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 4 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 "Sorry, we can't add you right now", "This place is closed 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 visitor says they weren't notified.	WhatsApp and email are best-effort — the free tracking link never fails.	A visitor says they didn't get notified
The lobby TV is blank or shows Offline.	Usually a design that was never sent to a screen, or the screen's own network.	The lobby TV 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?" and press Apply now (or Start tomorrow to keep today's order and switch tomorrow). 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The page looks stale or out of date.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 & displays — quick answers

What you're wondering	The answer
The pairing code doesn't work.	The code on the TV lasts 15 minutes, and the TV fetches a new one by itself. Type the code the TV is showing now into Devices → Connect a TV. Repeated wrong codes pause connecting briefly for safety.
The lobby TV 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 & alerts — quick answers

What the payment and visits alerts mean

What the screen says	What it means	What to do
Northside · your last payment didn't go through: day X of Y. Fix it by the date shown or you move to Free.	A charge failed, but nothing is blocked yet. You have 14 days' grace with your full package to fix it. If it isn't fixed in time, the business moves to the Free package. The owner sees this in the red bar or the amber Warnings badge and on the Dashboard's Needs attention card.	The owner presses Update card. A manager sees Owner only.
Northside · this month's visits are used up. New visitors are paused until the date shown.	The business has used all its visits for the month. Today's line keeps going. New joins are paused at the end of the trading night, but everyone already waiting is still served. Joins start again with your next billing month.	The owner presses Get more visits, or moves to a bigger package in Billing.

Two more quick answers

What you're wondering	The answer
Emails have stopped going out.	The business has used its monthly email allowance. WhatsApp and the tracking link still work. It starts again with your billing month, or when you move to a bigger package. See The email allowance.
A visitor was called but never came.	Nothing marks a called visitor a no-show by itself — the no-show grace only applies to appointments. Press No-show (or Complete) on them; if nobody does, the visit is closed as "not recorded" after the forgotten-visitor time (120 minutes by default). 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.