So, you've introduced MondoMenu in your venue and you're getting some questions from customers. Maybe they're not sure how to use the tech, maybe they're having issues with their phone. As venue staff, we suggest the following ways to troubleshoot with your customers.
Troubleshooting tips & tricks
Argh!!! The QR code is not scanning
There are a few things you can check if a customer is unable to scan a QR code from their phone. The first is to check how they are trying to scan the QR code.
1. Watch the customer scan the QR code from their phone. Customers do not need to use QR code
scanner apps to open the menu. In fact if they do this, some of the functionality of MondoMenu will not be available (like saving contact and card details).
Apple devices
For an Apple phone customers need to be using iOS 11 or above. They then need only open the camera app and the phone will immediately start to read the code. They will then see a message asking them to open MondoMenu.com in their browser. If they tap on this and the menu should open automatically on the phone.
Android devices
For an Android phone customers must be using Android 9 or higher. Scanning the code with
their camera then works similar to iOS.
2. Make sure the customer holds their phone vertically to scan the code. QR codes don't work if the phone is tilted or not upright.
3. Don't get too close to the code - you need to be about 30 centimetres away.
4. Check the screen brightness is not too low and there's no smudges on the camera lens.
5. While the vast majority of phones can scan a QR code, some older phones may not be able to. In this case, you can provide a customer with your menu URL, which they can type directly into their browser. You may even choose to put this on your QR code signage. Your URL will be: https://mondomenu.comv/yourshortname For example: https://www.mondomenu.com/v/mymexican
6. Make sure your QR code signage is clear and the QR code itself is displayed correctly. See here for tips
on displaying QR codes: QR codes do's and dont's.
(https://mondoconnex,freshdesk.com/a/solutions/articles/51000102854)
QR code not scanning credit card
This can always be a little bit finicky! The trick is to make sure customers hover their phone completely over the credit card and within the window. If not all of the details transpose into the Menu section, ask your customers to put the additional details directly into the MondoMenu payment screen. This will only be required once.
Menu not showing
If your menu is not showing it usually means that someone is trying to access your menu outside of your operating hours. You should go in and check your portal to ensure your operating hours are correct.
Different table numbers are coming up
If you're finding that different table numbers are coming through than those your customers are ordering from, firstly check that the right QR codes are on the right tables. You can do this quick check by simply scanning the QR code from each table and checking that the table number is correct in the order cart screen.
If the above test confirms incorrect table numbers are coming through, please contact us immediately so that we can review the situation with you in real-time.
Support from Mondo
If you're in service and there is an issue with the software that impacts your ability to provide the Mondo Menu service to your customers, please contact your MondoMenu Onboarding Consultant by phone.
You can also contact our helpdesk at any time by emailing menusupport@mondoconnex.com. We also like feedback as it helps us improve our offer. If you have feedback or any other scenarios that require help with troubleshooting, please let us know either by email or phone.