In this article, you can find solutions to some of the more common issues when using the Grubhub integration.
Issues shown on the Orders page
Error message or issue | How to resolve |
Orders intermittently fail to update status with a repeated server error from Grubhub. | This is usually a temporary connectivity issue on Grubhub's side. If it continues, contact our support team. |
Issues shown on the Operation reports page
All non-order-related issues are found on the Operation reports page. This includes menu publishing, busy mode, and snoozing.
Menu publishing
Error message or issue | How to resolve |
Menu import fails with an unauthorized/credentials error. | Your store needs to be fully staged with Grubhub before the menu can be imported. Contact our support team to check your store's status. |
Activation fails right after a menu publish. | Wait about 5 minutes after publishing your menu before activating, then try again. |
Activation fails because Grubhub can't find your menu. | Publish your menu manually and try activating again. |
Menu updates are blocked with a message that menu push is restricted for your store. | Your Grubhub store was configured not to allow menu updates. Contact our support team to confirm this should be turned back on. |
Your Grubhub store shows as suspended or inactive and menu updates fail. | Your store was suspended in Deliverect. Contact our support team to reactivate it, then publish your menu again. |
Menu push fails with an unauthorized error. | Your store needs to be fully staged with Grubhub before a menu can be published. Contact our support team to check your store's status. |
Menu publish fails because a tax rate is too high. | Grubhub caps how high a tax rate can be. Find and correct the invalid tax rate on the item named in the error, then republish your menu. |
Busy mode
Error message or issue | How to resolve |
Busy mode fails because you're trying to open/close your store outside of its regular operating hours. | Busy mode can only be applied during your store's normal operating hours on Grubhub. |
Busy mode fails with an unauthorized/credentials error. | Your store needs to be fully staged with Grubhub before busy mode can be used. Contact our support team to check your store's status. |
Other
Error message or issue | How to resolve |
Diners can't leave order or item notes on Grubhub. | Grubhub disables both order-level and item-level notes by default. You can ask Grubhub to enable these fields for your store. |
Menu updates (item removal, price changes, etc.) aren't reflecting on Grubhub. | Updates usually appear within 10-15 minutes, but can take longer during high-traffic periods. Common causes of failed updates include duplicate categories/items/modifiers, incorrectly configured items, or blank menu fields – check your menu for these before republishing. |
Your store hasn't received any Grubhub orders in a while. | Try sending a test order from the Grubhub for Restaurants portal. If a test order doesn't reach your system, contact our support team. |
Orders aren't reaching Deliverect from Grubhub at all. | This is usually because the location isn't fully configured for the integration or ordering hasn't been switched on yet. Contact our support team to check your store's status. |
Grubhub can't push average preparation time updates from Deliverect. | Average preparation time must be updated directly in your Grubhub restaurant admin dashboard. Item-level preparation time can be sent from Deliverect. |
Catering or Team Ordering isn't available. | Grubhub Catering and Team Ordering aren't supported through the integration. |
You need more than one menu (e.g. lunch and dinner) on Grubhub. | Grubhub only supports a single menu; use category availability instead of multiple menus. |
Your menu has a very large number of products. | Grubhub supports a maximum of 5,000 total products including images; menus larger than this can fail to process. |