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Most issues come down to filters, dates, or sync. Here’s how to sort the common ones.
  1. Check the date. The board focuses on one day at a time. Switch to the order’s date, or turn on all unfulfilled to see everything outstanding.
  2. Clear your filters. An active product-type, collection, or station filter hides everything else. Tap Clear all on the filter chips.
  3. Give sync a moment. Brand-new orders appear within seconds; if you just installed, the first sync may still be running.
The board updates itself over a live connection. If it seems stuck:
  1. Check the screen’s internet connection.
  2. Refresh the page once to reconnect.
  3. On an always-on display, make sure the device isn’t asleep or throttling background tabs.
Station routing follows a set order. Check, in this order:
  1. A product override pinning it elsewhere (overrides beat everything).
  2. Your grouping — whether the product’s type or collection is mapped to the right station. See Set up prep stations.
New items sync automatically, but if something looks out of date you can run a manual re-sync from the Store data screen in the Shopify app. See Data sync.
Team members sign in at your board’s address (yourstore.dash-prep.com), not through Shopify. If they’re locked out, they can reset their password from the sign-in screen. Confirm their account exists in Team.
Each plan includes a monthly order allowance. If you’re consistently near it, upgrade your plan for more headroom.
Make sure you’re entering the current pairing code shown on the screen (codes are short-lived — refresh the pairing page for a new one), and that you haven’t reached your plan’s screen limit. See Wall displays.
Still stuck? Email us with your store name and what you’re seeing, and we’ll help.