Credit: Aditya Vyas on UnsplashIt’s the kind of situation that makes guests stop mid-stride and double-check their phones.
Universal Orlando isn’t exactly a stranger to change—new attractions pop up, seasonal events shift formats, and park policies get the occasional overhaul. But sometimes, the changes don’t seem to play nicely together. Every so often, you get one of those moments where guests are left staring at each other, wondering if they missed an announcement or if the park is just making it up as they go.
That’s exactly what’s happening now. It’s not a massive ride closure or a new land announcement. It’s subtler, but it’s playing out in real time for guests and creating plenty of confusion. The twist? Universal appears to be telling guests to do something… while also quietly taking that option away in at least one location.
The Mixed Messages in Action
Across its official channels, Universal Orlando has been continuing to push the convenience of mobile ordering. From the app to the website, it’s pitched as a time-saving perk—browse menus, order ahead, skip the line, and enjoy your meal without the wait. It’s a feature the resort has hyped up for years, especially during peak seasons when lines can stretch out the door.
But walk into Richter’s Burger Co. at Universal Studios Florida right now, and that promise disappears. As of this week, mobile ordering at the location has been turned off entirely. You won’t find a table number in the app, and you won’t be able to check out digitally. Instead, it’s back to the old-fashioned method—stand in line, order at the counter, and wait for your tray.
Richter’s Burger Co. at Universal Studios Florida Ends Mobile Orderhttps://t.co/qTauZ6o6zg
— Universal Parks News Today (@UniNewsToday) August 12, 2025
What Guests Are Saying
The confusion isn’t just from the sudden change—it’s also the lack of communication. Guests report that team members on site aren’t sure why the mobile ordering option was removed, and the app at the time of this writing still lists Richter’s as participating. That means some guests plan their day expecting to use the feature, only to find out on arrival that it’s gone.
For many, that wouldn’t be such a big deal if Universal wasn’t simultaneously advertising mobile ordering as a key benefit for dining at the parks. Seeing “skip the line” banners in the app while you’re standing in a 20-minute queue for a burger is… well, a little frustrating.
Why the Change Might Have Happened
Universal hasn’t officially explained the move, so for now, it’s a guessing game. Theories range from technical issues to staffing adjustments to a temporary test of operations without mobile orders. In the past, some locations have paused the service during especially busy periods or when kitchen capacity is maxed out—but those were usually short-lived situations.
Of course, it’s entirely possible that this is just a misalignment between marketing and operations—a simple case of the app not being updated fast enough. But until Universal addresses it, guests will be left wondering whether other restaurants might follow suit.
If you’re heading to Universal Studios Florida and planning to eat at Richter’s, be prepared to order the traditional way. The rest of the park’s mobile ordering spots appear to be operating normally, but it’s worth double-checking your app before banking on the feature.
In the meantime, the contradiction between Universal’s push for mobile ordering and its quiet removal at one restaurant shows how even small policy changes can ripple through a guest’s day. Sometimes, it’s not the big announcements that trip people up—it’s the little things that don’t match up.