Connection
”PointOne” isn’t in my Integrations list
The integration isn’t enabled for your account. Contact support to have it turned on.Toggling Integration Status shows “Please save the configuration first”
The API Key, Site ID and Organisation ID haven’t been saved yet. Fill all three in, click Save, then switch Integration Status on and click Save again.Save fails with “Please fill in all required fields”
One of API Key, Site ID or Organisation ID is empty. All three are required — see Connecting PointOne.Orders and syncs fail straight after connecting
The credentials are wrong for the site. Check the Site ID is the PointOne site this store should send orders to, and that the API Key and Organisation ID were copied without trailing spaces. Save, then retry.Menu Sync
There’s no Sync Menu button
Sync Menu on the settings page and the Connected to PointOne bar in the menu editor only appear once the integration is saved with Integration Status on. Enable it, click Save and reload the page.Menu sync fails
The most common cause is credentials PointOne rejects — re-check them on the settings page. If the credentials are right, retry in a few minutes: PointOne may have been unavailable. The menu editor progress bar shows which stage failed.A product is missing after a sync
storekit skips a PointOne item when it has no ID or PLU, no name, or a price of zero (using the takeaway price where PointOne sets one). Categories with no importable products are skipped too. Fix the item in PointOne and sync again.A product’s price is different from the till
storekit uses PointOne’s takeaway price when it differs from the standard price. Check both prices on the item in PointOne.An allergen or nutrition value didn’t import
Only the allergen and nutrition names listed in Menu Sync are recognised. Rename the allergen in PointOne to one of those and sync again.My storekit edits disappeared
PointOne is the source of truth. Names, descriptions, prices and images are replaced on every sync, and items removed from PointOne are removed from storekit. Make the change in PointOne instead.Sold-out items are still orderable
Stock is read only during a sync — there are no live stock updates from PointOne. Run Sync Menu, or snooze the item in storekit — see Availability & Snoozing.Orders
An order shows “Something went wrong sending this order to the POS”
PointOne rejected the order or couldn’t be reached. The reason PointOne gave is shown in the warning; fix the cause, then click Resend order to POS on the order. See Failed Orders.A table order arrived in PointOne without a table
The storekit table’s POS ID is empty or doesn’t match a PointOne table. Set it under Stores → your store → Settings → Tables — see Table Mapping — and resend the order.A pre-order arrived at the till immediately
That’s expected: storekit sends pre-orders as soon as they’re placed, carrying the requested date and time. There is no order buffering for PointOne — the till is responsible for holding the order until it’s due.The order note is missing details
Check the Order Note Template on the settings page. With no template, the note contains only the customer’s own notes. Click Insert Variable to add fields such as the customer’s phone number, and Preview to check the result.Pay at Table
Scanning the QR code shows an error instead of a bill
The QR link’s table hash doesn’t match a storekit table’s POS ID for this store. Compare the hash in the link with the POS ID on the table under Stores → your store → Settings → Tables. If PointOne’s QR link still contains a placeholder such as{tableHashId}, the code was generated before the table was configured in PointOne — regenerate it there.
The guest sees the menu instead of a bill
PointOne has no open bill on that table, so storekit shows the table’s ordering page instead. If a bill was open earlier and has been settled at the till, storekit closes its copy and the bill disappears from the guest’s phone. Ask staff to check the table on the till.The amount due doesn’t match the till
storekit refreshes the bill from PointOne when the guest opens the page and roughly every 25 seconds while it’s open. Give it a moment or ask the guest to reload. If it still differs, check whether a payment was taken on a PointOne terminal — it appears on the guest’s bill as an external payment once PointOne reports it.A guest’s payment shows as failed
storekit retried the payment against PointOne and gave up, or PointOne rejected it. The store’s contact address receives an email with the bill, payment and reason. The guest has been charged in storekit but the till still shows the amount outstanding — settle the bill on the till using the email, and don’t charge the guest again. Contact support if you need the payment refunded.Still Stuck?
Contact Support
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PointOne Overview
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