Troubleshooting Easy Cashier · Restaurant Admin (Owner) · Manager Updated September 2026

An order is missing

A guest says they ordered but nothing appears — find the order before doing anything else.

What is the problem?

A guest placed an order (or a cashier sent one) but nobody can see it on the board or the till.

The orders board filter is hiding it — the default Open filter excludes served and closed orders.
You are looking at the wrong outlet (multi-outlet restaurants).
The order was rejected by someone — it is on the board under All, status Rejected, with the reason.
The guest never actually placed it (cart only) — the guest menu keeps the cart on the phone until Place order is tapped.

Orders board → switch the filter to All and scan the list by time and table.
Check the outlet switcher in the top bar is on the location the guest is sitting in.
On the till, check the approval queue ("New orders") — unaccepted QR orders live there, not on the KDS.
Ask the guest to open their order page — the order number and live status settle the argument in two seconds.

Do not

Do not re-key the guest's order as a new one before finding the original — you will double the kitchen ticket and the bill. Find or reject the original first.

The order is visible with the right status, and the guest's tracking page agrees with your board.

If the guest has an order number you cannot find anywhere under All, contact support with the order number and time.

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