Support

Get help

Email support@adaptix.ca with a short description of what's happening, the time it happened, and which app you're using (Order Manager or Driver Companion). A screenshot speeds things up considerably.

We aim to respond within one business day. For anything urgent that's blocking active orders, please also contact your restaurant manager so they can decide whether to switch to a manual workflow while we investigate.

Order Manager (iPad)

The iPad isn't receiving new orders.

Check that the iPad is online (open Safari and load any web page). If it's offline, reconnect it to the restaurant's Wi-Fi. If it's online but still not receiving orders, close the app (swipe up and away) and reopen it. New orders that came in while you were offline will appear once the app reconnects.

The receipt printer isn't printing.

Confirm the printer is powered on, has paper loaded, and is connected to the same Wi-Fi network as the iPad. Test the printer's self-test (hold the FEED button while powering on) to confirm it's working. If the printer prints a self-test but not from the app, open Settings inside Order Manager and re-run the printer connection wizard.

An order is stuck and won't move to the next state.

Pull down on the order list to refresh. If the order is still stuck, take a screenshot of the order detail screen and email it to support along with the order number.

Staff can't sign in.

Confirm the username is correct (case-sensitive). If the password was recently reset by the owner in the dashboard, the new password must be used. If sign-in still fails, contact your owner or manager to verify the account is active.

Driver Companion (iPhone)

I'm not getting assigned orders.

Make sure you're signed in and that your status is set to On Duty (not Off Duty or On Break). If you're On Duty and your phone has signal but you're not seeing assignments, close the app and reopen it to refresh.

Location tracking isn't working.

Open the iPhone Settings app, find Driver Companion, and confirm Location is set to “Always” and Precise Location is on. Background location is required so the app can update your position to the restaurant and the customer while you're on a delivery.

I can't sign in.

Confirm your phone number is entered correctly with the country code, then enter the 4-digit PIN your manager set up for you. If the PIN was changed, the new one must be used. Contact your restaurant manager if you've forgotten it.

The app drained my battery.

Continuous GPS does use more battery than normal. We recommend keeping the phone on a charger or in a car mount while on shift. If battery use seems out of line with your shift length, email support so we can investigate.

Privacy

See the privacy policy for details on what data the apps collect and how we handle it.

Customer order questions

If you're a customer trying to check on a food order, please contact the restaurant directly using the phone number on the order confirmation. Adaptix is the technology platform; the restaurant handles its own orders and deliveries.