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This is the single most common Syrve order failure. It always comes back to the same thing: Syrve Cloud holds the order for your terminal group, and the till wasn’t online to collect it. storekit sends the order to Syrve Cloud successfully. If the till is off, out of the Syrve app, or disconnected from Syrve Cloud — what Syrve calls a sleeping terminal group — the order never lands, Syrve times out after a few minutes, and the order is marked failed in storekit. Nothing is wrong with your storekit setup, your menu, or your mappings. The fix is to get the till back online.

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Errors That Mean This

Open the order in storekit (Live Orders or All Orders → the order) and read the red banner: Something went wrong sending this order to the POS: …. Either of these reasons is this problem: You can see the same state before any order fails: on Stores → your store → Settings → Integrations → Syrve, a sleeping terminal group shows an (asleep) suffix next to its name in the Terminal Group dropdown.

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What storekit Does On Its Own

  • storekit watches for Syrve’s confirmation for about 5 minutes after sending (webhooks and polling both count).
  • The first definitive failure marks the order Failed — there are no automatic re-sends for Syrve — the store’s failed-order alert goes out, and the reason is recorded on the order.
  • The customer’s order still completes; you never lose it.

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Wake the Till

On the till (or tills) in the terminal group that receives online orders:
  1. Power the till on and open the Syrve POS app. It must be running and logged in.
  2. Check its connection to Syrve Cloud. A till that works locally but has lost its internet connection is still asleep as far as online orders are concerned — fix the network and let it reconnect.
  3. Confirm the group is awake: reopen Stores → your store → Settings → Integrations → Syrve and check the Terminal Group dropdown no longer shows (asleep) against your group.

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Then Deal With the Failed Order

Every failed order offers a re-send: open it (Live Orders or All Orders → the order), click More actions → Resend order to POS, and confirm.
A re-send recovers orders that never reached Syrve — a configuration gap, or Syrve rejecting the request outright. An order that timed out on a sleeping till already exists inside Syrve in an error state, and Syrve rejects the re-send as a duplicate (“Order already exists”) — ring that order into the till manually, or contact support.

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Confirm You’re Recovered

  • Place a small test order and check it lands on the till.
  • Watch Live Orders for a few minutes — new orders should move to Accepted, not Failed.

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Stop It Happening Again

Treat the till that receives online orders as infrastructure:
  • Keep it powered and on the Syrve app for the whole of service — a till that’s shut down overnight and opened late fails every early order.
  • Give it stable internet. A till at the edge of Wi-Fi coverage drops its Syrve Cloud session intermittently.
  • Glance at the Terminal Group dropdown when something feels off — the (asleep) suffix is your early warning before any order fails.

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Still Failing

If the till is on, logged in, connected, and the terminal group shows awake, but orders still fail: