When something breaks at 9 pm: how Nexara support works

Who answers Nexara support, and how do you reach them?

Issa Al-Dalu built Nexara in Amman and handles support himself. The published contact channels are WhatsApp at +962 79 594 3016 and email at [email protected]. Use the language your shift manager is most comfortable with when explaining the problem.

Agree who at the branch will check the printer and who will track orders awaiting tickets while you wait for help. Give the person handling the support conversation access to the branch PC so they can report what is on the screen and check the printed output.

The Nexara contact details list both support channels. The Issa Al-Dalu founder profile identifies the person behind the product. Save the contact details on the shift manager's phone so they are available when the branch PC is having trouble.

What should you send when something breaks?

Start with what you can see. Nexara has a live order queue per branch and an order history with search and filters. Those are useful places to find the affected order before sending a message. A missing kitchen ticket and a missing order need different checks.

1. Identify the restaurant and affected branch. Say whether the same problem is visible at another branch.
2. Describe the symptom in plain language: the order appears but the ticket has not printed, the board will not load, or an expected provider order is missing.
3. Send the order reference if you have it, along with its source channel and the time you noticed the problem.
4. Send the exact error text or a screenshot. Crop customer phone numbers and addresses unless they are needed to identify the issue.
5. List what you have already checked or changed, such as replacing paper, checking the USB cable or reconnecting the branch internet.
6. Explain the service impact: whether orders can still be read and whether another printer is available.

Choose one person on the shift to keep the conversation updated. If another colleague changes a setting, add that change to the same thread, with the time and what happened afterward. At handover, pass the thread to the next manager so they can continue from the last check.

What happens if the kitchen printer stops?

Nexara prints on standard ESC/POS thermal printers over USB or network through the branch's Windows PC. When a printer stops, the order remains on the board and its ticket waits in a queue. You can re-route that printer's categories from the dashboard, with automatic failover available where a backup printer is configured.

Queued tickets print once when the printer is available. Manual reprinting is also available when you need another copy. Before using it, check with the kitchen whether the original ticket arrived at another printer. The printer failover guide explains the backup arrangements in more detail.

What if the branch internet goes down?

Orders wait in Nexara's cloud while the branch is offline, and the printer catches up after reconnection; the board itself needs a connection. A phone hotspot next to the printer PC is the backup described in Nexara's FAQ.

Test that fallback before a busy shift. Check that the PC can connect to the hotspot and that the printer remains reachable. With a network printer, changing the PC's connection can also change how it reaches the printer. Internet access and the local printer connection are separate checks.

In the support message, distinguish between a board that will not load and a board that loads but shows no new orders. Include whether other websites open on the same PC. That observation helps separate a branch connection problem from an order-channel problem without asking the shift manager to guess the cause.

Does support cover Talabat, Careem and the till?

Nexara is the order and operations layer beside the till. It brings Talabat and Careem orders into the branch queue alongside phone, website, app and table QR orders. Write down who handles the till, Nexara and the internet connection.

For a missing Talabat or Careem order, send the provider's order reference and whether it appears in Nexara's order history. For an activation question, partner approval is part of the process. The Talabat and Careem order intake details explain what each connection carries.

Keep your till supplier's contact and internet provider's contact beside Nexara's number. Report Nexara order-board or printing problems to Nexara, and till faults to your till supplier. If the branch loses internet access, contact the internet provider and tell Nexara how the outage has affected orders or printing.

What should you agree before the first busy shift?

Nexara includes an in-app wiki covering topics such as printer setup, printing troubleshooting and roles and permissions. Have the shift manager work through the printer checks at the branch PC. The person closing the restaurant should know where to find an order and what to do when its ticket has not appeared.

• Ask: which of our evening service hours can you cover? Record the answer and make sure the closing manager has the support contact saved.
• Identify who can change printer routing and where the backup printer will receive tickets.
• Test the phone hotspot with the actual printer PC.
• Save the branch details and printer names in a short support-message template.

Finish the branch check by finding a test order in order history and checking its printed ticket. Ask the closing manager to show where they would look if that ticket were missing. Keep the agreed fallback beside the PC so a replacement manager can follow it too.