My restaurant isn’t receiving third-party orders

Last updated: Apr 23, 2026, 3:18 PM

If third-party orders fail or show as "canceled," follow this article’s troubleshooting steps to resolve the issue.

In this Article:

 

Start Here: Check if the orders are visible in the Orders Hub

  1. Start by entering your POS access code on your Toast Point of Sale (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 that are not working.
    1. Make sure your dining options are visible in Orders Hub by selecting the filter, scrolling down, and selecting all filtered-out options.
  4. While on this screen, select one of the following options to navigate to the best section below:
    1. If no orders are visible, navigate to Third-party orders are not visible in Orders Hub.
    2. If the orders are visible here, navigate to Orders have been received previously from this third party.


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Third-party orders are not visible in the Orders Hub

Consider whether or not your Toast POS system has previously received orders from this third party:


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Orders have been received previously from this third party

  1. Third-party ordering may be turned off or snoozed.
    1. In Toast Web, navigate to Takeout & delivery > Third-party ordering.
    2. All on ensures your integration is active and taking orders. If it is set to All off, your orders will be paused. 
      1. Your integration(s) should reactivate immediately once set to All on. You can refresh the page to ensure the respective statuses. If you’re using Toast Now, close the app, wait about five minutes, and then re-open the app.
    3. For more information, see Manage Third-Party Availability With Snooze and On/Off Functions.
    4. If this doesn’t fix the issue, try the next step.
  2. The third-party menu visibility setting may be incorrectly configured.
    1. In Toast Web, select Menus > Menu management > Menu manager.
    2. Select the menu you want to make available to the third party.
    3. Select the overflow menu (the ⋮ icon) to the right of the menu's name and choose Edit to access the menu details page.
    4. In the Channel visibility section, select Online ordering partners to verify visibility.
    5. Select Save.
      1. This sync will take approximately five-to-ten minutes. Test that it's syncing correctly by turning an item off: Select an item’s show/hide status, turn the visibility off for this item, Save and Publish all changes, then refresh your partner site.
    6. For more information, see Adjusting menu visibility for a third-party online ordering channel.
    7. If this isn’t the issue, try the next step.
  3. The third-party menu may use an incompatible menu feature or pricing structure.
    1. Some menu and pricing settings may not work with third-party ordering partners, causing sync issues. Visit Menus Not Showing Up on DoorDash, Grubhub, or Uber Eats for how to identify and resolve an incompatibility.
      1. If you suspect you’ve found and resolved a menu incompatibility, you can test it by resyncing the changes. Resyncs take approximately five-to-ten minutes. Test that your menu is now syncing correctly by turning an item off: Select an item’s show/hide status, turn the visibility off for this item, Save and Publish all changes, then refresh your partner site. 
    2. If no incompatibility issues are found, try the next step.
  4. MLM (Toast Multilocation Management) and Grubhub only: A dining option target/owner may have been edited. These were added automatically during setup. If you are part of a restaurant group and don’t have the ability to edit these options, contact your restaurant operations team. If you are not familiar with target/owner functionality, you likely don’t use MLM.
    1. In Toast Web, navigate to Kitchen > Dining options.
    2. If you don’t see both a takeout and delivery option for all of the partners in question, add them by following the steps outlined in Configure Custom Dining Options, and then contact Toast Support to request that Grubhub remaps your dining option. (DoorDash and Uber Eats both have an automated mapping process based on the name of your options.)
      1. Once you’ve received confirmation that Grubhub has remapped the dining option, place a test order to confirm it goes through Toast as expected.
      2. If you cannot add them, contact your restaurant operations team, or if you are restaurant operations, contact Toast Support.
    3. If this isn’t the issue, try the next step.
  5. A payment option may have been removed. These were added automatically during setup. If you are part of a restaurant group and don’t have the ability to edit these options, contact your restaurant operations team.
    1. In Toast Web, navigate to Payments > Payment methods > Payment options.
    2. If you don’t see a payment method for each third party in question, add them by following the steps outlined in Set Up Other Payment Options, and then contact Toast Support to request that Grubhub remaps your payment option. (DoorDash and Uber Eats both have an automated mapping process based on the name of your options.)
      1. If you cannot add them, contact your restaurant operations team, or if you are restaurant operations, contact Toast Support.
    3. If this isn’t the issue, try the next step.
  6. Marketplace facilitator taxes may not be configured or may be archived.
    1. In Toast Web, navigate to Menus > Settings > Manage tax rates.
    2. If you do not see “Marketplace Facilitator Taxes Paid” or “Marketplace Facilitator Taxes Not Paid” listed among your tax rates, check to see if they’re archived by selecting Show Archived:
      1. If archived, unarchive them by selecting the three dots to the right > Unarchive.
      2. If not archived, contact Toast Support.
    3. If this isn’t the issue, try the next step.
  7. Uber Eats only: Your restaurant's Uber Eats account, or its menus, may still be linked to your previous integration (either with your previous POS, or an aggregator like Chowly, ChowNow, Checkmate, Otter, etc.).
    1. Check your Uber Eats portal.
    2. Contact Uber Eats customer support and request that they ensure the only integration active on the Uber Eats account is the Toast integration and that they remove and re-add the menus to ensure the only menus visible to guests are the menus from Toast.
    3. If this isn’t the issue, try the next step.
  8. A menu or menu availability may have been edited on the partner site.
    1. Apply it as needed within your Toast Web settings, and Save and Publish.
    2. Contact the partner’s POS/Integration support team and request that they re-ingest the menus from Toast.
    3. If this isn’t the issue, try the next step.
  9. Some partners require a manual menu sync after the above steps are followed. Log into the partner site and complete a menu sync just to be safe.
  10. If none of these steps resolved the issue, navigate to Still Having Issues.

 

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Orders have NEVER been received from this third party

  1. Your onboarding checklist may not be complete.
    1. In Toast Web, select the Setup button at the top right next to “Help”.
    2. Find the integration in question and complete any incomplete steps.
    3. Note: For Uber Eats and Grubhub, once the checklist items have been completed, it will still show as incomplete until an order is received through the integration. For help completing these steps, check out I’m having trouble completing the Setup Checklist for DoorDash, Grubhub, or Uber Eats.
      1. Note: Grubhub can take one-to-two weeks to complete.
    4. If this doesn’t fix the issue, try the next step.
  2. You didn’t purchase the integration or the integration was removed from your account. You can verify an integration has been added to your account by navigating in Toast Web to Takeout & delivery > Third party ordering. If you don’t see it there, follow these steps.
    1. In Toast Web, navigate to Integrations > Configure Integrations.
    2. If you don’t see the third-party ordering partner in question:
      1. Purchase the integration through Toast Shop or add it from the Browse and Purchase Integrations page.
      2. If you have already completed the purchase and don’t see it, contact Toast Support.
    3. If this isn’t the issue, try the next step.
  3. Check to make sure you’ve completed onboarding with the third-party partner in question.
    1. Contact each third-party partner to make sure you’ve provided all required information to complete the account setup on their end (EIN, bank account, etc.).
    2. If this isn’t the issue, try the next step.
  4. Check to make sure you’ve set your online ordering hours.
    1. In Toast Web, navigate to Takeout and Delivery > Online Ordering Hours.
    2. Confirm that the availability is accurate and published.
    3. If this isn’t the issue, try the next step.
  5. Multi-unit operation only: If you have multiple locations, confirm that each location has a unique partner account. For example, if you have two locations live with Toast but only one location on the partner site, this could be the issue.
    1. Contact each third-party partner to make sure you have a unique location active for each location.
    2. If this isn’t the issue, try the next step.
  6. Uber Eats only: Check to make sure your restaurant's Uber Eats account, or its associated menus, are still linked to a previous integration (either with your previous POS or an aggregator like Chowly, ChowNow, Checkmate, Otter, etc.).
    1. Check your Uber Eats portal.
    2. Contact Uber Eats customer support and request that they ensure the only integration active on the Uber Eats account is the Toast integration and that they purge and re-ingest the menus to ensure the only menus visible to guests are the menus from Toast.
    3. If this isn’t the issue, try the next step.
  7. If none of these steps resolve your issue, navigate to Still Having Issues.


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Third-party orders ARE visible in the Orders Hub

Check each of the following causes.

  1. KDS (Toast Kitchen Display System) only: If you have KDS screens, your ticket display options may not be set correctly.
    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. They will have the name of the third-party in the dining option.
    4. Select Continue to confirm your selections.
    5. For more information, see Configure Ticket Routing and Filter Tickets on Your KDS Device.
    6. If this isn’t the issue, try the next step.
  2. Items on your third-party menus might not be routed to prep stations.
    1. Log in to Toast Web and navigate to Kitchen > Kitchen stations > Prep stations.
    2. Review the third-party menus to make sure the items are routed to the correct prep stations. You can follow Configure and Assign Prep Stations > Route Your Menu to Prep Stations to verify.
    3. If you made changes to prep stations, make sure to save and publish, and then wait for another partner order to come through to see if the problem is resolved.
    4. If this isn’t the issue, try the next step.
  3. You’re experiencing an unrelated printer issue.
    1. If this printer is only used for these orders, or you haven’t successfully printed on this printer before, the issue may be related to the printer's network, hardware, or configuration.
    2. See Get Help: My Printer Isn't Working for specific model troubleshooting.
    3. If this isn’t the issue, try the next step.
  4. Your auto-fire device may be offline or not configured correctly.
    1. Log in to Toast Web and navigate to Takeout & delivery > Availability > Online Ordering.
    2. See Orders aren't firing or firing late for detailed troubleshooting.
    3. If this isn’t the issue, try the next step.
  5. If none of these are the cause of your issue, navigate to Still Having Issues.


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Still Having Issues With Third-Party Orders

If you’ve tried all the steps above and still have issues with your third-party orders:

  • You may have empty menus, groups, items, or modifiers.
    • Contact Toast Support to have them check for empty objects.
  • If you’re actively going through an ownership change on your account, this can cause delays with third-party ordering integration setup. If your business is going through a change of ownership or legal entity:
    • Contact Toast Support to check your account status.
  • You may be experiencing an Internet Service Provider outage, network outage, or an ongoing Toast service disruption.
  • The third-party partner could be experiencing an outage.
    • Check the third-party site for their outage status if possible:
    • DoorDash: Check the DoorDash service disruption status page. If this indicates service issues, some orders placed during the service disruption may make it to the POS once your restaurant is back online. You should start making orders once they arrive at the POS. Once recovered, the restaurant will be marked online, and guests will be able to place orders, which will start flowing to the POS.
    • Grubhub: Contact them at 877-799-0790. You can also check your Grubhub for Restaurants (GFR) account dashboard and check if your restaurant shows as Paused or Offline. When Grubhub recovers, the restaurant will be marked as "online" and guests will be able to place orders, which will start flowing to the POS. Some orders placed during the outage may sync to your POS once your restaurant is back online.
    • Uber Eats: Check Uber’s status page. If this page indicates Uber is offline, this will include Uber Eats, and your restaurant will thus not be available on Uber Eats. Orders placed during the service disruption will not make it to the POS even after the restaurant is back online. Your restaurant will be marked online, and guests will be able to place orders, which will start flowing to the POS.
  • For Grubhub, contact the Grubhub Onboarding Fulfillment team at onboarding@grubhub.com or call +1 (877) 585-7878 to get in touch with your Grubhub Account Owner. Ensure you have an account made on Grubhub before seeking further assistance from Toast.


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