Home Troubleshooting

Troubleshooting

Fix common problems with sound, printing, a closed store, payments, SMS, promo codes and the dashboard.
By Hamad
• 9 articles

New orders make no sound

For: Owners, Branch staff, Operations Where: The bell and the live status in the top bar Available: Web dashboard and Zyda phone app (Android) · All countries An order came in, but nobody heard it. Most of the time the browser blocked the sound, or the dashboard lost its connection. Work through these checks in order. How it works The dashboard rings only while it is open in a browser tab. It rings for the store you have open, and only for the branches you can see. Two things in the top bar tell you if sound can reach you: - The bell: a crossed-out bell means order sounds are off. A dot means the browser is blocking sound. - The live status next to the bell: Connected, Reconnecting or Offline since a time. While it is offline, new orders may not reach the screen. The browser blocks sound until you click: "Sound is blocked. Click to turn on order sounds." Quick checks on the web dashboard 1. Look for "Sound is blocked. Click to turn on order sounds." at the bottom of the page. Select it. Browsers block sound until you click the page once, so do this each time you open the dashboard. 2. Select the bell. Check that Order sounds is on. Select Play to test the sound. See Hear new orders and arrivals. 3. Check the live status next to the bell. If it says Reconnecting or Offline since, check your internet. The dashboard reconnects by itself. 4. Check the computer: the volume is up, the speakers are on, and the browser tab is not muted. 5. Keep the dashboard open in a tab, and keep the computer awake. A closed tab or a sleeping computer does not ring. 6. Check that the right store is open. You hear only the store open in the dashboard, and only your own branches. When the connection drops, the top bar says Offline since and a red banner warns you Quick checks in the Zyda app These steps are for the new look of the Zyda app on Android. 1. Go to More > Settings > Notifications. Check that Order ringing is not Off. 2. Check that Orders is on under Push. 3. Allow notifications for Zyda in your phone's settings, and turn the phone's volume up. See Set order alerts and sounds in the app. An order came in with no sound at all An order paid online reaches you only after the payment goes through. Until then it does not ring and does not show in Current Orders. See An order is stuck waiting for payment. If it still does not work Contact Zyda support from the chat bubble in the bottom corner of the dashboard. Send: - the order number that did not ring, and the time it came in - what the live status in the top bar said at that time - the browser you use (for example Chrome or Safari) and the computer or tablet - a screenshot of the top bar and of the bell's sound settings Common questions Do I have to click the page every time? Yes, each time you open or reload the dashboard. This is a browser rule, not a Zyda setting. Does every computer need its own settings? Yes. The sound and the switches are saved for each browser. Set them on each computer or tablet. The ringing choice is saved for your user. Related articles - Hear new orders and arrivals - Set order alerts and sounds in the app - An order is stuck waiting for payment - The dashboard does not load or looks out of date

Last updated on Oct 20, 2026

Orders do not print

For: Owners, Branch staff, Operations Where: Manage > Orders > open an order > the printer button Available: Web dashboard and Zyda phone app (Android) · All countries The kitchen is waiting for a ticket, but nothing comes out of the printer. Check the order first, then the paper size, then the printer. How it works Zyda does not install printer software. Each device prints in its own way: | Where you print | How it prints | Which printers work | |---|---|---| | Web dashboard on a computer | The browser's print window opens. You choose the printer there. | Any printer your computer can print to. | | Zyda app on an Android phone | The phone's print screen opens. | Any printer your phone can print to. | | Zyda app on a Sunmi device | Straight to the built-in paper roll. It can print new orders by itself. | The device's own printer. | On the web dashboard, every receipt prints when you select the printer button. The web dashboard does not print new orders by itself. Only a Sunmi device does. The Zyda app rows are for the new look of the app on Android. The iPhone version does not have the new look yet. For the new look, see Print orders from the app or a Sunmi device. Print options next to the printer button: Language, and Paper Thermal or A4 Quick checks on the web dashboard 1. Check that the order is paid. An unpaid order has no printer button. See An order is stuck waiting for payment. 2. Select the arrow next to the printer button to open Print options. Under Paper, choose Thermal for an 80 mm receipt printer, or A4 for an office printer. 3. Select the printer button. In the browser's print window, choose your receipt printer, not a PDF or another printer. 4. Print a test page from your computer's printer settings. If that fails too, the problem is the printer or its connection, not Zyda. 5. Check that the printer is on, has paper, and its cover is closed. To print many orders at once, see Accept an order and move it to the next step. Bulk print takes up to 50 orders. Quick checks in the Zyda app 1. On a Sunmi device, go to More > Settings. Under Printing, check that Built-in printer says Ready. 2. Select Print a test receipt. 3. If new orders do not print by themselves, check that Print orders automatically is on. See Print orders from the app or a Sunmi device. If it still does not work Contact Zyda support from the chat bubble in the bottom corner of the dashboard. Send: - the order number that did not print - where you printed from: the web dashboard, the Zyda app, or a Sunmi device - the printer's make and model, and how it connects (USB, Wi-Fi or Bluetooth) - what you saw: a message, an empty page, or nothing at all For help to set up or connect a printer, contact your printer's seller. If your orders print from a point of sale system, contact that system's provider. Common questions Which printer should I buy? Any receipt printer your computer can print to works with the web dashboard. To print each new order by itself, use a Sunmi device with a built-in printer. The receipt is cut short or has a long empty end. Why? The paper size does not match the printer. Open Print options and choose Thermal for a receipt roll or A4 for a sheet printer. Related articles - Accept an order and move it to the next step - Print orders from the app or a Sunmi device - An order is stuck waiting for payment

Last updated on Oct 20, 2026

Customers see your store as closed

For: Owners, Operations Where: Home > Needs you Available: Web dashboard · All countries A customer says your store will not take their order. Open your store as a customer does, read what it says, and fix the cause below. How it works Your online store can be closed for three reasons: | The customer sees | Why | |---|---| | "Sorry! We can't receive your order at the moment", with no menu and no picture | Your store is unpublished. | | Closed, or Opens with a time, next to a branch | The branch is outside its opening hours, on a holiday, or closed for today. | | Busy, or "Sorry, this branch is busy" | Someone set the branch as busy. | An unpublished store: "Sorry! We can't receive your order at the moment" What still works when your store is unpublished - Your online store, its checkout and your payment links do not open. Customers see the message above. - Orders you take in the dashboard still work, if the customer pays cash, by card on delivery or in store. Quick checks 1. Open your store as a customer. Select the Help icon in the top bar, then Visit Store. 2. If you see "Sorry! We can't receive your order at the moment", go to Home. Look for Your store is unpublished under Needs you. 3. The store owner selects Publish store, then Approve. The store opens again at once. 4. If Publish store does not work, check your plan in Finance > Plan. A cancelled plan or an unpaid invoice closes the store. Pay the invoice, and the store opens again. See Check your plan and next bill. 5. If a branch shows Closed, check its opening hours and holidays in Setup > Branches. See Add a branch and set its opening hours. 6. If a branch shows Busy, go to Manage > Orders. On the busy bar, select Set as Available, or Edit availability when you see more than one branch. See Pause new orders when you are busy. 7. Check Needs you on Home again. It also lists an unpublished branch, or delivery or pickup that is off, with a button to fix it. See Fix what needs you on Home. If it still does not work Contact Zyda support from the chat bubble in the bottom corner of the dashboard. Send: - your store link - a screenshot of what the customer sees, and the time - the branch, and whether it was for delivery or pickup - the customer's area, if it was a delivery order Common questions Can I unpublish my store myself? Yes, if your role has the Publish or unpublish the store switch. The Owner role has it. Select your brand's name in the top bar, then All brands, then Unpublish. See Take a brand offline or publish it again. To stop orders for a short time, set your branches as busy instead. Who can publish the store? People whose role has the Publish or unpublish the store switch. The Owner role has it. Zyda does not publish a store whose plan is cancelled. My store is open, but one customer cannot order. Why? Check that a branch delivers to the customer's area, and that the branch is open at the time they chose. A customer can also schedule an order for when the branch opens. Related articles - Fix what needs you on Home - Pause new orders when you are busy - Add a branch and set its opening hours - Check your plan and next bill

Last updated on Oct 20, 2026

A customer cannot pay online

For: Owners, Operations, Finance Where: Setup > Payments Available: Web dashboard · All countries A customer wants to pay by card, but the payment does not show at checkout or does not go through. Find out which of the two it is, then follow the checks. How it works Customers pay online through your payment gateway: the company that takes card payments for you, such as Tap, MyFatoorah or Paymob. Your store shows only the online methods that your gateway has approved and that you turned on. When a payment fails, the order is not placed. It does not reach your Orders list. What the customer sees when a method is not offered for their order type The customer sees no way to pay online 1. Open your store as a customer. Select the Help icon in the top bar, then Visit Store. If you see "Sorry! We can't receive your order at the moment", your store is unpublished. See Customers see your store as closed. 2. The store owner goes to Setup > Payments. Under Online payments, check that your gateway says Connected. In review means the gateway has not approved your account yet. Rejected shows the reason when you open it. 3. Select Manage on your gateway. Check that the method the customer wants, such as KNET or Apple Pay, is on. 4. If the order is from a branch with its own gateway, check that gateway too in Setup > Branches. 5. If the customer sees "No payment method is available for this order type", check which order types each method is offered for. See Turn cash and card machine payments on or off. See Connect a payment gateway for online payments. The payment does not go through 1. Ask the customer for the exact message. - "The payment did not go through. Try again or use another card." The bank or the card turned it down. The customer can try another card or another method. - "Something went wrong. Please try again." Ask the customer to try again in a few minutes. - "We did not get a reply in time, so your order may still have been placed." Do not ask the customer to pay again yet. Check if the order arrived first. 2. Find the payment in Understand > Sales > Report. Search by the order number. Check its Status. See Find an online payment in the sales report. 3. If the payment shows Initiated, the customer did not finish paying. See An order is stuck waiting for payment. If it still does not work Contact Zyda support from the chat bubble in the bottom corner of the dashboard. Send: - the order number, or the time the customer tried to pay - the payment method, for example KNET, a credit card or Apple Pay - the message the customer saw, or a screenshot of it - the payment Reference from Understand > Sales > Report, if there is one Never ask the customer for their card number. Never send card numbers to Zyda support. Common questions The customer was charged, but I have no order. What now? Find the payment in Understand > Sales > Report. A payment can reach the bank late. When it is captured, the order is placed and reaches Orders. If it does not, contact Zyda support with the payment Reference. Can I take the card payment for the customer? No. Send the customer a payment link instead. See Take an order by phone, WhatsApp or at the counter. Related articles - Connect a payment gateway for online payments - Turn cash and card machine payments on or off - Find an online payment in the sales report - An order is stuck waiting for payment

Last updated on Oct 20, 2026

A payment link does not open

For: Owners, Branch staff, Operations Where: Manage > Orders > Create Order > Send payment link Available: Web dashboard and Zyda phone app (Android) · All countries You took an order by phone and sent a payment link, but the customer says it does not open or does not work. The link opens your online store's checkout, so your store must be published for it to work. How it works When you choose Send payment link on a phone order, Zyda sends the customer a link to your store's checkout. The customer pays there, on their own phone. - Zyda sends the link by SMS to phone numbers in Kuwait and Egypt, and by WhatsApp to numbers in other countries. - The link works for 7 days. - The order reaches Orders only after the customer pays. After you send it, the order screen says "The payment link was sent to the customer." Select Open the link to see what the customer sees. After you send it: The payment link was sent to the customer, with Open the link Quick checks 1. Select Open the link on the order screen. If it shows "Sorry! We can't receive your order at the moment", your store is unpublished. Payment links and online checkout do not work until you publish it. See Customers see your store as closed. 2. If the customer sees Cart Expired, "Your cart has been expired, please create a new one", the link is older than 7 days, or the customer already placed the order. Check Manage > Orders for the order first. If there is none, take the order again and send a new link. 3. Check that your store takes online payments. See A customer cannot pay online. 4. If the customer did not get the link at all, check the phone number on the order. See A customer did not get an SMS. 5. If the customer paid but you see no order, see An order is stuck waiting for payment. While your store is unpublished, you can still take the order in the dashboard with Cash, Card on delivery or Paid in store. See Take an order by phone, WhatsApp or at the counter. If it still does not work Contact Zyda support from the chat bubble in the bottom corner of the dashboard. Send: - the time you sent the link, and the branch - the customer's phone number - what the customer sees when they open the link, or a screenshot of it Common questions Can I send the link myself? Yes. Right-click Open the link, or press and hold it, and copy the link. Send it to the customer yourself. Do not copy the address from the store page after the link opens. The store removes the payment details from it. Does the customer need an account? No. The link opens the order you prepared, ready to pay. Related articles - Take an order by phone, WhatsApp or at the counter - Customers see your store as closed - A customer did not get an SMS - An order is stuck waiting for payment

Last updated on Oct 20, 2026

An order is stuck waiting for payment

For: Owners, Operations, Finance Where: Understand > Sales > Report Available: Web dashboard · All countries A customer says they ordered and paid online, but the order is not in Manage > Orders. The order is still waiting for the payment to go through. Your kitchen does not see it until then. How it works When a customer pays online, the order waits while the customer pays with their bank or card company. Then one of three things happens: | What happens | What you see | |---|---| | The payment goes through. | The order reaches Orders and rings, like any new order. | | The payment fails. | The order does not reach Orders. | | The customer does not finish paying within 1 hour. | Zyda marks the payment as expired. The order does not reach Orders. | Zyda checks for expired payments every 30 minutes. So an unpaid order can wait up to about 1.5 hours. When a payment fails or expires, the order's stock, daily capacity and any promo code go back. Sometimes a bank confirms a payment late, even hours later. When it does, the order is placed then and reaches Orders. You cannot cancel or print an order that is still waiting for payment. The sales report: search an order number to see its payment status Quick checks 1. Get the order number from the customer. It is in their order confirmation. 2. Go to Understand > Sales > Report. Choose Order number and search for it. See Find an online payment in the sales report. 3. Read the payment's Status: - Captured: the money was taken. The order should be in Orders. Search for it there. - Initiated: the customer did not finish paying. Ask them to check their bank app. If they were charged, wait for the bank to confirm. - Failed, Declined or Abandoned: the payment did not go through. Ask the customer to order again. 4. To see all unpaid checkouts, go to Home. Under Checkout, select the Unpaid checkouts number. See Read your Home page. If it still does not work Contact Zyda support from the chat bubble in the bottom corner of the dashboard. Send: - the order number and the time the customer paid - the payment Status and Reference from Understand > Sales > Report - the payment method, for example KNET or Apple Pay - a screenshot of the customer's bank message, if they say they were charged Common questions The customer was charged, but the order failed. What happens to the money? If the bank confirms the payment later, the order is placed and reaches Orders. If the order stays unpaid, contact Zyda support with the payment Reference. Why did the customer's promo code stop working after a failed payment? It did not stop. A failed or expired payment gives the code back, so the customer can use it on a new order. Related articles - Find an online payment in the sales report - A customer cannot pay online - Read your Home page - Refund an order in full or in part

Last updated on Oct 20, 2026

A customer did not get an SMS

For: Branch staff, Operations, Owners Where: Your online store > checkout > verification code Available: Web dashboard · All countries A customer says the code or the link never arrived. First find out which message they are waiting for. Each one is sent in its own way. How it works | Message | When it is sent | How it is sent | |---|---|---| | Verification code | The customer confirms their phone number on your store, before they order. | WhatsApp first. Egypt numbers get SMS first. The customer can switch. | | Payment link | You choose Send payment link on a phone order. | SMS to Kuwait and Egypt numbers, WhatsApp to other countries. | | Order accepted | You accept the order. | SMS, only if order status messages are on for your store. | | New order time | You change an order's time and tick Notify customer. | SMS. | The verification code has 4 digits. The customer can ask for a new code after 30 seconds. Each new request makes the wait longer. The code screen on your store: Resend, and Send via SMS instead Quick checks for a verification code 1. Ask the customer to check the phone number they typed, with the right country code. 2. Ask them to check WhatsApp as well as their SMS messages. The screen says which one was used, for example "We sent a 4-digit code by WhatsApp to" their number. 3. When the resend timer ends, ask them to select Send via SMS instead or Send via WhatsApp instead. This sends a new code the other way. Before the timer ends, no new code goes. 4. If they see "Too many attempts" with a number of seconds, they must wait until the time runs out. If the wait comes back each time, ask them to check the number. If they see "Too many attempts — request a new code below.", they typed a wrong code too many times. Ask them to request a new code. 5. If they see "We can't take orders from this number. Please contact the store.", your store blocked this number. See Block a customer's phone number. 6. If they see "We can't send a code to this number. Please try a different one.", the number is not valid. Ask them to use another number. Quick checks for other messages - Payment link: check the phone number on the order. See A payment link does not open. - Order accepted: this SMS is off unless Zyda support turned it on for your store. Only Zyda support can change it. It is not sent for dine-in table orders, walk-in orders or orders from your own system. - New order time: the SMS goes only when the new time is later and Notify customer is ticked. See Change an order's due time. Campaign, review and loyalty messages use your SMS credits. See Buy SMS credits. If it still does not work Contact Zyda support from the chat bubble in the bottom corner of the dashboard. Send: - the customer's phone number, with the country code - which message they expected: verification code, payment link or order message - the time they tried, and the order number if there is one - a screenshot of the message they see on your store Common questions Does a verification code use my SMS credits? No. Zyda sends verification codes, and the payment links you send from a phone order, without your SMS credits. Can customers order without a code? Yes, if you choose No code under Phone number check. The order is then not tied to a confirmed number. See Set preparation time, auto-accept and checkout options. Related articles - Block a customer's phone number - A payment link does not open - Change an order's due time - Buy SMS credits

Last updated on Oct 20, 2026

A promo code does not apply

For: Owners, Marketing, Operations Where: Grow > Offers Available: Web dashboard · All countries A customer types your code at checkout, but it is refused, or the total does not go down. The message they see tells you why. Ask for it first. How it works Zyda checks every rule of the offer when the customer applies the code: the dates and hours, the order type, the branch, the area, the items, the minimum spend and who the customer is. If one rule does not fit, the code is refused with a message. A refused code: Your order subtotal didn't reach the minimum required amount, with Remove Voucher Quick checks 1. Ask the customer for the exact message, or a screenshot. Find it in the table in What customers see when they use an offer. It says which rule refused the code. 2. Go to Grow > Offers and open the offer. Check that it is live: not paused, not ended, and its uses or budget are not used up. See Manage your offers. 3. Check the code's spelling against the offer. Ask the customer to type it again. 4. Check the offer's rules against the order: order type, branch, area, items, minimum spend, days and hours, and which customers it is for. See Choose who, where and when an offer works. 5. If the customer sees "Your code is not used: an automatic offer saves you more", the customer already has a better discount. See How automatic offers and promo codes work together. 6. If the customer had a loyalty reward on the order, the code replaces it. A reward and a promo code cannot be on the same order. To test a code, place an order on your own store with it. Then cancel it with the reason Duplicate, fake or test order, then Test order. Only people who can refund orders see Test order. A cancelled order gives the code's use back. See Cancel or reject an order. If it still does not work Contact Zyda support from the chat bubble in the bottom corner of the dashboard. Send: - the code and the offer's name - the message the customer saw, or a screenshot of it - the order type (delivery or pickup), the branch, and the customer's area - the cart total, and the time of the order Common questions The code worked yesterday. Why not today? Check the offer's days and hours, and its end date. Then check if it reached its total uses or its budget. Can a customer use two codes on one order? No. A new code replaces the code already on the order. The store says "Have another code? It replaces this one." Related articles - What customers see when they use an offer - Choose who, where and when an offer works - How automatic offers and promo codes work together - Manage your offers

Last updated on Oct 20, 2026

The dashboard does not load or looks out of date

For: Owners, Operations, Branch staff, Marketing, Finance Where: Any dashboard page Available: Web dashboard · All countries A page stays blank, a button does nothing, or the dashboard looks different from what your team sees. Most of the time a refresh fixes it. Clear your browser's stored data only if a refresh does not help. How it works Zyda updates the dashboard often. A browser tab that stayed open since before an update keeps the old version. When that happens, the dashboard tells you: - "A new version is available" with Refresh, at the bottom of the page. - "A new version is available" with Refresh, inside an order or a customer that does not open. The dashboard never reloads by itself, so you do not lose an order you are typing. Select Refresh when you are ready. A part of the page that cannot load: A new version is available, with Refresh Quick checks 1. If you see "A new version is available", select Refresh. 2. If you see "Something went wrong! Please refresh the page", reload the page. 3. Reload the page and skip the browser's stored copy: press Ctrl + Shift + R on Windows, or Cmd + Shift + R on a Mac. 4. Check your internet. Look at the live status next to the bell in the top bar. It should say Connected. 5. Sign out and sign in again. 6. If none of this helps, clear the browser's stored data for Zyda. Follow the steps for your browser below. Clearing cookies and site data signs you out. Keep your email and password ready. See Sign in and reset your password. Clear stored data in Chrome on a computer 1. Press Ctrl + Shift + Delete on Windows, or Cmd + Shift + Delete on a Mac. 2. Set the time range to All time. 3. Tick Cached images and files. Untick the others. 4. Select Delete data, then reload the dashboard. 5. If the problem stays, do it again with Cookies and other site data ticked too. This signs you out of websites. Clear stored data in Safari on a Mac 1. In the menu bar, select Safari, then Settings. 2. Select Privacy, then Manage Website Data. 3. Search for zyda. 4. Select the Zyda entries, then Remove. Select Done. 5. Reload the dashboard and sign in again. Do not choose Block all cookies. With it on, you cannot sign in to the dashboard. Clear stored data on an iPhone or iPad 1. Open the Settings app. 2. Tap Safari. On newer versions, tap Apps first, then Safari. 3. Tap Clear History and Website Data, then confirm. 4. Open the dashboard again and sign in. Clear stored data in Chrome on Android 1. In Chrome, tap the menu (three dots), then Delete browsing data. On older versions it is called Clear browsing data, under Settings > Privacy and security. 2. Tick Cached images and files. 3. Tap Delete data, then open the dashboard again. If it still does not work Contact Zyda support from the chat bubble in the bottom corner of the dashboard. Send: - the page that does not load, and what you see on it - a screenshot of the whole screen, with any message - the browser and its device, for example Chrome on Windows or Safari on an iPad - whether a teammate on another computer has the same problem Common questions Do I need an auto refresh extension? No. New orders reach the dashboard on their own while it is connected. The live status in the top bar shows the connection. Will clearing the browser delete my orders or settings? No. Your orders, menu and settings are saved with Zyda, not in the browser. Clearing cookies and site data signs you out and resets this browser's order sounds. Set them again from the bell. See Hear new orders and arrivals. Related articles - Sign in, or reset a forgotten password - New orders make no sound - Find your way around the dashboard

Last updated on Oct 20, 2026