Comment dépanner ma tablette?
What is the Tablet Heartbeat feature?
Tablet Heartbeat detects if a Merchant’s tablet is not able to receive orders and temporarily pauses a merchant when this occurs consecutively for 5+ minutes.
Merchants will be automatically resumed within 10 seconds of being able to fulfill orders again.
What Merchants are eligible for this feature?
This feature will only impact merchants whose primary order protocol is Tablet.
It does not apply to:
Merchants with another primary order protocol (e.g. POS)
Merchants who have transitioned from Tablet order protocol to another primary order protocol
Merchants who use Tablets to leverage Tablet functionality, but not as a primary order protocol
Merchants who use Tablets as a secondary order protocol (i.e. POS with Tablet Fallback)
What are the conditions that trigger Tablet Heartbeat?
Tablet Heartbeat could be triggered in any of the following conditions. Here are some suggestions on how to avoid these issues, and our recommended best practices:
Condition | How to avoid | Best practice |
Power: The Tablet is off | Turn the power back on. | Keep the Tablet on at all times. Use the Pause or Special Hours/Closures feature if you wish to stop receiving orders temporarily. |
Battery: The Tablet is out of battery and not plugged in | Plug the tablet in. | Keep the Tablet plugged in at all times, or remember to plug it back in quickly if you need to unplug it. |
Connectivity: The Tablet is not connected to a reliable Internet connection | Confirm your Internet connection. | Connect to the DoorDash network for maximum reliability. |
Order Manager App: The Tablet is not logged in to the DoorDash Order Manager app, the app is not open, or the Orders page is not currently active | Log in to the Order Manager App, ensure the App is open at all times, and that you have the Orders page open. | If you need to navigate away from the Orders page (such as to manage your menu), be sure to return to the Orders page once you are done. *You cannot receive new orders while exited out of the Order Manager app |
What if I am not receiving notifications?
Tap on the three lines in the left-hand corner of your tablet screen
From the dropdown, click on Settings
Make sure that auto-confirm is toggled off, repeated ringing is on, and volume is set to loud
What if my Tablet is not turning on or charging?
If the tablet is not turning on and it's brand new, please hold down the power button for 5+ seconds until it powers on
If it's not powering on, plug it in to charge for at least 30 minutes
If it is not charging, try using a different chord or wall outlet
Contact Merchant Support if you are unable to get your tablet to turn on
How do I know if my WiFi is connected?
Take two fingers and swipe down from the top of the screen. You should see a mini dashboard.
Please disable the wifi icon and keep it turned off.
Make sure Airplane is turned off.
Try logging in again.
How do I clear my Order Manager app data?
Swipe down for mini menu.
Click on gear symbol.
Scroll down on settings sidebar until you reach Applications.
Hit Application Manager.
Scroll down on the right side and look for Order Manager.
Enter the Order Manager, tap Storage, then tap Clear data
What if my issue is not listed here?
For additional support, please contact Merchant Support
