Common errors

Orders

“The order never came into the POS”

Always start with order lookup by order_code.

What you see there	The cause	What you do
Not found, code is correct	The order never reached us.	Write to us with the code, store and time.
Verdict “did NOT arrive”, call with 4xx	Your system rejected the order. Your response is shown.	Read the message; it is yours.
Verdict “did NOT arrive”, connection error	We could not reach your endpoint.	Check certificate, DNS, firewall.
Verdict “left”, 2xx, but missing on your side	We delivered it; it was lost after reception.	Look on your side, from the moment in the timeline.
No call recorded	Notifications are off, or the store is not activated.	Check in the portal.

Duplicate orders

Either you have retry enabled and a slow endpoint, or you do not deduplicate by order_code.

The fix is the same in both cases: a unique index on order_code and 200 on duplicates. See receiving orders. If you cannot do that right now, turn retry off.

The receipt total does not match

Almost always one of these:

• you computed the total from the products instead of using payment_total;
• you ignored attribute prices, which add on top of the product price;
• you treated amounts as whole currency units when they are subunits (5700 = 57.00 RON).

payment_total is the amount to collect. Do not recalculate it — see JSON structure.

payment_total is 0

That is a valid value: the customer covered the entire order with a promo code. Treat 0 as zero, not as missing data, and do not substitute a figure of your own.

The order came in late

The timeline in order lookup tells you where the time went:

Where the gap is	Where the cause is
Between “created” and “received by us”	Before us.
Between “received” and “sent”, with several attempts	Your endpoint did not answer the first time.
Nowhere — everything under 2 seconds	On your side, after reception.

Authentication

401 on every call

Cause	Check
Missing header	Authorization must be sent on every request.
Wrong key	Compare it character by character with the portal.
Inactive key	Check it in the portal, under Profile → API keys.
Invisible whitespace	A key copied from an email can carry leading or trailing spaces.

The Bearer prefix is not the problem — it works with or without.

We get 401 from your endpoint

You are validating a value other than the one configured on the endpoint in the portal. See endpoints. This typically happens after a half-finished key rotation — the correct procedure is in authentication.

Menu

LIMIT_EXCEEDED

You exceeded the 5 full updates per day for that store. For prices and availability use individual or bulk changes, which have no limit.

FETCH_MENU_INVALID_PAYLOAD

The payload does not match the schema. Run POST /api/v3/menu/validate — it gives you the line and column of each error and does not count against the daily limit.

NOT_PROCESSED

Integration misconfiguration: a store_id that does not exist, a partner_name that does not match, or a store that was never activated. Check them in the portal; if all looks right, write to us.

Products have no images

Image URLs are fetched from outside. Usual causes: an expired certificate on your image server, a URL using http:// instead of https://, a file that is too large. Requirements are in menu structure.

The product in an order matches nothing in the POS

The id in the order is exactly the one you sent in the menu. If you no longer recognise it, your identifiers are changing between syncs. Make them stable — see menu structure.

Stores

A new store receives no orders

Cause	Check
Not activated yet	Activation is done by our team after you create the location.
“Integration already activated?” ticked by mistake	We were never notified to activate it. See brands and locations.
Notifications off	On the brand or on the location.
No endpoint defined	You need at least one of type order notification.

The store appears closed

Check whether it has an active temporary closing: GET /api/v3/scheduling/stores/{storeId}/closing. If until is not null, you can cancel it with DELETE on the same path.

When you write to us

Send from the start:

• order_code (not order_id) or store_id, as applicable;
• the approximate time and the timezone you used;
• what you saw in order lookup;
• what you expected to happen.

With those, the answer comes in the first reply.