Orders
Catering & Proposals
A customer can't check out and it says they need an Event Time / End Time — why?
This specific checkout error only fires when your **Show End Time on Catering Ordering** setting (Catering Settings, Catering tab) is turned on...
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A customer says checkout won't go through and mentions a minimum number of meals or dollar amount — what's going on?
Your account has a **Catering: Item Minimum per Checkout** and/or **Catering: Amount ($) Minimum Value** set (Business: Cart config tab), and their...
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Subscriptions
A customer has several subscriptions. Which one is the "current" one and how do I switch between them?
The current subscription is the one that owns the customer's latest open or skipped delivery date. The **User Subscriptions** panel lists the...
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A customer sent a request to cancel, pause or reactivate – where does it go and what do I do?
Request flows (used when the store or subscription rule is *Request only*) do not change the subscription. They email your business address...
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A manager tried to start a second plan and got "You are trying to create a subscription on a date you already have an active plan". What does it mean?
Each customer account can only have one active subscription covering a given delivery date. If the manager already has an active plan...
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A member says their member coupon shows "This coupon is not valid". Why?
**This coupon is not valid** is shown when the coupon's **Limit Per Membership Plan** (or **Limit Per User**) does not match the...
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A member sees "Your account manager didn't gave you permission to access this page". What should they do?
This page appears when a member opens something their manager has not allowed: - **My Subscription** page — the manager turned off...
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Reports
Marketing
A customer says they never received an email - how do I troubleshoot?
1. Open **Marketing > Email Log** and search for the customer's address. If there is **no entry**, the email was never generated:...
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A customer says they replied to my text but I don't see it in Chat. Why?
Common causes: - **No balance** – incoming texts are only stored when your SMS balance covers one message; otherwise they are discarded....
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A customer sees 'Wrong code' or 'Code expired' on the email validation page - what should they do?
- **Wrong code, please check the code that we sent to your email** - the digits entered do not match the latest...
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After registration, does the "From" number I pick on Compose still matter?
For US/Canadian accounts that have completed registration, outgoing texts are sent through your registered **messaging service** rather than directly from an individual...
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Admin Dashboard
A date shows "No Menu" on the calendar — what should I do?
*No Menu* (grey) means the delivery date exists and is open but has no meals attached for the selected kitchen, so customers...
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After running Auto Select I see a red error box on the dashboard — what do the messages mean?
Auto Select reports every subscription it could not complete in a red box at the top of the dashboard (each line links...
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Users
A spreadsheet of our customers turned up somewhere it shouldn't have — can we trace which export it came from?
Yes. Every export of 40+ rows has its row order subtly watermarked (a handful of adjacent rows silently swapped in a pattern...
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After I use "Login As" to view a customer's account, how do I switch back to my own admin login?
There's no built-in "return to my account" link — Login As simply issues you that customer's own login token and puts you...
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