Common problems¶
Recipes and costs¶
A dish shows an error or no cost when it uses a sub-recipe¶
The sub-recipe has no Total yield. Open it in Recipes, fill Total yield and Yield unit in Edit, and click Save. In the dish, enter the sub-recipe quantity in that same unit. See Build your recipes.
Warning
Until it's fixed, sending orders with that dish to the kitchen can fail, because Kitchfly can't calculate which ingredients to discount.
A recipe costs far too much (or too little)¶
Almost always the ingredient's conversion factor or the item's unit. Example: avocado bought by kg with factor 1 instead of 1000 makes each gram cost as much as a kilo. Check it in Add your ingredients.
My food cost turned red¶
An ingredient went up with the latest purchase, or the price hasn't been updated in a while. Open the dish's recipe to see which line costs the most, then adjust the portion or apply the Suggested price from the Dashboard.
POS and kitchen¶
A dish doesn't appear in the POS¶
It isn't published. Open the recipe (type Dish) and click Publish with a sale price. See Publish dishes.
The kitchen doesn't see an order¶
The server has to tap Send to kitchen. Items still marked Not sent yet aren't on the kitchen display.
I can't remove an item from a ticket¶
Items already sent to the kitchen can't be removed, because their stock was already discounted. Tell the kitchen, and record a loss if the food was wasted.
Where is the table map?¶
In the menu, under Daily operations → Table map. It's part of the Pro plan: if you're on Basic, switch from My Account. See Set up your table map.
I can't charge in cash¶
The cash drawer is closed. Tap Cash drawer in the POS and open it with the opening float.
I can't add dishes, discounts or voids to an order¶
Someone already paid part of the bill. After the first payment the order can't be changed. Charge the rest and, if needed, the admin can make a refund from Orders.
"Nobody has an authorization PIN"¶
An admin must create one in My Account → Authorization PIN. See Discounts, comps and voids.
"Too many wrong PIN attempts"¶
After 5 wrong attempts the PIN is blocked for 10 minutes. Wait and try again.
The Square card form doesn't load¶
Check the internet connection and try again. If it keeps failing, go to Settings → Integrations → Card payments (Square), Disconnect and connect again. See Square.
Inventory¶
Stock is negative¶
Kitchfly discounted more than you had recorded: you're selling without recording purchases, or a conversion factor is wrong. Record your purchases and do a physical count to reset the real figure.
An ingredient keeps showing as Low stock¶
Its Minimum stock is higher than what you normally keep. Change it in the ingredient's detail page.
Access and account¶
The app shows a blank page after an update¶
Reload the page once. If it's still blank: in Chrome go to the site settings (the icon left of the address) → Delete data; in Firefox open about:serviceworkers and click Unregister on app.kitchfly.com.
"Too many failed attempts"¶
After 5 wrong passwords in a row, the account is locked for 15 minutes (if it happens again, 1 hour). While it's locked you can't sign in even with the right password. To remove the lock sooner: use Forgot your password? and choose a new one. For a server or cook, the admin can go to Team → Reset password. You'll get an email about the lock; if it wasn't you, change your password.
I don't receive Kitchfly emails¶
Check your spam folder and mark [email protected] as a safe sender.
I'm not getting the verification code¶
Wait a minute, check spam and use Resend code. The code expires in 10 minutes. If you lost access to your email, see Two-step verification.
Emails arrive in the wrong language¶
Kitchfly emails follow the language you chose in the app (EN / ES). Switch the language, sign out and sign back in.
"Your free trial has ended" or I can't get in¶
Your trial or subscription ended. The admin can log in and subscribe from My Account; your data is safe. See Your plan and subscription.
An employee can't log in¶
In Team, check that they are Active and that you're giving them the right Code or email. You can Reset password from the same list.
Time clock and online orders¶
Someone forgot to clock out¶
Logging out doesn't clock out. In Hours & labor → On shift, click Fix, enter the real clock-out time and the reason. See Time clock and labor.
Labor % shows 0 or someone is missing¶
In Hours & labor → Pay, set each person's hourly rate or salary. If someone's missing, a notice shows in Shifts.
An online order canceled itself¶
Orders not accepted within 15 minutes are canceled and the customer isn't charged. Keep the POS open with the volume on so you hear the chime.
My ordering page says it's closed¶
In Settings → Online ordering, check that Take online orders is on, today's service hours, and that orders aren't paused in the orders inbox.
QuickBooks shows Error on a day¶
See QuickBooks → A record shows Error.