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Diagnostic Tool

Answer a few questions to diagnose your issue:
This guide covers common issues with POS integrations and how to resolve them.

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Connection Issues

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Integration Won’t Connect

Symptoms:
  • “Connection failed” error when setting up
  • Unable to save integration settings
  • Test connection fails
Solutions:
  1. Verify credentials
    • Double-check API keys, secrets, and site IDs
    • Ensure no extra spaces in copied credentials
    • Confirm credentials haven’t expired
  2. Check POS status
    • Verify your POS system is online
    • Ensure cloud connectivity is enabled
    • Check for POS system outages
  3. Network issues
    • Confirm your venue has internet connectivity
    • Check firewall settings aren’t blocking API calls
    • Try from a different network if possible
  4. Contact your POS provider
    • Verify API access is enabled on your account
    • Request new credentials if existing ones don’t work

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Connection Drops Intermittently

Symptoms:
  • Integration works sometimes but not always
  • Orders occasionally fail to inject
  • Sync completes sometimes but fails others
Solutions:
  1. Check internet stability
    • Unstable connections cause intermittent failures
    • Consider a backup internet connection
  2. Review POS uptime
    • Some POS systems restart overnight
    • Check if failures correlate with maintenance windows
  3. Monitor API limits
    • Some POS systems have rate limits
    • Reduce sync frequency if hitting limits
Symptoms:
  • Sync button does nothing
  • Products don’t appear after sync
  • Sync runs but menu is empty
Solutions:
  1. Check integration is connected
    • Go to Store Settings > Integrations
    • Verify the POS shows as connected
  2. Verify menu in POS
    • Ensure products are active/published
    • Check products are assigned to categories
    • Confirm the menu type is correct
  3. Try manual sync
    • Use the sync button in the Menu section
    • Wait for sync to complete fully
    • Check for error messages

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Products Missing After Sync

Symptoms:
  • Some products sync but others don’t
  • Modifiers are missing
  • Categories are incomplete
Solutions:
  1. Check product status in POS
    • Products must be active/enabled
    • Products need to be assigned to a menu
    • Check product visibility settings
  2. Review menu structure
    • Products outside categories may not sync
    • Some integrations only sync specific menu types
    • Verify the correct menu is selected
  3. Check for sync errors
    • Review any error messages after sync
    • Individual products may fail while others succeed

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Prices Are Wrong

Symptoms:
  • Synced prices don’t match POS
  • Prices are doubled or halved
  • Tax appears incorrectly
Solutions:
  1. Tax settings mismatch
    • Check if POS prices include tax
    • Verify storekit tax settings match
    • Ensure tax rates are configured correctly
  2. Currency issues
    • Confirm currency settings match
    • Check for decimal place differences
  3. Re-sync after changes
    • Prices won’t update until you sync
    • Trigger a manual sync after price changes in POS

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Order Injection Issues

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Orders Not Appearing in POS

Symptoms:
  • Customer receives confirmation
  • Order shows in storekit dashboard
  • Order never appears in POS
Solutions:
  1. Check integration status
    • Verify integration is enabled
    • Check for disconnection warnings
  2. Review order in dashboard
    • Look at order details for errors
    • Check POS injection status field
  3. Verify POS is online
    • Check terminal is powered on
    • Confirm network connectivity
    • Try placing an order directly in POS
  4. Check PLU codes (manual linking)
    • Ensure all items have valid PLUs
    • Verify PLUs exist in POS system
  5. Check for email notifications
    • If order injection fails, you’ll receive an email notification
    • The email includes the specific error reason and order details
    • Check your venue email address is configured correctly

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Orders Appearing Late

Symptoms:
  • Orders arrive in POS minutes/hours late
  • Pre-orders arrive at wrong times
  • ASAP orders are delayed
Solutions:
  1. Check injection settings
    • Review pre-order injection timing
    • Verify ASAP orders are set to immediate
  2. Network latency
    • Slow connections delay injection
    • Check overall network performance
  3. POS queue issues
    • Some POS systems queue incoming orders
    • Check POS settings for order processing

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Items Missing from Orders

Symptoms:
  • Order appears but items are missing
  • Modifiers don’t show
  • Partial order in POS
Solutions:
  1. PLU mapping issues
    • Missing PLUs cause items to fail
    • Check all products and modifiers have PLUs
  2. Product mismatch
    • Item may have been deleted from POS
    • Re-sync menu to update mappings
  3. Modifier configuration
    • Verify modifiers are linked correctly
    • Check modifier group settings

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Wrong Items on Orders

Symptoms:
  • POS shows different items than ordered
  • Quantities are wrong
  • Modifiers applied to wrong items
Solutions:
  1. PLU codes incorrect
    • Wrong PLU maps to wrong product
    • Audit PLU mappings against POS
  2. Duplicate PLUs
    • Same PLU used for multiple products
    • Ensure PLUs are unique
  3. Recent menu changes
    • Products may have been remapped
    • Re-sync and verify mappings

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Discount & Loyalty Issues

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Discounts Not Applying

Symptoms:
  • Loyalty discounts don’t appear
  • Promotional pricing not working
  • Customer balance not reflected
Solutions:
  1. Verify discount is active
    • Check promotion is enabled in POS
    • Confirm date range is current
    • Verify terms are met
  2. Customer qualification
    • Check customer is enrolled in loyalty
    • Verify customer meets discount criteria
    • Confirm online orders are eligible
  3. Integration settings
    • Some discounts need explicit enablement
    • Check discount sync settings

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Wrong Discount Amounts

Symptoms:
  • Discount applied but amount is wrong
  • Percentage calculated incorrectly
  • Discount appears twice
Solutions:
  1. Check discount rules
    • Verify discount calculation method
    • Check for stacking rules
  2. Tax interaction
    • Confirm discount applies before/after tax
    • Check both systems use same method

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Email Notifications for Failed Syncs

storekit automatically sends email notifications when orders or payments fail to sync to your POS, ensuring you never miss critical information.

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Failed Order Notifications

When an order fails to sync to your POS, you’ll receive an email that includes:
  • Order details - Customer name, order ID, and payment method
  • Error reason - Specific technical details about why the sync failed
  • Order items - A summary of what was ordered (with images when available)
  • Quick actions - Direct link to view the order in your dashboard
Failed order emails are sent even if the customer has already paid online, ensuring you never miss an order that needs manual attention.

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What to Do When You Receive a Failed Order Email

  1. Check the error reason - The email includes specific details about why the sync failed
  2. View the order in dashboard - Click the link in the email to see full order details
  3. Manually enter the order - If needed, enter the order directly into your POS
  4. Contact support - If the issue persists, our support team has already been notified and can help resolve it

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Bill Payment Failure Notifications

When a Pay at Table payment succeeds but fails to sync to your POS, you’ll receive an email notification. This is critical because the customer has already paid, but your POS may not reflect it. The notification includes:
  • Bill details - Bill ID and venue name
  • Payment information - Payment ID and transaction details
  • Error reason - Specific technical details about why the sync failed
  • Reference IDs - Both storekit and POS bill IDs for reconciliation
  • Quick actions - Direct link to view the bill in your dashboard
Bill payment failure emails indicate the customer has already paid successfully. You may need to manually reconcile this payment in your POS to avoid discrepancies.

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What to Do When You Receive a Bill Payment Failure Email

  1. Check the error details - The email includes specific information about why the sync failed
  2. View the bill in dashboard - Click the link to see full payment details
  3. Manually reconcile in POS - Mark the bill as paid in your POS if needed
  4. Contact support - Our team is automatically notified and can help with recurring issues

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Ensuring You Receive Notifications

Make sure your venue email address is configured correctly:
  1. Go to Store Settings in your dashboard
  2. Navigate to Store Details
  3. Verify your email address is correct
  4. Add multiple email addresses if needed (the first address will receive notifications)

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Getting Help

If you’ve tried these solutions and still have issues:
  1. Gather information
    • Note the specific error messages
    • Record the order ID(s) affected
    • Take screenshots if possible
    • Check for failed order email notifications
  2. Check POS provider status
    • Look for system-wide issues
    • Contact POS support for their end
  3. Contact storekit support
    • Provide order IDs and error details
    • Share integration settings (not credentials)
    • Forward any failed order email notifications
Contact support for further assistance.