Troubleshooting
Every other page in this section is organized by topic — pick a category, then an article inside it. This page runs the other way: by what's actually happening right now, with no detour through deciding which topic owns it first.
It exists for the moment a category page would slow you down rather than help — a caller is still on the line, or a customer is waiting on an answer, and reading a topic's full scope before finding the one relevant article costs time that moment doesn't have.
Nothing below is ranked by how serious it is or how often it happens — there's no reliable way to know either of those, and ranking by a guess would be worse than not ranking at all. What follows instead is grouped only by whether the description matches what's actually in front of you. If two entries both sound close, open the one that matches the more specific detail rather than the more general one; the articles themselves handle overlap by linking to each other where a single bad moment genuinely touches more than one, rather than each trying to cover the whole moment on its own.
This page assumes you already know something is wrong and just need the right next step — it doesn't spend time explaining why a symptom happens before pointing at the fix, because that explanation belongs to the article itself, read at the point it's actually useful. Wanting the mechanism first, before anything has gone wrong? Help or a topic's own category page is the better start, where that kind of explanation is the whole point rather than something to get past on the way to a fix.
Each line below describes a real situation, not a category name, followed by the article that actually walks through it. None assume you've already read anything else in this section — each article stands on its own, with its own steps and its own honest account of what to do when the first attempt doesn't fix it either.
- A call dropped mid-order. The line went dead, or a caller's connection cut out, partway through taking an order, and now it's not clear whether the call reconnected on its own, whether anything said before the drop is still trustworthy, or whether the caller has to start over from nothing. Reconnecting after a dropped call →
- A caller couldn't be understood. Background noise, an accent, or a bad connection made it hard to follow what a caller was saying, and it isn't obvious what accommodation was actually offered or whether the order that came out of it is trustworthy. A caller who was hard to understand →
- A transfer didn't connect. A caller asked for a person, or a call reached a point that should have handed it to one, and either the transfer never went through or it isn't clear whether an actual person ever joined. When a call needs a person →
- A payment link isn't working. A customer says the secure payment link won't open, shows the wrong order, or seems stuck without ever confirming, and it isn't clear whether the link expired, mismatched the order, or the payment itself is simply pending. Payment link problems →
- An order looks duplicated. The same order appears twice, or a customer says they were charged twice, usually right after a dropped call or a retried action, and it isn't obvious yet whether that's a genuine duplicate or two views of the same protected submission. Duplicate orders and charges →
- The wait time seems wrong. A caller was quoted a number that doesn't match what's actually happening in the kitchen right now, and it isn't clear who's responsible for updating it or what gets quoted before anyone has set one at all. Current wait time →
- Calls aren't reaching Dohos. Calls that should be forwarding aren't arriving, aren't arriving cleanly, or the fallback back to the restaurant isn't behaving the way it should, after forwarding was already set up and working before this. Call forwarding issues →
- The tablet looks wrong. The staff tablet shows nothing, shows information that looks stale, or an alert that should have fired didn't, and it isn't obvious whether that's a real fault or just what an offline or out-of-sync tablet looks like. Staff tablet issues →
- A customer wants a refund. A customer is asking for money back on an order, or to cancel one, and it isn't clear what stage that request is actually at, what a partial refund would mean, or what can honestly be promised about when it lands. Refunds and cancellations →
- A customer disputed a charge. A customer's bank got involved instead of the customer asking directly — a notice arrived, or a customer mentioned disputing a charge with their card issuer — and it isn't clear what that actually requires from the restaurant. Customer disputes a charge →
None of the ten require pulling up a specific order or call before opening the article. Each is written so the article itself explains what to look for on the console once you're there — the exact reference number, the specific screen, the specific field — rather than assuming you've already found it. Reading the article first and locating the record second is usually faster than the reverse.
The ten situations above cover something actively going wrong, in the moment, which is what this page is built for. A handful of real topics in this section aren't that kind of situation — they answer a question rather than fix a live problem, and a topic's own category page is a better start for them than this one. Naming them here plainly is more honest than leaving a reader to wonder why their situation didn't fit any of the ten:
- Reading an order's status when nothing about it seems broken — a question about how to interpret a screen, not a fault to diagnose. Order status, explained →
- What the assistant will and won't say about an ingredient — a question about wording asked before a call, not a fix needed after one. Allergy & ingredient questions →
- Marking an item unavailable as a deliberate, routine mid-shift decision, rather than reacting to an order that already went out with something that should have been pulled. Marking an item unavailable →
- What an order-status text says, at a stage that already happened correctly. Text messages about an order →
- Understanding the transcript-and-recording split before any caller has asked a hard question about it. Recording & transcripts →
- Starting a privacy request under no particular time pressure. Data requests →
- Reporting an accessibility barrier that isn't an emergency. Reporting an accessibility barrier →
Each is a real, answerable topic, and none of them is “something is actively wrong right now” in the sense the list above is built around — its own category page is the better way in.
Two things are worth saying plainly about every entry on this page. None of them assumes a specific plan, a specific location, or a specific length of time using Dohos — the steps are the same for a restaurant on its first live day and one that's been running for a long stretch, because the underlying mechanism each article describes doesn't change based on either of those. And none of them will ask you to click something that isn't actually on the screen in front of you; where the real console tracks fewer distinct states than a fuller explanation of the underlying concept might suggest, the linked article says so directly, in its own words, rather than describing a button, a chip, or a label that doesn't actually exist on the screen you're looking at.
That last point is worth repeating concretely, since it's the single easiest way a troubleshooting page loses a reader's trust. If an article ever tells you to look for something and it isn't there, that's the article's own honest account of the interface falling short somewhere, not a sign you're on the wrong screen or missed a step. Report it through support rather than assuming the mistake is yours — a control that doesn't exist is a defect worth fixing, and the fastest way to fix it is hearing about it from someone who actually hit it.
If a situation genuinely doesn't match anything above — not one of the ten, and not a fit for any topic's own category page either — that's worth treating as real, not as a sign the question was worded wrong. write to support — a real person reads it. Name the location, what you were doing, and any order or call reference you have.