A customer calls: “I placed my order 20 minutes ago.” Nothing on the kitchen tablet, nothing in your Orders log. Before you assume something broke, work through these checks in order. Most missing orders aren’t missing. They’re on a view you weren’t looking at.

Quick checks (try these first)

  1. Get the order number and the channel from the customer. Every ticket carries an order number (for example, “Order #4231”) and a channel badge (App / Web / QR Table 5 / iPad Kiosk 1). If the customer received a confirmation, they have an order number. If they never received a confirmation at all, skip ahead to Hypothesis 5: the order may never have been created.
  2. Refresh the admin log and wake the tablet. Reload admin.eatsyorders.com → Orders, then wake the Order Management tablet and bring the app back to the front if the screen was locked or the app was in the background.
  3. Confirm you’re looking at the right surface. The Orders log in admin.eatsyorders.com and the Order Management tablet are two different products. The tablet is the live kitchen kanban; the admin log is the historical view with scheduled orders and active deliveries. An order can be sitting in one while you stare at the other. See Order Management Training.

Start here. Before anything else, check the location switcher in the top-left and which Orders tab you're on. Those two together explain most "missing" orders, and both take about ten seconds to rule out.

Diagnose the root cause

Hypothesis 1: the order is there, on a different tab or a different location

The Orders log isn’t one list. It’s a log view with By Creation Date, By Scheduled Date, Active Deliveries, and Driver Payments tabs. An order placed today for tomorrow won’t appear where you expect if you’re on the wrong tab. Separately, the location switcher in the top-left of every page in admin.eatsyorders.com scopes the entire dashboard. There is no “All Locations” aggregate view in the merchant admin currently, so you’re always looking at exactly one location at a time. If the customer ordered from your second location and you’re viewing your first, the order is invisible to you.

How to verify. Check all four Orders tabs, not just the default one. Then check the location switcher in the top-left and confirm it’s set to the location the customer actually ordered from.

How to fix. Switch the tab, switch the location, or both. If your own login can’t see the location in question, that’s a permissions scope, not a bug: employees can be assigned to specific locations, and a Manager at Location A can be locked out of Location B’s data. Ask an account owner to look, or have your permissions adjusted. See Staff Permissions and Multi-Location Setup.

Hypothesis 2: the kitchen tablet lost its connection

The Order Management tablet shows a green “Connected” badge in the top-right when it’s online. If that badge is missing, the tablet isn’t receiving new tickets in real time. Orders already accepted on the device stay cached locally, which is why the rail can look normal while nothing new arrives.

How to verify. Look for the green “Connected” badge on the tablet. Then open admin.eatsyorders.com from your phone or a laptop and search the Orders log for the order number. If the order shows up in admin but not on the tablet, the problem is the device, not the order.

How to fix. Get the tablet back online. Eatsy reconnects automatically, and the “Connected” badge returns once it does, so give it 60 seconds before doing anything drastic. If the connection doesn’t come back, tether the tablet to your phone’s hotspot as a temporary bridge and work the full outage playbook in Internet Outage During Service.

Hypothesis 3: the order was scheduled, not placed for now

Customers can schedule orders for later. A scheduled order is a real, paid order, but it isn’t a “make this right now” ticket, so it won’t behave like the ones your line is used to seeing.

How to verify. In admin.eatsyorders.com → Orders, open the By Scheduled Date tab and look for the order number there. If it’s there, nothing is broken.

How to fix. Nothing to fix. Note the scheduled time and tell the customer when it will be ready. If you’re unsure how far in advance a scheduled order reaches your kitchen tablet, confirm it with your onboarding manager before service so you’re not guessing during a rush.

Hypothesis 4: the order arrived and nobody noticed it

This is the uncomfortable one, and it’s common enough to check honestly. The audio alert plays when a new order arrives, but the alert is configurable and it can be turned off. In a loud kitchen, “soft chime” is effectively off. It’s also a known day-one mistake for staff to dismiss the alert without reading the ticket.

How to verify. On the tablet, scroll the New column and look for the order number directly. Then check Settings → Order Management → Audio on the tablet itself. If it’s set to off, or set to soft chime in a noisy kitchen, you’ve found your answer. Also check that the tablet’s own volume isn’t turned down.

How to fix. Set the alert to loud bell, and configure the alert to require explicit acknowledgment so a ticket can’t be dismissed without being read. Then retrain the line on the four-status flow: New, In progress, Ready, Completed. See Order Management Training.

Hypothesis 5: the order was never created, because the payment didn’t go through

If the customer never received a confirmation, there’s a good chance no order exists on your side at all. A payment that fails at checkout doesn’t produce a ticket, so there’s nothing for the dashboard to show.

How to verify. Ask the customer directly whether they got a confirmation. Then open your gateway dashboard (Shift4 or NMI) and look for an authorization around that time with no matching order in Eatsy. Also confirm in Account → Settings → Payment providers that your gateway is connected and live, not still in test mode.

How to fix. Refund anything in the gateway that isn’t tied to a real order, then get the customer to place the order again. If payments are failing repeatedly and not just once, that’s its own diagnosis: see the troubleshooting guide for customers who can’t pay.

When to contact us. If you've worked through all five hypotheses and the order still isn't anywhere, open a support ticket. Email support@eatsyorders.com or call +1-929-413-3080 and include the order number, the channel the customer used, the location, the approximate time the order was placed, and whether the customer received a confirmation. That last detail is the one that tells us fastest whether we're looking for a lost order or a failed payment.