Hubrise web orders are not coming through to POS?

Please follow the steps below

1. Sync your menu - If you have made any menu changes and are connected to Live Pepper or Hubrise, then follow the steps in this article first: https://mob.freshdesk.com/solution/articles/13000040765-how-do-i-sync-my-menu-with-hubrise-
2. If this doesn’t resolve the issue, then check that your main POS terminal that is configured to accept Online Order is switched on
3. If you have completed this step, then check the My Order Box, backoffice (go.myorderboxhq.com) to see if the order is there and it’s status – you can do this from the Order History report.
4. If it isn’t there either, then Login to Hubrise (manager.hubrise.com/login) – to verify it’s the order is there
5. Orders in Hubrise will have the status New, or Accepted. 
6. If the Status is New, 
7. 1. Click on the order ID
   2. Scroll down to Logs
   3. Select the My Order Box client and check the response code and open the log
   4. Scroll down to the Response and check the error
   5. If it a missing product or attribute, you will need to sync your menu again.  
   6. If this does not resolve your issue, then contact Live Pepper for support
7. If it is Accepted, then it will be in the My Order Box, backoffice
8. Check that the internet connection to the POS terminal is working
9. If this still doesn’t solve the issue then please liaise with a Support colleague by raising a ticket at support@myorderboxhq.com 

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(If status is 'Awaiting Shipment-go to step 3. If the order is present and processed in the back office, contact hubrise/livepepper to query why the rejected order notification was sent).

Updated on: 05/06/2023