Support for POS and QR orderingHelp with
iButler.
Call us during office hours, or check below whether you can fix it yourself. Has ordering or payment stopped outside office hours? Call the emergency line, daily until 22:00.
Call us during office hours, or check below whether you can fix it yourself. Has ordering or payment stopped outside office hours? Call the emergency line, daily until 22:00.
Try these steps first. If that doesn't work, call support.
1. Is the device switched on, and is the plug or battery connected properly? 2. Is the internet working? Open a website on the same device, or on another device on the same network. 3. Is it one device or all of them? If it is one device, the problem is probably that device. If nothing works at the same time, it is usually the internet or the wifi.
Often, yes. Reload the page first. If that doesn't help, switch the device off and on again. Do not clear browser data unless support asks you to.
iButler keeps working in offline mode: POS, handheld, QR ordering, kitchen display and payment. As soon as the connection is back, everything syncs automatically. How to get the connection back: 1. Check whether other devices do have internet. 2. Look at the lights on the modem and router. Do they look different from normal? Unplug them, wait 10 seconds and plug them back in. Wait until they have fully started up. 3. Is a network cable connected? Check that it is firmly plugged in at both ends. 4. Reload the iButler page or restart the device. 5. If the internet doesn't work on any device, call your internet provider. If the internet works but iButler doesn't, call support.
1. Reload the page. 2. If that doesn't help, switch the device off and on again. 3. If it keeps freezing, call support.
1. Is the printer light on? If not, check the plug and try another socket. 2. Is a light flashing or is the printer beeping? Often the paper has run out or the cover isn't closed properly. 3. Open the cover. Is there a roll inside, and is it the right way round? This is often shown on a sticker inside the cover. Close the cover firmly and press the feed button. 4. Is the network or USB cable secure at both ends? 5. Switch the printer off, wait a few seconds and switch it back on. 6. If only this printer isn't printing and the others are, the problem is this printer. If nothing prints, first check whether the internet works. 7. If that doesn't work, call support and say which printer it is (for example the printer in the kitchen).
1. Is the roll the wrong way round? Receipt paper only prints on one side. Turn the roll round. 2. Use thermal receipt paper of the right size. 3. If the receipt stays faint, call support.
Which dishes print on which printer is set per department. You change this yourself in iButler in the cloud. If you can't work it out, call support and give the dish and the department it should have printed in.
1. Does the display have internet? Check whether other devices are working. 2. Are the orders arriving on the POS? No: fix the internet first (see POS and handheld). Yes: call support. 3. Reload the page or restart the display. 4. Place a test order. If it doesn't come through, call support.
1. Ask the guest to open the normal camera app and hold the phone still, 15 to 30 centimetres from the code. 2. Wipe the camera lens clean. 3. Is it dark or is the code reflecting light? Tilt the phone slightly or add more light. 4. Is the sticker damaged or dirty? Call support.
1. Does the guest have internet? Mobile data is usually enough. Try with another phone. 2. If it doesn't work for any guest or table, the problem is not the phone. Check whether the POS has internet and call support. 3. In the meantime, take the order with the handheld or at the POS.
Guests pay online with iDEAL, Apple Pay, Google Pay, Bancontact or credit card. If it doesn't work: 1. Ask the guest to choose another payment method. 2. Ask the guest to check that their banking app or wallet works. 3. Let the guest pay at the POS, with the handheld or with the payment terminal. 4. If it fails for several guests, call support.
The payment terminal works via wifi or 4G. If the connection drops, it stores payments and sends them as soon as the connection is back. 1. Is the battery flat? Put the terminal on the charger. 2. Is wifi or 4G switched on on the terminal? 3. Do you have a separate network for guests? Check that the terminal is on the network for the POS and staff. 4. Are you out of wifi range, for example on the terrace? Move closer to the inside or use 4G. 5. Restart the terminal. If more devices have no internet, also restart the modem and router. 6. Still no connection? Call support.
1. Open the cover and check the receipt roll. The sticker inside the cover shows how the roll goes in. 2. Insert a new roll and close the cover properly. 3. Check wifi or 4G and restart the terminal if needed. 4. Check that the charger is plugged into the socket properly.
Tap-to-Pay is an app on your phone. 1. Is NFC switched on (on Android)? Turn off battery saver. 2. Remove a thick or metal case from your phone. 3. Ask the guest to hold the card or phone still against the back of your phone for a few seconds. 4. Does your phone have internet? 5. Restart the app or your phone. Also check that your phone's software is up to date. 6. If it still doesn't work, take payment with the payment terminal or at the POS and call support.
1. Do you have a separate network for guests? Check that the POS, handhelds and payment terminal are on the network for the POS and staff. 2. Restart the modem and router. 3. Does the wifi drop out in one place, for example in the kitchen or on the terrace? Note where and call support. 4. If you have wifi from Wappstars, call support. If you have your own router, call your internet provider first.
Yes. Wappstars supplies business wifi with a separate network for the POS and staff, apart from the network for guests. We first measure the coverage at your location.
Everything is ready within 1 to 5 working days, including training. Training is available in Dutch, English or Chinese.
At least your menus, prices and the floor plan of your business. Together we check which devices you already have and whether they work with iButler.
Yes. Together we decide which dishes print on which printer. You decide where the printers go.
| A question, explanation or change, on working days | Support 040 711 4761 Monday to Friday, 09:15 – 17:00 |
|---|---|
| A fault during office hours | Support 040 711 4761 Monday to Friday, 09:15 – 17:00 |
| Ordering or payment has stopped, outside office hours | Emergency line 040 304 3388 Daily 09:15 – 22:00 |
| Passing on something that is not urgent | info@i-butler.nl |
| The internet is down on every device and you have your own router | Your internet provider |
If there is a problem, we look at your screen live and remotely via TeamViewer. It is already on your system, so you do not need to install anything. Call support and we will look at it together.