Use this article to help you quickly troubleshoot common ordering issues that can come up while using the Mobile app. It covers a few of the most frequent problems you may run into and how to resolve them.
Mobile
Mobile ordering is unavailable at this time.
Cause
Resolution
No Active Event
Check for an active Event
On the Admin Portal > Events page confirm that there is an active Event created and that the Start date and time have been set correctly.
No Active Products
Confirm the location has active products
On the Admin Portal > Locations & Menus > Locations page, click on the "Menu" link for the location to access the location menu
Confirm that there are products available at the location and that they are toggled to Active (blue toggle)
No Products with Inventory
Confirm products at this location have inventory set
On the Admin Portal > Locations & Menus > Locations page, click on the Inventory icon to access the Inventory page
Ensure that each product has available inventory
Mobile Ordering = OFF
Unfortunately, our service is not currently available.
Please check again later
Cause
Resolution
No Public Products
Confirm the location has products available to the public
On the Admin Portal > Locations & Menus > Locations page, click on the "Menu" link for the location to access the location menu
On the "Public" column
Check to make sure that each product that should be available to the public has a green checkmark in this column.
You can click the icon to toggle between the red "X" (not public) and the green checkmark (public)
No Active Location
Confirm the location is Active
On the Admin Portal > Locations & Menus > Locations page
Confirm that the toggle button on the location is set to the Active state (blue color).
Locations that are Inactive will have their toggle set to the gray color
Event and Location type do not match
Confirm the Event and Location type match
On the Events page, find your event and check its Event Type (if any)
On the Admin Portal > Locations & Menus > Locations page, click on the "Event Type" link for the location to access the Event Type menu
Make changes here as needed according to your venue
If the event does not have an Event Type, the "Included Event Type" for your location should be blank
If the event is using an event type, that event type should be included in the "Included Event Types" window
Click to select the event type and use the green arrows to move the event types between windows
Mobile Throttling Enabled
View Mobile Throttling settings as needed
Venues that use mobile throttling will experience this message when the ordering is paused
You can view and edit the location's configuration on the Admin Portal > Locations & Menus > Mobile Order Throttling page
Mobile Ordering Unavailable
Mobile ordering is not available at this time
Cause
Resolution
Cutoff Ordering enabled
Confirm cutoff ordering has not been enabled for this event
On the Admin Portal > Events page click the "Orders" link for your event
Click the red "Cutoff Services" button at the top of the page
On the window that appears check the Services and their "Ordering" column to confirm if any have been cutoff (check marked)
You can find more information on our support article: