Troubleshooting

Troubleshooting


Venue not displaying in search results:

If you are setting up your venue for the first time, please make sure you have done the following:
  1. Set opening / closing times for your venue.
  2. Add a menu for whatever you are searching for,  for example have you added a menu for Pick Up only or Table Service only? Note that creating products is not a menu, you need to create products then add them to the menu section.   
  3. Create a Search Zone if you want your venue to show up for Table Service searches. 
  4. Have you completed all the Business Information at set up, such as your address and custom slug.
Not Receiving Notifications: 
  1. Have you downloaded the Venue Manager app? We have two apps, one is for customers to order from, and one for venue operators to receive and manage orders. More details can be found here.
  2. Delivery of push notifications generally works better on IOS devices, Android devices have some features to save battery life that will result in some push notifications not being delivered during periods of inactivity. Please consult your device settings, we have some guidance here.
  3. Ensure on your device you have push notifications enabled.
Stripe Connect:
  1. After you connect your own Stripe account to Who's Round, you should be returned automatically to the Admin Area and details pre filled. If this is not the case, try the process again by selecting the Connect with Stripe connect button. Remember not to close the Stripe windows, it will close automatically when you have completed the authorisation.
  2. The Stripe settings should be saved to the Admin Area, however, please check that the details for Access Token ID and Publishable Key both start with the letters "sk_live" & "pk_live" respectively. If they start with "sk_test" & "pk_test"  it means your Stripe account is still in test mode, the most likely reason will be that you have provided insufficient information for Stripe to verify your account. Please contact Stripe, and when verified check the keys again and/or repeat the connect process. 
  3. Please ensure the box "Sandbox" is disabled (unchecked). This box is for testing, if sandbox is enabled you will not be able to accept card payments. Note by default upon connecting your account, this will be enabled. Please ensure it is disabled when you want to begin taking payments and are happy your Stripe account is set up correctly.

    • Related Articles

    • Stripe Connect Set Up

      Our payments processor is Stripe, who are one of the largest online payment processors globally. To begin accepting payments on Who’s Round, you will need to connect your own Stripe Account to our platform.     If you already have a Stripe account ...

    • Search Zones

      In this section we set your local catchment area so that when a user searches within this zone, they see your venue, though note this is for Table Service only.  This is important, if you do not do set this on your store, the store will not show ...

    • Payment Methods

      By default, only cash is selected, but card payments can be taken quickly by connecting your own Stripe Account to Who’s Round.    You can enable and disable either cash or Stripe by clicking the relevant box, though note Stripe will need to be ...

    • Notifications

      Most notifications will be Push Notification to your venues mobile devices logged into the Venue Manager app. However, you can also get these via email and via GPRS Printers (if you have a compatible model). Simply input the details in this section ...

    • Push Notifications

      The Venue Manager App is configured to receive notifications for new orders and these should arrive within seconds of the customer placing an order.  Depending on which device you use and the settings you have in place, it may be that you do not ...