Quick answer: Work through the checks in order: is the order in Nomni Console, is it a scheduled order, is the Master POS on and online, and is the order waiting to be accepted? Then follow the steps below.
Use this guide when an online, QR, kiosk or delivery order doesn't appear on Nomni POS, or appears but doesn't print or reach the KDS. Work through the steps in order. Stop when you find the problem.
Step 1: Is the order in Nomni Console?
No: the order never reached us. Check the online store or delivery app. See Troubleshooting QR, online and kiosk ordering, and Uber Eats or DoorDash orders rejected or not coming through. In short: 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. In short: Check the Master POS is on, logged in and connected to the internet. Check your store is open in the delivery app and your opening hours in Nomni Console are correct.
Yes: go to step 2.
Step 2: Is it a scheduled order?
Orders for a later pickup time are sent to the POS before the pickup time, not when the customer orders. Setting A47. ONLINE ORDERING PREP TIME controls how many minutes before. A future order shows on the POS later. That's expected.
Step 3: Is the Master POS ready?
Online orders come through the Master POS. Check it's on, logged in, and Nomni POS is open in the foreground.
Check the Master has internet. Online orders can't arrive while the internet is down.
On the Master, go to Settings > Sync and run MASTER SYNC. If you've just added a new delivery partner or order source, also run SYNC ORDER SOURCES FROM BACKEND.
Step 4: Is the order waiting to be accepted?
If A10. AUTO CONFIRM ONLINE ORDERS is off, new online orders wait with the status NEW until someone accepts them. Tap NEW, then ACCEPT. Turn on A10 if you want every online order accepted automatically. Dine-in orders are always accepted automatically.
Step 5: It's on the POS but didn't print
Check the printer has paper and power, and print a test receipt. See Printer messages on Nomni POS and Nomni KDS and what they mean. In short: Use this guide when Nomni POS or Nomni KDS shows a printer message, or a docket didn't print. Find the message below. Each one says what it means and what to do.
Check the products are assigned to the right printer location.
Step 6: It's on the POS but not on the KDS
Check the KDS is connected to the Master. See Nomni KDS messages and what they mean. In short: Most connection messages mean the KDS can't reach the Master POS: check both are on the same Wi-Fi, the Master POS is open, and the KDS uses the same company login as the POS. Find your exact message below for the fix.
Update Nomni POS for iPad and Nomni KDS to the latest versions.
Step 7: The order shows the wrong source
If an order shows the wrong source (for example, a Nomni takeaway order showing as HungryPanda), update Nomni POS for iPad and run SYNC ORDER SOURCES FROM BACKEND on the Master. If it keeps happening, contact us with the order number.
Still stuck?
Contact us with the order number, the time, where the order came from (online store, QR, kiosk or delivery app), whether it shows in Nomni Console, and your POS and printer models. Email support@nomni.ai or message us from the chat in Nomni Console.
You can also call 1300 445 483.