There are multiple causes that may result in a customer being unable to place an order via the online ordering site.
Potential causes for this issue include:
Shop opening hours being set to close or the ordering time is outside the opening hours
The shop has their 'Accepting order' switch set to not accepting orders
The customers card details are incorrect or insufficient funds
The shops account is no longer verified by Stripe whom handle all payments through host
The pickup and ordering settings within the stores Dashboard are not configured correctly
For venues, here are the first settings to check via the host Dashboard:
Check the shop hours are correct for the day you are operating
Check within Ordering Settings that the display time is selected to display
Check the Order type is set to Takeaway as default
Within the Pickup settings, check the display time is enabled for the Embed store (your online order store).
Within the Verification & Bank details, check your account is still verified.
Here are the settings to check at the iPad device on the host merchant app:
Check the 'Accepting order' switch is turned on
Check within Settings the preparation time is set above 1min
Check your account is correctly logged in and a shop is selected in the top left menu.
If any of these settings are not as expected or the customers still cannot order from your online site after these settings have been checked, contact your host account manager.