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First things first: the reservation’s History tab is your best diagnostic tool. Open the reservation, go to History, and look for Exchange with NowOS lines. Each one shows its verdict (succeeded or failed) and the detail of what was sent or received. For a restaurant-wide view: Settings → Logs.

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Nothing reaches the till

The Reservations button only exists on the NowOS floor plan when a provider is connected on the NowOS side.
  1. Check the NowOS back office: Integrations → Reservations should show an active connection.
  2. Check EatNow: Settings → Integrations → Integrations list, the NowOS card should carry a green check.
  3. Tap Refresh on the main register.
Work through this list in order:
  • Is its status “Pending”? Unconfirmed reservations are deliberately never sent. Confirm it.
  • Is it on the right day? The till’s panel shows the current day’s service; use the ‹ › arrows to change day.
  • Search for it with the panel’s magnifier: search covers every loaded day.
  • Open its History tab in EatNow: if the exchange with NowOS failed, the message will tell you why.
Tables only show their amber ring if they’re paired. See Pair your tables.Also check that the NowOS floor plan is published, and that the till was refreshed after publishing.

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Nothing comes back from the till

Most common cause: the webhook URL wasn’t pasted into NowOS, or the signing secret doesn’t match.
  1. In EatNow, Settings → Integrations → Integrations list → NowOS card → Connect. Copy the EatNow webhook URL.
  2. Paste it into the NowOS back office, Integrations → Reservations page.
  3. In the Webhook deliveries tab of that same NowOS page, check whether deliveries are failing. An authorisation error means the signing secret differs between the two sides: regenerate it on the NowOS side and update it in EatNow.
Check whether the reservations involved are already closed in EatNow (Done, No-show, Cancelled, Rejected). A closed reservation is frozen: it ignores late events from the till. That’s what stops a lingering bill from resurrecting a reservation you deliberately closed.

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Seating and tables

You seated a reservation from EatNow, but the table was already taken on the till — typically a walk-in seated seconds earlier.In the reservation’s History tab, the matching Exchange with NowOS line is marked failed.What to do: re-seat the reservation on another table from EatNow, or let the floor seat it directly on the till.
The seating instruction is not retried automatically until you change the reservation. That’s on purpose: the till must not “steal” the table from the order occupying it.
Two possible causes:
  • One of the chosen tables isn’t paired in EatNow. The change is refused as a whole — never half-applied — and EatNow sends its own tables back, which makes the till appear to “roll back”. Finish the pairing.
  • The reservation is closed. It can no longer be modified.
The bill is probably still open on the till. A reservation stays Seated — and its table occupied — until the order is cashed out or voided on the till.What to do: close the table on the till. EatNow will follow automatically.
Fix it on the till: open the reservation card and tap the “this isn’t the right reservation” action. The reservation will automatically go back to Confirmed in EatNow, tables freed.Only possible while nothing has been fired to the kitchen and nothing has been cashed.

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Amounts and statistics

That block only appears when three conditions are met: the reservation is Seated, it is on today’s date, and you’re in the Floor plan view (click the table).
The amount is only attached to a customer if the reservation is linked to a customer file. An anonymous walk-in won’t raise anyone’s average.Otherwise, check that the bill was actually cashed out on the till (and not just the table freed).
Applying the deposit is a manual gesture by your team on the till’s payment sheet (the Apply button on the green banner). See Deposits, prepayments and imprints.

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FAQ

Absolutely. Every gesture is still available in EatNow: mark arrived, seat, finish, cancel. The till follows. The one strong recommendation is don’t close a reservation from EatNow while the bill is still open on the till — and EatNow will warn you anyway.
NowOS keeps working locally for order taking. Pending events are resent to EatNow as soon as the connection returns — every message is processed exactly once, even if redelivered several times. Reservations created in EatNow during the outage reach the till on reconnection.
NowOS has no booking book of its own — EatNow holds it. If your manager enters your EatNow form’s link in the NowOS back office, a + button appears at the top of the panel and opens the EatNow form directly on the iPad, set to the day shown in the panel.
It isn’t supported. EatNow is built for one connected POS: if another POS integration is active, it takes over the display (table pairing, spend amount) and the two get in each other’s way. Disconnect the other integration before connecting NowOS.
No. Those gestures update the status in EatNow (Cancelled by restaurant, No-show) but do not trigger the emails, WhatsApp messages or refunds you’ve configured.If you want to notify the guest or refund them, make the gesture from EatNow, which will offer to send the communication.
One exception: a no-show marked on the till automatically charges the card imprint if the guest had one. It’s the only money movement triggered by a floor gesture.
Everything EatNow recorded (reservations, amounts, customer history) stays in EatNow. Your table pairings are kept: reconnecting the same NowOS location later doesn’t require redoing them.The exchange stops immediately though: seatings made on the floor will no longer come back.
Yes, with no extra setup. A reservation taken or changed by the AI agent is pushed to the till exactly like any other. See AI Agent.
Yes. A guest seated from the till triggers the EatNow reservation ticket just like a seating made in the app. See Receipt printing.

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Still stuck?

Contact EatNow support with these three things, which allow an immediate diagnosis:
  1. The restaurant name and the approximate date/time of the problem.
  2. The reservation involved (guest name and time).
  3. A screenshot of that reservation’s History tab.