My tablet is not working
If your Bamboo tablet is not behaving as expected, work through these steps in order. Most issues can be resolved quickly without needing a replacement device.
Step 1 - Restart the App
Close the Bamboo app completely and reopen it. Many issues - freezing, loading errors, orders not displaying - are resolved by a simple app restart.
Step 2 - Check Your Internet Connection
The Bamboo app requires an active internet connection to receive orders. Check that your tablet is connected to WiFi. If your restaurant's WiFi is down, the app will not receive orders until connectivity is restored.
Step 3 - Restart the Tablet
If the app restart did not resolve the issue, restart the tablet completely. Hold the power button and select Restart (not Power Off). Once the tablet powers back on, open the Bamboo app and log back in.
Step 4 - Check for App Updates
The Bamboo app is managed remotely by our team - updates are pushed automatically. If you are experiencing an issue following a recent update, contact us and we will investigate on our end.
⚠️ Do not factory reset your tablet. Your tablet is remotely managed by Bamboo. A factory reset will remove all configurations and apps and require our team to fully reconfigure your device, which may take several business days. Always contact us before attempting a reset. |
Step 5 - Contact Our Team
If none of the above steps resolve the issue, contact our support team via the support chat or at [email protected]. When you reach out, please include:
A description of what is happening and what you have already tried
Whether the issue affects all functions of the app or just specific ones
Whether the issue started suddenly or has been building over time
Screenshots, if possible, of the issue
My tablet is not receiving orders
If orders are not coming through to your tablet, work through these steps:
Check your internet connection - open another app on your tablet to confirm the internet is working.
Check your Provider status - tap ☰ → Providers and review the status of each brand on each platform. Status options: Online (normal), Paused (tap Resume), Closed (outside business hours), Disabled or Invalid Credentials (contact team).
Check your business hours - tap Business Hours and confirm your hours are correct for today.
Restart the app - close and reopen. This often resolves temporary connectivity issues.
Check order notifications - confirm the tablet volume is up and notifications are enabled in Settings.
⚠️ If orders are not coming in and all of the above looks correct, contact our team immediately via the support chat or at [email protected]. There may be a platform-level issue that our team needs to investigate. Include your location name and which brands are affected. |
When to contact the team
Contact our support team if: the app is frozen and restart does not help; the tablet will not turn on after charging; the screen is cracked or physically damaged; orders suddenly stopped completely; you see orders in a delivery platform app but not in the Bamboo app (do not manage orders directly in platform apps - contact us immediately).