Troubleshooting

Contents

Troubleshooting

  • Sync and Menu Updates
      • You are welcome to update your menu whenever you need to! Since we use the POS Online Ordering Menu to push orders to the POS, if you need to add, edit or modify any items, sections, or modifiers, be sure to make edits on the POS first and then contact our team to update your menu. Please be specific about menu changes that were made when you contact us. 
      • Please refrain from making any edits to your 3rd party delivery menus. It could cause order issues and errors. Our team will take on any work that will need to be done to the 3rd party menus in regards to updates! 
      • It is best practice to email the POS team ([email protected]) about menu changes. We can help guide you through the necessary steps to get the menus updated if you have questions. 
  • Order Issues or Errors
      • If you are experiencing any order issues, please reach out to the POS Team ASAP! Order issues include: missing items on order tickets, incorrect items showing on tickets, error messages appearing on the POS, missed orders to the POS, or the integration appears to not be working. 
      • Please include the order numbers and names and specific details about the issues you are facing. You can email the POS team at [email protected]
  • POS Hardware issues
      • If you are experiencing any issues with your POS tablet or printer, please contact your POS provider ASAP! Unfortunately, our POS Team cannot assist with the POS hardware. 
  • Ordermark Hardware Issues
      • If you are experiencing issues with the Ordermark tablet, please contact our Customer Service team at 833-673-3762. They will be able to troubleshoot or escalate to our Hardware Support team! 
  • General questions or concerns
    • For any general questions or concerns regarding your POS Integration, please email us at [email protected] If you would like to schedule a meeting with a POS Escalation Specialist, visit https://calendly.com/pos-team/pos-call
    • You may also reach out to our Customer Support team at 833-673-3762; they are online 24/7 and happy to help with any questions or concerns you may have regarding your POS Integration.
Updated on March 14, 2022

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