vgrubs
Frequently Asked Questions.
About vGrubs
What is vGrubs?
vGrubs is an all-in-one platform that helps restaurants grow online sales through virtual brands, direct orders, and efficient delivery management — all from one system.
Why should I use vGrubs?
With vGrubs, you can: • Increase sales through virtual brands without extra equipment. • Manage all 3rd-party orders (UberEats, DoorDash, Grubhub, etc.) in one app. • Use vDrive for on-demand deliveries and real-time tracking. • Track performance, earnings, and payouts in a single dashboard.
What are virtual restaurants with vGrubs?
Virtual restaurants are online-only brands that run from your existing kitchen, using your current staff and ingredients. Each brand reaches new customers on delivery platforms — boosting your sales without changing your core business.
Getting Started
How do I set up vGrubs?
Once your restaurant is onboarded, you’ll receive a vGrubs tablet pre-loaded with the Ordering App. The concierge team links your 3PD accounts, sets up virtual brands, and verifies your printer connection. You can start receiving orders the same day.
Does vGrubs require any hardware?
Yes — a vGrubs-configured Android tablet (typically Lenovo 8”) and one compatible printer (Rongta, Star Micronics, or Epson). Both are pre-configured before shipping and managed remotely through Esper.
What is the vGrubs Restaurant App used for?
The Restaurant App (mobile/web) is your management tool. You can: • Review daily orders and earnings, • Compare month-to-month performance, • See vDrive delivery details, • Manage team access, and • Withdraw funds directly to your bank.
Reporting & Analytics
How do I check reports and analytics?
Open the Dashboard in your Restaurant App. You’ll see: • Total sales by day, week, and month • Performance by virtual brand • Comparison graphs (month over month) • Earnings from vGrubs orders vs. others This helps you understand what’s performing best and where you’re growing.
What’s new in the dashboard update?
You can now filter by brand, time period, and delivery type. The system also highlights profit trends and best-performing brands automatically.
Concierge & Support
How does vGrubs’ Concierge Service work?
Our concierge team monitors your stores 7 days a week — helping with tablet issues, printer setup, store closures, refunds, and payouts. Contact: [email protected] | +1 (818) 600-7488
When should I contact concierge?
• Orders not printing or showing on tablet
• Restaurant appears closed on a delivery platform
• Payouts not matching expected amounts
• Duplicate driver arrivals or delivery issues
Orders & Tablets
My tablet isn’t receiving new orders — what should I do?
Make sure:
1. The app is open and in the foreground.
2. The tablet is connected to Wi-Fi and plugged in.
3. The screen hasn’t gone to sleep.
If still not working, reopen the app or contact concierge to verify connection.
How do I connect or test my printer?
Go to Settings → Printer → Search Printer → Test Print. Supported printers: Rongta, Star Micronics, Epson (LAN, Wi-Fi, or Bluetooth).
Can I use multiple printers?
Each tablet supports only one printer.
The tablet says “Store Closed” but we’re open.
That means your store was marked closed on a 3rd-party portal. Concierge can reopen it for you manually.
Payments & Withdrawals
When do I receive my payout?
Payouts are processed 48 hours after an order is completed. You can view all transactions and pending payouts in the Restaurant App.
Why is my payout smaller than expected?
Reasons include: • Order adjustments (customer canceled an item), • “Not Eligible” orders, • Applied failure fee from a previous failed withdrawal, • Standard vGrubs revenue share (bracket percentage).
What does “Not Eligible” mean?
The order didn’t meet payout criteria — usually due to partial cancellations or platform disputes.
My withdrawal failed. What should I do?
Confirm that Account Number and Confirm Account Number match exactly. Once fixed, try to withdraw the money again. A failure fee may apply.
What is Auto Withdrawal?
It allows vGrubs to transfer your earnings automatically to your connected bank, without manual withdrawal.
vDrive Deliveries
How can I track a delivery?
In Order Details, tap “Track Delivery” — you’ll see real-time driver location and ETA.
How long does driver assignment take?
Typically up to 10 minutes for ASAP orders. Scheduled deliveries are auto-assigned in advance.
Can I cancel a delivery?
Yes. • If no driver is assigned → $0.25 fee. • If driver is assigned → full delivery fee applies.
What happens if I have a negative balance?
The system automatically retries collection via your linked ACH or card.
Two drivers arrived for the same order — what should I do?
Keep one driver and report the duplicate to concierge.
Troubleshooting
Test order doesn’t appear on tablet.
Make sure your tablet is linked to the correct restaurant. Concierge can send another test remotely.
Printer isn’t working after test print.
Reset the printer and reconnect via Settings → Printer → Search Printer.
Orders on UberEats or DoorDash don’t match what I see in vGrubs.
There may be a short sync delay. Concierge can verify through 3PD dashboards and align totals.
App closed or logged out automatically.
Reopen and log back in. Do not uninstall the app — contact concierge if the problem repeats.