Issues can happen and there could be a few reasons why. Read on to find out how you can troubleshoot common issues.
Different connections with Deliveroo you might need to troubleshoot:
Create and manage your menu from your system (Menu connection)
Control opening hours, site status and more (Site detail connection)
Tip: If an order does not successfully reach the POS system, we'll always send an order notification on your Deliveroo tablet.
For this reason, we recommend you keep your Deliveroo tablet nearby, with notification sound on loud.
Not connected yet?
Find out how to connect your POS (point of sale) system with Deliveroo or read about the benefits of connecting with us.
Can't find a solution here?
You can contact our UK Live Order support team on 020 7138 9037.
Troubleshooting your Deliveroo POS connection
How do I connect Deliveroo orders to my POS System?
Log in to Hub
Got to 'Settings'
Then select 'Till (POS)'
Here you'll be able to follow on-screen instructions to connect your POS System.
We support most major providers, but if you can't find your POS System, follow the instructions to share the details so we can reach out to your them.
How do I know if my restaurant is connected to my POS System?
You can check this by navigating to 'Settings' in Hub, and selecting 'Till (POS)'.
See below: Why do some orders not reach my POS System?
What's a 'webhook' URL?
All POS systems use a unique webhook URL (always starting with https://).
This is an an internet address for your POS provider, that allows us to send your orders into your system.
What is a site location ID?
This ID can be provided to you by your POS provider, it allows us to identify which location to send the order to - Particularly important for multi-site partners.
Troubleshooting your menu connection
How can I send my menu directly to Deliveroo?
Log in to Hub
Got to 'Settings'
Then select 'Till (POS)'
Here you'll be able to follow on-screen instructions to connect your POS System.
If your POS provider also supports a menu connection, you'll be given the option to connect. If not, you will be shown the steps required to prepare your menu in Menu Manager for a POS Connection.
For help setting up your menu please reach out to your POS or ‘middleware’ provider for help editing your menu.
What's a PLU?
PLUs, or "product look-up" codes, link products on your Deliveroo menu to your Point of Sale system or till.
If you have any doubt where to find these codes, please reach out to your Point of Sale or till company contact.
How do I add PLUs or product IDs in Menu Manager?
Refer to your Point of Sale or till vendor product guidance for information about where to find these.
Log in to Hub
Go to 'Menu' and select ‘Edit’
Select the three dots to the right of your menu cover photo
They look like this ⋮
Then “Add point of sale PLUs”
Add or correct your PLUs
Select ‘Save’
Then ‘Publish’
How can I edit my menu?
Via Menu Manager - you can find out more about editing your menu here
Via your POS System - you will need to reach out to your POS provider who can assist you on making the changes to your menu and push those updates to Deliveroo (provided you have already connected your menu to Deliveroo)
If I change my menu, will it ‘break’ the POS connection?
Changing your menu, using Menu Manager won't disconnect your system from ours.
Unless you request that we disable it, once your POS connection is enabled, that means both our system and yours can communicate automatically.
Can I push a discount on a menu via my own system?
In order for your menu discounts to appear on Deliveroo, you'll need to create offers and promotions using Marketer.
You can access Marketer by logging in to Hub.
Important: Total-basket discounts are compatible for all POS systems.
Currently, not all POS Systems are compatible with item-specific discounts, free item and Deliveroo Plus offers - please check with your POS provider to see if these discount types will be supported.
Troubleshooting tablet and printer errors
Why don't certain orders reach my POS System?
There are two possible error messages you will see on the tablet to help identify why your orders might be failing to reach your POS.
1. Error message: “Something went wrong - you need to manually enter this order into the POS”. Missing menu PLUs are the most common cause for this error.
Resolving this issue:
Enter order manually using your POS
Click ‘OK’ on the tablet
Check that all menu items have a PLU
If all items have the correct PLU assigned but you're still receiving this error, please contact integrations support by using ‘Help’ in Hub.
See How do I add PLUs or product IDs in Menu Manager? to learn more about how to view, edit and add menu item PLUs.
2. Error message: “Check that this order was sent to the POS - enter it manually if needed". Lost internet connection is the most common cause of this error.
Resolving this issue:
First check your POS to see if the order made it onto your system.
If the order is visible in your POS | If the order is not visible in your POS |
Select ‘OK’ on your tablet | Manually enter the order on your POS |
| Then select ‘OK’ on the tablet |
If you see this error message for 3 or more orders in a row, please reach out to your POS vendor or IT partner.
There’s a problem with my tablet, how can I fix it?
Before reaching out, always restart your device.
If the issue does not resolve itself, you can easily reach our Maintenance and Repair teams via Hub, using the ‘Help’ feature.
There’s a problem with my printer, how can I fix it?
Before reaching out, always restart your device.
If the issue does not resolve itself, you can reach the Maintenance and Repair teams via Hub, using the ‘Help’ feature.
If your POS or kitchen printer is not working, please reach out to your POS or ‘middleware’ provider for support.
Troubleshooting site management errors
Can I set or change our opening hours via my own system?
Yes, you can. However, only selected POS systems providers support opening hours. To find out more please reach out to integrations@deliveroo.co.uk.
You can also set and edit your opening hours using Hub.
Can I open or close my restaurant via my own system?
Yes, you can. However, only selected POS systems providers support opening hours. To find out more please reach out to integrations@deliveroo.co.uk.
You can also control your opening and closing times using Hub, or by manually switching your tablet on or off.
Can I set 'Busy mode' via my own system?
Yes, you can. However, only selected POS systems providers support opening hours. To find out more please reach out to integrations@deliveroo.co.uk.
Do I need a tablet if I am connected to my POS?
Yes, you'll still need your tablet to receive orders and manage your site’s status.
Your tablet acts a backup system, allowing you to capture orders in the event that they fail to reach your POS.
Can I turn off the 'Scheduled for later' option for my connected sites?
Yes, you can disable scheduled orders. Please contact us via Hub with this request, using the ‘Help’ feature.
Can I disable the 'notes' field on our POS connected sites?
Yes, you can disable 'notes'. Please contact us via Hub with this request, using the ‘Help’ feature.