or have no price.
  5. Is at least one payment method enabled? Check Settings > Merchant Settings > Payment Methods. Customers cannot complete an order without a payment option.
  6. Is at least one delivery mode enabled? Check Settings > Merchant Settings > Delivery Modes. Without a delivery mode, customers cannot choose how to receive their order.
tip

Most issues fall into one of three buckets: the device lost its internet connection, something is toggled off in settings, or the browser needs a refresh. Always check these first.

Common Issue Categories​

QR Code and Service Point Issues​

QR codes not scanning, opening the wrong menu, or service points showing as inactive. These are usually caused by physical QR code damage, incorrect placement, or a service point that was accidentally deactivated.

Order Issues​

Orders not appearing on the kitchen display, getting stuck in one status, or showing up on the wrong service point. Typically caused by connectivity drops, browser tab sleeping, or customers scanning the wrong QR code.

Points and Loyalty Issues​

Customers not receiving points after an order, incorrect balances, or vouchers that will not apply. Usually caused by orders that have not been fully closed yet, auto-points being disabled, or voucher restrictions (like minimum order amounts or one-discount-per-order rules).

Payment Issues​

Customers unable to pay online, payments stuck as pending, or card/BLIK failures. Often related to Stripe configuration, payment method settings, or issues on the customer's bank side.

Real-Time and Connectivity Issues​

Orders not updating in real time, dashboards feeling slow, or changes not syncing between devices. Caused by unstable internet connections, browser tabs going to sleep, or battery saver mode throttling background connections.

warning

For kitchen display devices (tablets mounted in the kitchen), disable screen timeout and battery saver mode. A device that goes to sleep stops receiving real-time order updates, which means your kitchen misses incoming orders until someone wakes the screen.

Detailed Solutions​

For step-by-step solutions to specific problems, see Common Issues. That page covers every scenario listed above with exact steps to diagnose and resolve each one, including:

  • Login and account access problems
  • Orders that customers cannot place
  • Orders stuck in one status or appearing on the wrong service point
  • Menu items not showing for customers
  • QR codes that will not scan or open the wrong location
  • Points not being awarded after orders
  • Vouchers not applying correctly
  • Online payment failures
  • Browser compatibility and performance tips
  • What to tell customers who report mobile app issues

Still Stuck?​

If you have worked through the checklist and the common issues page and the problem persists, contact our support team at support@okeep.io. Include your restaurant name, what you expected to happen, what actually happened, and a screenshot if possible — it helps us resolve things faster.