A guest says they ordered but you never saw the order, or no orders are coming in at all? Work through the checks below in order — most problems are solved in the first three. Your Sociavore dashboard is always the source of truth: if an order is there, it was placed.
No orders at all and guests say they can't order?
1. Find the order in your dashboard
Click Orders in the left menu. Every website, kiosk and Google order is listed here with its Order #, Created time, customer, total, type, Requested Time and status. Use Search orders to look for the order number or the guest's first or last name.
- Check the location. The list only shows orders for the location selected at the top right of the dashboard. If you have several locations, switch and search again.
- Pre-orders arrive when they are placed, not on the pickup day. An order placed today for Saturday is emailed, printed and listed today. Sort or look at the Requested Time column so you don't miss orders for later dates.
2. Check orders with "Payment required"
By default, the Orders list hides orders where the payment never went through. To see them, open the Payment Status column filter (the funnel icon), tick Payment required and click OK. Tick the other statuses too if you want to see every order at once.
An order with Payment required means the guest started checkout but the payment didn't complete (for example, the card was declined or they closed the page). These orders are not emailed to you, printed or sent to your POS, and the kitchen should not make them. Ask the guest to order again.
If a guest says they were charged but you only see a Payment required order (or no order at all), message us with the guest's name, email, the amount and the time, and we'll check the payment for you.
3. Check how you get notified
If the order is in the dashboard but nobody noticed it, the problem is the notification, not the order. Sociavore notifies you the moment an order is paid:
- Email and text message: go to Store → Ecommerce Settings → Settings (open Settings) and scroll to Order Notifications. Each location has its own list of email addresses and phone numbers. If the list for a location is empty, no order emails are sent for that location. Add a shared inbox (for example orders@yourrestaurant.com) as a backup.
- Lightning Dashboard: keep scvr.app open on the tablet or computer in the kitchen, logged in to the right location. Please check How to Manage Orders in the Lightning Dashboard to understand how new orders appear there.
- Spam folder: order emails come from no-reply@sociavore.co. Mark them as "not spam" so they keep landing in your inbox.
4. The order didn't print
Orders are sent to your printer as soon as they are paid — pre-orders included. If an order is in the dashboard but didn't print:
- Check the printer is on, has paper and is connected to the internet (a CloudPRNT printer needs its network light on).
- Open the order in Orders and use Print (order, receipt or kitchen ticket) to send it again.
- Please check Setting up a Star MCP30 CloudPRNT printer to understand how the printer connects to Sociavore.
5. The order isn't in your POS (Square, Toast or another POS)
- Square: go to Store → Ecommerce Settings → Payments (open Payments). Your Square connection must show Connected for the right Square location, and order sync must be set to Full order details. With Payment only, Square receives the payment but not the order items, so nothing appears on your Square POS or kitchen display. Please check How to Connect Square to Allow Customers to Checkout and Pay Online to understand the connection and location settings.
- Toast, Clover and other POS (through Bridge): if you receive an "Order Failure" email, the order is still in your Sociavore dashboard — make it from there, then message us with the order number so we can check the connection.
- Deliverect or Cuboh: check the order in your Deliverect or Cuboh dashboard first, then message us with the order number if it's missing there.
6. Guests can't place orders
If orders stopped because guests can't order, the message they see on your menu tells you why:
- "Online ordering is temporarily paused. Please check back soon." — the menu is paused. Open the menu in Menus and click Restart orders. Please check How to Temporarily Stop Accepting New Orders from Your Online Menu to understand how pausing works.
- "Online ordering is currently not available" — the store is turned off. Go to Store → Ecommerce Settings → Settings and set Store status to Active.
- "Online ordering is currently closed" or "[menu] is not available right now" — the menu is outside its pickup or delivery hours, or today is a closed day. Check the menu's schedules and any special days you set. Please check Pickup Schedules for Online Ordering Menus and Holiday Hours & One-Day Closures to understand how hours and closures work.
- "Ordering is disabled" — the schedule has no open days. Open the pickup or delivery schedule and turn on at least one day.
- "Sorry, ordering is full at the moment" — every time slot left today is full or past its cut-off. Please check Order Pacing to understand how slot limits work.
- In the dashboard, a menu that shows Set a schedule instead of Accepting orders has no pickup, delivery or table schedule yet, so guests can't order from it.
Still can't find it?
Message us in the chat or email support@sociavore.co with your website address, the guest's name and email, the order time and the amount. If you have the order number from the guest's confirmation email, include it — it's the fastest way for us to find it.