Get Help: Troubleshoot Online Ordering Error Messages

In this Article:

• Online Ordering Error Messages Overview
• Online Ordering Errors That Are Not Self-Serviceable 
• Troubleshoot URL Issues Causing Online Ordering Errors
• Troubleshoot Hours Issues Causing Online Ordering Errors
• Troubleshoot Additional Online Ordering Error Messages
• Additional Resources

Online Ordering Error Messages Overview

Online Ordering error messages can be both confusing and frustrating, especially during busy service periods when there’s little time to contact Customer Care. This list of common online ordering error messages and troubleshooting steps is designed to help you quickly identify and resolve issues on your own, so you can stay focused on what matters most: running your business.

If the listed steps do not resolve your issue, you can always contact Customer Care for further assistance. 

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Online Ordering Errors That Are Not Self-Serviceable 

These error messages indicate an issue that is not self-serviceable. Please contact Customer Care at your earliest convenience for assistance: 

• We had trouble placing your order
• There was an error placing your order
• We can not complete your order at this time.

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Troubleshoot URL Issues Causing Online Ordering Errors

Online ordering errors are often due to URL issues. 

These error messages indicate a URL issue with your online ordering:

• Not accepting orders
• 404 error
• 500 error
• Can’t add this link. There is already a link with the same domain.

Try these steps first when you begin to troubleshoot any error messages you receive for your online ordering:

• Review your online ordering URL for accuracy in your
• Occasionally, changes to your online ordering URL don't properly publish which can result in an error message. 
  • Update a different field on that page with a small change, such as a space at the end of your restaurant description field, save and publish all changes. 
  • Revert the small change you made, save, and publish. 
• If it's a custom domain URL, your URL could be connected to another Toast Online Ordering brand. Disconnect it from the other brand under Branding & Customization.
• If it's a short URL, another restaurant might be already using your URL. Modify the short URL to be more specific (e.g., include part of the restaurant’s name or address).

If these steps still do not resolve your issue, please . 

Troubleshoot Hours Issues Causing Online Ordering Errors

These error messages indicate an hours issue with your online ordering:

• Not Accepting Orders
• Item cannot be added to your cart because its available pickup time does not overlap with the restaurants online ordering hours

Verify your online ordering hours by following these steps:

1. Log in to Toast Web.
2. Navigate to Takeout & Delivery > Availability.
3. Select Online Ordering to view your online ordering settings.
4. Scroll down to the Online Ordering Hours section. The displayed hours will indicate the times when online orders are accepted for takeout and delivery.

Note: The Online Ordering Hours section will show both takeout and third-party delivery hours. First-party delivery hours will be visible if first-party delivery is enabled in Toast Web.

If the problem is not resolved, try these quick troubleshooting steps next: 

• Verify if any menu items on the order are part of a time-based menu and confirm if the hours of that menu overlap with your online ordering hours. 
• Check if you have any active overrides. For more information, see .
• Review your Minimum Lead Times. For more information, see .
• Ensure scheduled orders are enabled if applicable to your restaurant.

If these steps still do not resolve your issue, please . 

Troubleshoot Additional Online Ordering Error Messages

It has been more than five minutes and the restaurant has not approved your order.

Locate the order in your Orders Hub, and manually fire the order to the kitchen. If you do not see the order you are looking for, please contact Customer Care. 

Sorry, you cannot make updates to orders from this online ordering provider. 

Orders placed via Toast Local or Local by Toast are classified as Marketplace Facilitator (MPF) orders and cannot be edited after they are placed. Toast collects and remits taxes, so edits are blocked to maintain tax accuracy. If changes to the order are necessary, the order should be voided and recreated on the POS. For more information, see .

If the issue persists, .
 

Toast Takeout is not enabled for this restaurant. 

The Toast Takeout is not enabled for this restaurant error typically occurs if the module is either not properly set up, or was accidentally disabled. To troubleshoot, review your settings for the Local by Toast app by following the steps below:

1. Log in to Toast Web and navigate to Takeout & delivery > Toast order sources > Local by Toast app.
2. Toggle on the List my restaurant on Local by Toast if it is not toggled on already.  
   
   Note: Local by Toast uses the same settings as Toast Online Ordering. To learn more, see .

Additional Resources