Start at Home#
Dinevate Order Manager is the restaurant app for receiving and managing orders. The current app uses Home cards. Open Order list for orders, Menu for items and availability, or Support for help. Swipe the cards to see more destinations.
Cards depend on the restaurant's enabled services and your access. A lock means additional permission is needed. Ask the owner or an authorized manager if you cannot open a feature you need.
Sign in#
Sign in to the restaurant account. If the tablet asks for an employee's four-digit PIN, use your own. Otherwise, continue to Home. Read the Log out confirmation before signing out, since you may need the restaurant account password to reconnect. See Staff Logins and Permissions.
Orders and menu#
Open Order list and use Search orders, the date control, or Filters to find an order. Filters include Order type, Order source and Payment method. Clear the search and reset filters if an order seems to be missing.
| Tab | What to look for |
|---|---|
| New | Orders waiting for acceptance. |
| In progress | Accepted orders. Check the card for the current preparation status. |
| Scheduled | Orders placed for a later time. An accepted order can still show Scheduled until it is due for preparation. |
| Completed | Completed and canceled orders. Some tablets label this tab Closed. |
Open the order and check its customer, order number, fulfillment type, payment and status before acting. For a new order, review the prep time and tap Confirm order to accept it. Use Complete order when it is finished. Rejecting, refunding and canceling a delivery are separate actions. See Cancelling and Refunding Orders for the correct steps.
Open Menu for items, prices and availability. Check that changes saved. See Managing Your Menu.
Automatically accept orders#
Set this on the tablet that receives the restaurant's orders:
- From Home, open Settings → Order behavior.
- Find Incoming orders.
- Turn on Automatically accept orders. You can also search Settings for that exact name.
- Keep Order Manager open, connected to the internet, and signed in with permission to accept orders.
Automatic acceptance and automatic printing have separate switches. To print accepted orders, also open Settings → Printers & receipts → Automatic printing and enable Automatically print accepted orders. Connect a printer and choose its ticket assignments first. These preferences belong to this tablet; check each tablet you use.
When an order still needs manual acceptance#
An ASAP order totaling $100 or more needs a prep-time check. Open it, review the prep time, then confirm. Automatic acceptance leaves these large orders for staff.
Automatic acceptance also needs the current employee's own permission to accept orders. It does not ask a manager to approve an order in the background. An enabled switch alone does not show that an order was accepted: check the order's status.
If an ordinary order remains New, check the connection and sign-in, then refresh the order list. If it still needs attention, an authorized employee can open it and confirm it. Report repeated failures through Support, with the order number and time.
When an order is missing#
- Check that the tablet is connected to the correct restaurant and the internet. Bring Order Manager to the front and complete employee sign-in if requested.
- Open Order list. Clear the search, reset filters and check the selected date. Look in In progress, Scheduled and Completed / Closed as well as New.
- Pull down on the order list to refresh it. If an error offers Try again, use that control after the connection is restored.
- Check Settings → Support & diagnostics → Device & connection for Internet, Last order sync, App version and Terminal.
- If the order still does not appear, open Support on Home. Include the restaurant, order number, approximate time and the device information above.
The app checks for orders while it is open, including on Home, and checks again when it returns to the foreground. Keep it open during service. An order that has arrived but is still New needs acceptance; an accepted order with no ticket needs a printer check. These are different problems.
Upcharge items#
Use Upcharge when a customer requests extras on an eligible, accepted or completed Dinevate online order paid by card. The action requires upcharge permission.
- Open the order from Order list and tap Upcharge.
- In 1. Select items, select each item that needs an extra charge, then tap Continue, which shows the selected count. You can select one item or several.
- In 2. Enter amount and reason, enter the extra amount and a reason for each selected item. Scroll through the form while the keyboard is open; dismiss the keyboard when you are ready to review.
- Tap Review upcharge. Check every item, its reason, the total extra charge and the new order total. The combined extra charge can be up to $15.00 per submission.
- Tap Charge $… once and wait for the result in the same window.
Two copies of the same menu item#
Each order row can be selected separately, even when the names match. Use Item 1 of 2, Item 2 of 2, the item price, options and note to identify the right one. For example, select one Cheese Pie for a $3.00 extra-cheese charge and the other for a separate $2.00 charge. Review both rows before charging the $5.00 total.
When payment is confirmed and the change is applied, the item shows Upcharged - $3.00 with its actual amount. That item cannot be selected again in the window. Use Upcharge other items to charge another item, or Done to close.
Check the payment result#
- Upcharge applied: the payment and order change are confirmed. Check the amount shown on each item.
- Waiting for customer payment: use Share payment link. Sending the link does not collect the payment; wait for confirmation before treating the extra as paid.
- Upcharge failed: read the explanation in the window. Correct the issue before trying again.
- Payment needs confirmation: do not charge again or create another payment for the same extra. Contact support so the payment can be checked.
If the order's items change while you are entering an upcharge, select them again and review the amounts. If the app asks you to reopen the order to load its latest items, do that before continuing. An unavailable or disabled item is not proof that a charge succeeded.
Delivery and other Home tools#
Delivery map shows permitted driver and delivery destination information. Visibility also depends on this terminal's map preference, and access requires the active employee's delivery-management permission. Driver Login is a separate destination for driver sign-in.
Open Reservation, Catering Pro or Dinevate Voice from Home when those services are enabled. Availability depends on your restaurant's services and your access.
Refresh a service subscription#
Open Catering Pro, Reservation or Dinevate Voice from Home. If the subscription screen is showing, use Refresh to check the latest service status after a subscription change or a restored connection. Refresh checks status; it does not start a subscription or change billing. Follow any owner-only setup instructions shown on the page.
Find a setting#
Open Settings on Home and use search. Common categories include:
- Restaurant: hours, online ordering and the business day.
- Order behavior: incoming orders and reminders on this tablet.
- Printers & receipts: printer assignments, station routing and receipt information.
- Device Management: terminal and printer assignments and device settings.
- Support & diagnostics: connections, device information and help.
Some preferences apply to one tablet; others apply to the restaurant. Read the setting before saving. If it does not load, reconnect and retry before making changes.
Printers and device help#
Open Settings → Printers & receipts. Under Printers & routing, choose Printers & station routing for printer setup, or Stations to choose which items go to each kitchen station. Check the selected printer, its connection, ticket assignments and copies. Complete USB, Bluetooth or network setup on the tablet connected to the printer.
Under Automatic printing, Automatically print accepted orders controls accepted-order tickets and Print upcharge receipt controls the receipt for a confirmed upcharge. If an accepted order did not print, check these settings and run a printer test before printing the order manually. See Epson TM Printer Setup.
Settings → Device Management shows terminal and printer assignments. An unknown status does not confirm a disconnection; check Support & diagnostics.
Ask for support#
Open Support on Home. Describe what you were trying to do, what happened, the restaurant, and any relevant order reference. Include the device version and terminal information when the problem is specific to a tablet. Do not include account passwords, employee PINs or payment-card details.
The Support Center guide explains how to open a case, add useful details and follow replies. The Dinevate support agent can also help explain the screens and suggest the next troubleshooting step.