Fix common EasyMenus issues fast. QR codes won't scan? Menu not displaying? Find solutions in 30 seconds.
Fix common EasyMenus issues fast. QR codes won't scan? Menu not displaying? Find solutions in 30 seconds.
# Troubleshooting Guide
Quick fixes for common issues. Most problems solve in under 30 seconds.
Can't find your issue? Contact Support →
## QR Code Issues
### QR Code Won't Scan
Most common causes & fixes:
#### 1. QR Code Damaged or Dirty
Symptoms:
- Camera focuses but nothing happens
- Notification appears briefly then disappears
- Scanning works inconsistently
Fix:
- Wipe QR code with clean cloth
- Check for scratches, tears, water damage
- Replace if damaged (reprint from dashboard)
Prevention: Laminate QR codes, replace monthly in high-traffic areas
#### 2. Poor Lighting
Symptoms:
- Camera can't focus on QR code
- Scanning takes multiple attempts
- Works better in certain lighting
Fix:
- Move to better-lit area
- Turn on overhead lights
- Avoid direct sunlight glare on QR code
- Angle QR code away from glare
For permanent installations: Ensure adequate lighting where QR codes are placed
#### 3. QR Code Too Small
Symptoms:
- Camera can't read the code
- Customers have to get very close
- Older phones struggle more
Fix:
- Reprint at larger size (download "Large" from QR Codes section)
- Minimum recommended: 2cm × 2cm (about 1 inch square)
- Ideal for tables: 5cm × 5cm
Rule of thumb: QR code should be readable from 30cm (12 inches) away
#### 4. Camera Permission Disabled
Symptoms:
- Camera app opens but won't focus
- "Camera access denied" message
- Scanning doesn't trigger anything
Fix (iPhone):
- Settings → Privacy & Security → Camera
- Find camera/browser app
- Toggle ON
Fix (Android):
- Settings → Apps → Camera
- Permissions → Allow camera access
#### 5. Menu Not Published
Symptoms:
- QR code scans successfully
- Shows "Menu unavailable" or "Menu not found"
- Or loads to blank page
Fix:
- Go to Menu Editor
- Check status: Should say "Published" (green)
- If says "Draft", click "Publish" button
- Test QR code again
#### 6. Low Contrast QR Code
Symptoms:
- Custom-colored QR code doesn't scan reliably
- Works in perfect conditions but fails otherwise
- Some phones scan it, others don't
Fix:
- QR Codes → Select your code
- Change to "Classic Black" preset
- Download and reprint
- Test thoroughly before mass printing
Rule: Black on white has best scan reliability. Fancy colors reduce reliability by 20-40%.
###QR Code Redirects to Wrong Menu
Symptoms:
- QR code scans successfully
- Loads menu, but it's the wrong one
- Shows old menu version
Fix:
- Check which menu QR code is linked to:
- QR Codes section → Find the QR code
- "Menu" field shows which menu it opens
- If wrong menu: Click "Edit" → Select correct menu → Save
- Re-download QR code
- Replace printed versions
Note: Existing QR codes update automatically when you change the linked menu. No need to reprint unless you want to.
## Menu Display Issues
### Menu Not Loading / Blank Page
Symptoms:
- QR code scans
- Page starts loading but stays blank
- Or shows "Loading..." forever
Possible causes:
#### 1. Slow Internet Connection
Fix:
- Menu loads on customer's phone data, not your WiFi
- If customer has slow data: Wait 10-15 seconds
- If still doesn't load: Offer printed menu
- Check menu file size isn't too large (see below)
#### 2. Large Image Files Slowing Load
Fix:
- Menu Editor → Settings → "Optimize Images"
- Click "Optimize All Images"
- Compresses images without visible quality loss
- Load time improves dramatically
Target: Menu should load in under 3 seconds on 4G connection
#### 3. Browser Cache Issue
Customer fix:
- Close and reopen browser
- Or clear browser cache (Settings → Safari/Chrome → Clear Cache)
### Menu Shows Old Version
Symptoms:
- You updated prices/items
- QR code loads menu
- Shows old prices or removed items
Causes & fixes:
#### 1. Changes Not Saved
Fix:
- Menu Editor → Make changes
- Click "Save" (top right)
- Confirm changes saved (green notification)
- Test menu again
#### 2. Browser Cache (Customer Side)
Fix:
- Customer needs to refresh page
- Pull down to refresh on mobile
- Or close and reopen menu link
Prevention: Changes usually appear within 30 seconds. If consistently delayed, contact support.
#### 3. Unpublished Changes
Fix:
- Menu Editor → Check for orange "Draft" tag
- If present, click "Publish"
- Changes go live immediately
Note: "Auto-publish" feature (Settings) publishes changes automatically. Enable it to avoid this issue.
### Menu Items Missing
Symptoms:
- Menu loads correctly
- But some items don't appear
- You know they're in Menu Editor
Causes & fixes:
#### 1. Item Set to "Hidden"
Fix:
- Menu Editor → Find missing item
- Check "Visible" toggle
- If OFF, toggle ON
- Save
- Item reappears on menu
#### 2. Item in Wrong Category
Fix:
- Menu Editor → Search for item name
- Check which category it's in
- Drag item to correct category
- Save
#### 3. Category Set to "Hidden"
Fix:
- Menu Editor → Check category visibility
- Click category name → Settings
- Toggle "Visible" ON
- Save
- Category and all items reappear
### Images Not Displaying
Symptoms:
- Menu loads fine
- Item names and prices show
- But images show as grey boxes or broken image icon
Causes & fixes:
#### 1. Image Upload Failed
Fix:
- Menu Editor → Click affected item
- Click "Edit" → Re-upload image
- Wait for green "Upload successful" notification
- Save item
- Test menu
#### 2. Image File Corrupted
Fix:
- Re-save image from original source
- Or re-take photo
- Upload again
Supported formats: JPG, PNG (not GIF, not BMP, not TIFF)
#### 3. Image File Too Large
Fix:
- Maximum file size: 5MB per image
- If larger: Compress before uploading
- Use free tools: TinyPNG.com, Squoosh.app
- Or take photo at lower resolution
### Menu Looks Broken on Mobile
Symptoms:
- Text overlapping
- Images cut off
- Buttons not working
- Layout messy
Usually caused by:
#### Custom CSS Conflicts (Pro Plan Only)
Fix:
- Settings → Design → Custom CSS
- Remove or comment out custom CSS
- Test menu
- If fixed: Custom CSS was the problem
- Fix CSS or contact support for help
For non-Pro users: This shouldn't happen. Contact support if it does.
## Account & Login Issues
### Can't Log In
Symptoms:
- "Incorrect email or password" error
- Email and password are definitely correct
- Can't access dashboard
Fixes:
#### 1. Reset Password
- Login page → Click "Forgot Password?"
- Enter email address
- Check email for reset link
- Click link, create new password
- Try logging in again
#### 2. Email Not Verified
Symptoms:
- "Please verify your email" message
- Can't access full features
Fix:
- Check email inbox for verification email
- Click verification link
- If no email: Click "Resend Verification"
- Wait 2-3 minutes, check spam folder
- Contact support if still no email
#### 3. Account Suspended
Rare, but possible if:
- Payment failed and account past due
- Terms of service violation
Fix:
- Check email for suspension notice
- Follow instructions to resolve
- Or contact support: support@easymenus.xyz
### Forgot Which Email I Used
Fix:
- Try all email addresses you commonly use
- Check email inbox for any messages from "EasyMenus"
- If still can't find: Contact support with:
- Restaurant name
- Phone number
- Any other identifying information
## Payment & Billing Issues
### Payment Failed
Symptoms:
- "Payment declined" notification
- Can't upgrade to Pro
- Subscription cancelled due to payment failure
Common causes:
#### 1. Insufficient Funds
Fix:
- Check bank account balance
- Try different payment method
- Or wait until funds available, try again
#### 2. Card Expired
Fix:
- Settings → Billing
- Click "Update Payment Method"
- Enter new card details
- Save
#### 3. Bank Declined International Transaction
Fix:
- Call your bank
- Authorize international transactions
- Or use PayPal as alternative payment method
### Can't Update Payment Method
Symptoms:
- "Payment method invalid" error
- New card won't save
- Says card already in use
Fixes:
Try different card:
- Visa, Mastercard, American Express accepted
- Prepaid cards sometimes don't work
Try PayPal:
- Billing → Payment Method
- Select "PayPal"
- Log in and authorize
Contact support if:
- Multiple cards fail
- Error message unclear
- Urgent need to update
### Charged Twice
This shouldn't happen, but if it does:
- Monthly subscription bills on same day each month
- If two charges 30 days apart: Normal
- If two charges same day: Duplicate
- Email: support@easymenus.xyz
- Include: Transaction IDs, dates, amounts
- We'll refund duplicate immediately (usually same day)
## Analytics Issues
### Analytics Not Tracking
Symptoms:
- "Total Views: 0" despite customers using menu
- No data in analytics dashboard
- Traffic chart is flat
Causes & fixes:
#### 1. Menu Not Published
Fix:
- Menu Editor → Check status
- If "Draft", click "Publish"
- Analytics start tracking after publishing
#### 2. Just Published
Reality check:
- Analytics take 1-2 hours to appear
- Not instant
- Check again after 2 hours
#### 3. Ad Blocker Interference
If analytics consistently show zero:
- Try accessing from different device
- Disable ad blocker
- Check Settings → Analytics → Tracking enabled
### Wrong Analytics Data
Symptoms:
- Numbers seem too high or too low
- Sudden unexplained spikes
- Data doesn't match reality
Possible causes:
#### Bot Traffic (inflated numbers)
Symptoms:
- 100+ views but restaurant was closed
- Traffic spike at 3am
- Zero session time on high traffic
Fix:
- Contact support
- We'll filter bot traffic from your data
- Usually resolved within 24 hours
#### Multiple Menus Confusion
Check:
- Analytics → Filter dropdown
- Ensure viewing correct menu
- "All Menus" shows combined data
## Mobile App Issues (If using iOS/Android app)
### App Won't Open
Fix:
- Force close app
- Restart phone
- Open app again
If still broken:
- Delete app
- Reinstall from App Store/Play Store
- Log in again
### App Crashes During Use
Temporary fix:
- Use web version (easymenus.xyz) in browser
- Works identically to app
Report bug:
- Email: support@easymenus.xyz
- Include: Device type, iOS/Android version, what you were doing when it crashed
## Integration Issues
### POS Integration Not Working
Symptoms:
- Menu items not syncing from POS
- Prices don't update automatically
- Orders not appearing in POS
Fix:
- Settings → Integrations
- Find your POS system
- Click "Reconnect"
- Re-authorize connection
- Test sync
If still broken:
- Check POS system is online
- Verify API access enabled in POS settings
- Contact support for integration debugging
## Still Having Problems?
### Before Contacting Support
Try these first:
- Clear browser cache and cookies
- Try different device (phone vs computer)
- Try different browser (Chrome vs Safari)
- Check if problem happens for everyone or just you
- Screenshot the error message
### Contact Support
Email: support@easymenus.xyz
Response time: Within 24 hours (usually faster)
Include in your message:
- Description of problem
- What you were trying to do
- What actually happened
- Screenshots if possible
- Device/browser you're using
Urgent issues:
- Menu completely down during service
- Payment problem blocking access
- Critical bug affecting customers
Mark email subject: "URGENT:" for priority handling
## Emergency Backup Plan
If EasyMenus is down during service:
- Keep 15-20 printed menus always available
- Update quarterly
- Store in dry place
- Staff should know menu by heart
- Keep cheat sheet at register
- Apologize for inconvenience
- status.easymenus.xyz
- Shows if widespread outage
- Estimated time to resolution
We maintain 99.9% uptime, but having a backup plan = smart business.
## Version Control
- Version: 1.0
- Date: 29 October 2025
- Format: Troubleshooting guide
- Covers: QR codes, menu display, account issues, payment, analytics, integrations
- Target audience: Users experiencing problems, support deflection