Hello,
So far today, I have spent 2.5 hours with chat support being passed from team to team to team (Restaurants, customer success, e-commerce, online, you name it).
Eventually I gave up, and called support – where the person who answered the phone went back and forth between the same teams, all who kept telling him it was an issue for a team other than them. For a full 30 minutes. Finally, I was transferred to a person – who I had to re-explain everything to, and then he said he wasn't the right team and transferred me to the online team. The online team then said it was an issue for the restaurant team. I spoke to them, and then they transferred me to the online team. Who then said it's an issue for the restaurant team. And around and around we went, with no resolution.
I'm out of ideas for how to get help. Here's the trouble:
Issue 1: QR code ordering (for stations) is not working.
We have QR code ordering set up via one of the website's under our account, and are using ordering stations (a station for each table). When a customer tries to place an order, they receive an error message (see attached). However, the order DOES go through because we can see the transaction on the back-end in the Square dashboard > transactions.
Issue 2: QR code orders are not appearing on the KDS and are not triggering tickets to print
We have tried all the troubleshoot steps, including but not limited to: deleting and reinstalling the app, restarting the tablet, ensuring that "View online, kiosk and delayed fulfillment orders" is toggled on, checking the device profile settings (for the printer and the kiosk), ensuring the QR code ordering is set up correctly (hours set, stations set, etc), making sure the correct categories are routing to the KDS.
Also, we are using the QR code ordering that is under website settings > QR ordering (the one that actually connects back to the website) and not the new weird cashapp online profile QR code ordering system.
