Troubleshoot missing orders with Square KDS
Orders placed through the Square POS apps should appear on your Square KDS. You may experience missing order issues on your Square KDS if you are running an outdated software version. Learn how to troubleshoot the Square POS apps.
Learn how to route orders to the kitchen with Square KDS and Square for Restaurants.
Learn how to migrate to Android from Square KDS on iOS.
This article provides troubleshooting for Square KDS app and Square Dashboard to address missing order issues.
Before you begin
When to troubleshoot
Missing orders on Square KDS troubleshooting involves steps that may include the following:
Checking your device codes from your Square Dashboard
Confirming your items assigned to kitchen routing categories from your Square Dashboard
Confirming your kitchen routing categories from your Square KDS app
Restarting your Square KDS app
Testing your POS devices connection to your Square KDS app
If at all possible, try to troubleshoot your Square KDS and Square POS app(s) after hours. If you must troubleshoot during the workday, try to avoid peak busy hours so your customers will experience few delays.
Step 1: Check your device codes
Check your device codes to make sure you are signed in to the correct location on your Square KDS app with the matching device code and nickname you previously set up on your Square Dashboard for that device.
Sign in to your Square Dashboard and click Settings > Device Management, then click Device Codes.
Select your device and verify that you are signing in with the correct device code you have assigned to your location by matching the exact device nickname and device code.
If your device code does not allow you to sign in, the device code may have expired. If not used within 48 hours, a device code will expire and you’ll need to reset it. From the Device Codes page on your Square Dashboard, select your device and click Reset to get a new device code.
Learn how to set up device codes and create and assign device profiles.
Step 2: Confirm your order routing
Check that your orders are routed to your Square KDS.
- Sign in to your Square Dashboard and click Settings > Device Management, then click Devices.
- Select your device then, next to Assigned device profiles, click Manage.
- Select Routing > Source & fulfillment.
- Make sure View online, kiosk and delayed fulfillment orders is toggled ON.
- Make sure View point of sale orders is toggled ON.
- Select Edit next to Receives orders from.
- Toggle ON which points of sale send orders to this kitchen display.
- Click Save.
- Open your Square KDS app and tap Settings > View all settings.
- Tap Routing > Source & fulfillment.
- Make sure View online, kiosk and delayed fulfillment orders is toggled ON.
- Make sure View point of sale orders is toggled ON.
- Tap Edit next to Receives orders from.
- Toggle ON which points of sale send orders to this kitchen display.
- Tap Save.
Step 3: Confirm your items are assigned to kitchen routing categories
If you have created kitchen routing categories for your items, check that your items are assigned to the correct category.
Sign in to your Square Dashboard and click Settings > Device Management, then click Kitchen settings > Kitchen routing.
Make sure Use kitchen routing categories on KDS is toggled ON.
Click on number items to the right of your kitchen routing category name.
Confirm your items are assigned to your category and click Done.
Learn how to create and edit item categories and filter orders by category with Square KDS.
Step 4: Confirm your kitchen routing categories routing
If you have created kitchen routing categories, check that your categories are visible on your Square Dashboard and Square KDS app.
- Sign in to your Square Dashboard and click Settings > Device Management, then click Devices.
- Select your device then, next to Assigned device profiles, click Manage.
- Click Items & Categories.
- Confirm you see the list of kitchen routing categories you previously created.
Step 5: Restart your Square KDS app
If you’ve checked all of the steps above, you might need to close and reopen your Square KDS app.
Restarting and updating software may require your KDS stations to be unavailable for taking orders. Using written paper tickets can make troubleshooting less stressful while your staff serves your customers in the meantime.
Restarting your device will not erase your settings or open orders.
Step 6: Test your POS device(s) and Square KDS app connection
Take a trial order to double check that your Square KDS app is properly receiving orders from the Square Point of Sale.