Troubleshoot DoorDash and Uber Eats integration with Square
Square’s new integration with Uber Eats and DoorDash provides a more streamlined and user-friendly experience than previous integrations. We strongly recommend migrating to the new integration for the newest features, best performance, and troubleshooting support provided by Square. If you are on the older integration, you must reach out to Uber Eats or DoorDash for troubleshooting assistance.
If you are unsure which integration you have, you can check by logging onto your Square Dashboard.
On your Square Dashboard, navigate to Account and Settings > Online sales channels. If you see either Uber Eats or DoorDash, you are on the newest version of the integration.
On your Square Dashboard, navigate to Account and Settings > App integrations. If you see either Uber Eats or DoorDash, you are on the older integration and need to switch to the newer version. Learn how to set up Uber Eats integration with Square and set up DoorDash integration with Square.
Troubleshoot set-up and onboarding
If you encounter an issue during the set up process for your DoorDash or Uber Eats integration, check the following:
Both DoorDash and Uber Eats require you to have an account with them prior to connecting your Square account through the integration.
Ensure you have at least one menu created in your Square account.
If you have attempted to onboard previously but didn’t complete the process, this may prevent you from attempting to onboard a second time. If you are unable to complete the onboarding process due to this error, please reach out to DoorDash (mxpsupport@doordash.com) so they can clear the existing in-progress onboarding.
Troubleshoot missing items
If items are missing and not appearing on your DoorDash or Uber Eats menu, check the following:
On your Square Dashboard, navigate to Items and Orders > Menu. If the item is not listed in the menu, click Add. If the item is in the menu, click it to open the Edit item page and check the following:
Check the available stock. If an item’s stock reaches zero or if it is manually marked as out of stock, DoorDash will remove it completely, instead of listing it as sold out.
Click Locations and ensure the location that is assigned to DoorDash or Uber Eats integration is selected.
Under Where it’s sold, ensure DoorDash or Uber Eats is enabled.
Under Fulfillment, select Online fulfillment methods > Edit and ensure Pickup and Local delivery are selected.
Click Save.
If multiple items are missing and need to be updated, you can update items in bulk.
On Square Dashboard, go to Item library.
Click the checkmark boxes next to the items' names, or click the top box to select all items.
In the bottom right corner, click Actions and select the action you need: Update site visibility, Update sales channels, or Update fulfillment methods.
Confirm your change.
Troubleshoot missing menus
If your menu is not displaying on your DoorDash or Uber Eats store, check the following:
On your Square Dashboard, navigate to Items and Orders > Menu.
Select the menu that is missing and click the three dots next to the menu’s name > Edit menu.
Click Locations > Edit to check the menu’s availability. Ensure it is assigned to the location that is linked to your DoorDash or Uber Eats integration.
Click Done > Save.
Troubleshoot the appearance of your menu on DoorDash or Uber Eats
There may be some differences in the appearance of your Square menu on DoorDash or Uber Eats. The majority of these differences are normal and do not require troubleshooting. Below is a list of differences between the three platforms and a short explanation.
Item description: The text that describes menu items will be different across platforms. DoorDash and Uber Eats do not support bold, italics, and underlined text. Line breaks or spaces between lines are not supported, which may cause your item description to appear as one large paragraph.
Sorting order: The order in which items and item modifiers are listed are different from how they appear in Square. DoorDash and Uber Eats have their own sorting algorithm for items inside a category that are ranked based on popularity and order volume. Item modifiers that are required to add an item to the cart are placed at the top.
Subcategories: DoorDash and Uber Eats do not support nested subcategories so any nested subcategory will be flattened when sending categories to DoorDash.
Manage your DoorDash and Uber Eats account
Although DoorDash and Uber Eats integrate with Square, their account-specific features and services are managed by them directly. If you reach out to DoorDash support or Uber Eats support, ensure you receive a support ticket number that can be shared with Square support.
For DoorDash specific questions relating to:
Refunds
DoorDash account billing and fees
DoorDash marketplace facilitator taxes
Customer contact information
Dasher contact information
Promotions and customizations for your DoorDash store
Please browse the DoorDash Help Center or Contact the DoorDash Support team.
For Uber Eats specific questions relating to:
Refunds
Uber Eats account billing and fees
Uber Eats marketplace facilitator taxes
Customer contact information
Promotions and customizations for your Uber Eats store
Please browse the Uber Eats Help Center or contact the Uber Eats Support team.