Stream Troubleshooting

Common Stream problems and how to fix them. If you’re still stuck, contact storekit support.

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Connection

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”Stream” isn’t on my Integrations page

That’s expected. Stream is connected from Stream, not from the storekit dashboard, and its Stream Integration settings page is only shown to storekit staff. Start the connection in Stream — see Connecting Stream — and ask support for any storekit-side settings.

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My store isn’t offered when connecting the location in Stream

Stream only lists the stores you granted on the consent screen:

• If you turned off Access all available venues and picked stores, the missing store wasn’t selected. Reconnect from Stream and include it.
• If Access all available venues was on, your storekit login can’t see that store. Ask an account owner to grant your user access to it (or connect with a login that has it), then reconnect.

Stream identifies each store by its name and address, so make sure the address is saved on Stores → your store → Settings → General before connecting.

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I connected the wrong storekit store

Disconnect the location in Stream — this clears the store’s POS provider in storekit — then connect the right one. Orders placed on the wrongly connected store in the meantime were sent to Stream.

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Orders stopped going to Stream after I connected another POS

A store has one POS provider. Connecting a different POS integration to the store replaces Stream; connecting the location again in Stream sets it back.

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Menu Sync

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I published in Stream but storekit hasn’t changed

• The import runs in the background after Stream notifies storekit — allow a few minutes.
• If another import for the same menu was still running when you published, the new publish was skipped. Publish again once the first import has finished (the lock lasts up to 30 minutes).
• Check that the store you published for is the one connected in Stream.
• If it still hasn’t updated, contact support to request a re-publish with Refresh Menu.

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There’s no Sync button on the menu

There isn’t one for Stream. Stream pushes the menu when you publish; storekit has no way to pull it. Support can click Refresh Menu, which asks Stream to re-publish.

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I can’t add a category or item in storekit

The menu is managed by Stream — adding one shows You can’t add a new category here. Please create new items in your POS. Add it in Stream and publish.

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An item or modifier is missing after a publish

• The item, or a modifier it uses, wasn’t in the published file for that menu. Check it’s assigned to a category on that Stream menu and published.
• Items removed from the Stream menu are deleted from the storekit menu on the next publish, so a missing item is usually one that was removed in Stream.

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Item prices are wrong for one menu

Stream menu-specific price overrides are applied only when active for that menu. Check the override in Stream and publish again.

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Allergens are missing on some items

storekit maps Stream’s allergen codes to its own allergen tags; codes it doesn’t recognise are skipped. Ask support which codes aren’t mapped.

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Orders

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Orders aren’t reaching Stream

• Check the store is connected to Stream, not another POS — see Connection above.
• If Buffer Orders is on, pre-orders are held until Buffer Value minutes before the fulfilment time (or the store’s prep-time-based release). Check the order’s requested time before assuming it’s stuck.
• An order that failed before Stream accepted it shows Failed with no failure reason — Stream refused the request. Open the order and click More actions → Resend order to POS to try again.

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An order is Failed with a reason from Stream

Stream accepted the request, but the POS failed the order and Stream reported why. The reason is stored against the order word for word and emailed to the store. Because Stream has already accepted the order, Resend order to POS is refused for it (see below) — fix the cause at the POS (for example an item that no longer exists there) and key the order in there by hand.

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Resend order to POS says the order was already sent

This order has already been sent to the POS. Resending it would create a duplicate POS order. means Stream has already accepted the order, including orders the POS later failed. Look for it at the POS rather than resending.

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I’m not getting failed-order emails

The email is sent only when Stream reports a failure (not when Stream refuses the request), and goes to the addresses in Email address on Stores → your store → Settings → General — the first as recipient, the rest as blind copies. If that list is empty, no email is sent. The address you log in with receives nothing unless it’s in that list.

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The order is on the ticket under a placeholder name or phone

Orders placed without a name are sent with Placeholder as the name, and orders without a phone number with +447700900000, so the POS always has a contact. Turn on the relevant checkout fields in storekit if you need real values at the POS.

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The order reached the POS but the table is wrong

storekit sends the table’s number (or its name when no number is set), not its POS ID. Check the table on Stores → your store → Settings → Tables — see Dine-in.

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Customers weren’t told the order was ready or completed

Stream must send the ready_for_pickup, out_for_delivery or completed status for storekit to update the order and notify the customer; other Stream statuses are ignored. Check in Stream that the POS is reporting those statuses for the location.

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Stock & Availability

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Sold-out items are still orderable

• Availability updates are matched on the item’s Stream ID. If the item was replaced in Stream (a new ID), publish the menu so storekit has the new item.
• Stock counts are applied only while Sync Inventory is on. Ask support to check it.
• An item family turned back on in Stream doesn’t re-enable its variations — each variation is re-enabled individually as Stream reports it.

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Items I made unavailable in storekit came back

Stream is the source of availability for the menu. Turn the item off in Stream instead.

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The store is Offline or snoozed and I didn’t do it

Stream paused the location — see Pausing the Store From Stream. A pause with an end time shows Reopens … on Stores and lifts itself; a pause without one leaves the store Offline until Stream resumes the location. Resume it in Stream, or turn the store back on in storekit.

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