Troubleshooting

Something not working as expected? This troubleshooting guide covers the most common issues with Belanzy and how to fix them quickly.

If you still need help after trying these steps, reach out to support with as much detail as possible (screenshots, device, browser, etc.).

If guests can’t scan your QR codes, try the following:

• Check that the camera can focus and the QR is not damaged.
• Make sure the printed QR is large enough and high contrast.
• Open the QR link on your own phone to confirm it loads.
• Verify that the location is still active and not archived in Belanzy.

If a menu item doesn’t appear in the customer view:

• Check that the item is active, not disabled.
• Confirm it is assigned to a visible category.
• Make sure there are no filters hiding it in the view.
• If using time-based availability, verify the current time fits the schedule.

If payments fail or Stripe doesn’t seem connected:

• Check in Belanzy if Stripe shows as “connected”.
• Verify the account status inside your Stripe dashboard.
• Ensure the card details used for testing are valid.
• Look at any error messages shown to the guest and provide them to support if needed.

If Belanzy or the QR menu feels slow or fails to load:

• Check your internet connection on the device.
• Try another browser (Chrome, Safari, etc.).
• Open Belanzy on a different device to compare.
• Check if there is any maintenance or status alert on your status page if you have one.

If you can’t solve the issue yourself, we’re here to help.

When you contact support, it’s very helpful if you include:

• A short description of the issue.
• What you expected to happen vs what happened.
• Screenshots or screen recordings, if possible.
• Your browser and device type.

This helps us resolve your issue faster and with fewer back-and-forth messages.