A product is missing or marked sold out
Find out why a product doesn't show on the till or guest menu, or can't be added, and how to put a sold-out product back on sale.
On this page
A product can disappear from the till for a few different reasons: it was taken off sale, its category was switched off, or the kitchen marked it sold out. This article starts with the most common cause and works down.
Quickest fix: is it sold out?
If the product shows a Sold out badge on the POS, or adding it gives PRODUCT_SOLD_OUT ("{product} is sold out."), the kitchen or bar marked it sold out at this location.
To put it back on sale:
- On the prep station screen of the station that makes this product, open the Sold out tab.
- Find the product. Sold-out products are shown first, in red, with the time they come back.
- Tap it. It is back on sale on every till and guest menu at this location at once.
Staff need the Mark items sold out permission for this. The Kitchen, Manager and Owner roles have it.
How sold out works
Sold out is meant for running out during service. It is set on the prep station screen, not in the back office, and it needs Preparation station screens turned on.
- On the prep station screen, open Sold out.
- Tap the product, then choose for how long: 30 minutes, 1 hour, 2 hours or Until end of day.
What happens next:
- The POS shows the product with a Sold out badge and refuses to add it.
- The QR menu and online ordering show it as sold out, and guests can't order it.
- With 30 minutes, 1 hour or 2 hours, the product goes back on sale by itself when the time is up.
- Sold out applies to this location only. Other locations keep selling it.
- Items already on orders are not affected.
The Sold out tab only lists products whose prep station is the station on that screen. A product with no prep station can't be marked sold out. Give it a station first under Menu (see Route products to prep stations).
Checklist when a product is missing
Work through these in order.
1. Is it on sale?
In the back office, go to Menu, search for the product and open it. Under Availability, On sale must be on. When it is off, the product is hidden on the POS and can't be ordered anywhere.
A product you tried to delete after it had been sold is taken off sale instead of deleted. Turn On sale back on to sell it again.
2. Is its category active?
Open Menu › Categories and the product's category. If the category is Inactive, it is hidden on the POS and guest menus. The till can still sell its products under Other; guests can't order them.
3. Is it missing only for guests?
Open the category and check Sales channels. If QR menu or Online ordering is off, guests don't see the category on that channel. Staff still see it on the POS.
4. Is it missing only from the quick pages?
The pages at the top of the sale screen are your sale screen layout. A product that isn't on a page is still under the Menu tab and in search. Add it to a page in Menu › Arrange POS screen.
5. Is the till showing an old menu?
Menu changes reach the tills straight away when they are online. If the POS shows "No connection — reconnecting…", fix the connection first (Connection problems), then check again.
Common questions
Can I schedule a product to be available only at lunch?
No. There are no availability times on products. Use sold out for short breaks, or turn On sale off and on.
Can a cashier mark something sold out on the POS?
No. Sold out is set from the prep station screen by staff with Mark items sold out.
Why can't I find the product on the Sold out tab?
It is routed to another station, or to no station. Switch the screen to the right station, or set the product's Prep station in Menu.
Still not working?
Contact support with the product name, the location, the device name of the till, and a photo of what the screen shows. See Contact support.