Troubleshoot your ordering profile
Issue overview
If your ordering profile isn't displaying correctly, items are missing, or orders aren't processing as expected, you can resolve most issues by checking your menu configuration, channel assignments, and ordering profile settings. This article provides troubleshooting steps for common Neighborhoods ordering profile issues.
Before you begin
Try to troubleshoot during off-peak hours to avoid disrupting service.
You can troubleshoot from Square Dashboard.
If you've completed all troubleshooting steps and the issue persists, contact Square support.
Step 1: Verify your ordering profile is enabled
Sign in to Square Dashboard and go to Online > Ordering profile.
Confirm ordering is toggled on.
Confirm at least one location is enabled for pickup or delivery under Pickup and delivery.
If your ordering profile is enabled and locations are set up, move to step 2.
Step 2: Check your menu and channel assignments
Sign in to Square Dashboard and go to Items & services (or Items & menus or Items & inventory) > Menus.
Select the menu assigned to your ordering profile.
Confirm the menu has the Ordering Profile channel selected.
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If specific items are missing, select each item and confirm:
The Ordering Profile channel is assigned at the item level.
The correct location is assigned to the item.
Learn how to manage menus on your online ordering profile.
If your menu and items are correctly assigned, move to step 3.
Step 3: Verify your ordering profile hours
Sign in to Square Dashboard and go to Online > Ordering profile > Pickup and delivery.
Confirm your pickup and delivery hours are set correctly.
Note: Changes to your Square Online pickup/delivery hours do not automatically apply to your ordering profile. Update each separately.
If your hours are correct, move to step 4.
Step 4: Check order source for processing fee issues
If you think you were not charged the correct processing fee, check the order source in Square Dashboard. Only orders placed directly in Cash App qualify for the 1% processing fee. Orders placed on your web profile or in-store do not qualify, even if the buyer pays with Cash App.
Sign in to Square Dashboard and go to [BOLD: Payments & orders] (or Payments & invoices or Payments) > Transactions.
Search for the specific order.
Check the order source.
If the order source shows Cash App and the fee is still incorrect, contact Square support. Understand Neighborhoods fees and payments.
Contact Square support
If the above steps don't resolve your issue, contact Support for additional help.