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Common Issues

This page covers the most frequently encountered problems in OKeep and how to resolve them. Issues are grouped by category -- find your situation and follow the steps.

tip

Most issues can be resolved by refreshing the page, checking your internet connection, or clearing your browser cache. Try these first before diving into specific solutions.

Login & Account Issues​

Cannot Log In to the CRM​

Possible CauseSolution
Incorrect email or passwordDouble-check your credentials. Use the Forgot password link to reset if needed.
Browser cache conflictClear your browser cache or try an incognito/private window.
Account not yet createdAsk your restaurant owner or admin to invite you via Settings > Team Management.
Using the wrong login pageThe CRM login is at crm.okeep.io. The mobile app uses a separate login.

Session Expired​

Your CRM session expires automatically for security. When this happens:

  1. You will be redirected to the login page
  2. Log in again with your credentials
  3. You will return to the CRM dashboard

This is normal and protects your account when a device is left unattended.

Staff Member Cannot Access a Feature​

Staff permissions are based on roles. If a team member cannot see a menu item or page:

  1. Go to Settings > Team Management
  2. Find the staff member
  3. Check their assigned role and permissions
  4. Update the role if they need additional access

Order Issues​

Customer Cannot Place an Order​

Check these items in order:

  1. Is the service point active? Go to Service Points and verify the status shows green "ACTIVE".
  2. Does your menu have visible items? Go to Menu > Items and make sure items are marked as Visible with valid prices.
  3. Is at least one payment method enabled? Check Settings > Merchant Settings > Payment Methods.
  4. Is at least one delivery mode enabled? Check Settings > Merchant Settings > Delivery Modes.
  5. Is the customer connected to the internet? The customer's phone needs an internet connection to load the menu and submit orders.

Order Stuck in One Status​

If an order will not move to the next status (e.g., stuck on "New"):

  1. Refresh the page -- click the refresh button or press F5
  2. Check your internet connection -- a dropped connection can prevent status updates
  3. Try changing the status again -- click the order and select the correct next status
  4. Try a different browser -- if the issue persists, open the CRM in Chrome or Firefox
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Orders follow a specific lifecycle: New > In Progress > Ready for Pickup > Closed. You can only move an order to the next valid status -- you cannot skip steps.

Missing Order -- Cannot Find It​

  1. Check the correct service point -- use the filter at the top of the Orders or Kitchen page to make sure you are viewing the right location
  2. Check all status tabs -- the order may have been moved to a different status (In Progress, Ready, Closed)
  3. Expand the time range -- if using a date filter, make sure it covers the time the order was placed
  4. Check if the order was cancelled -- cancelled orders may not appear in the default view

Orders Appearing on the Wrong Service Point​

This usually means the customer scanned the wrong QR code:

  1. Verify that each table has the correct QR code -- scan it yourself and check which service point it opens
  2. If QR codes were swapped, replace them with the correct ones
  3. See Service Point Troubleshooting for more QR code solutions
Possible CauseSolution
Item is hiddenEdit the item and make sure Visible is turned on
No price setEvery item needs a price greater than zero
No category assignedAssign the item to at least one visible category
Category is hiddenCheck that the item's category is also set to visible

Wrong Prices Displaying​

  1. Go to Menu > Items and find the item
  2. Check the base price -- this is what customers see before options
  3. Check option prices -- options and extras add to the base price
  4. After saving changes, ask the customer to refresh their menu page

Images Not Loading on Menu Items​

  • File too large: Images should be under 5 MB
  • Wrong format: Use JPG or PNG format
  • Upload failed silently: Try re-uploading the image from the Asset Library
  • Browser cache: Ask the customer to refresh the page or clear their browser cache

Service Point & QR Code Issues​

QR Code Will Not Scan​

Possible CauseSolution
Poor lightingEnsure there is enough light for the phone camera to read the code
Too far or too closeHold the phone 10--20 cm (4--8 inches) from the code
Code is damaged or dirtyClean the surface or print a replacement
Code is too smallReprint at a larger size (minimum 5 cm / 2 inches)

QR Code Opens the Wrong Menu or Location​

  1. Go to Service Points in the CRM
  2. Click the QR code icon for the affected service point
  3. Verify the QR code matches -- compare it visually or download a fresh copy
  4. If wrong, print the correct QR code and replace the physical one immediately

Service Point Shows as Inactive​

If a service point shows a gray "INACTIVE" badge:

  1. Click the pencil icon to edit the service point
  2. Turn on the Available toggle
  3. Click Update

Customers can now scan the QR code and place orders.

Points & Loyalty Issues​

Customer Did Not Receive Points After an Order​

Points are only awarded when an order is Closed (fully completed). Check:

  1. Is the order closed? Open the order and verify its status is "Closed", not just "Ready for Pickup"
  2. Is Auto Points enabled? Go to Settings > Merchant Settings > Points Settings and check that Enable Auto Points is toggled on
  3. Was the order cancelled? Cancelled orders do not earn points
  4. Is the order below the minimum? Check the Minimum Order setting in Points Settings -- orders below this amount earn zero points

Customer's Point Balance Seems Wrong​

  1. Look up the customer in the CRM
  2. Check their transaction history for recent point awards and deductions
  3. Look for cancelled orders that may have reversed points
  4. If the balance still looks incorrect, contact support with the customer's details and order history

Voucher Not Working for a Customer​

Possible CauseSolution
Voucher has expiredCheck the voucher's validity period in the customer's wallet
Voucher does not apply to the items orderedFree item vouchers only work for specific menu items
Minimum order not metDiscount vouchers may require a minimum order total
Another discount already appliedOnly one discount voucher can be used per order

Real-Time Updates & Connectivity​

Orders Not Appearing in Real Time​

If new orders are not showing up on the Kitchen Display or Orders page without refreshing:

  1. Check your internet connection -- real-time updates require a stable connection
  2. Refresh the page -- this re-establishes the connection to the server
  3. Check your browser -- use a modern browser (Chrome, Firefox, Edge, or Safari)
  4. Disable battery saver -- some devices throttle background connections in battery saver mode
  5. Check if the device went to sleep -- waking a device from sleep may require a page refresh
tip

For kitchen display devices, disable the screen timeout and battery saver to maintain a constant connection. This prevents missed orders.

CRM Dashboard Feels Slow​

  1. Close unused browser tabs -- each tab uses memory and processing power
  2. Clear browser cache -- go to your browser settings and clear cached data
  3. Use Chrome or Firefox -- these browsers provide the best performance for OKeep
  4. Try incognito mode -- this rules out browser extension conflicts
  5. Check your internet speed -- a slow connection affects page load times and real-time updates
  6. Restart the browser -- closing and reopening the browser frees up memory

Data Not Syncing Between Devices​

If changes made on one device (e.g., updating a menu item) do not appear on another:

  1. Refresh the page on the second device
  2. Check that both devices are online -- changes cannot sync without internet
  3. Wait a moment -- some changes take a few seconds to propagate

Payment Issues​

Customer Cannot Pay Online (Card / BLIK)​

  1. Is Stripe connected? Go to Settings > Online Payments and verify your Stripe account is connected
  2. Is the Card payment method enabled? Check Settings > Merchant Settings > Payment Methods
  3. Customer's card declined? This is handled by the customer's bank -- they should try another card or payment method
  4. BLIK code expired? BLIK codes are valid for about 2 minutes. The customer should generate a new code and try again

Payments Showing as Pending​

Online payments may briefly show as "Pending" while Stripe processes them. This usually resolves within a few seconds. If a payment stays pending for more than a few minutes:

  1. Check the order status in the CRM
  2. Verify the payment in your Stripe Dashboard
  3. If the payment succeeded in Stripe but the order is still pending, refresh the CRM page

Browser Compatibility​

OKeep CRM works best in modern browsers:

BrowserSupport Level
Google Chrome (latest)Fully supported, recommended
Mozilla Firefox (latest)Fully supported
Microsoft Edge (latest)Fully supported
Safari (latest)Supported
Internet ExplorerNot supported

Common Browser Issues​

  • Page not loading properly: Clear cache and cookies, then reload
  • Buttons not responding: Disable browser extensions (especially ad blockers) and try again
  • Layout looks broken: Make sure your browser is updated to the latest version
  • Print preview not working for QR codes: Use Chrome for the most reliable printing experience

Mobile App Issues (Customer-Reported)​

When customers report issues with the OKeep mobile app, here is what you can suggest:

App Cannot Find Your Restaurant​

  • The customer may need to allow location access on their phone
  • They can also search by name instead of browsing nearby restaurants
  • Verify that your Location is set correctly in Settings > Merchant Settings > Location
  • Ask the customer to check their internet connection
  • Suggest they close and reopen the app
  • If using web ordering (no app), suggest they try a different browser

Customer's Order Disappeared​

  • The order is likely still visible in your CRM -- check the Orders page
  • The customer may have been disconnected from the service point (e.g., app was closed or phone went to sleep)
  • If the order was placed successfully, it will appear on your kitchen display regardless of the customer's connection

Still Need Help?​

If none of the solutions above resolve your issue, contact our support team:

When contacting support, please include:

  1. Your restaurant name so we can look up your account
  2. What you expected to happen and what actually happened
  3. When the issue started (date and approximate time)
  4. Screenshots showing the problem (if possible)
  5. Browser and device you are using (e.g., Chrome on Windows, Safari on iPad)
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The more detail you provide, the faster we can help. A screenshot often saves several back-and-forth emails.