If your restaurant's online order alerts stop working, open the owner app and check current orders before changing phone settings. Assign someone to protect the pickup queue while another person checks the device and connection. A quiet phone alone cannot tell you whether customers have placed orders.
OmNom's order-alert FAQ explains that alerts depend on the device, notification permissions, and connection. Keep the restaurant's alert contact details current. The procedure below is a practical shift routine, not a promise of uninterrupted notifications or offline ordering.
Start with the orders already in progress
Ask the shift lead to record when the problem was noticed and the last order the team successfully received. Open the owner app on a working connection and confirm that the correct restaurant is selected, especially if you manage several locations.
Compare the orders you can see with the kitchen's working tickets and the bags awaiting pickup. Look for orders that never reached the kitchen, food already prepared without a recorded handoff, and customers whose pickup time is approaching.
If a guest says they ordered but staff cannot find it, ask for the order reference and check the restaurant and date on their confirmation. Avoid immediately asking them to submit and pay again. A customer screenshot can help locate the transaction, but it should be checked against the restaurant's records before deciding to remake an order or collect another payment.
Give one person responsibility for recording these decisions. Otherwise two employees may independently try to fix the same missing order.
Separate a notification problem from a connection problem
Use three questions to narrow the investigation:
- Can the owner app show current order information? If it can, but nobody heard an alert, start with notification and sound settings.
- Can the device load a new page on another website? If several services fail, investigate the device or restaurant connection.
- Does the customer ordering page load from a separate connection? A phone using cellular data can help distinguish a restaurant Wi-Fi problem from a broader issue.
These checks provide clues, not a diagnosis. An already-open menu or an old order screen may still be visible when fresh information cannot load. A working customer page also does not prove that the restaurant is receiving orders reliably.
If available, use a restaurant-approved cellular connection or hotspot while checking the owner app. Check coverage and any data charges first. Changing connections does not establish that missing orders have been recovered; review the affected period explicitly.
Check iPhone and Android notification settings
For an iPhone, open Settings, then Notifications, and select the owner app. Check that notifications are allowed and that the chosen alert style is noticeable where the phone sits during service. Check app sounds, silent mode, and alert volume. Apple's notification guide explains these controls.
Also review Focus settings, including any scheduled Work or Do Not Disturb mode. Apple documents how to allow an app through Focus. If the phone is paired with an Apple Watch, check where alerts are appearing rather than assuming the counter phone will always make a sound.
On Android, open the device's notification settings and find the owner app. Confirm notifications are enabled. If the device offers notification categories or an Alerting versus Silent choice, inspect the relevant settings. Google's Android notification guidance notes that menus and options vary by device. Follow your manufacturer's instructions when the labels differ.
Keep customer details out of public view when choosing lock-screen previews. The goal is a staff member noticing the alert and opening the order securely. OmNom's app-first equipment guidance calls for a registered iPhone or Android owner app with notifications enabled.
Decide whether you can safely keep taking pickup orders
Continue only if someone can reliably see new orders and the kitchen can fulfill the pickup commitments. Assigning a temporary order watcher may help when the app works but sounds are unreliable. It will not solve a connection that cannot retrieve orders.
If reliable receiving is unavailable, have the authorized owner review the restaurant's hours controls. OmNom supports a date-specific closed-all-day setting or custom hours through the hours screen. Choose an option that accurately reflects the interruption, save it, and check the customer-facing result from a working connection.
Do not assume an attempted edit succeeded while the device was offline. If you cannot confirm the change, contact support and make the uncertainty clear. A public notice on a restaurant-controlled channel may help customers, but it does not itself change checkout availability.
Keep working through existing orders individually. An hours change should never replace checking which customers already have a pickup commitment. This checklist covers pickup service.
Reconcile the outage window before declaring recovery
Once the app is responding again, review orders from the last confirmed good check through the restoration time. Match each relevant order to one operational outcome: awaiting preparation, preparing, ready, collected, or needing a manager's decision. Use those labels in your shift log without assuming they are exact app status names.
For a delayed order, verify kitchen capacity before giving the customer a revised pickup estimate. If a customer requested cancellation or received a replacement, make sure the manager knows before another employee takes action.
Use a controlled check of the normal order-receiving workflow before returning to unattended alerts. Watch an actual incoming order through to the kitchen, or arrange an owner-approved test order. Any real checkout should be treated as a real transaction with the applicable charges, not assumed to be a free diagnostic tool.
If hours were changed, reopen only after the team has reconciled the queue and confirmed it can receive new work. Record who restored the schedule and what the customer page shows.
Give support evidence that helps
Prepare a short incident report with:
- Restaurant name and location
- Start time and time zone, plus whether the issue is ongoing
- Device model, operating system, and app version if available
- Whether the issue affects alerts, fresh order information, or both
- Networks tried and any error text
- Affected order references and what the team already did
Share only the customer information needed to investigate through the appropriate support channel. Never send sign-in codes, passwords, bank details, or identity documents.
OmNom support is available at (402) 875-9960; the support page also lists email contact details. Phone and chat AI can pass unresolved questions to the support team; no response time is promised.
Make the next shift easier
Leave a brief handoff covering the confirmed cause, any temporary workaround, outstanding customer decisions, and whether normal hours were restored. Add the useful check to opening duties: charged device, correct restaurant selected, working connection, suitable notifications, and a named person watching orders.
A recovery is complete when staff can account for affected pickup orders and reliably receive the next one. Restoring a sound is only one part of that work.