A QR order is not going to the kitchen
What to do when a guest ordered by QR but nothing reached the kitchen, or a guest's payment does not seem to have arrived.
On this page
A QR order that does not reach the kitchen is almost always waiting for staff. When Staff confirms orders is on, every QR order stops on the POS until someone checks it and sends it. This is about the order, not the payment: confirming sends the food, paying settles the bill.
Quickest fix: confirm and send it
On the POS:
- Open Orders and tap the QR filter. Orders with lines waiting show "1 line to confirm".
- Open the order. A banner says: "The guest ordered with the table QR code. Check the order, then confirm to send it to the kitchen."
- Check the items.
- Tap Confirm & send (2). The number is how many lines are waiting.
You can also use Confirm & send guest order in the order's actions. The lines then go to the kitchen screen or printer like any other order.
The guest's page says "Waiting for confirmation" until you do. After that it moves on to Received and Being prepared.
Checklist
1. Is staff confirmation on?
In the back office, go to Settings › QR ordering and check Staff confirms orders ("Staff accept each order before it goes to the kitchen."). If you want QR orders to go to the kitchen by themselves, turn it off. Lines already waiting still need to be confirmed once.
Even with it off, phone orders on one table go to the kitchen by themselves only up to 40 items in 30 minutes. Anything more waits for staff, so a kept or photographed code can't flood the kitchen. Check the items with the table, then confirm them. The guest sees "Thank you! Our staff will confirm your order in a moment."
2. Did anyone notice the order?
New QR orders show a notice "New QR order #12" on every POS of the location, with a chime. If nobody heard it, check that New guest orders is on in the POS settings under Appearance, and that the volume is up.
3. Is the order at the right location?
QR codes belong to a location. A code taken from another branch's table orders at that branch. Check the code under Settings › QR ordering with the right location selected. See Print, replace and turn off QR codes.
4. Was it sent but not printed or shown?
If the lines show as sent on the POS but the kitchen has nothing, the problem is the printer or kitchen screen, not QR. See The kitchen screen is not showing orders and The printer is not printing.
5. Is the product sold out?
A guest cannot order a product marked sold out; they see "… is sold out." See A product can't be sold.
If the guest says they paid
Payment and confirmation are separate. A guest can pay before or after their order is confirmed.
- On the POS, open the order: a guest payment appears as a card payment with the amount paid.
- The guest's page shows "Payment successful" once the payment has gone through. If it shows "Confirming your payment…" for a long time, the payment is still being processed; wait a moment.
- While a guest is paying, the amount is held for them for up to 10 minutes. If you try to take the same amount at the till, you see "A guest payment for this bill is being processed right now. Wait a moment or take only the rest."
- If the guest sees "Payment failed", nothing was charged. They can try again or pay at the till.
See How guests pay online and by QR.
Who can confirm
QR orders were not opened by a staff member, so they count as someone else's order. If you cannot change one, your role probably lacks permission to edit other people's orders; a manager can help. See Roles and permissions.
Still not working?
Contact support with the order number, the location, the table, the time the guest ordered and a photo of the POS screen. See Contact support.