Orders aren't appearing / syncing

Orders are missing from where you expect them — the admin, the KDS, or across devices.

Symptoms

• A sale made on the POS doesn't show in the admin (or vice versa).
• Aggregator (Grab / Foodpanda) orders don't appear.
• An order shows as orphan or unassigned.

Likely causes

1. Connectivity. The POS couldn't reach the server, so the order is queued on the device.
2. Looking in the wrong place. All orders — including aggregator orders — land together in Order Management.
3. Orphan order. An order that lost its link to a table/session needs reassigning.
4. KDS routing. The item's category isn't routed to that kitchen display.

How to fix

1. Check the tablet's internet connection. Once it's back online, queued orders usually sync automatically — keep the app open until they do.
2. Look in Order Management, where every order (POS, online, kiosk, delivery, aggregator) appears together.
3. For an order flagged as orphaned, follow Orphan Sales Orders to reassign it.
4. If items are missing from a Kitchen Display, confirm the product's category is routed to that KDS.

Still stuck?

Note the order number (or time and outlet), which device created it, and where it should have appeared, then contact support. Don't re-ring the sale until you've confirmed it didn't sync — that can create duplicates.