Service
Collection numbers: Solving problems
The most common cases involving collection numbers and collection displays — and what's behind each one.
An order does not receive a number.
Check each step in turn: Is a table assigned? Then that's intentional—the table is the identifier; a number would be duplicated. Is it a delivery? Again, no number, as the driver delivers it. Is it simply a voucher sale? Also no number.
If none of these cases remain, the "Activate pickup numbers" switch is probably off. It's located in the Hub under Settings, Pickup Display.
If you activate pickup numbers mid-operation, this will apply from the next order onwards. Orders already taken will remain without a number – in these cases, you'll need to check the order list.
The menu item "Pick-up Display" is missing in the hub.
The entry appears in the sidebar only if pickup numbers are enabled for this location. If it's missing, the switch is off—or you're currently at a different restaurant in the hub. The active restaurant is displayed at the top of the sidebar.
The collection display remains empty.
The display only shows orders from current operations. Two deadlines clear it up, and both are intentional:
A number ready for collection disappears after the set display time, preset to 15 minutes. An order that is still being prepared disappears after four hours—at which point it is no longer a pending order.
If the display is blank in the morning, even though there were still open numbers last night, that's normal. Anything from before the last power outage is simply omitted.
No beep
Browsers don't play any sound until someone touches the page. After setting it up, tap anywhere on the screen – from then on, every page request will produce a sound.
If it remains silent, check the "Activate sound" switch in the settings. This setting applies per device: a second display in the office might be silent, while the one in the dining area is playing. And, quite simply: check the volume of the device itself.
The number disappears too early or too late
This is controlled by the display duration in the settings. If numbers disappear before the customer reaches the counter, increase the setting. If collected numbers pile up on the display, the setting is too high—or no one is marking the transactions as collected.
The clean way has been "picked up".
The display duration is only a last resort. If you serve a guest and tap "Picked Up," the display will automatically remain clear—and you can see in the order list which guests are actually still waiting.
The display shows "Connection interrupted".
If no update is received for one minute, the display shows the message "Connection interrupted — display may not be up to date". The last known numbers remain displayed so that waiting guests are not faced with a blank screen.
Check the Wi-Fi connection of your display device. Once the connection is restored, the message will disappear automatically; reloading the page is not necessary.
Two guests have the same number
The numbering range is from 1 to 999 and then starts again at 1. Additionally, it resets after a period of inactivity exceeding eight hours. Both of these actions can generate the same number a second time—but never on the same day and never while the older number is still pending.
If two identical numbers appear next to each other, one of them is an old transaction that no one has ever marked as collected. Mark it as collected, and the display will be unambiguous again.
The guest is standing there, you can't find the number
Open the order list in the POS app. At the very bottom, you'll find the "Pick-up Numbers" section with all open numbers from the last eight hours, sorted in ascending order—including counter orders that have already been paid for. There you'll find the items and the total amount for each number.
