Outages and Disruptions: Third-Party Ordering

In this Article:

• Determine Source of Offline Mode Being Activated
• Third-Party Order Behavior in Offline Mode
• Frequently Asked Questions
  • If there's an outage that still permits guests to place DoorDash/Grubhub/Uber Eats orders, what happens to these orders?

Determine Source of Offline Mode Being Activated

If you’re not receiving third-party orders from DoorDash, Grubhub, or Uber Eats, and have reason to believe that Toast or one of these partners is offline, follow these steps to identify the source of the outage:

1. Check if your own Toast system is offline (ISP or network issue, etc.). If your system is offline, you'll see a yellow banner indicating “No internet connection” or “No network connection,” or you'll get a pop-up on your auto-fire device about Offline Mode (for help, see How do I check which device is set to auto-fire at my restaurant?).
   1. If you're in Offline Mode, go to Third-Party Order Behavior in Offline Mode.
   2. If you're not in Offline Mode, go to step 2.
2. Check if the third-party partner is offline. If any partners are experiencing service disruptions, you’ll have to wait until they’re operational again to resume taking orders.
   1. 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.
   2. 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.
   3. Uber Eats: Check . 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.
   4. Other partners are listed here. In cases where the partner does not have a dedicated public operational status page linked below, we recommend visiting .
      • Caviar
      • Chowly – check your Restaurant Control Center
      • Deliverect
      • ItsaCheckmate
      • Postmates
      • Ritual
3. If neither Toast nor the partner is offline, then visit .

Third-Party Order Behavior in Offline Mode

If your restaurant in Offline Mode, you won't be able to receive third-party orders until the system recovers. Guests who attempt to place a third-party online order will see a message stating “Restaurant is currently offline.” 

• If Offline Mode was caused by a Toast outage, check for updates on the and learn more about functionality here: .
  • For more information on how to continue receiving orders from DoorDash during a Toast outage, follow the instructions here: .
• If the Offline Mode banner on your device mentions a network or internet connection, follow the steps in this article to troubleshoot: .
• If you use the DoorDash integration and your restaurant is operating in Offline Mode, you can contact DoorDash directly to temporarily switch your order protocol and continue receiving orders while offline. See . 

Once you see that the affected system is back online, all third-party ordering systems should start to recover following these rules:

• Both DoorDash and Grubhub will check the POS or restaurant status every 15 minutes, and once your restaurant is back online, they will automatically return online.
• Uber Eats will automatically pause all locations during a service disruption and attempt to bring them back online after 120 minutes. If the issue persists, the pause will resume. You can manually unpause via your dashboard (Takeout & delivery > Third-party ordering) if the disruption ends early. If 40% of your average orders fail within 30 minutes, your location will be paused again.

If the indicated time has passed and all systems are online but orders are not coming through, visit .

Frequently Asked Questions About Third-Party Orders During Outages

If there's an outage that still permits guests to place DoorDash/Grubhub/Uber Eats orders, what happens to these orders?

• Restaurant availability: The restaurant may be taken into Offline Mode and guests may not be able to place orders.
• In-progress orders:
  • If there's an outage related to driver dispatch, in-progress orders may be delayed in getting picked up or may not be picked up at all.
  • If there's an outage related to Toast and the order has already been injected into the POS, there would be no impact on drivers picking up orders for delivery.
• New orders: Newly placed orders will be canceled and will show as "unaccepted" during the outage until the 40% location threshold is reached; the location will then be taken offline.