Error message or issue

How to resolve

You see an “unauthorized to do changes” error.

This usually means your test credentials are being used in a live store, or vice versa. Contact our support team to confirm the correct credentials are set up for your environment.

You see a “Can't change order status” error.

This happens when an order was already accepted on the Jahez tablet or dashboard instead of through Deliverect. Once you're integrated, stop accepting orders on the Jahez tablet or dashboard – all order handling should go through Deliverect to avoid failed orders.

Error message or issue

How to resolve

Menu updates are blocked and won't go through.

Your store was set up to block menu updates. Contact our support team so we can confirm and turn this off for you.

Menu publish fails because the store is suspended or inactive.

Your store isn't active in Deliverect. Contact our support team to confirm your subscription and reactivate your connection.

Menu publish fails with a connection or timeout error.

This is usually a temporary issue. Wait a few minutes and try publishing your menu again. Contact our support team if it continues.

Menu publish fails with a “Forbidden” or access error.

This usually means your test credentials are being used in a live store, or vice versa. Contact our support team to confirm the correct credentials are set up.

Menu publish fails because the menu has no products or no categories.

Your menu can't be published empty. Make sure it has at least one category with products in it, then republish your menu.

Menu publish fails with a “does not support brand-level menu push” error.

Turn on Jahez's Catalog Mode setting in your menu's Bulk Edit screen, then republish your menu. This enables the newer publishing method Jahez now requires.

Error message or issue

How to resolve

You want to open or close your store (busy mode) on Jahez.

Deliverect can no longer open or close your store on Jahez. Any request to open or close your store must be made directly with Jahez, not through Deliverect.

Your store doesn't appear on the Jahez app.

Even when everything is set up correctly, your store may not show up on the Jahez app. Ask Jahez to set your store's visibility status back to “Visible.”

Your Jahez menu isn't showing any items.

This usually means your menu hasn't been published yet. Publish your menu from Deliverect. If items still don't appear, contact our support team.

Images aren't displaying correctly on Jahez.

Jahez only supports JPG or PNG images, up to 500KB, sized 300 x 600 pixels. Check that your images meet these requirements and re-upload if needed.

Some menu translations aren't showing on Jahez.

Jahez only supports English and Arabic. Any other languages won't be sent through.

An order seems to be missing.

Ask Jahez support to check whether the order shows as an “integration order” on their portal. If it doesn't, the order wasn't sent through the Deliverect connection – this can happen if your menu wasn't fully switched over, or if your store's integration was briefly disconnected (changes can take 10-45 minutes to take effect). Contact our support team if this keeps happening.