An order did not reach the kitchen

When the kitchen says "we never got that", don't ring the order up again straight away: you risk making it twice. First find out where the order stopped. Most of the time it was never sent, it went to another station, or the screen was not connected.

Quickest check: was it sent?

On the POS, open the order.

• If items are still waiting to be sent, the button shows Send to kitchen with a count. Tap it. Items stay on the order, unsent, until someone does.
• If the POS showed "{station} did not receive the order — no screen and no printer.", the order reached neither a screen nor paper. Fix the cause below, then tap Reprint ticket on that warning.

Checklist

Work through these in order. Each check says what to look at and what it means.

1. Is it a guest order waiting for staff?

• QR order: if Staff confirms orders is on, a QR order waits on the POS until staff tap Confirm & send guest order. Until then the kitchen sees nothing. See A QR order is not confirmed.
• Online pickup order: if accepting by hand is on, the order waits until staff accept it. A scheduled pickup order is sent to the kitchen at the pickup time minus the preparation time, not when it is placed. Staff can use Send to kitchen now to send it earlier. See Online pickup problems.

2. Is the screen showing the right station?

The prep station screen only shows items routed to its own station. Check the station name at the top of the screen, and switch to the right one if you can. Also check the Done tab: someone may have marked the order served by mistake. Use Bring back to return it.

3. Is the product sent to this station?

In the back office, go to Menu, open the product and check its Prep station under Availability. The category does not decide this. A product with None never appears on any screen and only prints on a station printer that is not linked to a station.

Changing the station only helps for items added from then on.

4. Is the screen connected?

• A screen that shows "Cannot reach the server — showing the last known list" is offline and does not receive new orders. Check the Wi-Fi and see Connection problems.
• A tablet that went to sleep or was switched off does not show new orders. Keep it on power and turn off auto-lock.
• A screen that says "Preparation station screens are off" needs the feature turned on for the location under Settings › Features. It checks again by itself every 30 seconds.
• A screen that says "Enter your PIN to take over the shift" was handed over. Orders appear after someone signs in.

5. Does the station's set-up send orders anywhere?

Open Settings › Prep stations. A Check setup badge means orders can reach nowhere: for example Screen only without a linked screen, or a printer mode without a printer. See Screen, printer or both? for what each mode does.

6. Is it at the right location?

The screen and the till must be at the same location. A screen paired to another location never sees this location's orders. Check both devices under Devices.

7. Was the item voided?

If the item was voided after it was sent, the screen shows a red void notice instead of the item. Check the order on the POS for voided lines.

When it should have printed

If the station uses paper, also check the printer:

• Is it on, with paper, and on the same network as the device that drives it?
• Is Print new orders automatically on for that printer? When off, it only prints on demand.
• Does the POS show failed tickets ("ticket failed to print")? Retry them from the printer list.

See The printer does not print for the full printer checklist.

Still not working?

Contact support with:

• the order number and the location,
• the time the order was sent,
• the name of the till and of the prep station screen (from Devices),
• the station the product should go to,
• a photo of any message on the till or screen.

See Contact support.