HelpFix a problemNobody's being called / the line isn't moving

Nobody's being called / the line isn't moving

People are waiting, but nobody's being called. Nine times out of ten it's one of two things: nobody has pressed Call next, or the person at the desk can't serve this line. Here's how to get it moving.

Everyone Where: Queue 3 min read

Quick answer. turnda never calls people automatically — someone presses Call next on the Queue. Signing in at a counter is optional (only a signed-in counter shows as staffed and has your serves tagged to it — calling works without; at a stop with one counter, staff who are not signed in call to that counter), so a stuck line usually just needs a person to call.

Quick checklist

Cause	How to tell	What to do
You can't serve this line	The Queue says "You can't serve this line yet." You're not assigned to it. Signing in at a counter (Switch counter) does not grant access on its own — if the counter is at a location you're not assigned to, turnda refuses it and tells you to ask a manager.	Ask a manager to add you to the line's location on Team. Once you're assigned, taking a counter is optional again — it just shows who's at each counter and tags your serves — see PIN sign-in.
Nobody is calling	turnda never calls people automatically. If the desk is busy or nobody's watching the screen, the line just sits still.	Whoever's serving needs to press Call next on the Queue to bring the next person forward.
It only looks stuck	An appointment that isn't due yet holds its reserved time under Appointments first and isn't called early. Or everyone is on hold or marked a no-show. Or the line is closed or paused under its open hours — so no new people arrive, which is different from not being called.	Recall a held visitor, or clear no-shows, to bring live people forward. Check opening hours if new joins have simply stopped.
You still have someone open	Your own counter still has a visitor. The screen says “Your counter still has someone being served — complete them first.”, “… someone on the way — complete them or mark them a no-show first.” or “… someone on hold at it — bring them back or move them first.” On My stops it reads “You still have A004 open at Cashier. Finish them first.”	Finish, no-show or bring back that visitor. Then Call next works again. One person calls one visitor at a time.

An unstaffed counter shows on the dashboard A counter with people waiting and nobody signed in shows as a needs-attention alert on the dashboard.

Serve button not working, or an error when calling? That's different from an idle line. Note exactly what it says, then contact support with the line's name.

You can't serve this line

How to tell. The Queue says "You can't serve this line yet." — you are not assigned to it.
Taking a counter does not fix it. If the counter is at a location you are not assigned to, turnda refuses it and tells you to ask a manager.
What to do. Ask a manager to add you to the line's location on Team.
Afterwards. Taking a counter is optional again — it just shows who is at each counter and tags your serves. See PIN sign-in.

Nobody is calling

turnda never calls people by itself. If the desk is busy or nobody is watching the screen, the line simply sits still.
What to do. Whoever is serving presses Call next on the Queue to bring the next person forward.

You still have someone open

How to tell. Call next is greyed out or refused. The screen says your counter still has someone being served, on the way or on hold. On My stops it reads “You still have A004 open at Cashier. Finish them first.”
What to do. Complete them, mark them a no-show, or bring them back from hold. Then call the next person.

It only looks stuck

An appointment that is not due yet holds its reserved time under Appointments first and is not called early.
Everyone is on hold or marked a no-show. Recall a held visitor, or clear no-shows, to bring live people forward.
The line is closed or paused under its open hours — so no new people arrive, which is different from nobody being called. Check the hours if joins have simply stopped.