What your customers see
When live order tracking is on, customers who order through your app can follow their order without opening the app.
- iPhone: a tracker on the lock screen and in the Dynamic Island at the top of the screen. It shows what is happening now (for example "Sam is on the way"), the arrival time and a four-step progress bar.
- Android: one notification that stays at the top of the notification shade and updates as the order moves along.
Both update by themselves as your staff move the order through the kitchen and out for delivery. When the order is delivered or collected, the tracker shows a final message and then clears itself. A cancelled order clears too.
The four steps are:
- Placed: the order is in and confirmed.
- Preparing: the kitchen is making it.
- On its way (delivery) or Ready (collection).
- Delivered or Collected.
The Track Order screen in the app shows the same steps and wording, with a map for delivery orders and the driver's name and a Call button once a driver is assigned.
Turning it on
There is nothing to set up. Live order tracking is on for every restaurant using our app, for every order placed in the app. Orders taken on the till, kiosk or website are not tracked this way.
Note: Your customers need the latest version of your app. iPhones need iOS 16.1 or later, and customers can turn the lock-screen tracker off for your app in their iPhone's Settings.
Troubleshooting
A customer doesn't see the tracker on their iPhone. Check they have updated your app, that their iPhone runs iOS 16.1 or later, and that Live Activities is allowed for your app in Settings. The tracker appears once they open the order's Track Order screen.
A customer doesn't see the notification on Android. Check that notifications are allowed for your app in the phone's settings.
The arrival time looks wrong. The arrival time comes from the order's due time, or the time your staff set on the till. Updating the time on the till updates the tracker.
For order status push notifications, see Enable automated Push Notifications for orders.