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Why does my Uber Eats store show closed or paused?

Get your Uber Eats store open again when it shows closed or paused

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Written by Lucien Hopkinson

Quick answer: Check the Master POS is on, logged in, connected to the internet and Nomni POS is open. In Nomni Console, check Company Profile > Open Hours are right. Delivery apps use these hours. Then follow the steps below.

Use this guide if your store shows as closed or paused on Uber Eats while you are open, or Uber Eats orders stop coming in.

Before you start

  • Who: a manager.

  • Device: your Master POS, Nomni Console and the Uber Eats Manager app or website.

1. Check your POS and hours

  1. Check the Master POS is on, logged in, connected to the internet and Nomni POS is open.

  2. In Nomni Console, check Company Profile > Open Hours are right. Delivery apps use these hours.

  3. Go to Delivery > Delivery Menus, click Edit Menu Time Settings and check the menu's times cover now.

  4. Save, publish the delivery menu, then run a Master Sync on the Master POS.

What you should see: the delivery menu no longer shows as unsynced.

2. Check Uber Eats

  1. Open the Uber Eats Manager app or website.

  2. Check whether the store is paused. If it is, resume it.

  3. Check Uber Eats hasn't paused the store for missed or rejected orders. Uber shows the reason in its app.

3. Stop it happening again

  • Make menu and price changes in Nomni, then sync. See How to sync your delivery menu.

  • Keep Nomni POS open in the foreground on the Master and don't let it sleep.

  • Clear sold-out marks when items are back. A sold-out item can make Uber Eats reject orders, and too many rejections pause the store.

Sync your delivery menu

Follow these steps:

  1. Log in to the Nomni POS back end.

    Nomni POS Console Delivery Menus list

  2. Go to Delivery > Delivery Menu.

  3. Click the pencil icon next to the menu.

  4. Make your changes, such as adding items or changing prices.

  5. Save, then sync or publish the menu.

Uber Eats hours keep changing back

Nomni sends your trading hours to Uber Eats and DoorDash, so hours you change only in the Uber Eats Manager can be replaced. Change them in Nomni Console instead. Which hours are sent depends on your delivery menu:

  • Your delivery menu has its own time settings (Delivery > Delivery Menus > Edit Menu Time Settings): Uber Eats uses those times.

  • Your delivery menu has no time settings: Uber Eats uses your store opening hours. When you save your opening hours in Nomni Console, Nomni sends them to Uber Eats and DoorDash too.

  1. Log in to Nomni Console.

  2. Go to Delivery > Delivery Menus and click Edit Menu Time Settings on your Uber Eats menu to see whether it has its own times.

  3. If it does, set the right times there. If it doesn't, set your opening hours (see How to change your online store's opening hours).

  4. Click Save, then publish the delivery menu.

  5. Check the hours in the Uber Eats Manager after a few minutes.

If something goes wrong

  • Orders are rejected: see Uber Eats or DoorDash orders rejected or not coming through.

  • Uber Eats says the store is closed by Uber: contact Uber Eats support in the Uber Eats Manager app.

  • Still closed after these steps: contact us with the store name, the time and a screenshot of the Uber Eats status.

If orders are rejected

Follow these steps:

  1. Check the Master POS is on, logged in and connected to the internet.

  2. Check your store is open in the delivery app and your opening hours in Nomni Console are correct.

  3. Update Nomni POS from the App Store.

  4. On the Master POS, open Settings > Sync and tap MASTER SYNC.

Need help?

Email support@nomni.ai or message us from the chat in Nomni Console. Tell us your venue name, the device and what you have already tried.

You can also call 1300 445 483.

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