Troubleshooting & Escalation
This playbook covers the most common issues restaurant and regional teams encounter on the Atlas Platform, and the correct escalation path when self-service doesn't resolve the problem.
Common Issues & Fixes
Restaurant not appearing in the customer app
| Check | How |
|---|---|
| Is the restaurant set to Live? | Byte Portal → Profile → Status |
| Are all channels disabled? | Channel Settings — at least one must be active |
| Were GPS coordinates set correctly? | Profile → Location — confirm pin placement |
If all checks pass and the restaurant is still not visible after 30 minutes, escalate to your BMU.
Customer cannot complete checkout
Most common causes:
- The selected item has been deactivated since the customer added it to cart
- A promo code has expired or reached its usage limit
- The delivery address is outside the restaurant's delivery radius
Franchisee action: Check Menu → Items for any recently deactivated items. Check Channel Settings → Delivery Radius if delivery orders are failing.
Menu item showing incorrect price
- Check Menu → Items → [Item] → Pricing to confirm the price in Byte Portal
- If the Byte Portal price is correct but the app shows differently, wait 15 minutes for cache refresh
- If the issue persists after 15 minutes, raise a ticket via the JIRA Service Desk
Franchisee locked out of Byte Portal
- Go to the login page and use Forgot Password — this sends a reset link to their registered email
- If the email is not received within 5 minutes, check spam folders
- If the account has been deactivated, a Regional Admin must reinstate it under Settings → Users
Orders not coming through on delivery
- Confirm the Delivery channel is enabled in Channel Settings
- Check that operating hours include the current time for the Delivery channel
- Confirm the Temporarily Closed toggle is off
- If integrated with an aggregator (Uber Eats / DoorDash), check the aggregator platform directly — the issue may be on their side
Escalation Path
Use this path when self-service does not resolve the issue:
Franchisee
↓ (cannot resolve in 15 mins)
Regional / BMU Admin
↓ (cannot resolve in 30 mins)
Atlas Platform Support (JIRA Service Desk)
↓ (P1 / production down)
Yum! Brands Tech — Emergency Line
Severity Levels
| Level | Definition | Target Response |
|---|---|---|
| P1 | Restaurant fully unable to take orders | 30 minutes |
| P2 | One channel down, others working | 2 hours |
| P3 | Single feature issue, workaround available | Next business day |
| P4 | Question or configuration request | 3 business days |
JIRA Service Desk
Raise tickets at: support.atlas.yum.com
Include in every ticket:
- Restaurant ID
- Market
- Issue description
- Steps already taken
- Screenshot or screen recording if possible
tip
P1 issues can also be raised via the emergency Slack channel — #atlas-p1-support. Tag @atlas-oncall to page the on-call engineer directly.