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MenuSnap help & support

From menu setup to everyday checkout, find instructions, check an issue or contact MenuSnap support.

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What do you need help with?

Only the restaurant owner or an authorised administrator should change restaurant settings or access permissions.

Account & access

I cannot sign in or activate my account

Start with these checks

  1. Check the registered email address, activation message and spam folder. Use the sign-in page for password recovery; never share credentials.
  2. Merchant accounts must be activated through the email link before sign-in. Password reset links are sent only through the registered email address.

Still need help? Include Restaurant, account email, affected device and exact error; no password or PIN.

A staff member or terminal cannot access the restaurant

Start with these checks

  1. Ask an authorised manager to check the selected restaurant, employee role and device authorisation. Check connectivity before changing settings.
  2. POS and KDS devices must be authorized for the correct restaurant. Restaurant owners control staff access, roles and PINs in the merchant dashboard.

Still need help? Include Restaurant, account email, affected device and exact error; no password or PIN.

Orders & checkout

An order or sync status is unclear

Start with these checks

  1. Compare the restaurant, table, order number and time on the affected devices. Do not clear local data or submit the order again to diagnose it.
  2. When a payment or synchronization result is unclear, keep the app open and avoid repeating the action until the current status has been checked.

Still need help? Include Order or bill number, amount, payment method, time and time zone.

I need to check a split bill or payment

Start with these checks

  1. Check the items, discounts, paid shares and remaining balance. Confirm an independent terminal payment before recording it; splitting a bill does not charge a card.
  2. If a result is uncertain, do not repeat the charge. Record the order number, amount, time and payment method before contacting support.

Still need help? Include Order or bill number, amount, payment method, time and time zone.

Kitchen, printers & pickup

The kitchen or pickup screen is missing an order

Start with these checks

  1. Check the restaurant, station, connection and order state. A paired pickup display shows ready-order calls, not every order.
  2. KDS, printing and pickup displays require the appropriate plan, compatible devices and setup. A kitchen ticket and a guest receipt serve different purposes.

Still need help? Include Restaurant, order number, device model, connection, app version and visible task status.

The printer is connected but no ticket prints

Start with these checks

  1. Confirm the printer is powered on, has paper and is connected by the configured USB, network or Bluetooth method.
  2. Have an authorised manager check the ticket type, rule, template, routing and selected printer, then the print executor and job status. Do not repeatedly print a live order to test it.
  3. A successful system test print confirms the device connection but does not by itself confirm that receipt routing and restaurant print rules are configured correctly.

Still need help? Include Restaurant, order number, device model, connection, app version and visible task status.

Members & offers

I cannot find a member

Start with these checks

  1. Check the restaurant, membership scope and customer identifier. Ask a permitted employee to review the record; do not create a duplicate member to bypass the issue.
  2. Find their profile and check their membership tier.

Still need help? Include Restaurant, relevant member or coupon reference, order and eligibility message; hide unrelated customer data.

A coupon or promotion cannot be used

Start with these checks

  1. Check the member, eligible items, channel, dates, minimum spend, employee permission and plan. Review the on-screen reason before changing an offer.
  2. Points redemption is available for eligible customer QR orders. POS member recognition and coupons do not imply universal points-to-cash redemption. Benefits follow plan and promotion rules.

Still need help? Include Restaurant, relevant member or coupon reference, order and eligibility message; hide unrelated customer data.

Plans & restaurant management

A feature is unavailable or an allowance is exhausted

Start with these checks

  1. Check the selected restaurant, active plan and current usage in the dashboard. A plan entitlement does not replace device or feature setup.
  2. 31 language options. Your restaurant checks translations, allergens and image accuracy. Processing and AI allowances depend on the task and plan.

Still need help? Include Restaurant, plan or report name, date range, filters and displayed message.

I cannot see the expected restaurant or report

Start with these checks

  1. Check the selected restaurant, staff access, report dates, time zone and filters. Compare the same scope before treating different totals as an error.
  2. Reports follow each restaurant’s scope, time zone and plan. Sales reports are not ingredient-cost or net-profit accounts.

Still need help? Include Restaurant, plan or report name, date range, filters and displayed message.

New to MenuSnap?

Prepare your menu, devices and payment workflow before serving guests.

Tell us what happened

Email hello@menusnap.com with the affected restaurant and a short description. This page opens your email app; it does not send a message.

hello@menusnap.com
Open email app

Hide unrelated personal information in screenshots. Never send passwords, PINs, full card details or secret keys.

Issue description template

Restaurant: 

Affected feature: 

Date, time and time zone: 

What I did: 

Expected result / actual result: 

Optional: device and app version; order reference; redacted screenshot:
Security, privacy and data requests

Report suspected unauthorized access promptly. Do not include credentials or full payment-card information.

Use the same support email for access, correction, deletion, restriction, portability or objection requests. We may need to verify the requester before acting.

Guests should normally contact the restaurant first about order or loyalty data because the restaurant determines how that data is used. MenuSnap will assist the restaurant where required.

Read the privacy policy

Ordering as a guest? Contact the restaurant first about your order, refund or receipt.

Choosing MenuSnap? Contact us about your restaurant.