Customers say they can't order online
A checklist that finds the cause in under two minutes, in the order it's most likely to be.
Work down this list from the top. It is arranged in order of how often each one turns out to be the real cause, so the first two steps solve most of these calls.
1. Is ordering paused?
Open Home and look at the channel cards. If one of them says Paused until further notice, somebody paused it during a rush and never switched it back on, which is by far the most common explanation. Tap Resume and try again.
2. Are you inside your ordering hours?
Your Takeaway hours and Delivery hours are kept separately from your business hours, and it is the ordering hours that decide whether a customer can check out. If they end at 21:00, ordering stops at 21:00 even though the restaurant itself is open until midnight and you are standing there ready to cook.
Check under Settings → your location → Opening Hours, switching between the four sets of hours at the top of the page.
3. Is online ordering switched on at all?
Settings → your location → General → Online Ordering is the master switch, and nothing works while it is off. Then, under Orders, check that Allow Collection Orders and Allow Delivery Orders are switched on for whichever type the customer is trying to use, because it is quite possible for one to be on and the other off.
4. Delivery only — do you have a delivery area?
If you have no delivery zones set up, nobody can place a delivery order at all, because Dinerly has no way of knowing where you are willing to deliver. The Home page warns you about this with No delivery zones set up yet.
If your zones do exist, check that the customer’s address actually falls inside one of them, and that their order reaches that zone’s Minimum Order Value. A customer who is two pounds under the minimum is shown a message explaining it rather than a checkout button, and they will often describe that to you as the site being broken.
5. One dish only — is it off that menu?
If everything works except the chicken, then the system is fine and the problem is with that one dish. Open the item and look at its Availability, where it may have been marked off the menu for delivery, or marked out of stock and never switched back.
See Sell different things on each channel and Mark an item as out of stock.
6. Is today a holiday?
Open the Holidays page and look at today’s date. A closure somebody added months ago and then forgot about will close online ordering as well as bookings, and there is nothing on the ordering page itself to remind you it exists.
Still stuck?
Open your own ordering page on your phone and try to place the order exactly as the customer would, with the same items and the same address. Whatever stops you is what is stopping them, and the message on the screen almost always names the reason. Send us that message and we can pick it up from there without having to guess.
Last updated 20 September 2026