EasyMenus Troubleshooting - Common Issues & Solutions

# Troubleshooting Guide

Quick fixes for common issues. Most problems solve in under 30 seconds.

**Can't find your issue?** [Contact Support →](/contact)

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## QR Code Issues

### QR Code Won't Scan

**Most common causes & fixes:**

#### 1. QR Code Damaged or Dirty

**Symptoms:**
- Camera focuses but nothing happens
- Notification appears briefly then disappears
- Scanning works inconsistently

**Fix:**
- Wipe QR code with clean cloth
- Check for scratches, tears, water damage
- Replace if damaged (reprint from dashboard)

**Prevention:** Laminate QR codes, replace monthly in high-traffic areas

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#### 2. Poor Lighting

**Symptoms:**
- Camera can't focus on QR code
- Scanning takes multiple attempts
- Works better in certain lighting

**Fix:**
- Move to better-lit area
- Turn on overhead lights
- Avoid direct sunlight glare on QR code
- Angle QR code away from glare

**For permanent installations:** Ensure adequate lighting where QR codes are placed

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#### 3. QR Code Too Small

**Symptoms:**
- Camera can't read the code
- Customers have to get very close
- Older phones struggle more

**Fix:**
- Reprint at larger size (download "Large" from QR Codes section)
- Minimum recommended: 2cm × 2cm (about 1 inch square)
- Ideal for tables: 5cm × 5cm

**Rule of thumb:** QR code should be readable from 30cm (12 inches) away

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#### 4. Camera Permission Disabled

**Symptoms:**
- Camera app opens but won't focus
- "Camera access denied" message
- Scanning doesn't trigger anything

**Fix (iPhone):**
1. Settings → Privacy & Security → Camera
2. Find camera/browser app
3. Toggle ON

**Fix (Android):**
1. Settings → Apps → Camera
2. Permissions → Allow camera access

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#### 5. Menu Not Published

**Symptoms:**
- QR code scans successfully
- Shows "Menu unavailable" or "Menu not found"
- Or loads to blank page

**Fix:**
1. Go to Menu Editor
2. Check status: Should say "Published" (green)
3. If says "Draft", click **"Publish"** button
4. Test QR code again

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#### 6. Low Contrast QR Code

**Symptoms:**
- Custom-colored QR code doesn't scan reliably
- Works in perfect conditions but fails otherwise
- Some phones scan it, others don't

**Fix:**
1. QR Codes → Select your code
2. Change to **"Classic Black"** preset
3. Download and reprint
4. Test thoroughly before mass printing

**Rule:** Black on white has best scan reliability. Fancy colors reduce reliability by 20-40%.

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###QR Code Redirects to Wrong Menu

**Symptoms:**
- QR code scans successfully
- Loads menu, but it's the wrong one
- Shows old menu version

**Fix:**
1. Check which menu QR code is linked to:
- QR Codes section → Find the QR code
- "Menu" field shows which menu it opens
2. If wrong menu: Click **"Edit"** → Select correct menu → Save
3. Re-download QR code
4. Replace printed versions

**Note:** Existing QR codes update automatically when you change the linked menu. No need to reprint unless you want to.

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## Menu Display Issues

### Menu Not Loading / Blank Page

**Symptoms:**
- QR code scans
- Page starts loading but stays blank
- Or shows "Loading..." forever

**Possible causes:**

#### 1. Slow Internet Connection

**Fix:**
- Menu loads on customer's phone data, not your WiFi
- If customer has slow data: Wait 10-15 seconds
- If still doesn't load: Offer printed menu
- Check menu file size isn't too large (see below)

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#### 2. Large Image Files Slowing Load

**Fix:**
1. Menu Editor → Settings → **"Optimize Images"**
2. Click **"Optimize All Images"**
3. Compresses images without visible quality loss
4. Load time improves dramatically

**Target:** Menu should load in under 3 seconds on 4G connection

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#### 3. Browser Cache Issue

**Customer fix:**
- Close and reopen browser
- Or clear browser cache (Settings → Safari/Chrome → Clear Cache)

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### Menu Shows Old Version

**Symptoms:**
- You updated prices/items
- QR code loads menu
- Shows old prices or removed items

**Causes & fixes:**

#### 1. Changes Not Saved

**Fix:**
1. Menu Editor → Make changes
2. Click **"Save"** (top right)
3. Confirm changes saved (green notification)
4. Test menu again

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#### 2. Browser Cache (Customer Side)

**Fix:**
- Customer needs to refresh page
- Pull down to refresh on mobile
- Or close and reopen menu link

**Prevention:** Changes usually appear within 30 seconds. If consistently delayed, contact support.

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#### 3. Unpublished Changes

**Fix:**
1. Menu Editor → Check for orange "Draft" tag
2. If present, click **"Publish"**
3. Changes go live immediately

**Note:** "Auto-publish" feature (Settings) publishes changes automatically. Enable it to avoid this issue.

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### Menu Items Missing

**Symptoms:**
- Menu loads correctly
- But some items don't appear
- You know they're in Menu Editor

**Causes & fixes:**

#### 1. Item Set to "Hidden"

**Fix:**
1. Menu Editor → Find missing item
2. Check **"Visible"** toggle
3. If OFF, toggle ON
4. Save
5. Item reappears on menu

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#### 2. Item in Wrong Category

**Fix:**
1. Menu Editor → Search for item name
2. Check which category it's in
3. Drag item to correct category
4. Save

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#### 3. Category Set to "Hidden"

**Fix:**
1. Menu Editor → Check category visibility
2. Click category name → Settings
3. Toggle **"Visible"** ON
4. Save
5. Category and all items reappear

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### Images Not Displaying

**Symptoms:**
- Menu loads fine
- Item names and prices show
- But images show as grey boxes or broken image icon

**Causes & fixes:**

#### 1. Image Upload Failed

**Fix:**
1. Menu Editor → Click affected item
2. Click "Edit" → Re-upload image
3. Wait for green "Upload successful" notification
4. Save item
5. Test menu

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#### 2. Image File Corrupted

**Fix:**
- Re-save image from original source
- Or re-take photo
- Upload again

**Supported formats:** JPG, PNG (not GIF, not BMP, not TIFF)

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#### 3. Image File Too Large

**Fix:**
- Maximum file size: 5MB per image
- If larger: Compress before uploading
- Use free tools: TinyPNG.com, Squoosh.app
- Or take photo at lower resolution

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### Menu Looks Broken on Mobile

**Symptoms:**
- Text overlapping
- Images cut off
- Buttons not working
- Layout messy

**Usually caused by:**

#### Custom CSS Conflicts *(Pro Plan Only)*

**Fix:**
1. Settings → Design → Custom CSS
2. Remove or comment out custom CSS
3. Test menu
4. If fixed: Custom CSS was the problem
5. Fix CSS or contact support for help

**For non-Pro users:** This shouldn't happen. Contact support if it does.

---

## Account & Login Issues

### Can't Log In

**Symptoms:**
- "Incorrect email or password" error
- Email and password are definitely correct
- Can't access dashboard

**Fixes:**

#### 1. Reset Password

1. Login page → Click **"Forgot Password?"**
2. Enter email address
3. Check email for reset link
4. Click link, create new password
5. Try logging in again

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#### 2. Email Not Verified

**Symptoms:**
- "Please verify your email" message
- Can't access full features

**Fix:**
1. Check email inbox for verification email
2. Click verification link
3. If no email: Click **"Resend Verification"**
4. Wait 2-3 minutes, check spam folder
5. Contact support if still no email

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#### 3. Account Suspended

**Rare, but possible if:**
- Payment failed and account past due
- Terms of service violation

**Fix:**
- Check email for suspension notice
- Follow instructions to resolve
- Or contact support: support@easymenus.xyz

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### Forgot Which Email I Used

**Fix:**
- Try all email addresses you commonly use
- Check email inbox for any messages from "EasyMenus"
- If still can't find: Contact support with:
- Restaurant name
- Phone number
- Any other identifying information

---

## Payment & Billing Issues

### Payment Failed

**Symptoms:**
- "Payment declined" notification
- Can't upgrade to Pro
- Subscription cancelled due to payment failure

**Common causes:**

#### 1. Insufficient Funds

**Fix:**
- Check bank account balance
- Try different payment method
- Or wait until funds available, try again

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#### 2. Card Expired

**Fix:**
1. Settings → Billing
2. Click **"Update Payment Method"**
3. Enter new card details
4. Save

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#### 3. Bank Declined International Transaction

**Fix:**
- Call your bank
- Authorize international transactions
- Or use PayPal as alternative payment method

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### Can't Update Payment Method

**Symptoms:**
- "Payment method invalid" error
- New card won't save
- Says card already in use

**Fixes:**

**Try different card:**
- Visa, Mastercard, American Express accepted
- Prepaid cards sometimes don't work

**Try PayPal:**
1. Billing → Payment Method
2. Select **"PayPal"**
3. Log in and authorize

**Contact support if:**
- Multiple cards fail
- Error message unclear
- Urgent need to update

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### Charged Twice

**This shouldn't happen, but if it does:**

1. Check transaction dates:
- Monthly subscription bills on same day each month
- If two charges 30 days apart: Normal
- If two charges same day: Duplicate

2. For duplicates:
- Email: support@easymenus.xyz
- Include: Transaction IDs, dates, amounts
- We'll refund duplicate immediately (usually same day)

---

## Analytics Issues

### Analytics Not Tracking

**Symptoms:**
- "Total Views: 0" despite customers using menu
- No data in analytics dashboard
- Traffic chart is flat

**Causes & fixes:**

#### 1. Menu Not Published

**Fix:**
- Menu Editor → Check status
- If "Draft", click **"Publish"**
- Analytics start tracking after publishing

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#### 2. Just Published

**Reality check:**
- Analytics take 1-2 hours to appear
- Not instant
- Check again after 2 hours

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#### 3. Ad Blocker Interference

**If analytics consistently show zero:**
- Try accessing from different device
- Disable ad blocker
- Check Settings → Analytics → Tracking enabled

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### Wrong Analytics Data

**Symptoms:**
- Numbers seem too high or too low
- Sudden unexplained spikes
- Data doesn't match reality

**Possible causes:**

#### Bot Traffic (inflated numbers)

**Symptoms:**
- 100+ views but restaurant was closed
- Traffic spike at 3am
- Zero session time on high traffic

**Fix:**
- Contact support
- We'll filter bot traffic from your data
- Usually resolved within 24 hours

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#### Multiple Menus Confusion

**Check:**
1. Analytics → Filter dropdown
2. Ensure viewing correct menu
3. "All Menus" shows combined data

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## Mobile App Issues *(If using iOS/Android app)*

### App Won't Open

**Fix:**
1. Force close app
2. Restart phone
3. Open app again

**If still broken:**
- Delete app
- Reinstall from App Store/Play Store
- Log in again

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### App Crashes During Use

**Temporary fix:**
- Use web version (easymenus.xyz) in browser
- Works identically to app

**Report bug:**
- Email: support@easymenus.xyz
- Include: Device type, iOS/Android version, what you were doing when it crashed

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## Integration Issues

### POS Integration Not Working

**Symptoms:**
- Menu items not syncing from POS
- Prices don't update automatically
- Orders not appearing in POS

**Fix:**
1. Settings → Integrations
2. Find your POS system
3. Click **"Reconnect"**
4. Re-authorize connection
5. Test sync

**If still broken:**
- Check POS system is online
- Verify API access enabled in POS settings
- Contact support for integration debugging

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## Still Having Problems?

### Before Contacting Support

**Try these first:**
1. Clear browser cache and cookies
2. Try different device (phone vs computer)
3. Try different browser (Chrome vs Safari)
4. Check if problem happens for everyone or just you
5. Screenshot the error message

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### Contact Support

**Email:** support@easymenus.xyz
**Response time:** Within 24 hours (usually faster)

**Include in your message:**
1. Description of problem
2. What you were trying to do
3. What actually happened
4. Screenshots if possible
5. Device/browser you're using

**Urgent issues:**
- Menu completely down during service
- Payment problem blocking access
- Critical bug affecting customers

Mark email subject: **"URGENT:"** for priority handling

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## Emergency Backup Plan

**If EasyMenus is down during service:**

1. **Printed menu backup**
- Keep 15-20 printed menus always available
- Update quarterly
- Store in dry place

2. **Verbal menu**
- Staff should know menu by heart
- Keep cheat sheet at register
- Apologize for inconvenience

3. **Check status page**
- status.easymenus.xyz
- Shows if widespread outage
- Estimated time to resolution

**We maintain 99.9% uptime,** but having a backup plan = smart business.

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## Version Control
- Version: 1.0
- Date: 29 October 2025
- Format: Troubleshooting guide
- Covers: QR codes, menu display, account issues, payment, analytics, integrations
- Target audience: Users experiencing problems, support deflection