Order Manager Lock-Out

This article provides troubleshooting guidance for potential errors encountered when accessing the Order Manager in both the Otter app and the Web Order Manager.

You may encounter various error types, including subscription access limitations, unpaid invoices, or permission-related errors. Each error message is outlined, along with steps for resolution, ensuring you can quickly identify and address issues.

Otter App Errors

The errors listed in this section will only be visible in the Otter app (Orders app). Review the troubleshooting details for each error below.

• 
  
  This “No Access” error message indicates you have an active subscription that does not include access to the Orders app.
  
  If your subscription includes Order Manager, please contact Otter Support for assistance. Explain to the support agent that you’re seeing a “No Access– Your current subscription does not include access to the Orders app” error message when you try to open the Orders app, and they will resolve the issue for you.

• 
  
  This “No Access” error message indicates the user does not have the required user role permissions to access the Orders app.
  
  To resolve this error, follow the instructions in the User Management article on how to view and edit user permissions within the Otter Dashboard. The user must have a role with device access permissions and access to the location for which they are trying to view orders.
  
  
  
  If the user has the correct role permissions and location access but continues to receive the error message, please contact Otter Support for assistance. Explain to the support agent that you’re seeing a “No Access– This account does not have the required permissions to access the Orders app” error message when you try to open the Orders app, and they will resolve the issue for you.

• 
  
  To resolve this issue, please contact Otter Support for assistance. Explain to the support agent that you are seeing a “Your service has been paused” error message whenever you log in to your Otter device, and they will resolve the issue for you.

• 
  
  The “Subscription payment past due” error will appear when you have been locked out due to an unpaid invoice.
  
  To resolve this issue, follow this article to pay the past due invoices: Past Due Invoices
  
  If all the invoices have been paid but you are still receiving this error, please contact Otter Support for assistance. Explain to the support agent that you are seeing a “Subscriptions payment past due” error message whenever you log in to your Otter device, and they will resolve the issue for you.

• 
  
  The “No active subscription” error will appear when you no longer have an active Otter subscription (subscription has been terminated).
  
  To reactivate the subscription, follow these steps:

  Step	Process	Image
  1	Go to the Otter Dashboard.
  2	Click on the Profile icon and select [Billing] from the dropdown options.
  3	In the left-side navigation menu, select [Subscriptions].
  4	Select [Add products] to add a new Otter subscription through the Otter Shop. If you have any questions or concerns about the previously terminated subscription, select [Submit a request] and our support staff will reach out to you.  If you do not have access to the 'Submit a request' button, please contact Otter Support via chat, phone, or SMS for assistance.

Order Manager Errors

The errors listed in this section will only be visible on Web Order Manager at https://app.tryotter.com/orders. Review the troubleshooting details for each error below.

• 
  
  The “Get Access Today” error will only be visible on Web Order Manager and has two potential root causes:

  • Unpaid invoices
  • Incorrect permissions assigned to the user accessing Order Manager

  First, check if you have any unpaid Otter subscription invoices by logging into the Otter Dashboard and following the steps to pay past due invoices.
  
  If all the invoices have been paid but you are still receiving this error, please contact Otter Support for assistance. Explain to the support agent that you are seeing a blank screen or the “Get Access Today” message whenever you log in to your Order Manager account, and they will resolve the issue for you.

• 
  
  The “Your service has been suspended” error will only appear on Web Order Manager (https://app.tryotter.com/orders) when you have been locked out due to unpaid invoices.
  
  To resolve this issue, follow this article to pay the past due invoice: Past Due Invoices
  
  If all the invoices have been paid but you are still receiving this error, please contact Otter Support for assistance. Explain to the support agent that you are seeing a “Your service has been suspended” error message whenever you log in to your Order Manager account, and they will resolve the issue for you.
• This error means the login being used doesn’t have the correct permissions to access the page. The login used for Otter Dashboard and the Otter Tablet are separate, and this error might mean that you are using the wrong login.
  
  To resolve the issue, ensure you're logged in with the correct tablet user email. 
  
  If you're already using the correct login and still encounter an error, an Otter Admin—a colleague with access to the Otter Dashboard—can reset the tablet user password through Otter Dashboard User Management.
  
  If no Otter Admin is available, or they're unable to assist, please contact our Support team for further help. 

FAQs

• Reach out to Otter Support. We will investigate the cause of the issue, address any questions you may have, and ensure that it is resolved as quickly as possible.
• After you have paid any invoices that may have been past due, it can take a few hours to regain access (while payment is processing). If you need immediate access, reach out to our Support team for help.
• After payment is submitted, it will need to fully process before access is restored. This can vary depending on the bank processing the payment. 

Updated December 24, 2025 19:57