Troubleshooting

Use this sequence first: identify the business and token/date, check the connection, read the current error, then verify the saved record before repeating a request. The entries below do not require changing internal configuration or production data.

T01. Cannot log in or no OTP

Symptoms: Cannot log in or no OTP.

Possible causes: Wrong registered number, country code, delivery delay or inactive/unlinked staff.

Steps: Recheck the exact registered number. Wait for the resend control and use the latest code. Ask the owner to check staff access.

Verify: The correct shop and your own identity open.

Contact support when: The registered number is unavailable, blocked or still rejected after a controlled retry.

T02. Account access or subscription restriction

Symptoms: Account access or subscription restriction.

Possible causes: Expired plan, blocked/limited account, missing seat or failed payment confirmation.

Steps: Owner opens Subscription & Billing and reads status/expiry. Check the existing payment before starting another checkout.

Verify: The required entitlement/status is active and the action becomes available.

Contact support when: A confirmed payment/approved service has not been reflected.

T03. Service does not appear

Symptoms: Service does not appear.

Possible causes: Inactive/soft-removed item, wrong business, stale form or Counter service scope.

Steps: Owner checks Services. Confirm the item is active and assigned to the counter. Reload the token form after saving.

Verify: The appropriate current service is selectable.

Contact support when: The catalog looks correct but the server rejects it.

T04. Walk-in token will not generate

Symptoms: Walk-in token will not generate.

Possible causes: Missing service/required answer, invalid number, changed price/revisit quote, intake/account restriction or network failure.

Steps: Keep the form open. Read its error. Fix the highlighted field and review the new amount. Verify no token was already created, then retry once.

Verify: One new Waiting token with the intended amount appears.

Contact support when: An acknowledged submission has no visible record or keeps failing.

T05. Token status does not update

Symptoms: Token status does not update.

Possible causes: Connection lost, stale client or action rejected due to a changed state.

Steps: Read Live/Offline and wait for sync. Reopen/reload the queue once. Check the same token in history before pressing another action.

Verify: The token has one consistent current status.

Contact support when: Two online clients disagree after reconnect.

T06. QR does not work

Symptoms: QR does not work.

Possible causes: Unassigned/inactive/wrong QR, damaged print or invalid destination.

Steps: Scan with a second phone. Owner checks Account > QR Assign and the actual business on the link. Replace a damaged print.

Verify: The correct business and service choices open.

Contact support when: A valid assigned QR still resolves incorrectly.

T07. QR says full, unavailable or closed

Symptoms: QR says full, unavailable or closed.

Possible causes: Daily cap, held payment places, hours/breaks, intake/queue pause, inactive service or location restriction.

Steps: Owner checks QR policy and current issued count, hours, intake and queue state. Customer stays near the configured premises and grants location only if needed.

Verify: The page correctly offers intake, or accurately explains why it is closed.

Contact support when: Availability contradicts the saved settings after refresh.

T08. Tracking link missing or invalid

Symptoms: Tracking link missing or invalid.

Possible causes: Link copied incompletely or wrong token identifiers.

Steps: Use the original token confirmation/message link. Do not guess another ID. Ask reception to confirm the token and share its supported link.

Verify: Your own token number/status appears.

Contact support when: The correct issued link consistently fails.

T09. ETA is too early or late

Symptoms: ETA is too early or late.

Possible causes: Wrong service duration, missing start/complete actions, busy/incompatible counters, pause/break or stale sync.

Steps: Check recorded statuses and actual staff capacity. Owner reviews service minutes and hours. Refresh the current estimate and communicate a practical delay.

Verify: ETA reflects current conditions; it remains an estimate.

Contact support when: A reproducible schedule/counter mismatch persists.

T10. Queue is stuck or paused

Symptoms: Queue is stuck or paused.

Possible causes: Pause state, no compatible available counter, active slot already occupied or held work.

Steps: Read queue and counter state. An authorized user resumes a legitimate pause. Finish/hold/no-show the correct current work before next call.

Verify: The intended Waiting token can be called.

Contact support when: No compatible work moves despite correct online configuration.

T11. Staff permission error

Symptoms: Staff permission error.

Possible causes: Wrong access mode, missing Reports/History permission, expired session or other-device login.

Steps: Owner checks Staff card, active link, mode, services and permissions. Staff signs in again on the intended device after agreeing which session is used.

Verify: Only intended allowed controls work.

Contact support when: Configured access still returns rejection; include the error, not OTPs.

T12. TV pairing fails

Symptoms: TV pairing fails.

Possible causes: Wrong pairing QR, display limit reached, wrong owner account, unavailable camera or blocked network.

Steps: Open the real Display page on the TV. Owner uses Display Devices > Link Display > Scan TV QR Code and scans the QR on that TV. Check camera permission, seat usage and internet. Reload the pairing screen if needed; do not assume refresh creates a new device ID.

Verify: Correct business name and linked device appear.

Contact support when: Scanning the correct pairing QR with an available seat repeatedly fails.

T13. TV data or layout is outdated

Symptoms: TV data or layout is outdated.

Possible causes: Reconnecting, old build, wrong paired business or unsaved display settings.

Steps: Compare the business name. Save Display Settings, reload the display normally and wait for reconnect. Verify a fresh sample status change.

Verify: Both the chosen layout and new token state appear.

Contact support when: Online TV and Dashboard remain different after normal refresh.

T14. TV has no sound

Symptoms: TV has no sound.

Possible causes: Autoplay blocked, browser restarted, muted TV, missing speech voice or unsupported media.

Steps: Press OK/Enter/Select/Space or Enable sound. Check mute/volume/output. Run sound-check.html. Try a current supported browser/device.

Verify: Test chime/language audio and an actual eligible call play.

Contact support when: Sound check succeeds but real announcements fail; report mode/browser/version.

T15. Ads do not play

Symptoms: Ads do not play.

Possible causes: Add-on expired/disabled, creative paused, media unreachable, unsupported codec or busy call timing.

Steps: Check Ads on TV status and active list. Preview the media. Try a short supported MP4 or still image. Allow queue viewing/announcement priority.

Verify: An eligible ad plays without hiding calls.

Contact support when: Media consistently fails on multiple supported devices; include creative name and error.

T16. WhatsApp does not arrive

Symptoms: WhatsApp does not arrive.

Possible causes: Automation/provider unavailable, insufficient prepaid balance, invalid/non-WhatsApp number, withdrawn updates, template or provider failure.

Steps: Check the token exists, wallet balance and message log/result. Verify the customer number privately. Keep operating the queue through screen/reception.

Verify: Provider/delivery status is understood; customer receives eligible updates if the channel is available.

Contact support when: Repeated delivery failures affect valid numbers despite sufficient balance.

T17. Recharge paid but wallet balance is unchanged

Symptoms: Recharge paid but wallet balance is unchanged.

Possible causes: Payment still pending, return interrupted, webhook/reconciliation delay or wrong account.

Steps: Check the existing transaction/payment reference. Refresh wallet once and confirm the correct business. Do not pay again to repair the old request.

Verify: One corresponding credit appears with the correct amount.

Contact support when: Payment is confirmed but credit/status remains missing.

T18. Reports differ from the dashboard

Symptoms: Reports differ from the dashboard.

Possible causes: Different dates/status filters, pagination, current vs historical scope, missing timestamps or settlement vs collection difference.

Steps: Reset filters, match the India business day, load more if offered and inspect a sample Token Audit. Compare the same metric definition.

Verify: Counts/totals agree for the same scope, or the reason for difference is clear.

Contact support when: A repeatable record-level mismatch remains.

T19. Feedback is missing

Symptoms: Feedback is missing.

Possible causes: Visit not completed/eligible, external destination selected, no submitted review or active filter.

Steps: Owner checks Customer Feedback filters and destination. Customer uses the correct completed-visit link. Check the external site separately if configured.

Verify: An actual submitted InCue review appears in the intended scope.

Contact support when: A successful eligible submission cannot be found.

T20. Slow page, disconnects or browser incompatibility

Symptoms: Slow page, disconnects or browser incompatibility.

Possible causes: Weak Wi-Fi, captive portal, sleeping tab, old TV browser or blocked secure live connection.

Steps: Test another network/device, complete any Wi-Fi sign-in, keep the display awake and use a current browser. Avoid repeated reloads during payment.

Verify: Fresh state updates return reliably.

Contact support when: Multiple supported devices/networks reproduce the same issue.

T21. Accidental complete, no-show, cancel or wrong payment

Symptoms: Accidental complete, no-show, cancel or wrong payment.

Possible causes: Wrong token selected or action meaning misunderstood.

Steps: Stop repeating actions. Note the token/date/action/time. Inspect Token Audit and actual payment receipt. Ask the supervisor/support about the supported correction.

Verify: No duplicate visit/payment is added and the correction is documented.

Contact support when: A closed record or money movement needs correction; no universal undo was verified.

T22. Revisit is not free

Symptoms: Revisit is not free.

Possible causes: Different name/mobile, no eligible original paid/completed visit, expired window, used allowance, new service or emergency upgrade.

Steps: Use the original matching details with permission. Check the quote, window/count and selected services. Do not overwrite someone else's identity to force eligibility.

Verify: The displayed waiver/payable amount matches the qualifying services.

Contact support when: Known qualifying history still produces an incorrect quote.

T23. Appointment checked in but not visible

Symptoms: Appointment checked in but not visible.

Possible causes: Conversion not acknowledged, stale calendar/queue, already linked token or action failure.

Steps: Refresh the appointment and check its linked token/status. Verify the queue/business day. Do not convert repeatedly or create a replacement before checking the first result.

Verify: One linked token exists and shows the correct live queue state.

Contact support when: Confirmed conversion remains missing/inconsistent after reconnect.

T24. Customer paid but no token

Symptoms: Customer paid but no token.

Possible causes: Payment captured but issue failed or response interrupted.

Steps: Open Online Payments > Payments that need you. Verify the payment; use Give token if appropriate, or refund in the provider before Mark refunded. Preserve the reference.

Verify: Exactly one fulfilled token or a verified refund is recorded.

Contact support when: Payment outcome is uncertain or recovery is blocked.