The status doesn't change
Check the warning on the Track & Pickup page. If a prep station prints tickets instead of using a screen, you see a warning at the top of QR & Takeaway > Track & Pickup. A printer prep station can't mark an order ready, so its status never updates and it never sends a notification. Use a digital prep station for the products you want guests to follow.
The warning for a printer prep station
Are tickets moved on the prep station? The status follows the prep station. If your team doesn't move tickets to Ready to serve or Completed, guests keep seeing Preparing.
The status jumps from Preparing to Completed. The prep station has no Ready to serve step. Add it in the preparation steps of the prep station. Read here how to set up a prep station.
The card shows Preparing straight away. This is expected. A card shows Preparing as soon as the order reaches the prep station.
There is no preparation status on the page
Check that Show preparation status on the order summary page is switched on.
The products in the order don't go to a prep station. This can happen when a guest scans the QR code on the receipt of a sale made on the Tebi App.
A guest didn't get a notification
Check that the channel is switched on under Ready notifications.
The guest wasn't signed up. Guests are only signed up automatically when they enter their email address at checkout. With payment after service, checkout only asks for a name, so guests switch on notifications themselves on the order summary page.
The guest signed up after their order was ready. They don't get a message for that order.
The order was prepared on a printer prep station, or the ticket wasn't moved on the prep station.
Ask the guest to check their spam folder. The email comes from your venue name.
A guest got more than one email
You chose Once per pickup location, and the order was prepared at more than one location. To send one message for the whole order, choose Once per order.
The message says "on its way", but guests collect their order
Switch on Guests pick up their own order under Pickup settings. Read more in Set up pickup locations.
Guests see the name of a prep station
Guests pick up their own order is switched off. Guests then see your prep station names.
The prep station isn't part of a pickup location. Add it to one under Pickup locations.
I don't see SMS
SMS is not available in every country. If you don't see it under Ready notifications, it's not available for your venue yet.
The page says the link has expired
The order summary page works for 24 hours after the first order.
The page still says Payment open
If the guest paid at the counter, ask them to refresh the page.
The QR code is on my Tebi App receipts too
This is expected. The QR code is added to every paid customer receipt. To remove it, switch off Print a QR code on receipts that opens the order summary.
FAQ
Does Track & Pickup work for Takeaway? Yes. It works for table ordering and Takeaway.
Can I change the text of the notifications? No, the text is set by Tebi.
What do notifications cost? Emails are free. SMS costs €0.10 per message sent.
Need help?
If your question is not listed here, reach out to Tebi Support.