Guests cannot join the queue
Confirm the queue is open, the QR code is current, and the PIN matches.
Wait times look inaccurate
Review service time averages and ensure tickets are marked complete.
Notifications not sending
Verify SMS/email provider credentials and check notification rules.
Staff cannot call next
Check staff role permissions and confirm the queue is active.
Guests marked as missed too quickly
Adjust the missed-ticket window and remind staff to pause tickets.
Dashboard feels slow
Refresh the queue view, close unused tabs, and confirm network health.
Quick fixes
Run through these checks before escalating an issue.
- Re-open the queue or start a new queue session
- Regenerate QR codes after location changes
- Update service time estimates based on current staffing
- Confirm staff devices are logged into the correct location
- Test SMS/email delivery with a sample ticket
Escalation steps
Gather the right details so support can respond faster.
Collect the queue ID, location, and time of the issue
Note any error messages or screenshots
Confirm if the issue is limited to one location
Escalate to the admin team with details