Overview
This article explains what happens in Stream when you change your POS, remove Stream from your POS, move to a different Stream account, or move to Stream from another integration provider. For each case it says what you can do yourself and what only Stream can do.
Good to know: removing or uninstalling Stream inside your POS (Toast, Square or Clover) does not remove anything in Stream. The Stream integration, its locations and the delivery app connections under them stay connected until you remove them in Stream.
What you'll see
You moved to a new POS, but Stream still shows the old one
Settings > Locations & Integrations still lists your old POS and the delivery apps under it. Orders from your delivery apps keep arriving in Stream.
On Clover, once Clover no longer accepts Stream's access, these orders fail with the reason There was an issue with the POS not accepting the order. You may also get a "please reconnect" alert for a POS you have left on purpose.
You removed Stream from your POS, but you are still billed or connected
Stream billing continues and your delivery apps can stay connected. See Billing and invoices.
You moved to Stream from another integration provider and orders fail
Failed-order emails say Failure Reason: Item on the order not found in Stream. See Order Error: "Item on the order not found in Stream".
What it means
Uninstalling in your POS is not the same as removing in Stream. Your POS tells Stream that Stream was removed, but Stream does not remove the integration, its locations or their delivery app connections. You remove them yourself in the Stream dashboard, or ask Stream Support.
Delivery app connections sit under a POS location. Removing a POS location also removes the delivery app connections under it. Removing a whole POS integration removes all its locations and their delivery app connections. This cannot be undone. To use them again you connect them again.
Another integration can stay connected to your delivery app store. Removing it is done on the delivery app side. On Uber Eats and DoorDash, Stream cannot switch off another provider's connection or menu for you. Uber does not tell Stream which other integrations are connected to a store.
Removing a connection in Stream does not always disconnect Stream on the delivery app's side. Remove Stream's access in your delivery app account too. For Uber Eats see How to remove another app's access to your Uber account. For DoorDash Retail, foodora and foodpanda, ask that delivery app's support to disconnect your store.
Billing follows the Stream subscription, not the POS app. Stream bills per location, and each organization has its own subscription. If you pay through the Clover App Market, Clover bills you. See Billing and invoices.
Good to know: publishing from Stream replaces what is on your delivery app store. On Uber Eats this includes menus that Stream did not create, so keep a copy of any Uber menu you want to keep.
How to fix it
Moving to a different POS
Connect the new POS in Stream. For Toast, Stream must first be added in Toast's integrations, which requires Toast's Restaurant Management Suite. Do this ideally 24 hours before you set up in Stream. See Step 1: Install Stream Integration on Toast.
Remove the old POS in Stream. Only an owner or admin can do this. If you see "Action not allowed", ask your owner or admin. See How to remove a POS location or full Integration. For Clover, see How to delete Clover Integration.
Connect each delivery app again to your new location. See How to Connect DoorDash and How to Connect Uber Eats. If a delivery app shows that access has expired, follow How to Reconnect a 3rd Party Integration.
Removing a delivery app connection but keeping the POS
If the delivery app is connected to only one location, use How to Disconnect a 3rd Party Integration. If it is connected to more than one location, use How to Remove a specific location's 3rd party integration. The trash icon on the delivery app removes it from every location on that account. If Stream shows that your access has expired, reconnect first and then remove it. This also releases your store on the delivery app's side. If you can no longer sign in to that delivery app account, contact Stream Support and we will remove it for you.
Stopping Stream completely
Remove your delivery apps first, then your POS locations and your POS.
Then cancel the subscription. See How to Cancel your Stream Subscription. Stream cannot cancel your account while your delivery apps and POS are still connected.
If you pay through Clover, cancel in Clover. Clover bills you, so Stream cannot refund Clover charges.
Moving to Stream from another integration provider
Uber Eats: if you have another integration with Uber, do not connect Stream yet. Ask Uber to remove it using the email template in step 5 of How to Connect Uber Eats. Otherwise every order can fail. Also remove the other app's access in your Uber account. If both apps stay authorized, they can keep taking the store back from each other.
DoorDash: if another provider's menu is active on your store, ask DoorDash support or your DoorDash account manager to deactivate it. If DoorDash says your store is already being connected to another integration, only the store owner can ask DoorDash to cancel it. Contact DoorDash Merchant Support, then connect DoorDash in Stream again.
Until orders succeed, we recommend pausing the delivery app for the store. See How to Pause your Delivery/Online Ordering Channels.
Using a different login or a new account
Connections show under the login you are signed in with. If an integration you removed still shows, or one you expect is missing, check which login email you are signed in with.
The email you used when you subscribed can be different from your Stream login email.
To hand an organization to someone else, see (FAQ) Transferring Organization Ownership.
What only Stream can do
Remove a POS or delivery app connection when the dashboard will not let you, or when you can no longer sign in to the delivery app account.
Ask DoorDash to close a DoorDash connection that is still being set up. It cannot be removed until DoorDash closes it.
Correct the number of locations on your subscription, and decide on credits for past Stream charges.
Still seeing the issue? Contact Stream Support at [email protected] with your Stream location names, the POS you moved from and to, the delivery apps affected and the date you made the change. If you want Stream to remove something, include a short written confirmation from the account owner (a forwarded email is fine) and say exactly what to remove and what must stay connected. Also send the Provider Location ID of each delivery app connection (Settings > Locations & Integrations > the delivery app > Identifiers), the email you log in with, the email you subscribed with, any previous Stream account email, and a screenshot of any error. Please do not send full card numbers.