Help & support

Sunnyside KDS is run by a small team in Perth, and email is our support channel. We read support mail Monday to Friday, 8am to 6pm AWST, and check it on weekends.

Orders not showing on the kitchen screen

Work through these in order — they cover almost every case.

1. Does the tablet say “Connected”? Look at the top of the kitchen screen. “Reconnecting” means the tablet has lost its link to Sunnyside — usually Wi‑Fi. Orders placed while it is reconnecting appear once it reconnects.
2. Is the tablet paired to the right display and location? Check Dashboard → Devices. Each screen shows only the Square categories routed to its display.
3. Is the location active? Check Dashboard → Locations. Only active locations receive orders.
4. Is Square connected? The Dashboard overview shows “Reconnect Square” if the link has dropped. Orders stop arriving until you reconnect it.
5. Is the subscription active? Check Dashboard → Billing. Screens stop receiving orders when a subscription lapses.
6. Give it a minute. If Square delivers an order late, Sunnyside's automatic re-check picks it up and it arrives within about a minute.
7. Still nothing? Email support with your venue name, the location, the time of the order and what the tablet showed.

Pairing a tablet

1. In the dashboard, go to Devices and choose Pair for the display the tablet should show.
2. Sunnyside shows a 6-digit pairing code.
3. On the tablet, open sunnyside-kds.com/register in the browser.
4. Enter the code. The tablet signs in and starts showing that display's orders.

The code expires after a few minutes — if it does, generate a new one. Replacing a tablet? Use Re-pair on the Devices page to issue a fresh code for that screen.

Keeping the tablet awake

• Android: Settings → Display → Screen timeout, set to the longest option. Or, while the tablet is charging, Developer options → Stay awake.
• iPad: Settings → Display & Brightness → Auto-Lock → Never.

For a dedicated kitchen screen, a kiosk browser app can also lock the tablet to Sunnyside and keep the screen on.

Billing

• $10 per active location per month. One plan, no lock-in.
• Use Manage billing on the Billing page to update your card, download invoices or cancel.
• Deactivating a location stops its charge from the next billing sync.
• You can cancel anytime.

Status

Service status: the tablet's Connected/Reconnecting badge and the Devices page show live status. If sunnyside-kds.com itself is unreachable, email us.

Dashboard help is for signed-in owners.