Fresh KDS - Help Center

Attention -  (12/3/2018) - Version 2.4.0 is now available! Check out the Release Notes HERE.
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General

What is Fresh KDS?

Fresh KDS is a beautifully simple kitchen display system built for Square POS and Square Register.

Fresh KDS can reduce or replace the need for printed paper tickets, and help your kitchen staff keep track of ticket times, get orders out more quickly, and gamify their work.

How Hard is it to Get Started with Fresh KDS?

Getting started with Fresh KDS is easy and painless. Most restaurateurs call it a “non issue” or “a breeze”. It takes about 10-15 minutes including downloads.

Basically, you sign up, connect to Square, and watch orders start displaying in real time. For step-by-step instructions click on Getting Started > Quick Start Guide above.

How Easy Will it be for My Team to Learn the System?

Fresh KDS is incredibly intuitive and has limited interactions to make it convenient for kitchen environments (gloves, moisture, food residue). Tap a ticket to clear it from the screen. That’s it.

How Many Screens Can I Have?

Currently, Fresh KDS can support up to 10 screens per location. The base package includes up to 2 screens, and it's super simple to add additional screens at any time.

Does Fresh KDS Support Multiple Locations?

Yes! Each brand can have many locations, but each location will need a separate Fresh KDS subscription. You can upgrade or cancel a subscription for one location without affecting your other locations.

Can I use a single fresh kDS subscription across multiple locations?

No, a separate subscription is required for each location.

Is Fresh KDS Available outside of the USA?

Yes! Fresh KDS is currently available in the countries listed below, and we are continuously adding support for additional locations.

  • Australia
  • Canada
  • India
  • Mexico
  • New Zealand
  • United States

How many users can my brand have?

There is currently no limit to the number of users that can be associated with a brand.

Do You Offer Support?

Indeed we do!  In addition to detailed FAQs and troubleshooting guides, we have a Help Desk where you can submit a ticket any time. Simply select Troubleshooting & Support > Contact Support.

Is There a Free Trial?

We do not currently offer a free trial for Fresh KDS. But there are no contracts, and you can cancel at any time (but we know you will want to stick around :) )

Devices

Is there a specific type of tablet my Square POS needs to be installed on?

The current version of Fresh KDS works with Square POS for both iPad and Android, and Square Register.

Do I need to buy a special tablet to be able to use Fresh KDS?

Fresh KDS was developed for Android tablets running Android 4.2 or higher or iPads running iOS 10.0 or higher. Therefore you will need to update the device operating system if it doesn’t meet these requirements.

Which Android Devices do You Recommend and support?

For Fresh KDS to work properly, we strongly recommend Samsung or Asus tablets. Lots of customers who try with other (and often lower quality) tablets have issues with dropped tickets, wireless connectivity, and ability to connect to Square. Fresh KDS will not work with Insignia or Digiland Tablets. Also, we recommend using a 10” screen for visibility purposes.

Network

Do I need an internet connection?

Yes, for Square and Fresh KDS to communicate you need a good internal WiFi connection. 

Can I connect the tablet to A WiFi hotspot on my Square Register?

No, unfortunately Square Register is unable to communicate with devices that are connected to its own WiFi Hotspot.

Do I need a wireless router or MiFi to use Fresh KDS?

Yes, both Square POS (or Square Register) and Fresh KDS must be connected to the same WiFi network. The best option is a strong signal WiFi connection.

Note: The quality of your wireless network equipment is very important for Fresh KDS to work effectively. Cheap network setups will provide inconsistent performance, and may lead to dropped or missing tickets. We recommend a high performance, stable network setup.

Getting Started Guides

How can i cancel my account?

Although we’ll be sad to see you go, you can cancel your Fresh KDS subscription at any time from the website. You cannot cancel directly from the mobile app. To cancel, log in to your account and navigate to Settings > Locations. Find the location you wish to cancel and select Edit > Tools > Manage Fresh KDS. Select Cancel Subscription and confirm the cancellation. Your subscription will remain active through the end of your current plan cycle.

Why Can’t I Log In To The Fresh KDS App?

Make sure your tablet is connected to the Internet and that you are using credentials from an active Fresh KDS account. Try restarting the tablet, then logging in again. If the problem persists contact our support team.

How can i change my password?

If you’ve forgotten your password you can reset it using the Forgot password? link on the Fresh KDS web login page. If you are logged in to your account, you can change your password under the My Account > Change Password link. You cannot reset or change your password from the Fresh KDS mobile app, only from the website.

Why are the ticket times showing up in military time?

The ticket time displayed on the tablet comes directly from your Square POS or Square Register. Check the time settings on the device that is running your Square system.

Why aren't there any orders showing on my KDS?

1. Check that the Printer Station settings in Square show that Fresh KDS is Connected.
2. Check that the Printer Station settings in Square indicate that Order Tickets are turned on.
3. Ensure that your Square and Fresh KDS devices are on the same WiFi network.
4.  Refresh all connections by powering off/on your devices and router.

How can i change my subscription?

Log in to your account on the Fresh Tools Website. Navigate to Settings > Locations then select Edit for the location you would like to modify. At the next screen select the Tools tab at the top of the screen, and click Manage. Select Change Plan.

How Do I set up a new location?

To set up a new location log in to your account on the Fresh Tools website. Navigate to Settings > Locations then select Create Location. Enter the new location’s information, then select Create. After you create a new location you will need to set up a Fresh KDS subscription. To do this, Edit the location, select Tools > Set Up Fresh KDS and follow the prompts to pick a POS type, choose a plan and enter payment information. Finally, download the Fresh KDS mobile app and follow the Quick Start Guide steps to complete the set up.

How Do I Invite a New User?

To invite a new user log in to your account on the Fresh Tools website. Navigate to Settings > Users then select Invite User. Enter the user’s email address, name and role, then select Invite. The user will receive an email with a link to complete their account set up. To give the new user access to all the locations in your brand check the All Locations box during the Invite process. To give the user access to specific locations navigate to Settings > Locations. Find the location you wish to grant the user access to and select Users. Next, select Add User and enter the user’s email address.

What if I accidentally clear an order?

Press the "recall" button at the top of the screen and select the order you would like to recall.

Can I send an order from one KDS to another?

No, there is no communication between KDS devices.

Can I Recall an Order?

Yes. If you decide that you want to view an order again, press the recall button at the top of your screen and select the order you’d like to recall.

How to Use Roles to give users customized permissions?

Roles allow you to assign groups of users different permissions within the Fresh Tools system. The Administrator role has every permission and cannot be deleted. To add a new role navigate to Settings > Roles and select Create Role. Assign the role a name and a level in the role hierarchy. Administrator is level 1 and every other role must be a number higher than 1. A role’s level determines how users with that role can interact with other users.

After assigning a name and level select one or more permissions to assign the role, then select Create. The newly created role can now be assigned to users during the Invite User or Edit User process. Each user will be able to perform the functions allowed by their assigned role.

Why isn’t my tablet showing up under printers on my Square Register?

Confirm that your tablet is connected to the same wireless network as your Square Register. Make sure there are no firewall rules blocking the connection of the devices. Try turning off your tablet and reconnecting it to the network. Make sure your wireless router has UDP Broadcasting enabled.

Firewall rules: tcp port 9100 and 9101; udp port 22222.

Quick Start Guide

Existing User Upgrade Guide

Advanced Settings

Can i change the screen layout?

No, Fresh KDS currently functions in landscape mode only.

How can I distinguish between Different Order Modes?

Fresh KDS is configured to look for the following Square Dining Options: For Here, To Go/ToGo, Delivery, Pick Up/Pickup and Drive Thru. You can also trigger an order mode by including the phrases “for here”, “to go”, “togo”, “delivery”, “pick up” or “pickup” in the order’s name. You can customize the colors for each order mode by opening the Menu and navigating to Settings.

How Do I Change The Time It Takes An Order To Change Colors?

To change the caution and late times, open the Menu and navigate to Settings. Tap the Caution and Late Time values to change them. All times are in minutes. Any changes made to the caution and late times will only apply to that screen. The changes will not apply to other screens in the location or to the Fresh KDS analytics.

How do I change the font size on my Fresh KDS device?

To change the font size, open the Menu and navigate to Settings. Tap the Font Size value to select a different size. To return to the orders screen open the Menu and navigate to KDS Home.

How Can I Route Items To Specific KDS Screens?

Fresh KDS emulates a printer, so it will display items based on the Square POS or Square Register printer station set up. Square supports routing by category but not by item. To exclude a category from displaying on your Fresh KDS screens open the Menu in your Square POS app or on Square Register and navigate to Settings > Printers. Select the Printer Station you want to edit, deselect the categories you do not want to show on Fresh KDS and tap Save to update.

Troubleshooting

I'm an existing Fresh KDS customer. How do I switch to the new KDS?

Check out the step-by-step instructions in our Existing User Upgrade Guide.

Fresh KDS 2.0 is currently available in the following countries:
UNITED STATES, CANADA, COSTA RICA, MEXICO, INDIA, INDONESIA, AUSTRALIA and NEW ZEALAND.
            
If you are located in a country other than those listed above DO NOT cancel your existing KDS subscription.
We are working hard to add support for additional locations.
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How can i cancel my account?

Although we’ll be sad to see you go, you can cancel your Fresh KDS subscription at any time from the website. You cannot cancel directly from the mobile app. To cancel, log in to your account and navigate to Settings > Locations. Find the location you wish to cancel and select Edit > Tools > Manage Fresh KDS. Select Cancel Subscription and confirm the cancellation. Your subscription will remain active through the end of your current plan cycle.

Why Can’t I Log In To The Fresh KDS App?

Make sure your tablet is connected to the Internet and that you are using credentials from an active Fresh KDS account. Try restarting the tablet, then logging in again. If the problem persists contact our support team.

How can i change my password?

If you’ve forgotten your password you can reset it using the Forgot password? link on the Fresh KDS web login page. If you are logged in to your account, you can change your password under the My Account > Change Password link. You cannot reset or change your password from the Fresh KDS mobile app, only from the website.

Why are the ticket times showing up in military time?

The ticket time displayed on the tablet comes directly from your Square POS or Square Register. Check the time settings on the device that is running your Square system.

Why aren't there any orders showing on my KDS?

1. Check that the Printer Station settings in Square show that Fresh KDS is Connected.
2. Check that the Printer Station settings in Square indicate that Order Tickets are turned on.
3. Ensure that your Square and Fresh KDS devices are on the same WiFi network.
4.  Refresh all connections by powering off/on your devices and router.

How can i change my subscription?

Log in to your account on the Fresh Tools Website. Navigate to Settings > Locations then select Edit for the location you would like to modify. At the next screen select the Tools tab at the top of the screen, and click Manage. Select Change Plan.

How Do I set up a new location?

To set up a new location log in to your account on the Fresh Tools website. Navigate to Settings > Locations then select Create Location. Enter the new location’s information, then select Create. After you create a new location you will need to set up a Fresh KDS subscription. To do this, Edit the location, select Tools > Set Up Fresh KDS and follow the prompts to pick a POS type, choose a plan and enter payment information. Finally, download the Fresh KDS mobile app and follow the Quick Start Guide steps to complete the set up.

How Do I Invite a New User?

To invite a new user log in to your account on the Fresh Tools website. Navigate to Settings > Users then select Invite User. Enter the user’s email address, name and role, then select Invite. The user will receive an email with a link to complete their account set up. To give the new user access to all the locations in your brand check the All Locations box during the Invite process. To give the user access to specific locations navigate to Settings > Locations. Find the location you wish to grant the user access to and select Users. Next, select Add User and enter the user’s email address.

What if I accidentally clear an order?

Press the "recall" button at the top of the screen and select the order you would like to recall.

Can I send an order from one KDS to another?

No, there is no communication between KDS devices.

Can I Recall an Order?

Yes. If you decide that you want to view an order again, press the recall button at the top of your screen and select the order you’d like to recall.

How to Use Roles to give users customized permissions?

Roles allow you to assign groups of users different permissions within the Fresh Tools system. The Administrator role has every permission and cannot be deleted. To add a new role navigate to Settings > Roles and select Create Role. Assign the role a name and a level in the role hierarchy. Administrator is level 1 and every other role must be a number higher than 1. A role’s level determines how users with that role can interact with other users.

After assigning a name and level select one or more permissions to assign the role, then select Create. The newly created role can now be assigned to users during the Invite User or Edit User process. Each user will be able to perform the functions allowed by their assigned role.

Why isn’t my tablet showing up under printers on my Square Register?

Confirm that your tablet is connected to the same wireless network as your Square Register. Make sure there are no firewall rules blocking the connection of the devices. Try turning off your tablet and reconnecting it to the network. Make sure your wireless router has UDP Broadcasting enabled.

Firewall rules: tcp port 9100 and 9101; udp port 22222.

Contact Support

To contact support, please submit a support ticket using the form belowcreate a new support ticket using the form below. We promise to get back to you as soon as possible! Make sure to look through the questions in the Help Center before submitting a ticket. The answer to your question is likely already in there, and it will get your problem solved sooner!

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