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Help Center · 3 articles

Troubleshooting

Specific fixes for buttons, watches, and stuck orders.

014 min read

Table button is not registering presses

A guest is tapping the button but no order arrives — work through this.

Check the dashboard first

  1. 01Open Device Management and find the table's card.
  2. 02Look at the status pill — if it says DAMAGED or REPLACED, the device is offline by design. Pair a new one.
  3. 03Note the Last Pressed timestamp. If it is hours old, the device is not reaching the network.

Battery and range

  • A Hesett calling button runs roughly six months on a single charge under normal use — units with a Press Count above 5,000 since the Installation date are due.
  • If the table is more than 25 metres from the gateway or behind a steel wall, signal can drop. Move the gateway closer or add a repeater.

Re-pair the device

  1. 01Press and hold the button for ten seconds until the LED blinks twice — this resets it.
  2. 02In Device Management, click the three-dot menu on the card and choose Delete Device, then confirm.
  3. 03Press the button once to trigger pairing and complete the new card as you did the first time.

Still nothing?

Mark the card as Report Damaged from the three-dot menu, then use Request Replacement. A new unit will ship without charge if the device is still under the standard hardware warranty.

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023 min read

Staff smartwatch buzzes for the wrong section

The watch alerts on tables outside the waiter's assigned section.

Confirm who the watch belongs to

  1. 01Open Device Management and switch to the Watches tab.
  2. 02Find the watch and check the Assigned To field on the expanded card.
  3. 03If it is blank or shows the wrong name, edit it and save.

Check the floor-plan zones

Watch routing follows the floor plan. Each table is grouped into a zone (for example "Patio" or "Bar") and each zone is mapped to a teammate. Open Floor Plan from the sidebar and confirm the tables in question sit inside the correct zone.

Reassign on the fly

  • During service, an Admin or Manager can drag a table from one zone to another on the floor plan — the routing updates within seconds.
  • If two waiters are covering for each other, give them overlapping zones rather than swapping watches.

Last resort

If the watch keeps vibrating for tables it should ignore, mark it as Report Damaged and request a replacement. A firmware issue on the unit itself is rare but possible.

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033 min read

Order stuck on Preparing

A ticket will not move past Preparing on the kitchen display.

Check the network indicator

The status dot in the top bar of the dashboard should be green. If it is red or amber, the kitchen display is out of sync with the cloud — wait 30 seconds for auto-reconnect before doing anything else.

Confirm a chef is logged in

  1. 01Open Team Management and look at the Active counter at the top.
  2. 02If no Chef role is showing as active, ask the kitchen to sign in — tickets cannot advance without a Chef session.
  3. 03Cross-check the Activity Log for a recent Login row for that teammate.

Manually advance the order

  1. 01Open Orders from the sidebar and locate the stuck ticket.
  2. 02Tap the order to expand it, then choose the next status from the dropdown.
  3. 03Add a short note explaining the manual change so the Activity Log captures it under Order Management.

If it keeps happening

  • Restart the kitchen display tablet once a week — most "stuck" issues come from stale browser sessions.
  • Check that the KDS device is on the same Wi-Fi network as the calling buttons.
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