Common problems and quick fixes

This page collects the problems AirQR users run into most often, with the quickest fix for each. Find your symptom below. If nothing here helps, call or WhatsApp +91 96573 22724, or email support@airqr.in, and tell us your restaurant name, the page, and what you see on screen.

Can't sign in, or "session expired"

If you are signed out, or your session has ended, opening any dashboard page takes you to Sign in ("Welcome back"). Sign in again and AirQR returns you to the page you were on.

• Sign in with the Work email and Password you were given.
• "Too many attempts — please wait a few minutes." means too many tries in a short time. Wait, then try again carefully.
• Signed in but see "Your login isn't linked to a business"? Your login isn't part of a business yet. Ask your owner or manager to add you and give you a login from the Staff page (see Staff, logins and roles). New businesses are set up by AirQR.
• Forgot your password? There's no "forgot password" button on the sign-in page. Staff: ask your owner or manager (Staff → ⋯ → Email a reset link, or Reset password). Owners: contact AirQR and we reset it.

I can't see X: a page, a menu item or a setting is missing

The sidebar only shows the screens your business uses and your role may open, so a missing page is usually on purpose. There are three reasons, and the message you see (if you open the page from a link or bookmark) tells you which one it is.

1. The module is turned off. Each part of AirQR (Reservations, Takeaway, Kitchen display, Loyalty and so on) is a module that's on or off as a whole, for the whole business or for one outlet. Screens of a module that's off disappear from the sidebar, the search (Ctrl K / ⌘ K), the Overview and Settings. Opening one shows This module is off for your business., This module is off at this outlet. or "(module) needs (other module) to be turned on first."

• Fix: an owner (or a manager the owner allows) turns it on in Settings → Modules. Check the At each outlet switches too, and that you're on the right outlet (the outlet name at the top). Turning a module on brings back its screens with all their data: nothing is deleted when a module is off.
• If you can't open Settings → Modules, ask an owner. See Modules: turn features on and off.

2. It's not in your plan. Modules your plan doesn't include aren't in the sidebar either (the search, Ctrl K / ⌘ K, shows them with a lock), and Settings → Modules lists them as Not in plan. Opening one shows "(module) isn't included in your plan." or a page with Included in (the plan that has it) and See plans. An action may say "Kitchen display is included in the Growth plan and above. Upgrade in Settings → Billing."

• Starter lets you use 4 modules from its list (Table QR ordering, Takeaway & counter pickup, Online ordering, Order-ready screen, Printing, Cash drawer, Offers & coupons, Smart upsell, Google review booster, Menu languages). With all 4 on, turning on another says "Your Starter plan includes 4 modules and all 4 are on. Turn one off, add (module) for a monthly fee, or upgrade your plan."
• Growth includes every module except Multiple outlets and the AI waiter. Pro and the free trial include everything.
• Owners can add a single module for a monthly fee (Add for ₹…/month on its card) or upgrade on Plan & billing. After moving to a smaller plan you may be asked to Pick the modules to keep. See Modules and Plans and billing.
• Limits work the same way: "Your Starter plan includes 15 tables per outlet…" means you've reached a limit. Nothing that already exists stops working.

3. Your role doesn't include it. Each role sees only its own screens: a waiter doesn't see Payments, a kitchen login sees the kitchen display, a delivery rider sees their deliveries. If your business made its own roles, you see exactly what the owner ticked for yours.

• "Your role doesn't have access to that page. Ask an owner or manager if you need it." appears on the Overview when you open a page your role can't use.
• "You don't have permission to do that." appears when you try an action your role can't do, such as a waiter voiding an item or giving a discount.
• Fix: an owner or manager changes your role on the Staff page, or changes your role's permissions in Staff → Roles. Each role's screens are listed in Staff roles: who sees what. Settings → Modules itself is for owners, and managers only when an owner allows it.

Quick check

Old per-feature on/off switches (the loyalty programme switch, "Take online orders", "Take takeaway orders", the delivery toggle, "Take orders on the kiosk", "Show the AI waiter") no longer exist: the module is the only switch.

Menu changes not showing on the guest's phone

1. Refresh the guest page. An open menu doesn't reload by itself; pull down or reopen the QR link.
2. Check the outlet. Prices, availability and sold-out can be set per outlet. Make sure you edited the outlet the guest is at.
3. Sold out: an item marked Sold out shows as sold out and can't be added. Turn it back in stock in the menu builder (see Sold out and availability).
4. Hidden or scheduled: a hidden item, or a menu outside its scheduled hours, isn't shown (see Menu schedules).
5. Language: if the guest is viewing a translation, update the translation too (see Menu translations).

A guest can't order at a table

First check the basics: is the module on in Settings → Modules (Table QR ordering, Takeaway & counter pickup, Online ordering (pickup) or Self-order kiosk), and is ordering paused? QR ordering pauses with Pause QR ordering in Settings → Ordering, and online orders with the button at the top of Takeaway & delivery. For bookings, check Pause bookings on the Reservations page.

Then check the message the guest sees:

• "Scan the QR code on your table to order for dine-in.": the guest opened a general link, not the table's QR, or that table's QR code is paused. Ask them to scan the code on the table. In QR codes, check the table's code isn't Paused (⋯ → Activate).
• "Ordering from the menu is turned off here — please order with your waiter.": QR ordering is paused, or its module is off. Switch off Pause QR ordering in Settings → Ordering, and check the Table QR ordering module is on in Settings → Modules (see Modules).
• Private links: with private links on, only your printed QR codes and shared link work. An old or guessed address won't open (see Private links).
• "We're closed right now — schedule your order for when we open." or "We're very busy right now — please schedule your order for later.": an online order placed outside opening hours, or while online orders are paused with Busy? Pause online orders on Takeaway & delivery. The guest can schedule it, or you can end the pause.
• "This restaurant isn't taking orders right now.": the outlet can't be found or isn't active. Contact support if you didn't expect this.
• Plan ended: after the plan and its 7-day grace end, the menu stays viewable but ordering is switched off (see the plan section below).
• "Too many orders in a short time": a safety limit. Staff can take the order on the POS.

Orders not reaching the kitchen, or tickets not printing

• Waiting for approval: if Staff must approve QR orders is on, new QR orders show as Awaiting approval. On the Kitchen display a manager or front-of-house can tap Accept or Reject; kitchen-only logins see "Waiting for front-of-house to confirm". Takeaway and online orders are accepted on Takeaway & delivery.
• Pay first: orders that must be paid first show "Waiting for payment at the counter" until the cashier records the payment.
• Station filter: on the kitchen display, check you aren't filtered to one station.
• Printers: for printers that don't print, print strange characters, or cut text off, see Printer troubleshooting.

Stock is only deducted once an order is accepted into the kitchen.

Kitchen and board screens: no sound, not updating, or offline

No sound. Browsers block sound until someone touches the page. After opening or reloading the Kitchen display, Takeaway & delivery or the order-ready TV screen, tap the screen once. On the order-ready screen, tap Tap to enable sound. Also check the speaker icon (Toggle sound) at the top of the kitchen display isn't crossed out, the device volume is up, and the tablet isn't on silent or do-not-disturb.

Not updating. AirQR screens update by themselves: live when a change happens, plus a regular check every few seconds to half a minute (depending on the page) as a back-up. The checks pause while the tab is hidden and catch up when you come back. If a screen looks stuck, refresh the page. Keep kitchen and board screens as the front tab, with battery saver off and the screen set not to sleep.

Offline banner. If the internet drops, you'll see "You're offline. This page needs the internet and may be out of date — the POS keeps working offline and syncs when you're back." Keep billing on the Point of sale: it keeps taking orders and printing on that device and syncs when the connection returns. QR ordering, online orders and kitchen screens on other devices need the internet; orders taken offline reach them after the device syncs. See Offline POS.

Plan ended, read-only dashboard, or AI credits used up

Plan ended. When a trial or paid plan ends, you keep full access for 7 more days (grace). After that, the account becomes read-only: pages show Your plan has ended, "Choose a plan to switch this back on. Your data is safe and your digital menu is still live." Guests can still view the menu but can't order. Nothing is deleted. The owner chooses a plan on Plan & billing and everything switches back on (see Plans and billing).

AI credits used up. AI menu import, AI descriptions and AI translations use AI credits. Each plan includes a number per calendar month: Starter 100, Growth 1,000, Pro 3,000 (300 during the free trial). When they run out you'll see "Your … plan includes … ai credits this month. Upgrade in Settings → Billing to add more." Credits reset at the start of the next month. Until then you can type menu items and translations by hand, or upgrade on Plan & billing.