EveryoneTroubleshooting

Troubleshooting: Customer Cannot Open Menu or Tap Does Not Work

Resolving issues where phone taps fail, notifications do not appear, or the menu displays an error.

Who can do thisWaiters, Managers, and Guests.

Steps

Check phone NFC antenna alignment
Guide the customer on proper device tap position.
• Apple iPhone: Hold the top edge of the iPhone against the center of the card. The screen must be turned on and unlocked. • Android: Ensure NFC is turned ON in Settings/Quick Toggles. Hold the center-back of the phone against the card.
Check for phone case interference
Check if the phone has an extra-thick, metal, or magnetic wallet case.
Heavy magnetic mounts or RFID-blocking wallet sleeves can block the NFC signal. Temporarily slip the phone out of the case or scan the QR code instead.
Use the QR backup
If NFC fails or is unsupported on the device, ask the guest to open their Camera app and point it at the QR code.
Tapping the yellow/white camera link banner loads the exact same menu in seconds.
Check card assignment in Dashboard
If the customer's screen says "Card Not Assigned", the card is not linked to a table.
A manager should open Dashboard → Cards (`/dashboard/cards`) and verify that the card is assigned to that table. Staff can also tap the unassigned card with their staff device to pair it on the spot.
Check table power status
If the screen displays "Table Unavailable", the table was switched off in the dashboard.
Go to Dashboard → Tables (`/dashboard/tables`) and verify that the table power switch is toggled ON.

The customer can successfully load and interact with their table’s menu.

If a table card is damaged beyond use, replace it using the card replacement procedure in Dashboard → Cards.