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Troubleshooting

Most issues in OrderUp fall into one of five buckets: sign-in, POS pairing, payments, printing, and menu sync. Work through the checks below before contacting support — about 80% of tickets resolve themselves on the second try once one of these is addressed.

"I can't sign in"​

The Management and Identity apps share one set of credentials, so if one rejects your password, the other will too.

  • Check the email exactly. Email lookup is case-insensitive on our side, but autofill sometimes inserts a typo or trailing space. Type it manually once.
  • Use the Forgot password link. It emails a reset link in under a minute. If nothing arrives in 5 minutes, look in your spam folder for no-reply@letsorderup.com.
  • MFA stuck? If you set up multi-factor authentication and lost your phone or authenticator app, use the recovery code you saved during enrollment. If you don't have it, an owner on your tenant can reset MFA from Staff → Employees → [your name] → Security. If you are the only owner, contact OrderUp support.
  • Browser extensions. Some privacy extensions (uBlock Origin with very aggressive lists, certain corporate VPNs) block our auth flow. Try an incognito/private window or a different browser. We support current versions of Chrome, Safari, Edge, and Firefox.

"The POS won't pair"​

Pairing fails when the tablet can't reach our servers, when the code expires, or when the device is already paired elsewhere.

  • Code expired. Pairing codes are valid for 10 minutes. Tap Get new code on the tablet and try again.
  • Wrong location. In Management, confirm you're scoped to the location you intend the device to live at. The location switcher is in the top-left corner.
  • Network. The tablet must be on Wi-Fi or wired Ethernet with internet access. Captive-portal Wi-Fi (hotel-style "accept terms" pages) often blocks pairing — connect to a network that doesn't require a browser sign-in.
  • Already paired. If the tablet was previously paired to a different business, sign it out from the POS settings menu, then start the pairing flow fresh.
  • Time and date. Devices with clocks more than a few minutes off real time can't establish a secure session. Make sure Settings → Date & Time → Set automatically is on.

"Payments are getting declined"​

Card declines are mostly issuer-side, but a few causes are local to your setup.

  • CardConnect status. Open Management → Settings → Payments → Card processing and look at the connection indicator. If it's red, your MID may be paused or your credentials need to be re-entered.
  • Expired or unsupported card. Run the same card on a different reader if you have one. If it still fails, the customer should try another card.
  • AVS mismatch. Some MIDs are configured to decline transactions where the billing ZIP doesn't match. For card-present sales this is rare; for keyed-in sales, ask for the billing ZIP up front.
  • Reader not connecting. Bluetooth readers must be paired to the tablet's operating system and acknowledged inside the POS at Settings → Card readers. Power-cycle the reader, forget and re-pair it in iOS/Android settings, then reconnect from the POS.
  • Test charges in production. If you're running a test in a live environment, use the test-charge button in Management — don't use a real card on the POS, because the auth will hold real funds.

"The order didn't print"​

If a ticket fired but the kitchen didn't get it:

  • Printer offline. Most kitchen printers have a status light. Red or blinking usually means out of paper, jammed, or disconnected. The POS shows a printer status indicator on the home screen — tap it for details.
  • Wrong routing. Each item on your menu is mapped to a printer (or a Kitchen Display station). Open Management → Menu → Items → [item] → Routing and confirm the item is going where you expect.
  • Network. If your kitchen printer is wired Ethernet, check the cable and the switch. Wi-Fi printers can drop off when the access point reboots — power-cycle the printer.
  • KDS as fallback. If you have a Kitchen Display configured for the same station, OrderUp routes the ticket there automatically when the printer is unreachable. Train your kitchen team to glance at the KDS during printer outages.

"Menu changes aren't showing on the POS"​

Menu edits sync to the POS within a few seconds under normal conditions. If they're not showing:

  • Pull to refresh. On the POS Quick Order or Table Service screen, swipe down to force a sync.
  • Sign out and back in. Tap the user icon, sign out, then sign back in with your PIN. The next sync runs immediately.
  • Check the location. Edits made at the business level need to be pushed to specific locations if you're using per-location overrides. Confirm the item is enabled at this restaurant.
  • Browser cache (Ordering site). For online ordering, do a hard refresh (Cmd-Shift-R on Mac, Ctrl-Shift-R on Windows).

Get help​

If none of the above works, email support@letsorderup.com with:

  • Your business name and the location involved.
  • The exact time the issue happened (with time zone).
  • A screenshot or photo of any error message.
  • What you've already tried.

Including those details up front saves a round-trip and gets you back online faster.