What you'll see
Your store shows as paused on a delivery app. You may have received an email from Stream with a subject like Your DoorDash Store Has Been Paused. The email is sent to the people who are subscribed to pause alerts for the location.
In the Stream dashboard, a paused delivery app shows a pause icon on a faded logo at the top of the Menu page. A paused store takes no orders until it is resumed. Menu updates still go out while it is paused. See What do the status icons mean?
What it means
Your store can be paused by three different parties. The pause email tells you which one. Look at the Paused by: line. The email also shows how long the pause lasts (Duration) and the delivery app's own wording (Reason).
The delivery app paused it. The email says
Paused by: DSP Platform. Stream did not make this pause. Stream shows you the status that the delivery app reports.Your POS paused it. The email says
Paused by: POS Platform. Your POS told Stream that the store could not take online orders, so Stream paused your delivery apps.Someone with access to your Stream account paused it. The email shows that person's email address after Paused by:. You can also see who in Settings > Audit Log.
Good to know: the email says you can resume the store from Pause Menu > Unpause. That is correct for a pause made in Stream. It may not work for a pause made by a delivery app, because the app can pause the store again.
How to fix it
If the delivery app paused it
Only the delivery app can lift its own pause. Resume the store in the delivery app's own tools, or contact the delivery app. Do not keep unpausing in Stream. The delivery app can pause the store again.
Match the Reason in your email:
DoorDash: Too busy / understaffed. Someone paused the store with the Pause button on the DoorDash tablet. Resume it on the tablet, or wait for the pause to end.
DoorDash: Tablet is off. DoorDash could not reach its tablet. Check that the tablet is on, charged and connected, and that the Order Manager app is open. The pause lifts when DoorDash sees the tablet again.
DoorDash: Multiple Dashers reported your store as closed, or Incorrect Store Hours. If your hours changed, update them in the DoorDash Merchant Portal or on the tablet.
DoorDash: High Wait In Store. DoorDash pauses the store for 30 minutes. You can resume it in the DoorDash Merchant Portal or on the tablet (Kitchen Status).
DoorDash: Kitchen Capacity Reached. This is a setting in your own DoorDash account. The pause lasts 15 minutes and ends by itself. Change or turn off the capacity setting in DoorDash if you do not want it.
DoorDash: Automated Temporary Deactivation due to High Avoidable and/or POS Cancellation Rate. DoorDash paused the store automatically because orders failed or were cancelled. Fix what is making orders fail first. Then log in to the DoorDash Merchant Portal and click Resume. Contact Stream if you need help finding why orders failed (see the end of this article).
DoorDash: Failed payments governance hold, Fraudulent Store, or another account, quality, payment or safety reason. This is a DoorDash decision. Stream cannot see DoorDash's review and cannot lift it. Contact DoorDash merchant support.
Uber Eats: PAUSED_BY_RESTAURANT. Someone paused the store in Uber's own tools. Resume it in Uber Eats Manager or on the Uber tablet.
Uber Eats: PAUSED_BY_UBER (UNFULFILL_RATE). Uber paused the store after orders went unfulfilled. Fix what is making orders fail first. Then resume the store in Uber Eats Manager.
Uber Eats: INVISIBLE. This status comes from Uber, not from Stream. Uber normally sets it when it deactivates a store, and it does not explain the reason to integration partners like Stream. Contact your Uber Eats account manager or Uber merchant support. They can tell you why Uber deactivated the store and can reactivate it.
Uber Eats: any other PAUSED_BY_UBER reason. This is an Uber decision. Contact your Uber Eats account manager or Uber support.
Grubhub. Grubhub paused the store. Contact your Grubhub representative.
How long it lasts: a pause with an end time lifts at the time the delivery app set. DoorDash also ends any pause after 14 days. For a longer closure, contact DoorDash or set it in the DoorDash Merchant Portal.
If your POS paused it
Stream pauses your delivery apps when your POS says the store cannot take online orders. Stream unpauses them when your POS reports the store as online again.
Toast: Toast reports this when online ordering is turned off in Toast, or when Toast loses contact with the restaurant. Turn online ordering back on in Toast. See (FAQ) My Store Says Paused By POS (Toast) and (FAQ) Pausing 3rd Parties Ordering Channels Using Toast POS.
Other POS: check why your POS reported the store as offline or inactive. Your POS provider can help with this.
Good to know: when your POS reports the store as online, Stream unpauses your delivery apps. This also unpauses apps that you paused yourself in Stream. To keep a delivery app closed, pause it again after the POS reopens, or close it from your POS.
If someone in your account paused it
Check Settings > Audit Log to see who paused the store and when.
Open Pause Menu and select Unpause. See How to Pause your Delivery/Online Ordering Channels.
Owners, Admins and Managers can pause and unpause. Team Members cannot. If you do not see the Pause button, ask an Owner or Admin on your account.
If the delivery app shows paused but Stream shows your store as open
Stream checks Uber Eats and DoorDash for store status about every 5 to 10 minutes. A change made directly in those apps can take that long to appear in Stream. It can take much longer when the app limits how often Stream can check. Stream also does not see every change made directly in other delivery apps. Stream does not remove a pause that was set in a delivery app. Check the store in the delivery app's own portal and resume it there, or contact the delivery app.
Still seeing a paused store, or it keeps pausing again? Contact Stream Support at [email protected] with your Stream location name, the delivery app and its store ID, the time the pause started (with your time zone), and the pause email from Stream. If the email says Paused by: something other than the delivery app, your POS or a person on your account, tell us that too.