Orders are not reaching the kitchen
Most missing tickets are a stale browser tab or a category that was never routed. Thirty seconds usually beats a support email in the rush.
Check app.servio.uk/status first. If the platform has an incident open, we already know. Use the workarounds below rather than spend the rush debugging.
Reload the kitchen display before anything else
A screen left open for days on a tablet that slept can hold a stale connection. Reload the kitchen display in the browser. If tickets then appear, leave the tab in the foreground and turn off sleep for that device during service. This is the first fix because it is the most common.
If the till has the order and the screen does not
Check station routing for the affected items. A category added after the stations were set up can be routed nowhere: the ticket exists, the pass never sees it. Until it is fixed, the pass can work from the order list on any device signed in as kitchen. That is the point of a browser till. There is a longer explainer in kitchen station routing and the kitchen display guide.
One queue, not three printers
Counter, QR and delivery orders should land in the same kitchen queue. If a guest QR order is missing, confirm the item is in a routed category and that the QR menu is the live menu, not a leftover draft. Separate printers recreate the handoff errors a kitchen display is meant to remove.
If reload and routing do not bring the ticket back, email support@servio.uk with the venue name, the time, the table or ticket number, and a photo of both the till and the kitchen screen. “Orders from table 12 with a modifier” is a diagnosis. “Orders are broken” is not.
Common questions
The kitchen screen is blank but the till is taking orders. What first?
Reload the kitchen display in the browser. Then check that the items are routed to a station. Until it is fixed, run the pass from the order list on any device signed in as kitchen.
Should QR and till orders share one kitchen display?
Yes. One queue keeps timing honest. Separate printers recreate the handoff errors a kitchen display is meant to remove.
How many KDS stations does a small restaurant need?
Start with the stations you already shout across. Many independents run two or three screens. Extra stations only help if someone is assigned to them during service.