Help with OrderPrint
Most problems are one of three things, and all three are quick to fix. Start below — and if your answer is not here, write to us and a human will reply.
Start here
Nearly every support message we get is one of these three.
“It says my sign-in failed”
Your ordinary email password will not work. You need an app password — a separate one your provider generates for a single app. This is by far the most common problem, and there is a step-by-step for Gmail below.
“Nothing is printing”
Look at the card at the top of the Orders screen. It is never green unless orders are actually printing, and it names the thing that is wrong — the sign-in, the connection, the printer or the plan. Fix what it names.
“Every order prints twice”
A second phone is running OrderPrint on the same mailbox. Every phone sees every order. Open OrderPrint on the phone you no longer use and turn its monitoring off.
Signing in to your email
Your normal email password will not work, and that is not a fault. Gmail, Outlook, Yahoo and most hosting companies no longer let an app sign in with the password you type into a website. They give you an app password instead: a separate password that works for one app only, and that you can revoke at any time without changing your real one.
Gmail, step by step
- Switch on 2-Step Verification first. Google will not offer app passwords at all until you do, and this is the step people miss. It is in your Google Account under Security.
- Create the app password. Go to myaccount.google.com/apppasswords, give it a name like “OrderPrint”, and create it.
- Copy the 16-character password Google shows you. Spaces in it do not matter.
- Paste it into OrderPrint where you would normally type your password, with your ordinary Gmail address as the email.
Google shows that password once. If you lose it, delete it and make another — you can have as many as you like.
Everyone else
Outlook and Yahoo work the same way. Both have app passwords under their account security settings, and both require two-factor authentication switched on first.
Your own domain — an address at your own website, usually through your hosting company — normally works with the ordinary mailbox password, with no app password needed at all.
A work Google account? Some Google Workspace administrators switch app passwords off for the whole organisation. If the option is missing and 2-Step Verification is definitely on, that is why — ask whoever manages your accounts, or use a different mailbox for orders.
A mailbox just for orders is worth considering. Point your shop's order emails at an address used for nothing else, and give OrderPrint that one. Your own inbox stays private, the phone by the till only ever sees orders, and revoking its access later changes nothing else.
Orders and printing
An order did not print
OrderPrint tells you rather than letting it go quiet: you get an alert naming the printer and the order, and the order stays in the list marked as not printed. Print it again with one tap from the Orders list. Nothing is thrown away.
Everything prints twice
A second phone is running OrderPrint on the same email account. Every phone sees every order and prints it, so two phones pointed at one printer means two receipts. This usually happens while moving to a new phone with the old one still monitoring. Open OrderPrint on the phone you no longer use and turn its monitoring off in Settings.
If your two phones print to different printers you will not see double receipts — but each phone counts orders against its own plan, so one can reach its limit and start showing orders as not printed while the other carries on.
I have two Bluetooth printers and only one prints
Update the app. A phone has one Bluetooth radio, and if the second printer is asked to connect the instant the first one finishes, it fails. Version 1.0.3 and later leave a short gap between them. A printer that prints perfectly on its own but not alongside another is this — not a faulty printer.
The alert vibrates but makes no sound
Update the app if you have not recently — before version 1.0.4 the sound you picked was applied to a channel the app did not actually use.
Otherwise, tap “Alert sound” in Settings. That opens Android's own screen for OrderPrint's order alerts, where you can pick any sound on the phone — and where it can also be switched off. If it is set and you still hear nothing, check the phone's NOTIFICATION volume, which is a separate slider from ring and media, and whether Do Not Disturb is on.
Which printers work?
Any thermal receipt printer that takes Bluetooth or network, in 58mm or 80mm. There is a test print during setup, so you will know within the first five minutes rather than during service. See what to check before you buy, and the printers we run ourselves.
Can I run a kitchen printer and a counter printer?
Yes, on any paid plan. Every order prints to all of them at once, and if one fails the others still print.
Can I use it for more than one shop or branch?
Yes. A phone signs into one mailbox and prints what arrives there, so several branches means one mailbox and one phone per branch.
The splitting happens in your shop rather than in the app. Shopify does it under Settings, Notifications, Staff notifications. WooCommerce Food does it per location, since each location can carry its own order email address. A plain WooCommerce shop needs a plugin for it. Once each branch’s orders land in their own mailbox, each phone only ever sees its own.
It also means one branch losing its printer or its internet changes nothing for the others.
The phone
Keep the screen on
Leave “Keep screen always on” switched on in Settings, and leave the phone plugged in. With the screen off, Android will eventually stop OrderPrint running in the background and orders will stop printing.
What happens after a power cut or a restart?
OrderPrint starts monitoring again on its own within a few minutes — you do not have to do anything, and orders that arrived while it was off are read and printed when it comes back.
The screen will stay off until someone opens the app, so a dark phone after a restart does not mean orders are being missed. Opening the app puts the display back.
The phone has been idle all night. Will it still work in the morning?
Yes. OrderPrint checks for new orders every thirty seconds, day and night, so a long quiet period changes nothing — we have tested exactly this, with fifteen idle hours followed by a morning rush, and the orders printed with no delay at all.
If your first order of the day does not print, the cause is the mailbox, the printer or the plan — not how long the phone was sitting there.
Moving to a new phone
Setting up on a new phone means adding your email account and printers again — that setup lives on the device only. Your subscription is tied to your Google account and carries over on its own.
Remember to turn monitoring off on the old phone, or both will print.
Does it need to be a new phone?
No. An old Android phone is ideal — this is a good use for the one in your drawer. It sits by the till, plugged in.
Do I need a computer running?
No. The phone does everything. It needs internet — the same Wi-Fi your printer is on is fine.
Plans, billing and privacy
What happens when I reach 100 orders on the free plan?
Printing pauses until the month resets, or until you upgrade. Orders keep arriving and are still saved and listed — you can print them the moment you have allowance again. Nothing is lost.
Why do free receipts carry an OrderPrint line?
It is how the free plan pays for itself. Any paid plan removes it.
How do I cancel?
Any time, from the Google Play Store — subscriptions are billed by Google, so they are managed there rather than in the app. You keep your plan until the end of the period you have paid for.
I paid but the app still shows the free plan
Open the app and give it a moment — it checks with Google Play on startup and re-checks periodically. If it still has not changed, close the app fully and open it again.
Your subscription follows your Google account, so make sure the phone is signed in to the same account that bought it.
Do you see my orders or my customers' details?
No. There is no OrderPrint server. Your email address, your password and your customers' orders never leave your phone — we have nowhere to send them to, so we could not read them if we wanted to. No account to create, no analytics, no adverts, no tracking.
Is my email password safe?
It is stored in Android's encrypted storage on your phone, and used for one thing: signing in to your mailbox to read new orders. It is never sent to us. An app password makes this safer still — it works only for this one app and can be revoked whenever you like, without changing your real password.
Do I need a subscription for each phone?
Yes. A plan covers one phone, so a second till or a phone at another branch needs its own subscription.
The free allowance works the same way — 100 orders a month per phone, counted on that phone.
Still stuck? Write to us
A real person reads these. To get a useful answer first time, tell us what the card at the top of the Orders screen says, which shop platform your orders come from, and whether your printer is Bluetooth or network.
Support
Or email us directly: hello@orderprint.app
Setting up on your platform
OrderPrint is an independent app and is not affiliated with, endorsed by, or connected to Google, WooCommerce, Shopify, Wix or WooCommerce Food.
Google Play and the Google Play logo are trademarks of Google LLC.