When something is not right
Almost everything here is faster to fix by asking your server, who can see the same order you can. These are the things you can check first.
The tag will not open anything
Hold the top of your phone flat against the tag for a second or two — the reader is usually near the top edge on the back. If nothing happens, use the link or the order code printed on the table instead, or ask your server to read out the code.
"This tag is not recognised"
The tag is not one this restaurant has set up, or it has been switched off. Ask your server for the order code.
A security warning
If you are told a tag may have been tampered with or cloned, stop and show your server. The app is refusing to open a table it cannot vouch for, which is deliberate. Your server can open the order for you by hand.
"There is no active order for this table"
Nobody has opened the table yet. Ask your server to start it — it takes them a moment. Depending on how the restaurant is set up, you may instead be asked to let a server know.
I am on the wrong table
Check the table name on the order screen against the one you are sitting at. If it is wrong, do not pay — tell your server, who can move you to the right table.
There is something on the order I did not order
If it is still under Pending Items, you can remove it yourself. Once it has gone to the kitchen it is locked, and your server has to take it off.
If you are paying, you can also use Pick Items and simply not select it — you pay only for what you choose.
My food has not come and the order says "not yet sent"
Adding a dish to the order does not order it. Open the order status screen and use the Send to Kitchen bar at the bottom to send it through.
The wait is longer than the menu said
The time on the menu is how long a dish takes to cook by itself. The estimate on the order status screen also counts how busy the kitchen is and the restaurant's minimum time, so it is usually longer. See how long will it take?. If the estimate has passed and nothing has come, ask your server.
Something is stuck in "Coming later"
That is a course the kitchen is deliberately holding — usually a dessert while you are still eating. It is already on your bill and will come when the pass releases it. If you want it sooner, or not at all, ask your server. You cannot release it from your phone.
My payment was declined
Nothing has been charged and the table's balance is unchanged, so you can simply try again. Check the card number, expiry and security code first. If your phone offers a digital wallet, that route often succeeds where a typed card fails. If it keeps failing, pay your server directly.
"Your session has expired"
Open the table again — tap the tag, or type your order code at SPLT.ca. Nothing is lost; the order lives on the restaurant's system, not on your phone.
The amounts look wrong
Remember that Coming later items are already counted in the total, even though they have not arrived. If the numbers still do not look right, show your server the screen — they can see the same order.
Still stuck
Ask your server. For anything they cannot resolve, write to support@ssppos.com.