Troubleshoot Toast Online Ordering Error Messages

In this Article:

• Troubleshoot a "Restaurant is Offline" Error
• Troubleshoot an Auto-Approval Paused Error
• Troubleshoot Guest Errors With Online Ordering
• Troubleshoot Items That Won't Add to Cart
• Related Articles

Troubleshoot a "Restaurant is Offline" Error

A "Restaurant is Offline" error occurs when an auto-fire device is offline or an order is stuck in pending status. Follow these steps to troubleshoot:

1. Navigate to Pending Orders Mode > Future Checks on your POS.
2. Expand the time range.
3. Locate the stuck check and fire it.
4. Once you've fired any existing pending orders, navigate to your auto-fire device.
5. Open a new check on this device and select the Online Ordering - Takeout dining option.
6. Fire the order.

If your order is still stuck in Pending Orders, contact Customer Care for further assistance.

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Troubleshoot an Auto-Approval Paused Error

An "Auto-Approval for Toast Online Ordering is Currently Paused" error occurs when an auto-fire device is offline or an order is stuck in pending status. Follow these steps to troubleshoot:

1. Start a new quick order on the auto-fire device.
2. Set the dining option to Online Ordering - Takeout.
3. Send an item to the kitchen and confirm that it sends successfully. Make sure that the item sent is listed in Orders Hub.
4. Refresh the Takeout & delivery page in Toast Web to confirm the error has been removed. This refresh may take a few minutes.

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Troubleshoot Guest Errors With Online Ordering

There may be times when your guests encounter the following types of error messages when placing an order on your Toast Online Ordering page:

• Temporary service interruption. Try refreshing the page, or contact the restaurant directly to order.
• Unable to load this item. Try refreshing the page, or contact the restaurant directly to order.
• We couldn't process your order. Please check your credit card information and re-submit.
• We couldn't process your order. Your pickup or delivery time is no longer available. Reschedule your pickup or delivery to complete your order.
• We're experiencing issues processing online orders. We apologize for the inconvenience. Please contact the restaurant directly to order.

These messages can appear because of micro outages caused by network connection issues. Please ensure affected devices have a proper network connection, including, if possible, a direct connection to the router with a verified working cable to rule out other variables. See this article for more info: Outages and Disruptions: Troubleshoot Internet or Network Connection Issues.

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Troubleshoot Items That Won't Add to Cart

Guests may see an error when they try to add an item to their cart on your Toast Online Ordering page. Common messages include:

• Cannot add to cart, please contact the restaurant to order.
• Unable to load this item. Try refreshing the page, or contact the restaurant directly to order.
• We're sorry there was an error processing your request. Please try again or contact the restaurant directly to place your order.

The fix depends on whether every item fails or only some items fail. Try adding a few items from different menus on your online ordering page to find out.

If No Items Will Add to Cart

If you recently changed your tax rates or the taxes applied to your menu, remove the taxes and add them back:

1. In Toast Web, navigate to Menus > Bulk management > Advanced properties.
2. In the Applicable Taxes column, remove the tax rates from your affected menus, menu groups, or items.
3. Select Save, then Publish.
4. In the Applicable Taxes column, add the same tax rates back.
5. Select Save, then Publish.
6. Refresh your online ordering page and add an item to the cart.

Expected outcome: Items add to the cart without an error.

Note: Items aren't taxed between the first and second publish. Make this change when you're closed or during a slow period.

For more on applying taxes, see Set Up Tax Rates and Adjust Tax Options.

If No Items Will Add to Cart After You Reapply Taxes

If items still won't add to the cart after you remove and reapply taxes, your location details may need an update. Contact Toast Customer Care and let them know that no items will add to the cart, even after you reapplied your taxes.

If Only Some Items Won't Add to Cart

When only some items fail, the most common cause is a required modifier group with no options guests can choose. The group shows on your online ordering page, but its modifier options are hidden from Toast Online Ordering. Guests can't make the required selection, so the item can't be added to the cart.

1. Write down the items that won't add to the cart.
2. In Toast Web, navigate to Menus > Bulk management > Advanced properties.
3. For each item on your list, find its required modifier groups.
4. Check the visibility of each modifier option in those groups. Make sure Toast Online Ordering is selected for every option guests should be able to choose.
   1. If a modifier option has its own modifiers (nested modifiers), check those options too. Hidden options are often nested a level or two down.
5. Select Save, then Publish all changes.
6. Refresh your online ordering page and add each item on your list to the cart.

Expected outcome: Each item adds to the cart, and guests can choose from the required modifier options.

Note: Modifier groups must also be visible to In-store orders: POS to be visible on Toast Online Ordering. See Manage Your Menu Visibility Settings.

If items still won't add to the cart after you check modifier visibility, contact Toast Customer Care.

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Related Articles

• Manage Your Menu Visibility Settings
• Configure Required Modifiers
• What happens when required modifier groups aren’t visible?
• Build Nested Modifiers (Add Modifiers to a Modifier)
• Set Up Tax Rates and Adjust Tax Options

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