Overview
Setting up your Platter POS system ensures your device is fully optimized for speed, reliability, and smooth daily operations. Whether you’re installing the Platter Restaurant App or configuring payments, printers, and SMS alerts, Platter makes the onboarding process simple and efficient.
Before you begin, please ensure your device supports the Platter Restaurant Application and is connected to a secure Wi-Fi network.
Prerequisites
Before you begin, ensure the following:
Your device supports the Platter Restaurant Application
The device is connected to a secure and stable Wi-Fi network
You have valid Platter login credentials.
Google Chrome is installed and up to date (for Back Office access)
Supported hardware is available (printers, payment terminals)
Steps
Installing the Platter Restaurant App
You can connect your device to a secure Wi-Fi network.
You can just open the App Store and search for Platter Restaurant Management App.
You can just tap in and enter your Apple ID credentials if you are prompted
Once installation is complete, you are ready to link your Platter account.
Make sure Google Chrome is installed or updated on your device.
Open Chrome and visit the Platter Back Office Login page.
Sign in using your Platter credentials - your dashboard will appear.
From the sidebar menu, go to Settings > Restaurant Settings.
Under Payment Gateway Configurations, choose your payment provider:
Stripe
Moneris
You can enter the required credentials to complete setup.
Go to Printer Configuration to add your receipt printer.
Ensure the printer is on the same network.
When powered on, it prints a slip showing the IP Address and Port Number. Use these to configure it.
Under SMS Configuration, enable SMS notifications by entering:
Account SID
Auth Token
SMS Phone Number: This enables order-ready alerts and reservation confirmations.
For Customer-Facing Display (CFD), Platter provides a default wallpaper.
You can upload a custom wallpaper from this section.
Use supported hardware
Using official and supported hardware helps extend your device’s lifespan and ensures full compatibility with the Platter Restaurant app. Always charge your device with certified cables instead of third-party options, and refer to our list of supported hardware to choose compatible printers, cash drawers, and payment terminals.
Keeping Your Device Clean and Running Smoothly
Keeping your device and workspace clean helps it stay fast and responsive. Try to place the device away from the kitchen to prevent spills or grease buildup, and clean both the device and the surrounding area regularly. Always use the manufacturer's recommended cleaning materials to avoid damage.
Use the Device Only for Your Restaurant
To keep your Platter Restaurant system secure and running smoothly, your device should be dedicated to your restaurant only. Using a business-only device with its own business Apple ID helps protect your personal information and ensures you always have stable access.
Avoid installing personal apps or unnecessary software, such as streaming services or non-work applications. For better control, you can turn on Guided Access to lock the device to the Platter Restaurant app or use Apple Shortcuts to reopen the app if it closes automatically.
Disable Auto-Lock
If your device locks automatically, it can interrupt the Platter Restaurant app and cause syncing issues. To avoid this, disable auto-lock:
Open Settings
Tap Display & Brightness
Tap Auto-Lock
Select Never
Enable Automatic Software Updates
Keeping both your device and Platter Restaurant up to date helps prevent errors caused by outdated software.
Enable automatic updates for your device:
Go to Settings
Tap General
Tap Software Update
Tap Automatic Updates
Turn all options ON
If an update is already available, you can select Update Now to install it immediately.
Update Platter Restaurant manually:
Open the App Store
Tap your profile icon (top-right)
Tap Apps and search for Platter Restaurant
Tap Update if available (If it shows “Open,” your app is up to date)
Enable Location Services
Location services help keep your device’s time zone accurate and let you locate it if necessary.
To enable:
Open Settings
Tap Privacy & Security
Turn on Location Services
To fix the time zone, go to:
Settings > General > Date & Time > Set Automatically (toggle ON)
Forget Old Wi-Fi Networks
If your device remembers old Wi-Fi networks, it may automatically reconnect to them, causing connection problems. Remove older networks so your POS always uses the correct one.
Open Setting.
Tap Wi-Fi
Tap the blue “i” next to the old network.
Tap Forget This Network
Confirm by tapping Forget.
Repeat for any other unwanted networks.
Troubleshooting
App Not Opening or Crashing
If the Platter Restaurant app does not open, crashes, or closes unexpectedly:
Check that your device is running the latest supported iOS version
Open the App Store and ensure the Platter Restaurant app is up to date
Restart the device to clear temporary memory issues
If the issue persists, uninstall and reinstall the app
Confirm that the device has sufficient storage space available
Unable to Log in to Back Office
If you cannot access the Platter Back Office:
Verify that the device is connected to a stable Wi-Fi network
Ensure you are using Google Chrome, as other browsers may not be fully supported
Clear Chrome cache and cookies
Double-check your username and password
If login still fails, try accessing the Back Office from another device to rule out account issues
Payment Gateway Not Linking (Stripe / Moneris)
If the payment gateway setup fails or transactions do not process:
Recheck all API keys and credentials for accuracy
Ensure there are no extra spaces when copying credentials
Refresh the page after saving configuration changes
Confirm that your Stripe or Moneris account is active and not restricted
Log out and log back in after configuration changes to apply updates
Printer Not Printing Receipts
If receipts are not printing:
Ensure the printer is powered on and connected to the same Wi-Fi network as the POS device
Restart both the printer and the POS device
Verify the printer’s IP Address and Port Number match the values entered in Printer Configuration
Confirm the printer has paper and no hardware error lights
Check that the printer model is supported by Platter POS
SMS Alerts Not Sending
If SMS notifications (order ready, reservations) are not being delivered:
Confirm the Account SID, Auth Token, and SMS Phone Number are entered correctly.
Ensure your SMS provider account has a sufficient balance or credits.
Verify SMS configuration is enabled for the location.
Restart the device and resend a test message.
Device Keeps Locking or Sleeping
If the device locks or sleeps during operation:
Go to Settings > Display & Brightness > Auto-Lock and set it to Never.
Disable Low Power Mode.
Keep the device plugged in during extended usage.
Close unnecessary background apps that may force the system to lock.
Device Running Slow or Freezing
If the POS feels sluggish or unresponsive:
Close unused background applications
Restart the device daily to clear memory
Remove personal or non-business apps
Ensure the device is not exposed to heat, grease, or moisture
Keep at least 20% free storage space available
Incorrect Time Zone or Date
If reports show incorrect time or date:
Go to Settings > General > Date & Time
Enable Set Automatically
Turn on Location Services under Privacy & Security
Restart the device to apply changes
Device Connecting to Old Wi-Fi Networks
If the device keeps reconnecting to incorrect networks:
Go to Settings > Wi-Fi
Forget all unused or old networks
Stay within range of the primary router
Restart the router if the connection drops frequently
Customer-Facing Display (CFD) Not Showing Wallpaper
If the CFD wallpaper does not appear:
Confirm that Customer-Facing Display is enabled for the location
Re-upload the wallpaper in PNG or JPG format
Ensure the image meets supported resolution guidelines
Restart the POS app after uploading the image
Changes Not Syncing or Delayed Updates
If updates or changes do not appear immediately:
Confirm the device has an active internet connection.
Refresh the app or log out and log back in.
Restart the device if syncing appears stuck.
Avoid switching networks while the app is running.