Error message or issue

How to resolve

A discount, delivery fee, or service charge isn't being sent through to your POS.

This happens when the matching item hasn't been set up in your channel settings. Contact our support team for guidance on creating and mapping these items.

Error message or issue

How to resolve

Menu publish fails because the menu type is “Eat-in.”

Menulog doesn't support “Eat-in” menus. Change your menu type in Deliverect to “Delivery”, “Pickup”, or “Delivery & Pickup”, then republish your menu.

Menu publish fails with an authorization or configuration error.

Your integration likely isn't fully live yet, or there's a setup issue on Menulog's side. Contact our support team so we can check your go-live status.

Menu publish fails because of a “4 level items detected” error.

Menulog only supports modifiers nested up to three levels deep. Remove one layer of nesting from the affected item and republish your menu.

Menu publish fails because a price is negative.

Menulog doesn't allow negative prices. Check your products for any item priced below zero, correct it, and republish your menu.

Menu publish fails due to a problem with menu availability times.

Menulog only supports up to two time slots per day for a menu. Check your opening hours and category availability settings, and reduce them to a maximum of two non-overlapping time slots per day. If you need more complex scheduling, use the Menu Schedule feature instead.

Menu publish fails with a configuration error on Menulog's side.

This points to a setup issue with Menulog rather than with your menu. Contact our support team so we can follow up with Menulog on your behalf.

Menu publish fails with “no API found with those values.”

Your store's connection details appear to be incorrect. Contact our support team so we can verify and correct your integration details with Menulog.

Error message or issue

How to resolve

Busy mode fails with a 404 error, or the store status won't update.

Your store may not yet be enabled by Menulog for remote status changes, or isn't fully live yet. Contact our support team so we can check with Menulog.

Error message or issue

How to resolve

Orders take a while to show up in Deliverect after appearing on the Menulog pad.

By default, Menulog only releases an order to Deliverect once a rider has been assigned, which is more accurate for pickup timing but can create a short delay. Contact our support team if you'd prefer orders released as soon as they're accepted instead, though note this can make pickup times less accurate.

Orders are printing twice – once on the Menulog pad and once on your POS/DMA.

This happens when both devices are connected to a printer. Disable printing on whichever device you don't want receipts from.

The pickup time shown on the Menulog pad doesn't match the time shown in Deliverect.

Deliverect always displays the pickup time that was sent with the original order. Menulog doesn't send updated pickup times afterward, so the two can drift apart. This is expected behavior.

Preparation time shown to diners on Menulog is too short or too long.

Deliverect doesn't control the preparation time shown to diners on Menulog. Contact Menulog support directly to adjust it.

Your store shows as offline on Menulog.

Check that your Menulog pad is switched on, and that the store hasn't been closed via the order pad, driver app, or a partner center request. If everything looks correct on your end, raise this with Menulog support.

Orders suddenly stop coming through entirely.

Menulog blocks the integration if an order includes an item that doesn't match their latest stored menu – usually caused by menu changes made directly on the Menulog portal, or by a scheduled menu switch. Publish your menu again to resync both platforms and resume receiving orders.

Product images aren't showing up online.

Menulog manually reviews and approves images, which can take 24-72 hours, and images must follow their guidelines. If it's been longer than that, contact Menulog support directly.

The wrong image shows up on a product.

Menulog matches images by product name, so two different products with the same name will share one image. Give each product a unique name, such as “Strawberry Milkshake” and “Strawberry Ice Cream.”

Optional modifier groups are showing as required to diners.

Menulog has limited support for nested modifiers – if your menu has any nested modifiers, all modifier groups may show as required, even ones set to optional. As a workaround, add a free “No thanks” option to each optional modifier group so diners can still complete their order.