> ## Documentation Index > Fetch the complete documentation index at: https://storekit.com/docs/llms.txt > Use this file to discover all available pages before exploring further. # PointOne Troubleshooting > Fix common PointOne problems: settings that will not save, menu syncs that miss products, orders that fail, and QR codes that show no bill. Common PointOne problems and how to fix them. If you're still stuck, [contact storekit support](/docs/getting-started/contact-support). ## Connection ### "PointOne" isn't in my Integrations list The integration isn't enabled for your account. [Contact support](/docs/getting-started/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](/docs/guides/integrations/pos/pointone/connect). ### 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](/docs/guides/integrations/pos/pointone/menu-sync#allergens) 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](/docs/guides/menu/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](/docs/guides/integrations/pos/pointone/orders#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](/docs/guides/integrations/pos/pointone/pay-at-table#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](/docs/getting-started/contact-support) if you need the payment refunded. ## Still Stuck? Reach the storekit support team Back to the PointOne guides ## Related topics - [PointOne Orders](/docs/guides/integrations/pos/pointone/orders.md) - [PointOne POS](/docs/guides/integrations/pos/pointone/overview.md) - [PointOne Menu Sync](/docs/guides/integrations/pos/pointone/menu-sync.md) - [PointOne Pay at Table](/docs/guides/integrations/pos/pointone/pay-at-table.md) - [Connecting PointOne](/docs/guides/integrations/pos/pointone/connect.md)