Troubleshooting: quick answers

The screen says Reconnecting

The connection dropped. The office keeps showing the room as it was a moment ago, and the line under the top bar says so: This is the room as it was a moment ago — some buttons are off. It catches up by itself when the connection is back, so there is no need to reload.

If it lasts, check the tablet’s wifi, then open the site’s Service status page: it checks ResOlio the moment you open it and says whether the problem is ours.

A tablet shows the sign-in screen

Its session ended: someone pressed Sign out of this device on it, or Sign out everywhere in Settings › Devices. Sign in again with your restaurant’s login. If it asks Is this one of these tablets?, pick its old name to keep its name, its mode and its history.

If it shows this message instead, it was revoked: This device was signed out from Settings › Devices. Name it again to carry on. A revoked name cannot be taken back, so name it as a new tablet.

If the password is forgotten, press Forgotten your password? on the sign-in screen: a code is sent to the email address your restaurant signs in with.

A new tablet is refused

On Free, your login can be signed in on 2 tablets. Starter, Pro and Enterprise have no limit on tablets.

When every tablet your plan includes is in use, a new one is refused with this message: Your plan’s tablets are all in use. Take over one of your existing tablets, or sign one out in Settings › Devices.

Two tablets did the same thing at once

One wins. The other is told which device got there first and, when it knows, at what time, then shows the booking as it is now, so the host knows who to ask. If both marked the same thing, such as seated, the second sees that it was already done, and on which device.

In a settings form, the second save is refused with this message: Someone saved first. Reload to see their version, then apply your change again.

Guests cannot book on your page

Look under your restaurant’s name at the foot of the side menu: Page not live means your page is not taking bookings.

• Not live yet: nothing is public until you go live. Go live is one of the setup steps on the Settings page (see going live).
• Paused: the line under the top bar reads: This page is paused, so it is not taking bookings. Press Restart the plan.
• Live, but a day shows no times: that day is closed in Settings › Special days, falls outside your services, or is fully booked. On Pro, the turned-away report says why each guest was refused.
• No table or no service: your plan is active, but your floor has no table guests can book online, or you have no service. Settings › Restaurants says which is missing.

Your staff can still take a booking in the office while the page is not live.

A guest cannot find their booking

Their confirmation email has a private link to change or cancel the booking, as far as you allow. If the email is lost, Find your booking on the site’s home page leads to their bookings: they sign in, or create an account, with the email they booked with, and once that address is confirmed, the bookings made with it appear there.

In the office, Search the office finds a booking by the guest’s name or its reference.

A screen does not open

This screen could not load means the problem is on our side: press Try again, and nothing you had saved is lost. That screen isn't here means an old address: open the screen from the side menu instead.

On a Service tablet, some actions answer: Not available on a service tablet. Do this from the office.

Is it down, and who to ask

The site’s Service status page, linked in its footer, checks ResOlio the moment you open it and says whether the problem is ours or yours.

To reach a person, write to hello@resolio.app: a person replies within one business day. Give your restaurant’s name, the booking’s date, time and reference, and what the screen said.

Chat with us

On Pro and Enterprise, you can also write to us from the office, on any device: press your restaurant’s name at the foot of the side menu, then Support. A person answers in the same window, usually within a few hours.

Press Send to send; on a keyboard, Enter sends too, and Shift with Enter starts a new line. An answer appears as soon as it is written.

While an answer is unread, a turquoise dot sits on your restaurant’s initial, and the number of answers beside Support. An answer still unread after five minutes is also emailed to the address your restaurant signs in with, with a button that opens the chat.

On Free and Starter, Support gives our email address instead.