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Ordering App Is Not Printing — Troubleshooting Guide

If orders placed through your Facilipay Online Ordering (Order Ahead) app are not printing at your location, follow these troubleshooting steps to identify and fix the issue.

What This Article Covers

This guide helps you resolve issues where online orders do not print automatically on your kitchen or receipt printer when received in the Facilipay Order Ahead app.

Step-by-Step: Troubleshooting

  1. Check Default Printer Settings
    In the Order Ahead app:

    • Tap the Settings (gear) icon.
    • Scroll to Default Printer and confirm a printer is selected.

    If no printer is chosen, the app won't print orders. If a printer is listed, continue to the next steps.

  2. Test the Printer from the Printer App
    Make sure your printer is connected and functioning:

    • Open the Printers app on your device (e.g. Clover).
    • Run a Test Receipt to confirm the printer itself is working.

    If the test receipt fails, you may have a printer connectivity or hardware issue.

  3. Refresh the Order Ahead App
    Close and reopen the Facilipay Order Ahead app to reset its printing connection. This often resolves temporary communication issues.

  4. Restart Your Device
    Reboot the POS device or tablet running the Order Ahead app. Many printing issues are resolved by restarting network connections and services.

  5. Check Printer Network Connection
    Ensure your order printer is:

    • Connected to the same network as the device running the Order Ahead app.
    • Powered on and online.
    • Configured in the Printers app on the device.

    If the printer isn't on the same LAN, the Order Ahead app may be unable to send print jobs.

Advanced Printing Configuration (Optional)

If you have multiple printers or want different items to print to specific stations:

  • Assign printer labels in Clover so food and drinks print to the correct devices.

  • Ensure the Order Ahead app is configured to use labelled printing in Preferences.

Quick Checklist

If printing still doesn't work after the previous steps, confirm:

  • The correct printer is selected in the Order Ahead app.
  • A test print runs from the Printers app.
  • The Order Ahead app and device have been restarted.
  • The printer and device are on the same network.

Still Not Working?

If you've tried all the steps above and orders still don't print, contact support@facilipay.io with the following details:

  • Your business name
  • Device / printer model
  • What has been tested so far
  • Any error messages seen