Open the correct restaurant#

Sign in to your merchant dashboard and open Support Center for the restaurant that needs help. In Order Manager, open Support on Home. If you manage several locations, check the selected restaurant before opening a case.

If Support Center or New case is missing, ask the restaurant owner to check your access or open the case for you.

Create a case#

Select New case or Create case.
Choose the problem area, such as Online Ordering, Menus, Payments, Delivery or Dinevate Voice AI.
Choose the severity that describes the effect on your restaurant. Explain whether service has stopped or you can still work around the problem.
Enter a short subject and a description of what you tried, what happened and when it started.
Add a screenshot or document under Attachments if it helps explain the issue.
Submit the case and check that its details appear.

For example, "Kitchen printer stopped printing pickup orders" is more useful than "Not working". Include the relevant order reference for an order problem, or the device and app version for a tablet problem. Keep passwords, employee PINs and payment-card details out of descriptions and screenshots.

When you open support from an order or delivery, the form may already show that order's details. Check that they describe the correct order, select what went wrong, add any missing information and choose Send to Support.

When an order is missing from the tablet#

Check the restaurant and internet connection. Open Order list from Home and pull down to refresh. Check the search and filters, In progress, Scheduled and Completed (or Closed if that label appears). Keep the app open and connected so it can continue checking for orders.

If the order is still missing, follow When an order is missing, then open Support from Home. Include:

The restaurant and location, order number and approximate order time.
Where you can see the order, such as the merchant dashboard or a customer confirmation.
Whether one tablet or every tablet at the location is affected.
What happened after refreshing, any error message and a screenshot if useful.

Do not create a replacement order or repeat a payment just because the tablet has not shown the original. Check the original order and payment first. If the order is visible but a ticket did not print, describe it as a printing problem and include the printer name. Find a setting explains where to check printer and order settings.

Read and reply#

Open an existing case from the case list and read the latest messages. Add the requested details or a new screenshot, then choose Send Reply. Keep follow-up information about the same issue in that case so the conversation stays together.

If the case is marked Reply Needed, open it to see what information the team is waiting for. If you made a mistake in an earlier reply, send a correction explaining what changed.

Follow the case's progress#

The case list and case details show Open, In Progress or Closed. Read the latest reply for the explanation and any next step. If a closed case still needs attention, add a reply; replying reopens the case.

An order reference helps the team investigate. Opening a support case does not itself cancel an order, cancel a courier or refund a payment. Check the order's current status and use the relevant order action when needed. See Cancel or Refund an Order.

If something goes wrong#

The form shows an error: check the highlighted fields and your internet connection. If the page stopped responding after you submitted, return to the case list and look for the case before submitting it again.

The page says the case or reply was saved but email needs checking: keep using the existing case. Read the conversation to confirm your message is there before sending it again.

An attachment will not upload: check the file type and size guidance shown beside the upload control and wait for the upload to finish. You can describe the issue first and add the file in a later reply.

You cannot find a case: check the selected restaurant and any filters in the case list. Ask the restaurant owner to check access if the case belongs to the correct location but is still unavailable.

Support by phone#

The Dinevate support phone agent can explain how to use the products and help you troubleshoot. Tell it which product or screen you are using, what you want to do and the problem you see. For a problem that needs investigation, keep the order reference or existing case details available and follow the next step provided.

See Order Manager for tablet navigation, settings and device help.