What counts as urgent

Urgent means customers cannot order right now. Flagging a request as urgent pages the team outside business hours, so please use it only when one of these is true:

• Your ordering website or app is down or will not load.
• Customers cannot complete checkout, or payments are failing for everyone.
• Orders are being placed but not reaching your store.
• Customers are seeing another brand's content or data.

Not urgent

These matter, and we will get to them during business hours, but they do not stop customers from ordering:

• A single customer's order went wrong (use A customer order went wrong instead).
• A menu item, price, or photo is wrong.
• A page looks off on one device.
• You want a change made to content, hours, or settings.

How to flag it

Choose URGENT: site or app is down, or checkout is broken when you submit the request. Tell us which surface is affected (website, iOS, Android) and roughly when it started. If you can, include a screenshot of what customers are seeing.

Before you submit, it helps to check one thing: is your Olo dashboard reporting any outage or disabled store? If Olo is down, ordering stops everywhere, not just on Veya, and we will work with Olo on your behalf.