Quick Links

Troubleshooting & FAQs

How do I start a waitlist for reservations if I’m booked up?

In the Web Portal

1. In Settings > Party Flags, create a Custom Party Flag called Reservation Waitlist, and click the blue Enable button

2. In Settings > Program Settings, make sure that the Allow name only reservations box is checked and click Save

In the Host App

1. In the Main Floor View, press the green calendar button in the bottom right corner

2. Enter the date of the reservation, then the party size, then the time

3. If you are a manager or administrator, you will be warned that you are potentially overbooking your restaurant. Click ok and proceed to the next screen.

   • If you are a host, you will need a manager’s override PIN to continue the process

4.  DO NOT ENTER THE PHONE NUMBER ON THE NEXT SCREEN EVEN IF YOU HAVE IT! Instead, press the blue button at the bottom right of the screen, enter just the first and last name of the guest, and then press the blue right arrow

5. When the reservation profile presents itself, press the green Dining Notes button and enter the guest’s phone number and any other important information

6. Assign the party flag RW-Reservation Waitlist

7.  Close the reservation profile by pressing the X in the top right corner

On the day of the Reservation

1. If the waitlist guest is called and can come in on the day of the reservation, open the reservation profile and press on the blue Enter phone number button in the center of the screen and enter the phone number of the guest

2. Assign the table number that was previously assigned to the guest who no showed or canceled

When using Upcoming Mode, how to I move a reservation party out of a section when the system tells me “The section requested is not in the tables assigned” or “The tables being assigned are not located in the section the guest requested”?

In the Host App

1. Open the profile (reservation or waitlist) of the guest you want to move

2. Remove the section flag assigned by pressing it at the top of the list on the right under Flags Assigned

3. Press the X in the top right corner

4.  In Upcoming Mode, drag the party from the current table assignment to the desired table assignment

Why do I have no reservation times appearing on Google or my website, but I have availability?

In the Web Portal

1. In Settings > Dining Room > Edit, make sure that there are tables marked with the Green Book in the upper left corner in all party sizes you wish to accommodate

2. In Settings > Dining Room > Links, make sure that tables are linked together to accommodate all party sizes, especially those party sizes that are larger than your largest table that require more than one table to be pushed together.

   • Make sure all of those tables are marked with the Green Book in Dining Room > Edit

3. In Settings > Dining Room > Overrides, make sure that no override charts exist for the day or date you are looking for reservation times

   • If an Override does exist on the day or date you are looking for, open the Override chart with the pencil icon on the right hand side and see if the tables are marked as available for reservations with Green Book icons

   • If you want to remove the Override chart, click on the red trash can icon

4. In Settings > Open Hours, make sure that your location is showing as open on the day you are looking for reservation times

   • If not, create a Standard Open Hour for the day of the week that you are open

   • Next, make sure there are no Special Hours on the day you are looking for reservation times that might show the restaurant as closed

   • If you are supposed to be open, click the red trash can icon to remove the Special Hours

5. In Settings > Reservation Blackout Times, make sure that there are no Standard Blackout Times for the day you are looking for reservation times

   • Then make sure there are no Special Blackout Times for the day you are looking for reservation times

     • If there are, click the red trash can icon to remove them

6. In Settings > Program Settings, make sure that the boxes in Supported Actions (Online) for online reservations and Google reservations are checked

   • If not, check them and click Save at the bottom of the page

Why is my online waitlist saying “Unable to jump in line at this time. Give the restaurant a call to get on the list”?

In the Web Portal

1.  In Settings > Program Settings, make sure that the boxes in Supported Actions (Online) for online waitlists and Google waitlists are checked

   • If not, check them and click Save at the bottom of the page

In the Host App

1. Make sure that servers have been assigned to the tables you are servicing during the current shift

2. If not, press on the server tray button on the left hand side in Main Floor view (it’s the one above the three diamonds button)

   • On the top left hand side, press Inactive header

     • All of the servers will appear

   • Select a Server to assign to tables

   • With the Server selected, press the tables that are in their section or that they will service

     • Repeat as needed

Why is my iPad saying “Request Timed Out”?

Please see WiFi & Cellular Connections / Request Timed Out for a detailed troubleshooting guide.

How do I change the minimum time before a reservation auto cancels?

In the Web Portal

1. Go to Settings > Program Settings > Minimum time before auto cancel, and add the time in minutes

2. Click Save

How do I connect a receipt printer to SpotOn Reserve?

Direct Connection Printer

1. Plug the USB Lightning Cable into the iPad and the Hardwire Required Printer

   • Make sure the printer is plugged in and turned on

2. Go to the SpotOn Reserve Host App, Main Floor View and click on the colored Avatar with the initials in it in the upper right hand corner

3. Select Printers from the menu

4. Tap the printer brand you are connecting to (Epson or StarMicronics)

   • The App will search out your printer and connect to it

   • Press the printer located to close the window

For Bluetooth Printer

1. Make sure your Bluetooth Required Printer is plugged in, turned on, and within 5 feet of your iPad

2. Go to the SpotOn Reserve Host App, Main Floor View and click on the colored Avatar with the initials in it in the upper right hand corner

3. Select Printers from the menu

4. Tap the printer brand you are connecting to (Epson or StarMicronics)

   • The App will search out your printer and connect to it

   • Press the printer located to close the window

For WiFi Printer

1. Make sure your WiFi Required Printer is plugged in and turned on

2. Make sure both your WiFi Required Printer and your iPad are connected to the same WiFi node

3. Go to the SpotOn Reserve Host App, Main Floor View and click on the colored Avatar with the initials in it in the upper right hand corner

4. Select Printers from the menu

5. Tap the printer brand you are connecting to (Epson or StarMicronics)

   • The App will search out your printer and connect to it

   • Press the printer located to close the window