Need help using the National Soft integration? In this article, find solutions to common errors and issues.
Error or issue | Solution |
Invalid PLU: one or more items in the order has a PLU that does not belong to this location's POS. | Sync your products and publish your menu again every time you make a change in the POS. If a location shares a menu built from another location's products, make sure all items are available at both locations. |
Invalid Discount PLU / Invalid Delivery PLU / Invalid Service Charge PLU. | Create the corresponding discount, delivery, or service charge product in your POS back office, then sync and set it in your channel settings. |
X is a variant, but the order does not contain a variation sub item. | Check the variant's configuration and make sure it has sub-items (variations) and that they are not all snoozed. |
POS doesn't support internal products. | This usually shows up on a Meal Deal with no sub-items. Delete the internal item from your menu and replace it with a valid POS item, making sure all variant and meal deal sub-items are built from POS products. |
NationalSoft reachable but takes too long to respond / no POS connection. | Check your on-site internet connection. If the issue persists, contact National Soft support to check for connectivity issues on their side. |
“No product sync data provided” during product sync. | Confirm your POS integration details (server and Company ID) are correct, and check that you have active items with PLU values set in your POS. |
“Location X does not have any channelLinks” during product sync. | Create a channel link for the location, then sync your products again. |
POS user credentials misconfigured. | Check that the Environment setting in your location settings is correctly set to Production. |
Orders not showing up on the POS. | Make sure the SoftRestaurant Movil app is open and running at all times on the POS, and check that the payment type in your channel settings is set to the only supported value (Pago desde la App). |
Order stuck in “NEW” status. | This happens when the SoftRestaurant Movil app isn't running on the POS. Orders stuck in NEW for more than 3 hours will auto-finalize, but you should keep the app running to avoid delays. |