Flan SmartScale Troubleshooting

For live Support : Please call 1-800-723-9180 or email ScaleSupport@doordash.com

• Scale Disconnect

• Wall Outlet Disconnect

• Tablet Not Charging

• Inaccurate Weights

• Orders Not Populating

• Damaged

Scale Disconnect

1. Wiggle cables and ensure all cords are properly connected 
   

   

2. Restart tablet (power + volume up)
   

   

3. Leave device charging for 24 hours and turn on device
   

4. If Issue Persists → email scalesupport@doordash.com or call 1-800-723-9180

Wall Outlet Disconnect

1. Wiggle cables and ensure all cords are properly connected 
   

   

2. Try a different outlet and if resolved, green light should be on
   

3. Follow Steps Below, if Not
   
   

   

4. Restart tablet (power + volume up)
   

   

5. Test power cord on a phone & confirm if cord is working
   

   

6. If Issue Persists → email scalesupport@doordash.com or call 1-800-723-9180

Tablet Not Charging

1. Wiggle cables and ensure all cords are properly connected 
   

   

2. Press power button (look for battery %)
   

   

3. If no charge:

   • Ensure all cords are secured and leave charging for 24 hours

   • Turn device next day
     

4. If Issue Persists → email scalesupport@doordash.com or call 1-800-723-9180
   

Inaccurate Weights

1. Make sure nothing is touching or underneath the scale

   • Scale should be flat and clear of obstructions

   • Give Scale a good distance away from any walls or cash registers 
     

     

2. Calibrate scale
   

   

3. Test with item (300–500g):

   • Within 15g for every corner = working
     

     

     
     

4. Over/Under 15g for any corner = Escalate to Scale Support
   

5. If Issue Persists → email scalesupport@doordash.com or call 1-800-723-9180

Orders Not Populating

1. Ensure cords are properly connected
   

2. Unplug and reconnect all cords
   

   

3. Confirm correct store login
   

   

4. Access Secret Menu (Tap Logo 5x)

   • Run speed test : Must be 3 Mbps+
     

     

5. Checking If Sim is Activated 
   

   

6. If displayed “No Sim”, Please check Sim Cartridge and Repeat the Step Above 
   

   

7. Check receipts show only DoorDash orders, as we ONLY support Drive or Marketplace / Doordash
   

   

8. If POS has orders but scale does not → contact DoorDash Support
   

9. If Issue Persists → email scalesupport@doordash.com or call 1-800-723-9180

Damaged

1. If the tablet is detached and broken from the stand or has any visible damage, please contact Support to request a replacement.

2. If Issue Persists → email scalesupport@doordash.com or call 1-800-723-9180