Troubleshooting
Work down the list for your symptom. The checks are ordered by how often they turn out to be the answer.
I cannot sign in
Section titled “I cannot sign in”- Check your connection. The apps need one to sign in.
- Try the other method. If Telegram is stuck, use Google, or the reverse.
- Telegram did not open. Copy the code on screen and send it to the bot yourself, or scan the QR from a device where Telegram is signed in.
- “Session expired.” Login requests do not stay open forever. Start a new one.
- You are signing in to the wrong app. Four apps, four icons. Staff credentials work in Sitora Pro, not in Sitora.
I signed in but there is nothing here
Section titled “I signed in but there is nothing here”Sitora Pro: you have no role at a branch yet. Ask your branch admin or manager. If access was just granted, use Recheck access.
Sitora Biz: your account does not control a restaurant yet, so you see the onboarding request instead.
Sitora Courier: look at the requirements list. Each line is one thing to fix.
Sitora: choose a branch. There is no menu until you do.
I am looking at the wrong data
Section titled “I am looking at the wrong data”Check, in this order:
- Which branch am I in? The single most common cause in Sitora Pro.
- Which role am I in? Different role, different workspace.
- Which restaurant am I in? In Sitora Biz, at the top.
- What does the status strip say? Stale or offline means an old picture.
Your profile shows the first two. It is faster to check than to reason about.
The screen says “Stale” or “Offline”
Section titled “The screen says “Stale” or “Offline””You are looking at the last known state, and most changes are blocked.
That is intentional. Acting on a stale picture is how two people record conflicting decisions about the same thing. Refresh, or reconnect, then act.
My action failed and the app says someone else already did it
Section titled “My action failed and the app says someone else already did it”Somebody acted on the same thing between you opening the screen and tapping. Refresh and look again — often what you were about to do is already done.
Messages like “Another kitchen user already advanced this order” are the app protecting the record, not an error you caused.
A button I need is not there
Section titled “A button I need is not there”Buttons appear only when the action is genuinely available. If one is missing:
- Your role does not include it. Switch role if you hold another, or ask.
- The thing is in a state that does not allow it. A cancelled order takes no more actions; a session with blockers will not close.
- You are offline. Most changes are online-only.
There is no hidden setting to reveal it.
“Access changed” appeared mid-shift
Section titled ““Access changed” appeared mid-shift”Someone changed your role or membership. Refresh. If it was unexpected, ask your branch admin, manager or owner — Sitora cannot restore access to a restaurant.
Guest app: my order is stuck
Section titled “Guest app: my order is stuck”| It says | What is happening |
|---|---|
| Pending confirmation | Staff have not yet confirmed you are at that table — get someone’s attention |
| Pending payment | A cashier has not confirmed the payment yet |
| Finding a courier | No courier has accepted yet; chat with the branch if it lasts |
| Preparing, for a long time | The kitchen is busy; ask on the chat |
Guest app: I paid but it says unpaid
Section titled “Guest app: I paid but it says unpaid”A payment counts once the restaurant confirms it. Transfers are reviewed by a cashier, and during service that can take minutes. If it lasts much longer, ask on the order chat.
Guest app: I cannot place a delivery order
Section titled “Guest app: I cannot place a delivery order”- No destination chosen. Delivery cannot be priced without one.
- Too far. Beyond how far that branch delivers.
- “We cannot price this right now.” The distance service is temporarily unavailable and this branch will not guess. Try again shortly.
Courier: no offers are arriving
Section titled “Courier: no offers are arriving”In order:
- Are you on shift?
- Are your offers paused? Your standing screen says so, with the reason and the end time.
- Are you suspended? Same screen.
- Is anything outstanding on the requirements list?
- Has any restaurant approved you? Sitora’s checks are not enough on their own.
Courier: I delivered but it shows unpaid
Section titled “Courier: I delivered but it shows unpaid”For cash on delivery that is expected until a cashier confirms the cash. Hand it in the same day.
Pro: I cannot record a payment decision
Section titled “Pro: I cannot record a payment decision”- Are you offline? Decisions are online-only.
- Is your station lease still live? Bind the station again.
- Is the order still there? It may have been cancelled.
The app is slow or blank
Section titled “The app is slow or blank”- Close and reopen it.
- Check your connection.
- Sign out and back in.
- Update the app.
If it persists on a shared device, sign out fully — a stale session on a much-used tablet is a common cause.
Still stuck
Section titled “Still stuck”- Guests: use the chat on the order.
- Staff: ask your branch admin or manager. Access and roles are the restaurant’s to change, not Sitora’s.
- Owners: contact Sitora support for plan, billing and ownership matters.
- Couriers: your standing screen says whether your case is an appeal or a support conversation.