HelpFix a problemTroubleshooting: start here

Troubleshooting: start here

Something's wrong? Find what you're seeing below, then follow the fix. The four big problems each have their own step-by-step page; the small stuff is answered right here.

Everyone 3 min read

Find your symptom

What you're seeing	What it usually means	Where to fix it
Visitors can't join. The QR or link shows "not accepting joins right now", "not taking visitors right now", or nothing happens.	One of five common causes — the line isn't live yet, it's outside opening hours, it's full or paused, billing is unhealthy, or setup isn't finished.	Why isn't my line taking joins?
People are waiting but nobody's being called.	Usually nobody has pressed Call next yet, or the person at the desk can't serve this line.	Nobody's being called
A customer says they weren't notified.	WhatsApp and email are best-effort — the free tracking link never fails.	A customer says they didn't get notified
The lobby board is blank or shows Offline.	Usually a design that was never sent to a screen, or the screen's own network.	The lobby board is blank or offline

Visitors & the line — quick answers

What you're wondering	The answer
Someone scanned the QR twice — are they in the line twice?	No. Re-scanning brings back their same ticket. They'll see "You're still in the line" with a Resume button. One person, one place.
I changed a setting and nothing happened.	If people are already waiting, a change to the serving rule waits for you to confirm — look for "Change the serving rule now?" and press Apply now. Until you confirm, the line keeps its old rule on purpose.
The page looks stale or out of date.	Refresh it. If your connection dropped you'll see "You're offline. Changes won't save and the page won't update until you're back online." It catches up the moment you're back — but while you're offline, changes are not saved.
I got "Someone else changed this just now".	A teammate saved the same settings a moment before you. Nothing was lost on their side — refresh, check their change, and re-apply yours. This exists so two people can never silently overwrite each other.

Screens & boards — quick answers

What you're wondering	The answer
The pairing code doesn't work.	Codes expire a few minutes after they're shown. Show a fresh one from Devices → Re-pair and type it straight away. Repeated wrong codes pause pairing briefly for safety.
The board shows names I don't want public.	Set the line's privacy to Initials + numbers or Numbers only in Line settings → Visitor page & privacy. No screen can ever show more than the line allows.

Messages & banners — quick answers

What the billing banners mean

What the screen says	What it means	What to do
We couldn't process your last payment. Update your card…	A charge failed, but nothing is blocked yet. You have 72 hours' grace to fix it.	Press Update payment in Billing.
Your subscription is paused — new visitors can't join until you update your card.	The grace ran out. New joins are paused, but everyone already waiting is still served.	Press Update payment in Billing.

Two more quick answers

What you're wondering	The answer
WhatsApp says I'm out of messages.	The location reached its WhatsApp ceiling. A subscribed location resumes on the 1st; on the trial it's 200 for the whole account, for the whole trial, lifting when you subscribe. Nothing is sent in its place, so call those guests by name.
A guest was called but never came.	Their spot is held for the no-show grace (10 minutes by default), then they're marked a no-show. Staff can always press Put back in line if they reappear.

Nothing else stops Everyone keeps their tracking link, and the lobby TV works as normal.

Still stuck? Every page in this section ends with an "If it goes wrong" box for its own problem. When it's genuinely broken, contact support — the Queue's per-visitor Report issue sends us that visitor's full journey so we can see exactly where it broke.