# Troubleshoot Missing or Delayed Orders

Canonical: https://selio.io/en/support-center/troubleshoot-missing-or-delayed-orders
Language: en
Category: Kitchen Display System
Reviewed by: Selio Support Team
Last updated: 2026-05-14
Summary: Learn how to troubleshoot missing or delayed orders in Selio KDS and restore clean kitchen order flow.
Topics: #troubleshooting, #missing-orders, #delayed-orders

## Summary
Troubleshoot missing, delayed, wrong-station, duplicate, no-sound, stale-screen, or offline-device KDS symptoms from connection through prep-station routing.

## Before you begin
- Identify the exact missing or delayed order
- Confirm the order source: POS, kiosk, delivery, third-party delivery, or QR order
- Check network and device sign-in first
- Know that Selio KDS does not use separate KDS accounts; POS accounts use KDS

## Steps
1. Check the network connection.
2. Confirm the device is signed in.
3. Confirm the location and screen assignment.
4. Confirm prep-station routing.
5. Confirm POS sync and the order source.
6. Refresh the app if the screen is stale.
7. Retest with a controlled order assigned to the prep station.
8. Escalate to support if the issue is not solved after these checks.

## Troubleshooting
- **Missing order:** Check order source, POS sync, screen assignment, and prep-station routing.
- **Delayed order:** Check network quality, POS sync, and app refresh.
- **Wrong station:** Review screen assignment and prep-station routing.
- **Duplicate ticket:** Confirm the source order and routing setup before changing the KDS device.
- **No sound:** Check the KDS device and app sound setup.
- **Stale screen or offline device:** Check network, sign-in, and refresh the app.
- **Separate KDS account requested:** Do not recommend one; Selio KDS uses POS accounts.

## Related context

- [Route Orders to the Right KDS Station](https://selio.io/en/support-center/route-orders-to-the-right-kds-station)
- [Configure Prep Stations](https://selio.io/en/support-center/configure-prep-stations)
- [View New Orders](https://selio.io/en/support-center/view-new-orders)
- [Understand Order States](https://selio.io/en/support-center/understand-order-states)
- [Use HOLD, FIRED, and DONE Actions](https://selio.io/en/support-center/use-hold-fired-and-done-actions)