Help Centre

Back to home

Help Centre

Troubleshooting / Frequently Asked Questions

Troubleshooting / Frequently Asked Questions

FAQs

Customer Orders

How do I cancel an order?

What should I do if customers are choosing/ordering from the wrong store location at our menu site?

Why are my customers not receiving email confirmations ?

How can customers change their order?

How can customers change their orders?

Why am I not receiving emails of my order confirmation?

How will customers know about their order?

How do I print my orders at the time of the pre-order being placed and closer to the order ready time?

Order Navigation in the OrderUp Console

Coupon Code Text Field

See more

Managing your Store Settings

I want to receive a copy of email confirmations for each order?

I'm receiving an offline error on my menu. What does this mean?

How do I add a credit card surcharge?

Why isn’t my Google Food Ordering working?

Why is my store offline?

How do I turn on/off the "With Group" Option?

How do I place a test order?

Why is my pick up time / Delivery time not showing on my site?

How do I add a Sunday Surcharge/Public holiday surcharge?

How to update my email address in the console?

Are you able to enable a required checkbox that makes my customer have to acknowledge my store's message?

Why is my coupon code not working?

How do I change my URL and how create a C-NAME Vanity URL?

How do I hide "Skip to Menu" options?

I forgot my Order Up console password. What do I do?

See more

Hardware

Connecting OU Terminal to IP Printer

Can I install the OU Printer app on my android device?

What do I do if the printer's dockets aren't clear?

Where can I buy a replacement cable for my printer?

How do I change time zones on my printers?

Where can I buy paper rolls for my Order Up printer?

See more

Payments

What's the difference between PAY ON ACCOUNT and Pay on Pickup / Delivery ?

Why is my Apple Pay not working for delivery?

Why is the processing of a payment lagging?

I have just been activated with OU Payments. Why are there no funds showing in my account?

Lightspeed

How do I import & sync my Lightspeed menu in Order Up?

Why is my Lightspeed/Order Up order not automatically printing?

Can you turn off you online ordering in Lightspeed?

POS Surcharges and OU Surcharges

Admin Processes

Can't log into backend console

How can I update my Direct Debit details?

How can I request a refund? (OU Payments users only)

What should I do if our business goes through a Change in Ownership?

Marketing

How to add an "Order" button to your Facebook page

ANZ Uber Direct

ANZ Uber Direct Merchant Support