We're very sorry you've had this trouble with your order. There are some cases where an order is temporarily unable to be shown on the venue's dashboard. This can be the case if they are having internet issues or if there was a problem with the menu setup when you ordered.
With that said, if your order has been submitted successfully in the app it is still valid and paid.
In these cases your order details are emailed to the venue's listed contact email so they should be able to check this. Alternatively, if you can show the venue staff your order in the app or on the email receipt, including the date/time and products, they should be happy to prepare the order.
If the venue is unable to access your order and unaware of the correct process they may make you re-order and pay (in person, over the phone etc). Please submit a request so we can investigate and take the necessary actions. Please try to include the following info:
- Order code, date and time
- Venue name
- Description of the issue
If you are seeking a refund, please see more info on how these are processed on the Authorisations & refunds page.