Need help using the Heartland integration? In this article, find solutions to common errors and issues.
Error or issue | Solution |
InvalidProduct: Invalid PLU. | One or more items in the order has a PLU that doesn't belong to this location's POS. Sync your products and publish your menu again, making sure every item exists for this location. |
X is a variant, but the order does not contain a variation sub item. | The variant is missing its sub-items. Check the variant's configuration and confirm its variations aren't all snoozed. |
Unsuccessful API response - “Internal server error”. | This typically indicates a Heartland outage. Contact Heartland support directly for an update or fix ETA, as this is on their end. |
POS is not reachable: HEARTLAND BAD_GATEWAY / reachable but slow to respond. | This is a connectivity issue with Heartland's cloud service. Contact Heartland support to check your connectivity. |
Invalid order while parsing: Missing House Account ID in the order payload. | Your payment tender and order destination settings aren't fully configured. Contact our support team to have these settings corrected in your channel configuration. |
Unsuccessful API response - “Some items in your cart are no longer available and have been removed”. | One or more ordered items fail Heartland's availability checks. Confirm each item is assigned to a Menu Group, is not marked out of stock, and has “Available Online” enabled at the item, section, and menu group level. If everything checks out, contact Heartland support. |
Order contains out of stock items: “Some of the items in your cart are out of stock”. | Snooze the out-of-stock item in Deliverect so it's removed from your online stores. You can also enable the “Snooze product if out of stock” location setting to do this automatically. |
Deliverect total does not match Heartland total. | The order total calculated by Deliverect doesn't match the total returned by the POS. Contact our support team to investigate the pricing mismatch. |
“Your selected order type is no longer available”. | The order type isn't scheduled to be available at the time the order was placed. Make sure all order types you offer online are available for all the hours you intend to take orders. |
Unsuccessful API response - “Invalid discount_id”. | The Discount ID isn't set in your channel settings. Contact our support team to have the correct Discount ID configured. |
Unsuccessful API response - “Unknown items[X] id: PLU”. | The item hasn't been enabled for online ordering in Heartland. Edit the item and enable “Allows this item to be seen by customers online”, checking location overrides if needed. |
Unsuccessful API response - “Delivery is not enabled for this location”. | Enable delivery for the location directly in your Heartland POS settings. |
Unsuccessful API response - “BadRequest” / “Found errors in json: BadRequest”. | An item isn't properly assigned to a Report Category, Section, and Group in the POS. Reconfigure the item under the correct category and section, then sync again. |
Found errors in json: Missing required ingredient for X. | A required modifier, size, or combo component wasn't selected. Check that your Deliverect menu matches the POS's Min/Max/Multimax settings for the modifier group named in the error. |
Found errors in json: The order time is not within valid operating hours for the given location. | Compare your POS opening hours with those set in Deliverect and align them. This can also happen if your POS “Lead Time” rounds an order's pickup time past closing — try removing Lead Time, extending POS closing hours, or reducing Deliverect's opening hours. |
“We have no connection to the restaurant at this time. If the issue persists, please contact the restaurant”. | No register/tablet has been designated to accept online orders, or the tablet is offline, asleep, or the Heartland app isn't in the foreground. Assign an iPad in your POS settings and make sure it stays connected and the app stays open. |
Found errors in json: Room of type “table_layout” are not permitted. | The Order Destination isn't configured correctly on the channel link. Contact our support team to correct this setting. |
Found errors in json: Delivery address could not be found. | Heartland requires a street address for delivery-type orders, and third-party-delivered orders don't include one. Enable the “Order with delivery by channel is pickup” channel setting so these orders are sent to Heartland as pickup instead. |
Found errors in json: Unknown size / Unknown modifier_id / Unknown ingredient_id. | The item, modifier, or ingredient no longer exists in your POS. Sync your products and publish your menu again to align everything with your POS. |