Click and collect troubleshooting

Most click-and-collect problems are one of a handful of settings being off or incomplete. Work down the section that matches your symptom.

"Accepting online orders" won't turn on

The toggle is greyed out while the web address (slug) field is empty.

• Go to Click and collect → Settings and type a slug in the Public ordering page section. The toggle unlocks as soon as there's something in the field — you don't have to save first.
• Then switch Accepting online orders on and click Save in the bar at the top of the screen. One Save commits the address and the switch together.
• On the newer Online ordering → QR code click & collect and Collect now pages the same single Save also commits which menus show, your branding override and when guests pay — there are no separate Save buttons on those cards any more.
• The slug must be 3 to 48 characters, lowercase letters, digits and hyphens, and start and end with a letter or digit. If it's taken or reserved, you'll be asked to try another — the message appears just under the top bar.

See Set up click and collect.

"Choose a public URL slug first" when saving Advanced settings or pay mode

You should not see this any more. It used to appear when you set your web address and changed something else on the same visit — an Advanced setting, or When do guests pay? on the Online ordering pages: those cards saved separately, and they ran before your address existed.

They now save together under the one Save button at the top of the screen, so first-time setup works in a single click. If you still see this message, you're on an older page — reload the screen and try again.

This mattered most on Online ordering → Collect now, which is new: every account that turns it on starts with no address saved, so the very first visit was exactly the case that failed.

"We couldn't load your click-and-collect settings"

The Settings screen shows this in place of the form when it can't read your saved configuration. Your settings are safe — they're still in place and your public page is still running on them. The screen only stops you editing so a save can't overwrite good settings with the wrong ones.

Reload the page in a moment. If it comes back, quote the reference code shown under the message when you contact support — it tells us exactly what failed.

No pickup slots appear to customers

If customers reach your page but see no times to pick, check these in order:

1. Opening hours. Slots are only offered inside your opening hours. Set them under My business → Opening hours (these are shared with online bookings).
2. Lead time and cutoff. If Minimum lead time is large, the soonest slot is pushed far into the future. If Cutoff before close is large, late slots are removed. Together they can hide every slot for today — loosen them on the Settings screen and check the How availability is computed card to see the result.
3. Today's hours. Customers can only order for today, so if you're closed today, or today's last slot has already passed, there's nothing to pick until tomorrow. If a shift runs past midnight, customers ordering before midnight can only pick times up to midnight. Orders already booked for a later date stay in your order list as normal.

Items are missing from the collect page

An item shows on the collect page only when all of these are true:

• It's on a menu (the collect page shows your live menu).
• Its Collect availability is on for that item.
• It's not out of stock or toggled off.

So if something's missing, check it's on a menu, its collect availability is on, and it's in stock. See Item availability on the collect page.

The public page says "not available"

If customers see "Online ordering isn't available right now":

• The page is off. Turn Accepting online orders back on under Click and collect → Settings. While it's off, the public page returns a not-available message and no new orders come in (existing orders still show in your list).

• The link is wrong. Double-check the address. A click & collect page is /collect/ followed by your exact slug; a Collect now page is /collect-now/ followed by its own slug. Re-copy it from the Settings screen with the Copy button rather than typing it.

  An old Collect now link on /collect/ isn't broken — it forwards to the new address on its own. If a link forwards somewhere you didn't expect, you've most likely copied the other journey's slug.

See The collect page.

The note box isn't showing at checkout

Let guests add a note is set per journey, not once for the whole account. Click and collect, Collect now, QR ordering and the menu viewer each have their own Guest experience card, so switching it on for one leaves the others as they were. Check you turned it on for the journey you are actually looking at.

If it is on for the right journey and customers still do not see it, the box is part of the newer ordering pages — if your account is still on the older ones, none of the Guest experience settings apply. Get in touch and we will check which you are on.

The menu viewer never shows it: there is no checkout on a read-only menu.

The browser tab shows the wrong name, or no logo

The tab should read your site's name and the journey — Camden Lock: Click & Collect. If it doesn't:

• It says "Tillable portal". The page is still on the older ordering journey. The tab name and icon come with the new guest journey; ask us to switch your account over.
• It shows your merchant name instead of the venue. No site could be resolved for that page — usually a multi-site account whose collect page isn't tied to one location. Give the page its own per-location address under Click and collect → Settings and the tab will name that venue.
• It shows the wrong venue's name. Check which location that pickup page belongs to; the tab always names the site the order will be attributed to.
• The icon is the default, not your logo. The branding profile that page uses has no logo set. Add one under More → Branding — the name works either way.

See The collect page.

Orders aren't reaching the till

A collect order that's placed online but never appears on the till is almost always the mode capability:

• The till's active mode needs the Takeaway capability. Collect (takeaway) orders only surface on a till whose mode has Takeaway switched on. Check under Store settings → Modes — see Modes. With Takeaway off, the Takeaway filter chip and the orders themselves are hidden on that device, with no error.
• Check the right date and filter. On the till's Order Centre, make sure you're on today and using the Takeaway filter. The order also shows in the portal's Click and collect list for the pickup date — if it's there but not on the till, it's the capability.

For the full flow once an order does arrive, see Settle a collect order at the till.

What's next

• Set up click and collect — the settings behind all of the above.
• The collect page — what customers see.
• Settle a collect order at the till — taking payment when the customer arrives.