Troubleshooting Guide

Quick solutions to common problems and issues you may encounter while using Grab A Table.

Quick Diagnostics

Is It Working?

Check System Status: Visit: https://status.grabatable.app

Common Indicators:

• 🟢 All systems operational
• 🟡 Partial outage or degraded performance
• 🔴 Major outage

Sign In & Account Issues

Can't Sign In

Problem: Incorrect password

✓ Solutions:

1. Click "Forgot Password" on login page
2. Enter your email address
3. Check email for reset link (check spam folder)
4. Create new password
5. Try signing in again

Problem: Account not found

✓ Check:

• Correct email address (no typos)
• Account may be registered with different email
• Account may have been deleted
• You may need to register first

Problem: Two-factor authentication not working

✓ Solutions:

• Check authenticator app time sync
• Try backup codes (saved during setup)
• Use alternative 2FA method (SMS if configured)
• Contact support for account recovery

Email Not Received

Check These First:

1. Spam/junk folder
2. Promotions tab (Gmail)
3. Email filters/rules
4. Correct email address in profile
5. Email service not blocking

Still Not Receiving:

• Whitelist @grabatable.app domain
• Try different email address
• Contact your email provider
• Verify email settings in account

Account Locked

Reasons:

• Too many failed login attempts
• Suspicious activity detected
• Security policy violation
• Payment issue

Solution:

1. Wait 30 minutes and try again
2. Use password reset link
3. Contact support with ID verification
4. Check for security notifications

Reservation Issues

Reservations Not Showing

Check:

• Correct venue selected (if multi-venue)
• Date range filter
• Status filter not excluding bookings
• Internet connection
• Browser cache (clear and refresh)

Solution:

1. Click "Clear All Filters"
2. Select "All Statuses"
3. Select "All Dates"
4. Refresh page (Cmd/Ctrl + R)

Can't Confirm Reservation

Possible Causes:

• Table not available
• Overlapping booking
• Past cancellation deadline
• Insufficient permissions

Solutions:

• Check table availability
• Verify no double booking
• Assign different table
• Contact admin for permissions

Double Booking Occurred

Prevention: System should prevent this, but if it happens:

1. Review both reservations
2. Identify which came first
3. Contact guests immediately
4. Offer alternatives:
   • Different time slot
   • Different area
   • Combine tables
   • Move to another date

Report Issue:

• Document what happened
• Report to support
• Help us fix the bug

Customer Says They Have Booking But You Don't See It

Verify:

• Booking reference number
• Email confirmation forwarded to you
• Correct venue name
• Check deleted/cancelled section

Common Causes:

• Booked at different venue
• Cancellation not received
• Different account used
• Booking pending verification

Resolution:

1. Ask for booking reference
2. Search all venues
3. Check email records
4. Manually create if verified

Payment & Billing Issues

Payment Declined

Customer Payment Failed:

Common Reasons:

• Insufficient funds
• Card expired
• Incorrect card details
• Bank declined (fraud protection)
• Card not authorized for online use

Customer Should:

1. Check with their bank
2. Try different card
3. Verify card details correct
4. Contact card issuer

Your Actions:

• Don't confirm booking until payment successful
• Offer to hold table while they resolve
• Provide alternative payment options
• Manual payment processing available

Licence Payment Issues

Can't Purchase Licence:

• Check card details entered correctly
• Verify sufficient funds
• Try different payment method
• Clear browser cache
• Try different browser

Refund Not Received:

• Allow 5-7 business days
• Check with bank (may take longer)
• Verify refund was issued in billing portal
• Bank statement should show transaction
• Contact support if 10+ days

Subscription Problems

Unexpected Charge:

• Check billing cycle date
• Review active licences
• Verify billing portal history
• Look for email invoice

Can't Cancel Subscription:

• Use "Manage Billing" button
• Access Stripe billing portal
• Cancel each licence individually
• Contact support if issues persist

Venue Setup Issues

Changes Not Saving

Try:

1. Check all required fields filled
2. Look for red error messages
3. Ensure valid format (phone, email, etc.)
4. Save each section separately
5. Disable browser extensions
6. Try different browser
7. Clear cache and cookies

Still Not Working:

• Check browser console for errors (F12)
• Screenshot error message
• Note what you're trying to save
• Contact support with details

Images Not Uploading

File Requirements:

• Format: JPG, PNG, WebP
• Max size: 5MB per image
• Min dimensions: 800x600px
• Recommended: 1920x1080px

Solutions:

• Compress large images
• Convert to supported format
• Check internet connection
• Try one image at a time
• Use different browser

Floor Plan Not Displaying

Check:

• Image uploaded successfully
• Correct image format
• Not too large (file size)
• Drawings saved properly
• Browser supports canvas

Rebuild:

1. Clear floor plan
2. Re-upload background image
3. Redraw tables
4. Save and test

Tables Not Creating

Common Issues:

• Duplicate table numbers
• Invalid table capacity
• Floor plan not set
• Required fields missing

Solution:

1. Check table numbers unique
2. Verify capacity 1-20
3. Complete all required fields
4. Save and refresh

Staff & Rota Issues

Staff Can't Access System

Permission Check:

• Verify staff added to venue
• Check role assigned
• Ensure permissions granted
• Account must be activated

Invitation Issues:

• Check invite email received
• Resend invitation if needed
• Verify correct email address
• Check spam folder

Rota Not Publishing

Requirements:

• All shifts assigned to staff
• No scheduling conflicts
• Venue approved and active
• Sufficient licences

Solution:

1. Review rota for errors (red indicators)
2. fix conflicts
3. Ensure all required positions filled
4. Try publishing again

Shift Times Overlapping

Conflict Detection:

• System highlights conflicts
• Staff cannot be in two places
• Must resolve before publishing

Resolution:

• Adjust shift times
• Assign different staff member
• Split shift if needed
• Delete conflicting shift

Availability & Booking Issues

Customers Can't Book

Check These:

Venue Status:

• Venue approved and active
• Licence is active
• Venue not paused

Availability:

• Opening hours set correctly
• Date not blocked
• Time slots available
• Party size within limits

Technical:

• API integration working
• Widget configured correctly
• No JavaScript errors

Wrong Opening Hours Showing

Verify:

1. Opening hours correctly saved
2. Time zone settings correct
3. Special hours for holidays
4. Browser cache cleared

Update:

• Edit opening hours
• Save changes
• Clear cache
• Verify on public page

Venue Showing as Closed

Possible Causes:

• Outside opening hours
• Date is blocked
• Venue marked as closed
• Holiday closure
• Emergency closure active

Check:

• Edit Details > Opening Hours
• Availability > Blocked Dates
• Venue status (active/paused)
• Special closures

Reviews & Ratings Issues

Can't Respond to Review

Check:

• Review is published (not pending)
• You have appropriate permissions
• Not already responded
• Internet connection stable

Try:

• Refresh page
• Try different browser
• Clear cache
• Contact support

Review Not Appearing

Possible Reasons:

• Pending moderation approval
• Flagged by automated filter
• Customer set privacy settings
• Technical delay

Check:

• Moderation queue
• Spam/flagged reviews
• Review settings
• Give it a few minutes

Can't Delete Review

Policy:

• Reviews cannot be deleted by venues
• Can flag inappropriate reviews
• Support must review flags
• Only removed if violates policies

Alternative:

• Respond professionally to review
• Address concerns raised
• Flag if genuinely inappropriate
• Request support review

Integration Issues

API Not Working

Authentication:

• Check API key is correct
• Verify key not revoked
• Ensure valid format
• Check Authorization header

Requests Failing:

• Test with curl or Postman
• Check endpoint URL correct
• Verify request format
• Review error message
• Check API documentation

Rate Limiting:

• Monitor request volume
• Implement retry logic
• Cache responses
• Contact support for increase

Booking Widget Not Loading

Check:

• Widget script included correctly
• API key configured
• Venue ID correct
• No JavaScript errors (F12 console)
• CORS not blocking

Debug:

// Check console for errors
// Verify widget initialized
console.log(GrabATable.status);

Stripe Issues

Payment Not Processing:

• Check Stripe account connected
• Verify webhook configured
• Check Stripe dashboard for errors
• Test with Stripe test cards

Refund Failing:

• Sufficient balance in Stripe
• Original payment succeeded
• Refund amount not exceeding charge
• Check Stripe dashboard logs

Performance Issues

Page Loading Slowly

Optimize:

• Clear browser cache
• Check internet speed
• Disable unnecessary extensions
• Try incognito/private mode
• Use supported browser

Technical:

• Too many large images
• Dashboard widgets overloaded
• API requests timing out
• Server experiencing high load

Dashboard Freezing

Help:

• Close other tabs/applications
• Reduce active widgets
• Clear browser cache
• Update browser to latest version
• Check RAM/memory usage

Mobile App Crashing

Solutions:

• Force close and restart app
• Check for app updates
• Clear app cache
• Reinstall app if needed
• Make sure device OS updated

Browser Issues

Browser Not Supported

Supported Browsers:

• Chrome 90+
• Firefox 88+
• Safari 14+
• Edge 90+

Solution:

• Update browser to latest version
• Try different supported browser
• Enable JavaScript
• Allow cookies

Cookies/Storage Issues

Enable Required Settings:

• Cookies: Enabled
• JavaScript: Enabled
• Local Storage: Enabled
• Third-party cookies: Allowed for grabatable.app

Display Issues

Layout Broken:

• Clear cache (Cmd/Ctrl + Shift + R)
• Disable browser extensions
• Check zoom level (should be 100%)
• Try different browser
• Report with screenshot

Data Export Issues

Export Not Downloading

Try:

• Check pop-up blocker
• Allow downloads from grabatable.app
• Try different browser
• Use smaller date range
• Check download folder

Can't Open Export File

File Formats:

• CSV: Open with Excel/Google Sheets
• PDF: Needs PDF reader
• JSON: For developers/technical use

Issues:

• Ensure correct application installed
• Try different program
• Check file not corrupted
• Re-download if needed

Connection & Timeout Issues

Request Timeout

Causes:

• Slow internet connection
• Server processing large request
• VPN interfering
• Firewall blocking

Solutions:

• Check internet speed
• Try smaller date ranges
• Disable VPN temporarily
• Try different network

Connection Lost

Immediate:

• Check internet connection
• Refresh page
• Try different network
• Check system status page

Persistent:

• Contact ISP
• Check firewall settings
• Verify no DNS issues
• Try mobile data

Mobile Issues

Mobile Site Not Working

Check:

• Using supported browser
• JavaScript enabled
• Cookies enabled
• Not in "Desktop Site" mode
• Screen orientation (try rotating)

Push Notifications Not Working

Enable:

• Notifications allowed in device settings
• Notifications enabled in app settings
• Not in Do Not Disturb mode
• App has permission

QR Code Not Scanning

Tips:

• Good lighting
• Stable hands
• Clean camera lens
• QR code not damaged
• Try different QR scanner app

Getting More Help

Before Contacting Support

Gather Information:

• What were you trying to do?
• What happened instead?
• Error messages (screenshot)
• Browser and version
• Device type
• Steps to reproduce

Contact Support

Support Channels:

Email: [email protected]

Include:

• Your venue name
• Account email
• Detailed description
• Screenshots
• Steps to reproduce

WhatsApp: https://wa.me/message/GPBDMIVKYIELE1

Best for:

• Quick questions
• Urgent issues
• Screenshots sharing

Response Times:

• Urgent issues: 1-4 hours
• Normal inquiries: 24 hours
• Weekends: 48 hours

Emergency Support

Urgent Issues:

• Cannot access bookings during service
• Payment processing failure
• Security concern
• Data loss

Mark email subject: "URGENT:" or "EMERGENCY:"

Call if critical and no email response within 1 hour.

System Status & Updates

Planned Maintenance

Notifications:

• Email 7 days before
• Dashboard banner 24 hours before
• Status page updated

During Maintenance:

• Read-only mode often available
• Brief downtime (usually <1 hour)
• Bookings continue to queue

Unexpected Outages

Check:

• Status page: https://status.grabatable.app
• Twitter: @GrabATable
• Email notifications

What Happens:

• Existing bookings safe
• New bookings queued
• System auto-recovers
• Support team alerted

Common Error Messages

"Something went wrong"

Generic error - try:

1. Refresh page
2. Check internet connection
3. Clear cache
4. Try again in a few minutes
5. Contact support if persists

"Unauthorized" or "Access Denied"

Means:

• Not signed in
• Session expired
• Insufficient permissions

Fix:

• Sign in again
• Check with admin about permissions
• Clear cookies and sign in

"Not Found" (404)

Means:

• Page doesn't exist
• URL typo
• Item deleted
• Need to sign in first

fix:

• Check URL spelling
• Navigate from dashboard
• Sign in if logged out

"Too Many Requests" (429)

Means:

• Rate limit exceeded
• Too many actions too fast

Fix:

• Wait a few minutes
• Slow down actions
• Contact support if legitimate use

Related Documentation

• Dashboard - Using your dashboard effectively
• Account Settings - Configure your account
• Managing Reservations - Reservation management
• API Management - API troubleshooting

Still Need Help?

Contact support:

• Email: [email protected]
• WhatsApp: https://wa.me/message/GPBDMIVKYIELE1

We're here to help resolve any issues you encounter!