Troubleshooting

This guide covers the most common issues users encounter and how to resolve them.

Screen Not Showing Content

Symptom: Your display device shows a blank screen, a loading spinner, or a “No Playlist” message.

Steps to resolve:

Check internet connection — Make sure the display device has an active internet connection. Try opening another website in Chrome to confirm.
Verify the screen is paired — In the dashboard, go to Screens and check the screen’s status. If it shows “Unpaired”, the pairing code was never entered. Open the display URL again and re-pair.
Check playlist assignment — If the screen status is “Online” but there’s no content, the screen may not have a playlist assigned. Open the screen in the dashboard, assign a playlist, and save.
Check the playlist has content — Open the assigned playlist and confirm it has at least one content item added.
Restart the display browser — Close and reopen Chrome on the display device. The display URL should load automatically if it’s set as the homepage.

Symptom: You’ve updated a playlist or product, but the screen is still showing the old version.

Steps to resolve:

Wait a few minutes — Screen updates are pushed automatically but may take 1–3 minutes to propagate.
Force refresh — On the display device, press F5 or Ctrl+R (Cmd+R on Mac) to refresh the browser. This forces the screen to pull the latest content.
Clear browser cache — In Chrome on the display device, press Ctrl+Shift+Delete → select “Cached images and files” → click “Clear data”. Then reload the display URL.
Check the playlist is correctly updated — In the dashboard, open the playlist and verify your changes were saved.

Symptom: Scanning the QR code opens a blank page, an error, or the menu doesn’t show products.

Steps to resolve:

Check QR menu is enabled — Go to your store’s QR settings and confirm the “Enable QR Menu” toggle is ON.
Verify the QR code URL — In the store’s QR settings, copy the QR menu URL and open it manually in a browser to test it.
Check products are active — Go to Products and make sure your products have “Active” status. Inactive products are hidden from the QR menu.
Check category assignment — Products not assigned to a category may not appear on the QR menu. Make sure each product has a category.
Check your plan — If you’ve exceeded the product limit of your current plan, some products may be hidden. Check your subscription in Settings.

Symptom: Your email and password aren’t working, or you’re stuck on the login page.

Steps to resolve:

Check for typos — Make sure Caps Lock is off and there are no extra spaces in the email or password fields.
Reset your password — Click “Forgot password?” on the login page, enter your email, and follow the reset link sent to your inbox.
Check your inbox for the reset email — Look in spam/junk if you don’t see it in your inbox. The reset link is valid for 1 hour.
2FA issues — If you’ve enabled two-factor authentication and lost access to your authenticator app, use one of your backup codes on the 2FA verification screen. If you’ve lost your backup codes too, contact support at support@menuplat.com.
Account may not exist — If you’re sure of the email but can’t reset the password, you may have registered with a different email address. Try any other email addresses you use.

Symptom: You’ve added products but they don’t appear when customers scan the QR code.

Steps to resolve:

Check product status — The product must be set to “Active”. Go to the product and check the status toggle.
Check category assignment — The product must belong to a category. If it has no category, it won’t appear in the QR menu navigation.
Check category status — The category itself must also be “Active”. If the category is inactive, all products in it are hidden.
Refresh the QR menu — On your phone, close the QR menu tab and rescan the QR code to load a fresh version.
Check the store QR menu is enabled — Go to the store settings and confirm the QR menu is enabled.

Symptom: You registered but never received the email verification code.

Steps to resolve:

Check your spam folder — Verification emails sometimes land in spam. Look for an email from no-reply@menuplat.com or support@menuplat.com.
Wait a moment — Email delivery can take up to 2–3 minutes. Wait before requesting a new code.
Resend the code — On the verification screen, click “Resend Code” to send a fresh code. The previous code becomes invalid when you request a new one.
Check the email address — Make sure you entered your email address correctly during registration. If there was a typo, you may need to start the registration again with the correct email.
Corporate email filters — Some corporate email systems block automated emails. Try registering with a Gmail, Outlook, or similar personal email account to test if that’s the issue.

Symptom: Your screen frequently shows as offline in the dashboard, even though the device is turned on.

Steps to resolve:

Check network stability — A weak or intermittent Wi-Fi signal can cause frequent disconnections. Consider using a wired Ethernet connection for display devices.
Check for power saving settings — Many devices have power-saving or sleep modes that put the browser to sleep after inactivity. Disable sleep mode on the display device.
Check Chrome’s auto-update or restart — Chrome may restart itself for updates. Configure Chrome on the display device to not restart automatically, or use a Chrome management policy.
Increase display timeout — Set the display device’s screen timeout to “Never” so it doesn’t sleep and interrupt the MenuPlat connection.

If none of the above solutions resolve your problem:

Use in-app chat — Click the chat bubble in the bottom right of your dashboard
Email us — support@menuplat.com
Include details — When contacting support, include your organization name, the store/screen name, and a description of what you’ve already tried