Orders Missing on Kitchen Screen (Pakistan)

The kitchen screen shows every order the moment it fires: from table QR codes, the till, the waiter app, your online order page and delivery apps. It checks for new orders every few seconds by itself. If an order seems to be missing, it's almost always one of the causes below. Work down the list.

1. The screen is on the wrong branch

With more than one branch, the kitchen screen shows one branch at a time. Its name is at the top of the screen, after your restaurant's name. If it says the wrong branch, switch branch in the dashboard and open the kitchen screen again.

2. A station filter is on

If you've set up separate kitchen screens by station (grill, bar, desserts), the buttons along the top filter the board. A screen set to Bar only shows bar dishes. Tap All to see every order. The station is saved in the page address, so a bookmarked tablet keeps its station after a restart; check the bookmark if a tablet always opens on the wrong one.

3. The order is waiting for its payment

Orders paid online reach the kitchen once the payment is confirmed:

• Card, JazzCash and Easypaisa orders appear when the payment provider confirms them, usually within seconds.
• Easypaisa orders that sit at "confirming" and never arrive usually mean the IPN URL isn't set in your Easypay merchant portal. See How to accept Easypaisa payments.
• Raast and pay at the counter orders go to the kitchen straight away; Raast ones carry a reminder to check the money arrived.

If the guest abandoned the payment page, there's no order to show. Check Orders in the dashboard to see what came in.

4. The device went to sleep

A tablet or phone that locks its screen stops checking for orders and stops chiming. When it wakes up, the board catches up straight away, but you'll have missed the alert.

• Turn off auto-lock, or set it to the longest time, on the kitchen device.
• Keep the device plugged in.
• Keep the kitchen screen as the open tab, in front.

5. The chime is off

Browsers don't allow a page to make sound until someone taps it. Each time the kitchen screen opens, tap the speaker button at the top once. When it's on, every genuinely new order chimes. Check the device volume too, and that it isn't on silent.

6. The internet dropped

If the kitchen device loses its connection, the board can't fetch new orders and shows an error until it's back. Orders aren't lost: they're on the server and appear as soon as the device reconnects. If your Wi-Fi is patchy in the kitchen, a cheap Wi-Fi extender or an Ethernet adapter fixes most of it.

7. The order was cancelled or already done

Orders leave the board when they're cancelled or marked Picked up. Find it under Orders in the dashboard to see its status.

Still missing?

Place a test order: open Help & guide (owners also see it on Today), scan Try a test order with your phone, order something to pay at the counter, and watch the kitchen screen. If the test arrives, the screen is working, and the missing order went somewhere else (another branch, or it was never paid). If the test doesn't arrive either, message us on WhatsApp with the time and the branch, and we'll look.