Use this guide when customers can't order or pay on your QR menu, online store or kiosk, or orders are slow to reach the kitchen.
Before you start
Who: a manager.
Device: Nomni Console in a browser, and your Master POS.
QR page or online store says closed, offline or is blank
In Nomni Console, check Online Ordering > Opening Hours. Ordering stops before closing time to allow for preparation time.
Check Online Ordering > Configuration: the store isn't set to Closed and the order types you need (for example Eat In) are on.
Check the menu is published: Online Ordering > Menu, then Publish.
If your venue is part of a group, opening hours set by HQ override the store. Ask your HQ admin.
What you should see: your menu when you open the QR link on your phone.
Customers can't pay
Ask the customer to refresh the page or scan the QR code again.
Check your payment method is turned on in Online Ordering > Configuration.
Place a small test order yourself to see the error.
What you should see: the order confirmation screen and the order on your POS.
If a customer was charged but no order arrived, contact us with the customer name, time, amount and last 4 digits of the card so we can trace it.
An item still shows as sold out
On the POS, open the menu editor, select the item and clear the sold-out mark. Tap Save.
On the Master iPad, go to Settings > Connection and tap Notify Slaves to Sync Product Status.
Publish the online ordering menu again.
What you should see: the item available again on the QR menu.
QR or online orders are slow to reach the kitchen
Check the Master POS is on, logged in and Nomni POS is open in the foreground. Online orders come in through the Master.
Check the Master is connected to the internet.
On the Master, go to Settings > Sync and run a Master Sync.
Check the order printed. See Troubleshooting online order printing in Nomni POS.
Kiosk shows "Couldn't Connect to POS!"
Check your router and network switch lights are green.
Check the Master iPad is on and Nomni POS is open.
On the kiosk, tap the cog and enter the kiosk settings password. Your manager has it; we can't share passwords in chat.
Check the Master POS IP address on the kiosk matches the Master iPad.
Tap Test POS Connection.
What you should see: a successful connection message, and kiosk orders reaching the POS.
Kiosk menu not updating
After changing prices or products, publish your menu and sync the kiosk. See Price changed but the POS or online store still shows the old one.
If something goes wrong
Contact us with your venue name, the QR link or kiosk name, what the customer sees and the time it happened.
Need help?
Email support@nomni.ai or message us from the chat in Nomni Console. Tell us your venue name, the device and what you have already tried.