Troubleshoot Drive-Thru mode and fulfillment
If drive-thru fulfillment isn't appearing as an option, vehicle information isn't prompting, or the Drive-thru tab is missing from Order Manager, it can impact your drive-thru operations and order tracking.
This article provides troubleshooting steps for drive-thru mode and fulfillment method issues. Most configuration problems can be resolved with the suggested steps below to restore proper drive-thru functionality.
Before you begin
Drive-thru features require Premium or Plus tier subscriptions. Verify your subscription level before troubleshooting other issues.
If you have multiple locations, drive-thru fulfillment can be enabled per location. Check settings for each location separately.
Drive-thru features work with Food & Beverage modes on supported hardware (Register, iOS iPad, handheld, Terminal, Android POS with F&B mode).
Step 1: Verify subscription and POS mode
Confirm your account meets the basic requirements for drive-thru features.
Check subscription tier: Sign in to Square Dashboard and go to Settings > Subscription.
Verify Premium or Plus tier: Upgrade if you're on Free or Standard tier.
Confirm F&B mode: Ensure your POS is using Restaurant, FSR, or Drive-thru mode (not Retail or Standard mode).
Check device compatibility: Verify you're using supported hardware with F&B capabilities.
If subscription or mode requirements aren't met, resolve those first. If requirements are satisfied but drive-thru options still don't appear, move to Step 2.
Step 2: Enable drive-thru fulfillment method
Configure drive-thru fulfillment at the location level to make it available on all devices.
Sign in to Square Dashboard.
Go to Settings > Account & Settings > Fulfillment Methods > Point of Sale > Manage By Location.
Find Drive-thru in the list of fulfillment types.
Toggle Drive-thru on for locations where you offer drive-thru service.
Click Save.
Start a new order and tap Actions > Fulfillment method to verify Drive-thru appears.
If Drive-thru fulfillment now appears, move to Step 5 to test vehicle information. If it's still missing, continue to Step 3.
Step 3: Configure Drive-thru mode (optional)
Set up dedicated Drive-thru mode for devices that should always have drive-thru fulfillment available.
Create Drive-thru mode:
In Dashboard, go to Settings > Device settings > Modes.
Click + Create mode.
Select Drive-thru as the mode type.
Name the mode (example: "Drive-thru window" or "Drive-thru Lane 1").
Review settings - drive-thru fulfillment method is automatically attached.
Choose locations that can use this mode (optional).
Click Save.
Assign mode to devices:
Go to Settings > Device settings > Devices.
Select your drive-thru POS device.
Find Mode setting and choose your Drive-thru mode from the dropdown.
Click Save.
Verify the device shows as using Drive-thru mode.
If Drive-thru mode assignment doesn't resolve the issue, move to Step 4.
Step 4: Check Order Manager integration
Verify that Order Manager displays drive-thru orders and the dedicated Drive-thru tab.
Drive-thru tab requirements:
At least one drive-thru fulfillment method must be configured on your device or enabled at your location.
Drive-thru tab is not available on Android SPOS (use Restaurant mode instead).
Troubleshoot missing Drive-thru tab:
Refresh Order Manager or restart the application.
Verify fulfillment method is enabled using Steps 2 or 3 above.
Check device mode - switch to Restaurant mode if using Android SPOS.
Create a test drive-thru order to populate the tab.
Check order display:
Create a drive-thru order with vehicle information
Verify order appears in both All Orders and Drive-thru tabs
Confirm vehicle details show in order information
If Order Manager issues persist, move to Step 5.
Step 5: Test vehicle information collection
Ensure the system properly prompts for and displays vehicle details.
Start a new order on your POS.
Add items to the cart.
Tap Actions > Fulfillment method.
Select Drive-thru.
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Check for vehicle prompts:
Vehicle color options (Black, White, Silver, Gray, Red, Blue, Green, Gold, Purple, Orange, Brown, Other)
Vehicle type options (Sedan, SUV, Truck, Van, Coupe, Station Wagon, Other)
Enter vehicle information and complete the order.
Verify display in Order Manager and on kitchen tickets.
If vehicle prompts don't appear:
Confirm you selected Drive-thru fulfillment (not a legacy dining option).
Restart the POS app and try again.
Check that you're using the new fulfillment system, not legacy options.
If vehicle information doesn't display:
Check kitchen tickets for vehicle info in the subtitle area.
Verify Order Manager shows vehicle details in order information.
Test with different vehicle selections to confirm the system is working.
If vehicle information testing reveals ongoing problems, contact Square Support with specific details about which steps failed.