Who Is This For?
F&B merchants who need to switch QR Order and Pay on or off (e.g., closing for the day, busy period, kitchen issue), make sure new orders trigger a clear notification on the POS or Manager App, and handle the most common QR order issues your customers may report.
Overview
Going 'online' means your QR menu accepts orders. Going 'offline' stops new orders without losing any setup.
You will learn how to pause the channel, keep POS and Manager App alerts reliable, and troubleshoot the most common Beep app errors.
Note:
Going offline only stops 'new' orders. Pay Later orders that are already open on tables stay payable until the customer settles or you close them. See here.
Before You Begin
QR Order and Pay must already be configured. See here.
Your tables and QR codes must be in place for Dine In. See here.
For SH Manager App notifications, install the app on your phone or tablet:
'iOS:' App Store link
'Android:' Google Play link
Step-by-Step Guide
Go Online (Enable QR Order and Pay)
1. In BackOffice, go to 'Online Orders', then open 'QR Order and Pay'.
2. On the 'General' tab, find 'Enable QR Order and Pay' and toggle it 'On'.
3. Click 'Save'. Your QR menu is now live for all stores you have ticked.
Go Offline (Pause QR Orders)
When you need to stop accepting new QR orders, for example, kitchen at capacity, end of trading hours, or a service issue, you have two options.
Option A: Toggle Off (Whole Account / Per Store)
1. Go back to 'Online Orders', then open 'QR Order and Pay', then open the 'General' tab.
2. Toggle 'Enable QR Order and Pay' 'Off', or untick 'Sell Online' for the specific stores you want to pause.
3. Click 'Save'.
Note:
This is best for closing the QR channel for the day or for a long break (more than 30 minutes). Existing Pay Later open orders remain payable.
Option B: Pause Quickly (Closed for Business)
If you only need to pause for a short time:
1. In BackOffice, go to 'Online Orders', then open 'QR Order and Pay', then open the 'Store Settings' tab and pick the store.
2. Untick the 'Sell Online' checkbox.
3. Customers who scan during this time will see a "Store is closed" message in the Beep app.
4. Re-tick the checkbox when you reopen.
Make Sure You Receive New Order Notifications
Missing a new QR order means food is not prepared on time. Set up at least one of the two notification channels.
Option 1: SH Manager App Notifications (Recommended for Floor / Manager)
1. Install the 'StoreHub Manager App' on your phone or tablet (links above).
2. Sign in with your BackOffice credentials.
3. Make sure push notifications are enabled in your phone's system settings for the app.
When a new QR order comes in, the app pings you with a sound and the order details.
Note:
The Manager App is also where you mark Beep menu items as in/out of stock. See here.
Option 2: POS Register Sound + Online Tab (Recommended for Cashier)
1. In BackOffice, go to 'Online Orders', then open 'Beep Delivery', then open the 'Store Settings' tab and pick the store.
2. Scroll to 'Assign Main Register' and select your main POS register. Click 'Save'.
Note:
The Assign Main Register setting is shared between QR Order and Pay and Beep Delivery. Once set, all online orders go to that register.
3. On the POS register, tap 'Transactions' and switch to the 'Online' tab. New QR orders appear here with a notification badge and (on most devices) an audible alert.
4. To search for a specific order, use the search bar and type the order number.
Reset the Queue Number
QR Order and Pay queue numbers reset automatically every day at midnight (store local time). If you need to reset earlier, for example, after a busy lunch shift, close out the shift on the POS:
1. On your POS, sign out of the current shift (or end the day) and sign back in.
2. The queue number resets to 1 for the new shift.
Note:
If queue numbers do not reset after end-of-day, contact StoreHub Support via live chat.
Troubleshooting
Issue | What to do |
Customer says the QR menu is unresponsive or stuck. | Ask the customer to:
(1) update their phone OS;
(2) update the 'Beep app' from App Store / Play Store;
(3) make sure they are using the 'Beep app', not Beep on a web browser;
(4) restart the phone after the update and try again. |
Customer's eWallet shows payment 'succeeded' but the order is missing from BackOffice / POS. | The payment 'failed silently'. Do not release the food. An automatic refund is issued to the customer. If the customer disputes, contact StoreHub Support via live chat. |
Customer paid for an item that is now out of stock. | Negotiate a swap with the customer first. If a swap is not possible, contact StoreHub Support via live chat to issue a refund.
To prevent this in future, mark items out of stock via the StoreHub Manager App or use inventory tracking in BackOffice. |
New QR order did not trigger a notification. | Check:
(1) POS is online and signed in;
(2) 'Assign Main Register' is set in ''Beep Delivery', then 'Store Settings'';
(3) device sound is on;
(4) the SH Manager App has notifications allowed in your phone settings. |
Queue number is not resetting at end of day. | Close the shift on the POS. This resets the queue. If it persists, contact StoreHub Support via live chat. |
I want to find a customer's QR order URL (for refund or support). | In BackOffice, open 'Online Orders', find the order, and copy the order detail URL from the address bar to share with the customer or StoreHub Support. |
QR Pre-Order issue (delayed pre-order payout). | See troubleshooting in this article. |
FAQs
1. Will going offline cancel orders that are already in progress?
No. Pay Later open orders stay payable. Pay Now orders that are already paid still print and need to be prepared.
2. How do I know if my POS is signed in and ready to receive QR orders?
On the POS register home screen, look for the connection indicator (Wi-Fi/cellular icon). The Online tab in Transactions should show "Connected". If not, check Wi-Fi or restart the POS.
3. Can I use only the SH Manager App and skip the POS notification?
You still need to assign a main register so that orders print kitchen dockets. The SH Manager App is for the floor/manager, the POS is the source of truth for the cashier.
4. How do I reset the queue number manually?
Same as the 'Reset the Queue Number' steps earlier in this article.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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