Guests are not getting the order ready text

Check the text is switched on, your Square KDS is set up to send updates, and whether the message was delivered.

1 min read · Updated 21 October 2026

In short: usually Text guests when their order is ready is off, or your KDS has no Expeditor station with automatic order updates. Otherwise see below.

1Most likelyNobody gets the text
2One guest did not get it

The next ticket shows on SMS

check in this order

The text goes when the kitchen marks the ticket done on the KDS.

Nobody gets the text

Choose your venue

Square POS

Ordering

Modifiers

Tables and QR

Place cards

Bookings

where to find it

Go to Ordering › Tables and QR, then choose your venue.
Under How long this venue takes, check Text guests when their order is ready is on.
Check the KDS has an Expeditor station with automatic order updates on. Without it, nobody gets a text.
Check the kitchen marks each ticket done.

One guest did not get it

Go to Ordering › SMS. It shows the last 7 days.
Filter to Failed or Awaiting confirmation.
Or open the order in Orders and check Texts.

Check it worked

The next done ticket shows on SMS. Awaiting confirmation can last about 15 minutes before Delivered.

If that does not fix it

Email support at agent@stampede.ai with:

The venue and order reference.
When the ticket was marked done.
A screenshot of Texts.

Good to know

No texts sent for this order. is normal when the guest collected without a text.
Carrier error means the phone network did not deliver it.

Guests are not getting the order ready text

The table QR code opens the wrong menu, or nothing

A table order has not reached Square or the kitchen

An item is showing that should be hidden or sold out

Set up order at table and QR codes

Still stuck, or have account-specific questions?