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FAQ

InfiKIOSK Troubleshooting

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What if the printer does not print a receipt?

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If this is a receipt containing items under a just added category, please go to your printer settings2.3 and select the new category. For any other situation, please contact Infi customer service.

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What if it always takes more time to print out the receipt?

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Please check your internet, and make sure your connection is stable. If it happens a lot, you might want to contact your internet provider to look into the strength of your connection. 1.1&2.1

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What if InfiKiosk always shows me “Internet Error”?

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Please check your internet, and make sure it is stable. 1.1

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What if it shows me “card reader is disconnected” and payment cant be processed? 

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Please restart the card reader2.3.  If it shows “USB disconnected” please check if card reader is connected with InfiKIOSK1.5 If it still does not work after you restart it, please contact our customer service team. 

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Payment cant be processed

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It might happen if the card cant be used anymore, please ask customers to switch to another card. It also happens when you have poor internet, please use the button on the “card reader” (1.3)to restart it and check your internet. 

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InfiKiosk show “printer error”

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If the InfiKIOSK is disconnected 1.5 with the printer, please check your internet. Poor internet connection causes printers to disconnect. If the InfiKIOSK is connected to the printer, and the green light on the printer is ON. Please check if you are out of Thermal print paper 1.1. Be sure to put Thermal print paper in the right direction to avoid vague printing.

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InfiPARTNER  can’t receive order

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Please check your internet connection2.1 on the  InfiPARTNER. Restart it 2.2 if it occurs when you do not have any internet issues. 

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InfiPARTNER don’t print receipt when receive order

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This problem might occur when your InfiPARTNER is disconnected to the printer. Please reconnect InfiPARTNER to the printer2.3. Please select “FIRE”2.1 on order detail for reprint the order after you reconnect the InfiPARTNER to the printer.

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InfiPARTNER shows “printer error”

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This is still caused by the connection between InfiPARTNER and printer. Please repeat the same step on the previous question

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InfiPARTNER shows “ Internet Error”

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This problem only happens when you have poor internet. Please check your internet connection2.1. 

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What if the printer is disconnected?

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Poor internet connection causes printers to disconnect, therefore please check your internet. You might want to use an ethernet cable to connect your printer instead of using WIFI if this problem happens often. 

Orders and Customers’ Refund

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What happens if my customers take wrong orders? Do you process refunds?

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Please contact customer service for wrong orders,  providing the order number and time. We will give a refund for the wrong order.

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What happens if part of the order is wrong, and customers want a partial refund?

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Please contact customer service(insert hyperlink) for the wrong order,  providing the order number, time, and actual refund amount. We will refund the exact amount to them.

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How long until my customers receive their refund for wrong orders?

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Your customers will receive their refund for wrong orders in 2 business days. 

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Can my customers pay cash?

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Yes! They can use the InfiKIOSK for ordering, and select “cash”, the receipt will show “unpaid“. Customers should bring this unpaid receipt to the front desk and pay in cash.

InfiKiosk Menus Update and Edit

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How can I edit menus?

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We offer one free menu setup and upload service, so please be aware to give all the specific needs and menu information to our customer service team. We will also offer free edits or changes on menus for no more than 10 places after the initial setup. Customers can find complete instructions 3.1 about how to edit menus 3.2 online.

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How many recommendations can I have under one category?

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Only one recommendation is allowed. You can have one recommendation per category.

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How can I change the order of items, categories, or modifiers?

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Please send your requests to marketing@infi.us and our customer service team will assist you.

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My menu is not updated after I edit.

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Please restart the application, and the menu will be updated.

Transaction and Sales Report

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When can I have my sales report?

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You will receive your daily report the next morning. You will receive your monthly report at the beginning of the next month. Please let us know if you have any special requests. You could also find your daily report on InfiCONSOLE 3.3

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When do I receive my money?

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The sales amount will automatically transfer to the bank account you provided , and it will take 2 business days for the money to be delivered. 

Prepare, shipping and installation

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What should I do after signing the contract?

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Please send the following information to marketing@infi.us : Store Address, Store Operating Hours, Customer Service Number, and Email address. Menu information(Including dish pictures and special needs)

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How long until I receive my InfiKIOSK?

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You will receive your InfiKIOSK in 11-14days ( 3-5 business days for setting up and upload menus, 1-3 business days for acceptance tests, 5 business days for shipping).

In-store installation (Customers within 200 miles of Chicago can choose this method, for an additional fee): our staff will come to your store and install the InfiKIOSK. You will receive your InfiKIOSK in 6-9 business days (3-5 business days for setting up and upload menus, 1-3 business days for acceptance tests, 2 business days for scheduling the in-store installation).

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How can I schedule an in-store installation and how much will it cost?

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In-store installation is only available for customers within 200 miles of Chicago. The installation fee is $3/mile based on distance. Customers can ask for a video/call to assist with installation, with InfiKIOSK staff assisting..

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What do I need for self-installation, how long will it take?

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Installation is really easy, as you only need a cross screwdriver. The installation will take about half an hour. The completed installation process is included in the manual, but you are still welcome to call us for any installation question.