Frequently asked questions
What is Restaurant OS?
Restaurant OS is Smart DiningΓÇÖs web workspace for operators: reservations, orders, guest CRM, marketing, insights, and venue configuration in one connected system. Use the sidebar as your mapΓÇöeach area focuses on a part of running the business, from the floor to finance.
How do in-app service requests work?
Use New service request to send a structured message to our team. You will get an email reply at the address on your account. View service requests lists everything you submitted from this app with the same email, so you can confirm what we received.
Why must my request use my account email?
We match requests to your login email for security. If you need to use a different address, ask an organization owner to update your profile email, or mention both addresses in your message so we can link them manually.
When will I hear back?
Most operational questions receive a first response within one business day. Billing, integrations, and multi-location issues may take longer when we coordinate with partners. Mark your topic accurately and include screenshots or error text when possible.
Who helps with invoices, plans, or failed payments?
Choose Billing & subscription as the topic and include the plan name, approximate charge date, and last four digits of the card if relevant. Owners can also review Account → Subscriptions before writing in—many renewal questions are visible there.
Integrations disconnected or syncing wrongΓÇöwhat should I send?
Pick Technical issue and list the integration (e.g. POS or booking channel), what changed recently, and the approximate time failures began. Screenshots of error banners and any re-authorization screens speed resolution.
I cannot see a sidebar section my colleague has. Why?
Restaurant OS hides areas you are not permitted to use. Ask your organization owner or admin to review your role and permissions. This is expected behaviorΓÇönot a bug.
What customer data is in support tickets?
Tickets store only what you type. Avoid pasting full payment numbers, government IDs, or sensitive guest health information. If we need specifics, we will request them through secure channels.
Is there an external help center?
YesΓÇöyour brand may also publish guides and announcements on the public Smart Dining help site. Use in-app requests when you need a human or account-specific troubleshooting.
What if my issue is urgent?
For production outages affecting guests or payments, open a request with Technical issue, put ΓÇ£URGENTΓÇ¥ in the first line, and include your restaurant name, timezone, and whether the loss is ongoing. We prioritize stability-impacting cases.
Why is my sidebar missing Marketplace, Shift overview, or CRM items I saw in training?
Several entries are gated together by permissions and by whether your environment has turned that feature on yet—production menus are often shorter than sandbox demos. Confirm you picked the right restaurant, compare with an owner’s login, then ask them to verify permissions or rollout flags before opening a ticket.