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Troubleshooting

This page covers the most common issues customers may encounter when using CliqMenu's ordering system, along with solutions. If you are a business owner, you can share these solutions with your customers or use them to diagnose issues reported to you.

QR Code Does Not Work​

Symptoms: Scanning the QR code does nothing, opens the wrong page, or shows an error.

Solutions:

  • Check camera permissions — make sure the browser or camera app has permission to access the device camera. On most phones, go to Settings and then Privacy and then Camera to check.
  • Use the built-in camera app — most modern phones (iPhone and Android) scan QR codes automatically through the camera app. Third-party QR scanner apps can sometimes cause issues.
  • Try opening the URL manually — if the QR code is printed on a card or poster, look for the URL printed below it and type it directly into the browser.
  • Check for physical damage — if the printed QR code is scratched, faded, or partially obscured, it may not scan correctly. Consider reprinting it from BMS.
Business owners

You can always test your own QR codes by scanning them yourself. If they consistently fail, regenerate and reprint them from the QR & Social section in BMS.

Symptoms: Items the customer wants to order are greyed out or marked as unavailable.

Solutions:

  • This is not a bug — the business or its staff have intentionally changed the stock status of the item. This can happen during busy periods when an ingredient runs out.
  • Try again later — the item may become available again when the business restocks.
  • Ask staff — if the customer is on-site, they can ask a staff member whether the item will be available again soon.
For business owners

If customers are reporting items as unavailable that should be orderable, check the stock status in OMS. Staff may have accidentally toggled an item. See the Stock Management guide for details.

Payment Failed​

Symptoms: The online payment did not go through, or the customer sees an error on the Stripe checkout page.

Solutions:

  • Check card details — ensure the card number, expiry date, and CVV are entered correctly
  • Try another card — the card may have insufficient funds or may be blocked for online transactions
  • Contact the bank — some banks block unfamiliar online transactions. The customer may need to approve the payment via their banking app.
  • Choose a different payment method — if online payment is not working, the customer can select "Cash at Counter" or "Card at Counter" instead (if the business has enabled these options)
  • Clear browser cache — in rare cases, cached data can interfere with the payment page. Try opening the menu in a private/incognito browser window.
note

CliqMenu uses Stripe for secure online payments. CliqMenu never stores customer card details. All payment processing is handled by Stripe, which is PCI-DSS compliant.

Order Status Not Updating​

Symptoms: The customer placed an order but the status has been stuck on "Received" or another stage for a long time.

Solutions:

  • Refresh the page — although updates are automatic, a page refresh can resolve rare connection issues
  • Check internet connection — a weak or disconnected internet connection will prevent status updates from appearing
  • Be patient during busy periods — if the business is handling many orders, it may take longer for staff to progress orders through the stages
  • Ask staff directly — if the customer is on-site, they can ask a staff member about the status of their order using their order number
For business owners

If customers frequently report that order statuses are not updating, make sure your OMS operators are progressing orders through each stage promptly. The customer tracking page reflects exactly what is set in OMS.

Cannot Find Past Orders​

Symptoms: The customer wants to view a previous order but cannot find it.

Solutions:

  • Sign in with Google — order history is only available to customers who sign in with their Google account. Orders placed without signing in are not saved to any account.
  • Check the correct Google account — if the customer has multiple Google accounts, they need to sign in with the same account they used when placing the original order.
  • Check the browser — if the customer placed the order without signing in, the order may still be visible in the same browser tab or session, but will not appear in order history.

Did Not Receive Confirmation Email​

Symptoms: The customer placed an order but did not receive a confirmation or ready-for-pickup email.

Solutions:

  • Check the spam or junk folder — automated emails sometimes get filtered by email providers
  • Verify the email address — the customer may have mistyped their email during checkout. Unfortunately, the email cannot be changed after the order is placed.
  • Email was not entered — if the customer skipped the email field during checkout, no emails will be sent. The order is still valid; the customer should track it via the on-screen status tracker.

Still Need Help?​

If none of the above solutions resolve the issue, customers can contact the business directly using the details shown on the FOS menu page. Business owners can reach CliqMenu support at support@cliqmenu.com.