> ## Documentation Index
> Fetch the complete documentation index at: https://docs.eat-now.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting & FAQ

> The most common symptoms of the NowOS integration, their cause, and what to do about them.

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**.

***

## Nothing reaches the till

<AccordionGroup>
  <Accordion title="No “Reservations” button appears on 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.
  </Accordion>

  <Accordion title="One specific reservation doesn't show">
    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.
  </Accordion>

  <Accordion title="Reservations arrive, but with no table on the plan">
    Tables only show their amber ring if they're **paired**. See [Pair your tables](/nowos/table-mapping).

    Also check that the NowOS floor plan is **published**, and that the till was **refreshed** after publishing.
  </Accordion>
</AccordionGroup>

***

## Nothing comes back from the till

<AccordionGroup>
  <Accordion title="The floor seats guests but EatNow doesn't move">
    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.
  </Accordion>

  <Accordion title="Some events come back, others don't">
    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.
  </Accordion>
</AccordionGroup>

***

## Seating and tables

<AccordionGroup>
  <Accordion title="A seating made from EatNow isn't applied on the till">
    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.

    <Note>
      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.
    </Note>
  </Accordion>

  <Accordion title="A table change made on the floor reverted">
    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.
  </Accordion>

  <Accordion title="A table shows as occupied in EatNow but is actually free">
    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.
  </Accordion>

  <Accordion title="I seated the wrong guest on the till">
    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.
  </Accordion>
</AccordionGroup>

***

## Amounts and statistics

<AccordionGroup>
  <Accordion title="The “Spent” amount doesn't show in EatNow">
    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).
  </Accordion>

  <Accordion title="A customer's average spend doesn't include their last meal">
    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).
  </Accordion>

  <Accordion title="The deposit wasn't deducted from the bill">
    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](/nowos/payments).
  </Accordion>
</AccordionGroup>

***

## FAQ

<AccordionGroup>
  <Accordion title="Can I keep working in EatNow the way I used to?">
    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.
  </Accordion>

  <Accordion title="What happens if the till loses internet?">
    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.
  </Accordion>

  <Accordion title="Can I create a reservation from the till?">
    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.
  </Accordion>

  <Accordion title="Can I connect NowOS and another POS at the same time?">
    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.
  </Accordion>

  <Accordion title="Do reservations cancelled or marked no-show on the till notify the guest?">
    **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.

    <Note>
      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.
    </Note>
  </Accordion>

  <Accordion title="What happens to my data if I disconnect NowOS?">
    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.
  </Accordion>

  <Accordion title="Does the WhatsApp AI agent work with NowOS?">
    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](/ai-agent/overview).
  </Accordion>

  <Accordion title="Does reservation ticket printing still work?">
    Yes. A guest seated **from the till** triggers the EatNow reservation ticket just like a seating made in the app. See [Receipt printing](/operations/receipt-printing).
  </Accordion>
</AccordionGroup>

***

## 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.**