Troubleshooting

Last reviewed: 15 July 2026 · Beat The Queue version: 2.6.0 (11 July 2026)

Work through common checks when orders, menu items, collection slots, printers, payments, domains, or reports do not behave as expected.

New orders are not appearing

1. Confirm the browser is signed in and online.
2. Check the selected operating location.
3. For multi-device accounts, check this browser’s location assignments.
4. Use the Live Orders refresh action.
5. Confirm the account is ready to accept orders.
6. If only one device is affected, compare its browser assignment with a working device.

The new-order sound does not play

1. Confirm the account is in ready mode.
2. Interact with the page once; browsers often block sound until a user gesture.
3. Check device volume and mute settings.
4. Keep the Live Orders page open.

A customer cannot see an item

Check:

• menu valid-from and valid-to dates;
• day and time availability;
• menu-to-location links;
• item and option stock at the customer’s location;
• linked stock-pool availability;
• whether the menu is active; and
• whether the customer is using the intended location URL.

A customer cannot see a collection slot

Check:

• location and private-location status;
• slot date and time;
• earliest visible date;
• remaining capacity;
• manual reservations already consuming capacity;
• menu item slot weights;
• the current user's local time zone; and
• whether the customer is using the correct location or event link.

A printer does not print

1. Check that Print Link is online.
2. Confirm the printer has power, paper or labels, and no hardware error.
3. Check the printer IP address, port, and protocol.
4. Confirm the printer and item use the expected printer location.
5. Send a test print.
6. Review Device Logs at the same time as the test.
7. If the printer’s IP has changed, reserve a stable address and update the configuration.

Square Terminal payment is unavailable

Check:

• Square account connection;
• active payment processor where relevant;
• Square location mapping;
• selected Square location;
• paired terminal status;
• terminal API mode and network connection; and
• whether the staff order is still in a payable pending state.

A custom domain does not work

1. Copy the required CNAME and TXT values exactly.
2. Check that records were added to the submitted hostname, not the root domain by mistake.
3. Allow time for DNS propagation.
4. Run the CNAME, Cloudflare, and SSL validation checks shown in Beat The Queue.
5. Keep using the standard ordering URL until HTTPS is active.

Reports do not match expectations

Check:

• date range and the current user's local time zone;
• location filter;
• refunds and partially refunded orders;
• payment statuses included in the report;
• service charges, tips, and upsells;
• tax-rate mappings; and
• sales and fee account codes.