My restaurant isn’t receiving third-party orders

In this Article:

• Before You Begin
• Overview Steps: Quickest Fix
• Quick Fix
• Step 1: Check the Orders Hub on Your POS Device
• Step 2: Orders Aren't Visible in the Orders Hub
  • If You've Received Orders From This Partner Before
  • If You've Never Received Orders From This Partner
• Step 3: Orders Are Visible in the Orders Hub but Not Reaching the Kitchen
• Before You Contact Customer Care
• Frequently Asked Questions
• Related Articles

Before You Begin

Applies to: Toast Web, Toast POS, DoorDash, Grubhub, Uber Eats

Permissions needed:

• Third-Party Ordering management permission in Toast Web
• Menu management permission (to verify channel visibility)
• Restaurant Admin access (for Toast Now and integration status)

What you'll accomplish: Identify whether orders are blocked at the partner side, the Toast side, or the POS device, and apply the right fix in under 15 minutes for the most common causes.

Overview Steps: Quickest Fix

For most cases, this three-step path resolves the issue:

1. Open the Orders Hub on your Toast POS device and confirm whether any third-party orders are visible.
2. In Toast Web, navigate to Takeout & delivery > Third-party ordering and confirm the channel is set to All on, not All off or snoozed.
3. Place a test order through the partner app to confirm orders flow through.

If the test order doesn't arrive, continue to the Quick Fix table to match your symptom to a cause.

Quick Fix

Step 1: Check the Orders Hub on Your POS Device

Start at the POS device that should be receiving the orders. The Orders Hub tells you whether orders are reaching Toast at all — that single check decides which branch to follow next.

1. Enter your POS access code on your Toast POS device.
2. Select the back arrow in the upper-left corner of the screen.
3. Under Mode, select Orders Hub and look for orders from the third-party partner that aren't working.
4. Make sure your dining options are visible: select the filter, scroll down, and select all filtered-out options.

Expected outcome: You can confirm whether the missing orders are present in the Orders Hub or not.

• If no orders are visible in the Orders Hub, continue to Step 2: Orders Aren't Visible in the Orders Hub.
• If the orders are visible in the Orders Hub but not reaching the kitchen, continue to Step 3: Orders Are Visible in the Orders Hub but Not Reaching the Kitchen.

Step 2: Orders Aren't Visible in the Orders Hub

If no third-party orders are visible in the Orders Hub, the issue is upstream of the POS — either at Toast Web (channel disabled, menu out of sync, mapping incomplete) or at the partner (account linking, onboarding incomplete).

The next check depends on whether you've ever received an order from this partner:

• If you've received orders from this partner before, continue to If You've Received Orders From This Partner Before.
• If you've never received an order from this partner, continue to If You've Never Received Orders From This Partner.

If You've Received Orders From This Partner Before

Work through the causes below in order. After each step, place a test order through the partner app to confirm whether the issue is resolved before moving to the next step.

1. Third-Party Ordering Is Turned Off or Snoozed

This is the most common cause. The channel can be paused individually or in bulk, and a snoozed channel won't deliver orders to the POS until it's reactivated.

1. In Toast Web, navigate to Takeout & delivery > Third-party ordering.
2. Confirm the channel is set to All on. If it's set to All off, your orders are paused.
3. Set it to All on. Refresh the page to confirm the status change.
4. If you're using Toast Now, close the app, wait about five minutes, and re-open the app.

Expected outcome: The channel reactivates immediately, and the partner site shows your restaurant as accepting orders again.

For more on snooze and on/off controls, see "Manage Third-Party Availability With Snooze and On/Off Functions."

2. Menu Channel Visibility Is Misconfigured

If the menu isn't marked visible to online-ordering partners, the partner site has nothing to display and orders won't sync.

1. In Toast Web, select Menus > Menu management > Menu manager.
2. Select the menu you want to make available to the partner.
3. Select the overflow menu (the ⋮ icon) to the right of the menu's name and choose Edit.
4. In the Channel visibility section, select Online ordering partners.
5. Select Save.
6. Test the sync by toggling an item's show/hide status off, selecting Save and Publish all changes, then refreshing the partner site.

Expected outcome: The sync completes within five to ten minutes and your test item disappears from the partner site.

For more, see "Adjusting Menu Visibility for a Third-Party Online Ordering Channel."

3. The Menu Uses an Incompatible Feature or Pricing Structure

Some menu and pricing settings — like time-specific pricing, pre-modifiers, subgroups, prompt-for-quantity, Pizza Menu Management, and time-restricted menus — can't sync to third-party partners and will silently fail.

1. Open "Menu Features That Will Cause Syncing Issues for DoorDash, Grubhub, Deliveroo, Skip and Uber Eats" and identify whether your menu uses any of the listed incompatible features.
2. Remove or restructure the incompatible feature in Toast Web.
3. Test by toggling an item off, selecting Save and Publish all changes, then refreshing the partner site.

Expected outcome: The sync completes within five to ten minutes and the menu appears correctly on the partner site.

4. A Dining Option Mapping Is Missing (Toast Multi-Location Management and Grubhub Only)

This applies only if your restaurant uses Toast Multi-Location Management (MLM) and integrates with Grubhub. If you don't recognize the term "target/owner" for dining options, you most likely don't use MLM and can skip this step.

1. In Toast Web, navigate to Kitchen > Dining options.
2. Confirm both a takeout and delivery option exist for every partner you use.
3. If options are missing, follow "Configure Custom Dining Options" to add them, then contact Toast Customer Care to request that Grubhub remaps your dining option. (DoorDash and Uber Eats remap automatically.)
4. Once remapping is confirmed, place a test order to verify the option flows through to Toast.

Expected outcome: Each partner has takeout and delivery dining options mapped to its account, and a test order successfully routes to the right option.

Note: If you're part of a restaurant group and don't have edit access to dining options, contact your restaurant operations team. If you are restaurant operations and can't add the options, contact Toast Customer Care.

5. A Payment Option Was Removed

Each third-party partner needs a payment option in Toast Web. These are added automatically during setup; if one was removed, orders from that partner can't post.

1. In Toast Web, navigate to Payments > Payment methods > Payment options.
2. Confirm a payment method exists for every partner you use.
3. If a partner's method is missing, follow "Set Up Other Payment Options" to add it, then contact Toast Customer Care to request that Grubhub remaps your payment option. (DoorDash and Uber Eats remap automatically.)

Expected outcome: Each partner has its corresponding payment option configured, and orders post correctly to that method.

6. Marketplace Facilitator Taxes Are Not Configured or Are Archived

If marketplace facilitator taxes are missing or archived, orders that depend on them won't post to the POS.

1. In Toast Web, navigate to Menus > Settings > Manage tax rates.
2. Look for "Marketplace Facilitator Taxes Paid" and "Marketplace Facilitator Taxes Not Paid."
3. If they aren't listed, select Show Archived:
   • If they're archived, unarchive them by selecting the three dots to the right and choosing Unarchive.
   • If they're not archived and not visible, contact Toast Customer Care to have them re-added.

Expected outcome: Both Marketplace Facilitator Tax rates are active in your tax rates list.

7. The Uber Eats Account Is Linked to a Previous POS or Aggregator (Uber Eats Only)

Uber Eats accounts can stay linked to a previous integration (an old POS, or an aggregator like Chowly, ChowNow, Checkmate, or Otter), which blocks the Toast integration from delivering orders.

1. Sign in to your Uber Eats portal and review the active integrations.
2. Contact Uber Eats customer support and ask them to:
   • Confirm the Toast integration is the only active integration on the Uber Eats account.
   • Remove and re-add the menus so only Toast menus are visible to guests.

Expected outcome: The Uber Eats account shows Toast as the sole active integration, and orders begin flowing to the Toast POS.

8. A Menu or Availability Was Edited on the Partner Site

If someone updated the menu or hours directly on the partner platform, those changes can override the Toast sync until the partner re-ingests the Toast menu.

1. Apply the equivalent change in Toast Web and select Save and Publish.
2. Contact the partner's POS or integration support team and request that they re-ingest the menus from Toast.

Expected outcome: The partner-side menu matches the Toast menu, and new orders flow through correctly.

9. A Manual Menu Sync Hasn't Been Run

Some partners require a manual menu sync after configuration changes. After completing the steps above, sign in to the partner site and run a menu sync.

Expected outcome: The partner site reflects the latest menu, and a test order succeeds.

If none of the above resolve the issue, continue to Before You Contact Customer Care.

If You've Never Received Orders From This Partner

If this is the first partner integration and no orders have arrived yet, the issue is almost always in setup. Work through the causes below in order.

1. The Onboarding Checklist Is Not Complete

The integration won't go live until every checklist step is finished — and for Uber Eats and Grubhub, the checklist stays marked incomplete until your first order arrives.

1. In Toast Web, select the Setup button at the top right next to "Help."
2. Find the integration in the list and complete any open steps.
3. For help with specific steps, see "I'm Having Trouble Completing the Setup Checklist for DoorDash, Grubhub, or Uber Eats."

Note: Grubhub onboarding can take one to two weeks to complete after the checklist steps are done.

Expected outcome: All checklist items are marked complete (DoorDash) or all action items are done (Uber Eats and Grubhub will mark complete after the first order arrives).

2. The Integration Was Never Purchased or Was Removed

Verify the integration is on your account.

1. In Toast Web, navigate to Takeout & delivery > Third-party ordering. If the partner appears here, the integration is on your account — return to the previous section.
2. If the partner is missing, navigate to Integrations > Configure Integrations.
3. If the partner isn't listed:
   • Purchase the integration through Toast Shop, or add it from the Browse and Purchase Integrations page.
   • If you've already purchased and don't see it, contact Toast Customer Care.

Expected outcome: The integration appears in Takeout & delivery > Third-party ordering and is set to All on.

3. Onboarding With the Partner Is Incomplete

Each partner has its own onboarding requirements (EIN, bank account, business documents) separate from the Toast checklist.

1. Contact each partner directly to confirm you've provided every required piece of information for account setup on their side.
2. Confirm with the partner that your account is fully active.

Expected outcome: The partner confirms your account is active and integrated.

4. Online Ordering Hours Aren't Set

If your online ordering hours don't cover the time orders are being placed, orders won't reach the POS.

1. In Toast Web, navigate to Takeout and Delivery > Online Ordering Hours.
2. Confirm the hours are accurate and published.

Expected outcome: Your online ordering hours match the times you're available to accept orders.

5. A Multi-Location Restaurant Doesn't Have a Unique Partner Account per Location (Multi-Unit Operations Only)

If you operate multiple Toast locations, each one needs its own active partner account. A single partner account shared across two Toast locations causes orders to land at the wrong location or not at all.

1. Contact each partner to confirm a unique active location exists for every Toast location.

Expected outcome: Every Toast location has a corresponding active account on the partner side.

6. The Uber Eats Account Is Linked to a Previous POS or Aggregator (Uber Eats Only)

Same as the Uber Eats account-linking step above. Sign in to your Uber Eats portal and contact Uber Eats customer support to confirm Toast is the only active integration and that menus are purged and re-ingested.

If none of the above resolve the issue, continue to Before You Contact Customer Care.

Step 3: Orders Are Visible in the Orders Hub but Not Reaching the Kitchen

If you can see the orders in the Orders Hub but they aren't printing or appearing on a kitchen display, the issue is on the device side — KDS routing, prep station mapping, printer, or auto-fire device.

1. KDS Ticket Display Options Are Misconfigured (Kitchen Display System Only)

If you use the Kitchen Display System (KDS), the screen that should receive third-party tickets needs to be configured to display them.

1. On the kitchen screen that should receive your orders, navigate to Setup > Device Setup from the main menu of the Toast app.
2. Scroll down to the Kitchen Setup settings and select Ticket Display Options.
3. Select the third-party Dining Option(s) created during setup for this integration. Each option includes the partner's name.
4. Select Continue to confirm your selections.

For more, see "Configure Ticket Routing and Filter Tickets on Your KDS Device."

Expected outcome: New third-party tickets appear on the configured kitchen screen.

2. Items Aren't Routed to Prep Stations

If items on the third-party menu aren't mapped to a prep station, the order won't print or display.

1. In Toast Web, navigate to Kitchen > Kitchen stations > Prep stations.
2. Review the third-party menus and confirm items route to the correct prep station. See "Configure and Assign Prep Stations" for the full procedure.
3. After any change, select Save and Publish, then wait for a new order to confirm the fix.

Expected outcome: New third-party orders route to the correct prep station and appear on the corresponding screen or printer.

3. The Printer Has an Unrelated Issue

If a printer is dedicated to third-party tickets but isn't printing — and you haven't confirmed the printer works for any tickets — the issue is likely network, hardware, or configuration.

See "Get Help: My Printer Isn't Working" for model-specific troubleshooting.

Expected outcome: The printer prints both Toast and third-party tickets reliably.

4. The Auto-Fire Device Is Offline or Misconfigured

The auto-fire device must be online and configured correctly for third-party orders to fire to the kitchen automatically.

1. In Toast Web, navigate to Takeout & delivery > Availability > Online Ordering.
2. Review the auto-fire device configuration.
3. For detailed troubleshooting, see "Troubleshoot Online Orders Not Firing."

Expected outcome: The auto-fire device is online and orders fire to the kitchen automatically.

If none of the above resolve the issue, continue to Before You Contact Customer Care.

Before You Contact Customer Care

If you've worked through every step above and still can't receive orders, the issue likely needs Customer Care or partner-side intervention. Before you reach out, gather the information below — it speeds up resolution and rules out the most common backend causes.

1. Confirm There Isn't an Active Outage

• Internet or network outage: check your connection and review "Offline Mode Overview" for ISP and Toast service disruption checks.
• Toast service disruption: check the Toast status updates linked from "Offline Mode Overview."
• DoorDash: check the DoorDash service disruption status page. During an outage, orders may sync to the POS once your restaurant is back online.
• Grubhub: call Grubhub at (877) 799-0790 or check your Grubhub for Restaurants dashboard. If your location shows as Paused or Offline, the partner is offline. Some pre-outage orders may sync after recovery.
• Uber Eats: check the Uber status page. Uber Eats orders placed during an Uber outage will not sync to the POS, even after recovery.

2. Check for Empty Menus, Groups, Items, or Modifiers

Empty menu structures (a menu, group, or item with no children) can silently break the sync. Customer Care can check for empty objects on your account.

3. Confirm No Account Ownership Change Is in Progress

An active change of ownership or legal entity can delay third-party integration setup. If your business is transitioning, contact Toast Customer Care to confirm account status.

4. For Grubhub Onboarding Issues, Contact Grubhub Directly

Reach the Grubhub Onboarding Fulfillment team at onboarding@grubhub.com or call (877) 585-7878 for the Grubhub Account Owner. Confirm a Grubhub account exists before contacting Toast.

When you contact Toast Customer Care, include:

• The partner(s) affected (DoorDash, Grubhub, Uber Eats).
• Whether orders worked previously and approximately when they stopped.
• The steps you've already tried from this article.
• A specific failing order's date, time, and partner-side order number, if available.
• Whether you've checked the partner status page.

Frequently Asked Questions

How can I check if my DoorDash, Grubhub, or Uber Eats integration is active?

To check whether your integration is active, sign in to Toast Web and navigate to Takeout & delivery > Third-party ordering. If the partner appears with a status of All on, the integration is active and accepting orders. If the partner doesn't appear, navigate to Integrations > Configure Integrations to confirm the integration is purchased.

If I update my menu in Toast, will the change sync to DoorDash, Grubhub, and Uber Eats automatically?

If you update your menu in Toast Web and select Save and Publish all changes, the change syncs to all connected third-party partners automatically within five to ten minutes. To test, toggle an item's show/hide status, save, publish, and refresh the partner site to confirm the change.

Why are DoorDash, Grubhub, and Uber Eats all showing closed at the same time?

If every third-party channel shows closed at once, the most common cause is that your POS is offline or your internet connection has dropped. Check your network connection and POS device status first. If the POS is online and the channels still show closed, navigate to Takeout & delivery > Third-party ordering in Toast Web and confirm each channel is set to All on.

My POS is canceling DoorDash orders automatically. What's happening?

If the Toast POS is canceling DoorDash orders, this isn't covered by the standard third-party troubleshooting steps and usually requires Customer Care to review your account. Gather the affected order numbers and the time of cancellation, then contact Toast Customer Care so they can investigate the cancellation triggers on your account. 

How do I recover orders that came in during a partner outage?

Recovery depends on the partner. DoorDash and Grubhub may sync some pre-outage orders to your POS once your restaurant is marked online again — you should start preparing those orders as they arrive. Uber Eats orders placed during an Uber outage will not sync to the POS, even after the partner recovers.

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Related Articles

• Get Started With the DoorDash Integration
• Get Started With the Grubhub Integration
• Get Started With the Uber Eats Integration
• I'm Having Trouble Completing the Setup Checklist for DoorDash, Grubhub, or Uber Eats
• Manage Third-Party Availability With Snooze and On/Off Functions