The canteen kiosk runs Welcome Food on a terminal device. If the screen freezes or responds slowly, you can often resolve it yourself without Welcome intervention.
Check the internet connection
The kiosk relies on the internet to validate QR codes and deduct balances.
An unstable connection can cause the app to freeze
Check that the network cable is connected, or that the Wi-Fi signal in the canteen is stable
If other devices in the room also have no internet, the issue is likely with the network — contact the building's IT administrator
Soft restart the kiosk
Hold the power button for 3–5 seconds and select "Restart". The kiosk will reload the app after startup. Wait 1–2 minutes until the screen is ready again.
Hard restart
If the screen does not respond to the power button, hold it for 10–15 seconds until the device turns off. Then press the button again to turn it back on.
Check which screen is frozen
Note which screen the kiosk is stuck on:
Balance screen frozen — may be caused by an issue retrieving the balance from the server. A restart usually resolves this
Scanner screen frozen — may be caused by the QR scanner (Sunmi) losing connection to the kiosk. Check that the scanner cable is properly connected, then restart
Receipt screen frozen — may be caused by network issues after a transaction. Restart the kiosk
Reoccurring issues with the terminal device
If the kiosk freezes repeatedly throughout the day, it is likely a persistent issue requiring remote diagnosis. Contact Welcome Support as soon as possible with the following information:
Which canteen / building is affected
Which screen the kiosk is stuck on
The time it occurred
Whether the issue occurs after specific events (e.g. after many transactions in a row)
Welcome can then investigate the device via EloView and remotely restart it or roll out an update if needed.
Important: Do not perform a factory reset on the device without first agreeing this with Welcome. A reset will delete the kiosk configuration and requires the Welcome team to set it up again.
Do you need help?
Chat with us via the AI chatbot at the bottom right of the screen, or send an email to support@welcomeworkdays.com.