Troubleshooting and integrating new stores

Restaurant partners have a standard threshold* set to two unfulfilled orders before auto-pausing (special configurations may apply*). Unaccepted orders come from when your POS denies an order and the order is not then manually accepted via the Order Manager, or when we didn’t receive any action from your POS (no endpoint calls) so an order gets automatically marked as unaccepted after 11.5 minutes. Another use case of when a store pauses, is when having 2 Courier Cancellations At Restaurant, as this would mean the courier arrived at the restaurant but the order wasn’t there, after two orders experience this issue consecutively, the auto-pause is triggered.

You may notice your store is paused after experiencing an unusual amount of time not receiving orders retrieving the store's status with the Get Store Status endpoint or by checking it manually by opening the Uber Eats Order Manager. See below for information on how you can solve this.

• Set Store Status Endpoint - Store Status Endpoint sets the online or paused status of a restaurant. You can set your restaurant back to online through this endpoint when it is automatically paused. Learn more here.

• Uber Eats Order Manager/Tablet - Log in to the Uber Eats Order Manager and manually unpausing it.

• Restaurant Support - For live support with active orders such as: issues with an order, adjusting delivery address or general incident reporting you can use the telephone number, which is available 24h.

Phone Number: 8000440217

For issues not related to a live order, please use our WhatApp support. Some examples are: solving issues with your account, finalized orders review, updating menu, general inquiries about the app and order management. This channel is available from 8:00 am to 10:00 pm http://wa.me/5215549999129

First, make sure you identify the source of the outage:

• Proprietary infra/store-level issues, such as store connectivity
• Tech Level/Server Issues (Aggregator/Integrators if applicable)

Once your issue has been identified, please let us know as soon as possible through the form by selecting the Outage category, mentioning all the impacted Store UUIDs.

If your integrator or you need assistance from our Support team for running tests or general questions they may add their request on the Additional Info Field.

Lastly, once your issue is resolved, refer to the ‘My store is paused’ FAQ above and follow the process to resume your stores' orderability. Let us know once the issue is resolved with as much details as you can provide.

Uber last extended its infrastructure and public IP addresses on Mar 31, 2023. If your webhook is not receiving the order events, we invite you to make sure that your application allowlist​ is configured with the updated Uber IP addresses.

If you have any questions please contact our Global Tech Support team to request the latest IP allowlist, by selecting the category “API/How do I..?” in our support form.

Help us ensure optimal performance by following the best practices for endpoint usage. An excessive number of requests may hit the rate limit, challenging your operational capabilities.

If you have any questions regarding endpoint rate limits, please contact our Global Tech Support team through the form.