Moneris Go Restaurant - Troubleshooting and support
Table of Contents
Overview
Troubleshooting
General Troubleshooting
Troubleshooting Go Restaurant Portal
Troubleshooting the Go Restaurant POS app
Troubleshooting the KDS app
Troubleshooting Moneris Go terminal
Troubleshooting printer setup
Error messages related to printing
Contact us
Contact us
Telephone support
Merchant Direct Message Centre
Ordering point-of-sale supplies and receipt paper
Business insights
Overview
Begin with general troubleshooting and then consult specific sections as needed.
Troubleshooting
General Troubleshooting
Begin with these general troubleshooting steps.
- Get the latest app. If your Go Restaurant POS app or KDS app is not working as expected, make sure you update to the latest version of the app
-
Reboot your device.
- To restart your Moneris Go terminal, press the power button for 2 seconds. Tap Reboot. Tap Reboot again to confirm.
- To restart your Moneris Go Plus terminal, press the power button until a menu appears. Tap Restart.
- To restart your iPad, refer to the instructions that came with your device.
Troubleshooting Go Restaurant Portal
| Issue | Solution |
| I made a change in the portal, but the change is not reflected in the Go Restaurant POS app or KDS app | Sign out of the app and sign back in. |
Troubleshooting the Go Restaurant POS app
| Issue | Solution |
| The payment is complete on the terminal but the tablet app is still waiting for the payment to be completed | The scenario can occur if the terminal does not send a clear message to the Go Restaurant app that a transaction has been completed. Consult Troubleshooting card payments. |
| I made a change in the portal, but the change is not reflected in the POS app or the KDS app | Sign out of the app and sign back in. |
| Message: Maximum tablet access reached | Contact Moneris Sales to discuss increasing the number of licences for Go Restaurant. |
| When placing a takeout order, the Orders screen does not refresh after a new order is submitted. | Tap Back (top left of the screen) to return to the order type screen and tap Takeout. This will refresh the loaded orders on screen and any missing orders should appear. |
| Invalid username or PIN | If you receive this error message when signing in, try signing in again. If you still get the error message after several attempts, contact your manager or administrator to verify your username and PIN. |
| Finding the version of the app | The version number of the app appears on the sign in screen. You can also look in the App store on your iOS device. |
Troubleshooting the KDS app
| Issue | Solution |
| I signed in and don't see any orders in progress. | Every time you sign out or close and reopen the Kitchen Display System (KDS) app, it clears the entries and you begin with a clean slate. This means that in-flight orders will not be visible when you sign in again. It is advisable to sign into the KDS app at the beginning of your work day and not close it until your business is closed for the night. |
| I made some changes to my kitchen settings in the portal but they are not reflected in the KDS app | Sign out of the app and sign back in. |
| An order was sent from the Go Restaurant POS app but it does not appear in the KDS |
When placing an order, make sure the tablet running the Go Restaurant POS app is connected to a network with Internet access. Both the Go Restaurant POS app and the KDS app must be able to access the Moneris cloud through the Internet. |
Troubleshooting Moneris Go terminal
| Issue | Solution |
| Moneris support staff made a change to my terminal settings, but I don't see the change yet. | Restart your terminal. Refer to the general troubleshooting above. |
| Everything is working except payment processing | If you have tried the general troubleshooting steps above and continue to experience payment issues, contact Moneris. |
Troubleshooting printer setup
| Issue | Solution |
|
The Kitchen printer is not printing tickets The receipt printer is not printing receipts |
Review the printer setup instructions under Hardware overview, and ensure that:
|
| Tickets are being accumulated instead of printing as they come in. | Ensure the kitchen printer is on the same network segment as the tablet on which you are placing orders using the Go Restaurant POS app. |
Error messages related to printing
- If the Go Restaurant POS app is unable to print an item (for example, a receipt or an order ticket) to a printer, it will display an error message.
Note: The app will display only one error message for each printer it is configured to work with, even if you have sent multiple items to the printer. You must resolve the error before any other print jobs can be successfully printed to that printer.
- Tap Expand to view the printer error. The panel expands to display all errors.
- Follow the directions in the error message. For example, make sure the printer is powered on, connected to your network, and able to print. Refer to detailed steps in Set up the kitchen printer or Set up the receipt printer.
- Choose one or more of the following actions.
- Tap Collapse to collapse the error panel.
- Tap Reprint all to re-send all unprinted items to the printer.
- Tap Clear all to delete all errors from the panel. You can clear the errors even if the printer is not working, for example, you have given the orders to the kitchen staff verbally to allow them to proceed without printed order ticket(s).
- Tap x at the top right corner to close the error panel and continue working with the Go Restaurant app. When you place the next order, the error panel will appear again if the error is not yet resolved.
Contact us
Contact us
To get help, you can call Moneris Customer Care or log in to Merchant Direct.
Telephone support
| For questions regarding: | Contact: |
|
hardware portal and application payment transactions |
Moneris Customer Care 1-866-319-7450 24 hours a day, 7 days a week |
|
purchasing new products increasing the number of licences for Go Restaurant |
Moneris Sales (Go Restaurant) 1-866-761-1047 |
Merchant Direct Message Centre
Sign into Merchant Direct by following these steps:
- Visit Moneris.com, and click Login.
- On the Portals page, look for Moneris Portal.
- On the tile for the Moneris Portal, click Launch portal.
- Log into the Moneris Portal. If you don't have an account for the Moneris Portal, use your MD2 credentials.
- After logging into the Moneris Portal, locate the tile for Merchant Direct and click Launch.
- Use the Message Centre to send a secure message directly to Moneris Customer Care.
Ordering point-of-sale supplies and receipt paper
Visit shop.moneris.com to purchase point-of-sale supplies including receipt paper rolls.
Business insights
Access Moneris Insights for business and payment news, trends, customer success stories, and quarterly reports & insights.
To sign up for Moneris Insights, refer to Moneris Insights - Getting Started.
ON THIS PAGE
Overview
Troubleshooting
General Troubleshooting
Troubleshooting Go Restaurant Portal
Troubleshooting the Go Restaurant POS app
Troubleshooting the KDS app
Troubleshooting Moneris Go terminal
Troubleshooting printer setup
Error messages related to printing
Contact us
Contact us
Telephone support
Merchant Direct Message Centre
Ordering point-of-sale supplies and receipt paper
Business insights