Need help with wdpw? Reach our team here.

How do I sign in to the wdpw iPad app?

Open the app on your iPad and use the email and password your branch manager set up. The app talks to api.wdpo.appover HTTPS — if your iPad has Wi-Fi, sign-in should work in any country. If you forgot your password, ask the tenant owner (account admin) to reset it from the Settings → Staff page; we don’t expose a public reset flow yet because every account has at least one operator who can reset on the user’s behalf.

POS won’t load my menu — what should I check?

In order:

1. Confirm Wi-Fi is connected (top-right indicator on the iPad).
2. Pull down on the POS screen to refresh, or close and reopen the app.
3. If still empty: the active branch may have an empty menu. Switch to another branch from the top-right account menu, or check Menu in the sidebar to confirm products exist.
4. If categories show but products don’t: an admin may have toggled products to inactive. Settings → Menu → toggle products back on.

If none of those help, email [email protected] with your branch name and a screenshot.

Kitchen Display screen went blank — how do I recover?

The KDS auto-reconnects every 15 seconds even when the underlying socket drops. If the screen has been blank for more than a minute:

1. Tap anywhere on the KDS screen to wake the iPad.
2. Pull down on the orders area to force a refresh (the spinner indicates it’s pulling fresh data).
3. If the orders are stuck on “ready” but cashiers can’t see them as delivered, the issue is on the cashier side, not KDS — check that the POS iPad is online too.
4. Last resort: kill and reopen the app. Kitchen orders are server-stored, nothing is lost.

A customer payment failed — what do I do?

Card payments go through Paymob. When a card declines, the order stays openon the POS — you can retry the same card, switch to cash, or split the payment. The customer’s card is not charged unless the Paymob receipt screen confirms success. If a charge appears on the customer’s statement but the POS shows the order as unpaid, take a photo of the customer’s phone screen showing the charge and email [email protected] — we can reconcile with Paymob the same day.

How do I issue a refund on a paid order?

Two paths, both manager-only:

• From POS: load the paid order and tap the orange “Refund” button. You’ll be sent to the Receipts page with the refund modal pre-opened.
• From Receipts: open Receipts in the sidebar, find the order by date or amount, click the order to open the drawer, click “Refund”. Enter a reason (≥ 10 characters; required by the audit trail), choose full or partial, confirm.

Refunds are recorded in the audit log and the customer’s loyalty points (if any) reverse automatically. Provider-side card refunds (the actual money returning to the customer’s card) are processed by Paymob and can take 3-5 business days.

Who do I contact for billing or account questions?

Email [email protected] from the email address on the account. We don’t take payment details or account changes over chat — for security, billing changes are confirmed by reply from the registered owner email. For privacy or data-deletion requests, email [email protected].