FAQ & troubleshooting

General

Does Sofra work for a single restaurant and for chains?

Both. Start with one branch and add more on Basic and above. An owner account can also own several separate restaurants.

How is my data kept separate from other restaurants?

Every record belongs to exactly one restaurant and is filtered by it on every request. Staff only reach the branches they have been granted. Pro Plus restaurants can run on a dedicated database.

How long does setup take?

Most restaurants are taking orders within days. The TablixAI team can help import your menu and configure branches, taxes and printers.

Access and sign-in

Staff cannot sign in

• Check the restaurant is published. Draft restaurants only open for the owner.
• Staff must sign in on the restaurant’s own address, not the owner portal.
• Check the person is active, and use Forgot password if needed.
• A staff member with no branch access cannot work in any branch; assign them from Branches → Assign Staff.

I cannot use the portal

Verify your email first. Until you do, the portal only shows your account and lets you request a new link (once per minute).

The app says X-Branch-Id is required or I have no access to this branch

Pick a branch in the branch selector. If none are listed, ask the owner to give you access to a branch.

Plans and limits

A page shows a lock or an upgrade prompt

That feature belongs to a higher plan. Check Plans & limits, then upgrade from Billing; upgrades apply immediately.

I cannot add more staff, items or tables

You have reached your plan limit. Existing records are unaffected. Upgrade, or remove unused records.

I see “subscription inactive”

Your last payment failed or your subscription ended. Update your payment method from Billing to restore gated features.

I cannot downgrade

Your usage is above the lower plan’s limits. Reduce staff, menu items or tables as indicated, then try again.

Orders and kitchen

Items are not appearing on the kitchen screen

• Items appear once sent (or when the order is confirmed). Check they were sent and are not held for a later course.
• Check you have selected the right branch and station tab.
• Check the person viewing has kitchen:view.

A discount is refused

The percentage exceeds the role’s maximum discount, or the role is allowed none. Ask a manager.

A coupon is rejected

It has expired, has no uses left, is inactive or does not exist. Codes are not case sensitive.

A table will not become available

An order is still open on it. Complete, hold or void the order first.

Stock is not being deducted

The menu item needs an active recipe, the branch needs an active warehouse, and the order must reach Ready.

Reservations

A table shows as unavailable

It may be blocked, out of service, inside a cleaning buffer, part of a merge, in a closed area or day, outside opening hours, or overlapping another booking. The message names the reason.

The online booking page says it is unavailable

Online booking needs the Pro plan and an active subscription.

A reservation disappeared as “expired”

Bookings still pending or confirmed 30 minutes after their start are expired automatically. Mark guests as arrived when they come in.

Printing

Tickets are not printing

• Confirm your plan includes automatic printing (Pro or above).
• Make sure the print rule is switched on; new rules start off.
• Press Test print on the printer.
• Run npm run check on the print agent PC and confirm it connects and probes the printer; for network printers confirm the IP and port 9100.
• Open Print Queue to see whether jobs are queued, failed or waiting for a device.
• For browser-queue printers, make sure a device has the Print Queue open and Start printing pressed.

The print agent says unauthorized

The token was rotated or revoked. Create or rotate the agent in Settings → Printers and paste the new token into config.json.