Dojo Outage History

We are currently experiencing technical issues impacting our inbound customer support phone lines. During this time, callers will hear an automated system message, and phone calls will not be able to connect to our support team. Our engineering team is investigating the issue to restore full phone service as quickly as possible. In the meantime, our team is standing by to help you via email. If you need assistance, please submit your request to [email protected], and we will respond as soon as possible. We apologise for any inconvenience this may cause and appreciate your patience while we work on a resolution.

We are currently investigating reports of payment transaction failures affecting merchants in Spain and Italy using Dojo Go and Dojo Pocket terminals.

We have identified the issue affecting Dojo Duo and Dojo Pocket devices. Our teams are actively deploying a fix to restore full payment processing as quickly as possible.

Work to deploy the fix is currently ongoing to restore full payment processing on all affected devices as quickly as possible. If your business has Dojo Go devices available, please continue to use them as a temporary alternative.

We are aware of an issue with Mastercard that is causing some payments to fail at checkout. This is due to a service disruption on Mastercard’s side. Payments made with other card providers, such as Visa and AMEX are working normally. Our teams are actively monitoring the situation as Mastercard works to resolve the issue, and we will update this page as soon as services are fully restored.

An external Faster Payments issue is currently causing processing delays and timeouts for transfers to select UK banks. Payments are continuing to process, but at a reduced speed. Our teams are monitoring the situation, and we will share an update once processing times return to normal.

We are aware of a network issue with Mastercard that is causing some online payments to fail at checkout. This is due to a service disruption on Mastercard’s side. Payments made with other card networks (such as Visa) and digital wallets (like Apple Pay or Google Pay) are working normally. Our teams are actively monitoring the situation as Mastercard works to resolve the issue, and we will update this page as soon as services are fully restored.

We are experiencing an intermittent issue where some inbound calls are getting stuck in our hold queue. If you do not get through quickly, hanging up and redialing may allow your call to connect successfully. Our team is actively working on a permanent fix.

We are currently experiencing issues with the Sidekick Web application on desktop and mobile browsers. However, the Sidekick Mobile App is fully functional. If you have the app installed, please use it to log in and access your services as normal while we work on a fix for the web version.

We are currently investigating an issue affecting ‘Reserve with Google’. Anyone looking for your restaurant via Google may currently be unable to view real-time availability or complete a booking using the “Reserve a table” button. This issue is strictly isolated to bookings coming directly from Google. Reservations can still be made directly through your restaurant’s own website, and those bookings will appear in your Parties List and Planner as normal.

We are investigating an issue causing inbound calls to our UK support line to drop automatically. All other international phone lines remain fully functional. If you need immediate assistance in the UK, please utilise our web chat. Thank you for your patience.

We recently experienced a data sync issue between 14:20 and 14:50 that affected how some transactions show up in your reporting platforms. While these payments were processed normally and your customers weren’t affected, you might notice a gap in your transaction history on the Dojo app, Sidekick, or your device. Our team has already implemented a fix, and we’re working on restoring the missing data now. Everything will appear correctly very soon - thanks for your patience while we get things back up to speed.

Some merchants are experiencing a temporary delay in settlement payments resulting from an issue with one of our banking partners. Our teams are in close contact with the provider and are closely monitoring the situation. We will provide further updates as soon as more information becomes available.

We are currently investigating an issue affecting a subset of payment terminals using mobile (SIM) connectivity. Some terminals may experience transaction declines when attempting to make a sale. If your terminal is affected, connecting it to a WiFi network should resolve the issue. Guidance on setting this up can be found in our Help Centre We are working with our mobile connectivity provider, and will provide an update as soon as more information is available.

We are currently aware of a potential issue affecting some SMS messaging for Dojo restaurants. Some guests are unable to receive or send SMS messages, which means: Automated SMS notifications from RMS to guests (such as queue position updates) are not being delivered. Guests are unable to reply to restaurants via SMS. This issue is under investigation. Affected restaurants may experience increased guest enquiries or need to manage queues manually while the issue is ongoing. We will provide further updates as more information becomes available. Thank you for your patience, and we apologise for any inconvenience this may cause.

We are currently experiencing an issue affecting access to the RMS booking system. Some customers may find that RMS pages fail to load or return intermittent errors. This disruption is caused by an incident involving one of our third-party network providers. Customers may occasionally succeed by refreshing the page multiple times. Our teams are monitoring the situation closely and will provide updates as soon as the network provider has implemented a fix. We apologise for the inconvenience and appreciate your patience.