Troubleshooting

Find your symptom, run three checks — and only if that does not help, go to the in-depth article or to support. The order of the checks is not random: the most frequent cause is on top.

The QR storefront does not open or shows an old menu#

1. Check it the same way a guest does — from a phone via the QR code, not from the panel. The storefront is served through a CDN and does not depend on the internet at the venue: if you have no connection but the guest does, the menu will open for them.
2. An old menu is the cache. Wait and reload the page with the cache cleared (Ctrl+F5 on a computer, incognito mode on a phone). Price and name edits do not arrive instantly.
3. Check that the location is not paused and that the QR points where it should. A code is printed for a specific location and table; with several locations it is easy to hand out the wrong sheets — QR codes and devices. Still no luck — QR menu.

An item is missing from the storefront although it exists in the panel#

Four causes, by frequency:

1. The stop list — the item is marked “86” at this location.
2. Scheduling — the item is outside its availability window (breakfast, lunch, happy hour) — Scheduling and happy hour.
3. Visibility and price at this location — the item is hidden at this exact location, or it has no price: without a price it is not shown.
4. A plan limit — the new item was not created at all. Editing stays available — Subscription.

If the item did not appear in the guest's language: languages are picked in the storefront settings, and a translation does not appear the instant a language is added.

Guest orders do not arrive#

1. Check whether the order is waiting to be accepted by an operator. A location has an intake mode: either a human accepts the order in the “Orders” section, or “straight to work” is switched on. Until it is accepted, it does not reach the kitchen — Orders.
2. Switch the sound on on the “Orders” page. The signal for a new order and a waiter call is toggled by the sound button at the top of the page; besides, a browser will not play sound in a tab that has never been clicked.
3. Reload the page. Statuses arrive over a websocket — when the connection drops the feed freezes, and a reload revives it.
4. Check that there is someone to move the order on. “Stuck in a status” usually means the kitchen display, the pickup display or the courier board is switched off or simply not open anywhere.

For orders from a delivery platform — see Aggregators.

Nothing prints, or the wrong thing prints#

1. The bridge first, the printer second. Receipts, kitchen tickets and labels print only through Cenaly Hardware Bridge on the computer that runs the POS. If the bridge is offline, the job joins the print queue and goes out by itself when the bridge returns: the queue survives a restart. The bridge status is in the “Hardware” section (/hardware), see Bridge.
2. It prints on the wrong printer — the station has no printer of its own, so the system chose “any available”. Map the stations explicitly — Kitchen and floor printing.
3. Hieroglyphs or empty squares instead of letters — the printer cannot handle your script. Switch on the raster font for the device: the text is printed as an image and works in any language.
4. Cut off on the right — the device settings specify a paper width larger than the real one. Labels come out the wrong size — check the roll format and that printing goes to a label printer, not a receipt printer.

The bridge is offline, "unpaired" or "another location"#

Open the Hardware section (/hardware) and look at the status.

Then, in order:

1. The bridge and the panel must be on the same computer — they talk inside the machine. A panel opened on a phone will not see a local bridge: printing from another device needs the bridge's cloud link.
2. “The printer used to be there and now it is gone” — open “PC details” in the account hardware registry: it shows every COM port with a note on which process holds it, and every drive with free space. A frequent cause is a port held by a vendor utility.
3. An old bridge shows an empty device list — update the bridge with the button on its page.

In depth — Cenaly Hardware Bridge.

The POS will not accept payment#

1. The cash shift is not open. This is cause number one: open the shift with a cash float — Cash shift and Z-report.
2. The POS asks for a manager PIN — by design: deleting items, discounts, refunds and reprints above a threshold are confirmed by a manager and written to the risk log.
3. An item is missing from the tiles — see Item missing: the POS and the storefront read one catalogue.
4. The X-report will not build offline — it is computed in the cloud. A Z-report after closing a shift without a connection will be produced once the queue of cash operations arrives.

The fiscal receipt was not issued#

1. Read the “Receipt not issued” window. It states the cause by the till's own error code and walks you through the steps; it also offers “Take a Z-report” and “Retry receipt” when the cause is visible from the cloud.
2. The most frequent causes are at the device: out of paper, an unclosed receipt on the till, more than 24 hours without a Z-report, an error that must be cleared with a key on the till itself. The window says so explicitly.
3. If it is a hardware fault (modem, SIM, memory) — no retry is offered, it would not help: a service engineer is needed.

The window can be closed: the sale is already recorded and the payment is taken — the fiscal receipt can be issued from there once the till is ready. The queue should not have to wait.

⚠️ While the till is unavailable, orders and payments live on in the system, but no fiscal document appears — in most countries that is a reason to suspend sales. In depth: Fiscalization; for Russia — Who needs an online till.

The internet went down#

1. The POS keeps working — it rings up orders, prints and fiscalizes through the bridge on the same computer. Everything that has to reach the cloud piles up in a queue on the device.
2. Watch the “N not sent” chip: if it does not go down, check that the connection really is back and leave the POS tab active. If a red “N not delivered” banner appears, those records must be entered manually, reconciled against the shift's paper receipts.
3. The kitchen display does not work offline — tickets travel through the cloud. Until the connection is back, the kitchen runs on printed tickets.
4. Card payment through the bank terminal cannot be taken — it needs authorization at the bank. Take cash.

The full picture, including the limits (24 hours for the queue, seven days for the session) — If the internet goes down.

Cannot sign in#

1. Check the domain. An account lives in its own brand's contour: a cenaly.com account will not be let into the Russian cenaly.ru and vice versa. The Russian contour has no Google sign-in — it has its own sign-in methods.
2. Forgotten password — “Recover password” on the sign-in page: a code arrives by e-mail, then a new-password form (at least 8 characters, upper and lower case, a digit, a symbol). No e-mail — check spam and check whether that is the right address.
3. The sign-in page “hangs” — a stuck browser cache: a button appears to clear the cache and retry, press it. Incognito mode also helps.
4. Staff do not sign in with a password. The owner issues a sign-in code to a waiter, a cashier or a device (sign-in by link or QR, with a PIN if the code is protected); codes live in the “QR codes” section, the “Devices” tab. QR sign-in is deliberately limited in rights and goes straight to the right screen.

In depth — Account and sign-in.

The guest's online payment fails#

1. Check whether the “Online payment enabled” toggle is on for the location: without it the payment button is not shown to the guest, even with the keys entered.
2. Check the connection mode. Real cards do not go through in test mode — live acceptance needs the provider's live keys. The reverse also happens: live keys and a test card.
3. Check that the provider works in your country at all. The list is filtered by the location's country and currency, and cards marked “Soon” have no live connection whatsoever. Russia currently has no ready online payment providers — what remains is payment at the till and on delivery.
4. Check a specific order. The status (unpaid / pending / paid / refunded) is visible in the “Orders” section; a test order with test keys is the fastest way to see where the flow breaks.

In a network a provider is connected for each location separately. In depth — Payments, Stripe.

Notifications and form submissions do not arrive#

1. First check the section where records are guaranteed to be. Form answers and website submissions always land in “Leads”, even if no e-mail went out. An e-mail, a message in the work chat and a webhook are additional notifications and must be switched on in the campaign settings. An auto-reply to the guest requires a subject line: without it the e-mail is not sent.
2. Sound signals are switched on on the page. The sound button in the “Orders” header covers new orders and waiter calls; a browser stays silent in a tab that has never been clicked.
3. Check the recipient address — the team replies and notifies to the account e-mail; look in spam.
4. A widget on your own website stays silent — check the installation (“Check installation” in the “My website” section), a foreign data-domain in the tag, and the 5-minute CDN cache. A tag inserted through Google Tag Manager will not be seen by the check — look at the site with your own eyes. An unpaid paid extension never reaches the page, even with the toggle on.

In depth — Campaigns, My website.

A custom domain does not open#

1. Wait and press “Check now”. DNS does not propagate instantly — at some providers the cache holds for up to an hour. A record can be checked with any online DNS lookup.
2. Switch off the Cloudflare proxy (the cloud icon must be grey, DNS only mode). While the proxy is on, no certificate will be issued, and the panel will show the ordinary “the record points elsewhere” — there is no separate message about the proxy.
3. A root domain needs a second record — the ownership challenge (_cf-challenge… / _acme-challenge…), with exactly the value shown in the panel. Without it activation never completes, even if ALIAS/ANAME is set correctly.
4. “It opens, but shows the wrong menu” — the domain is attached to another location. “The domain is taken” — it is already connected to another platform account; if the domain is yours, write to support.

In depth — Custom domain.

No orders from a delivery platform, or the menu there is old#

1. There are no live partner connections to aggregators right now. The Wolt, Glovo, Deliveroo and Yandex Eda connectors are written and tested against test data, but they cannot yet be switched on at a live location — it is too early to plan work around them. This is the first expectation to check.
2. The platform's side needs the POS integration enabled. Without a request to the platform itself, neither menu nor orders will start flowing, whatever toggles are set on our side.
3. An old menu on the platform is a catalogue push: it is done explicitly, not “by itself”. Also check the stop list and the location pause: they travel as separate events.

What is ready and what is merely a request card is shown honestly in the app store. In depth — Integrations, Wolt, Glovo, Yandex Eda.

A phone does not register on the PBX#

1. The login was not entered in full — the whole login of the form sip-…-<number> is required, not just the number, and in both fields: User Name and Auth Name.
2. The password is stale — somebody pressed “Reset password”. Do not guess it, issue a new one.
3. The server address is wrong — a venue with a dedicated machine has its own address; copy it from the credentials window.
4. The phone is completely silent (not even a rejection) — switch the transport from TCP to UDP; check whether the router blocks UDP 5060 and whether SIP ALG is on.
5. The wrong firmware — units with Teams/Skype for Business/Zoom firmware will not register on an ordinary SIP PBX until SIP firmware is flashed. From the outside it is the same model.

In depth — SIP phones; every brand has its own page decoding the messages on the screen.

What to tell support#

If the checks did not help, write with the full context straight away — it saves a round of correspondence:

• the panel domain and the account e-mail, the location name;
• the time of the event with the time zone;
• the steps: what you clicked, what you expected, what you got, plus a screenshot or a short video of the whole screen — address bar included;
• the order, receipt or booking number, if the problem is in one specific record; for hardware — the model and the “details” line from the error window.

How to open the request form from the panel and what goes out with the diagnostics — How to get help.

Related articles#

• How to get help — the AI assistant, the request form, what to attach
• FAQ — short answers about plans, countries, devices and data
• If the internet goes down — what works without a connection and what the shift should do
• Cenaly Hardware Bridge — bridge statuses, devices, the print queue
• Cash shift and Z-report — opening a shift, cash drops, reports
• Fiscalization — the fiscal receipt by country and the “Receipt not issued” window
• Account and sign-in — passwords, sign-in codes, QR sign-in
• Security and data — support access, revoking codes and sessions