Issue
If an item is on your in-store menu but isn't showing up on DoorDash, there are a few common causes. Most can be resolved directly from your POS.
Check This First: Online Ordering Visibility
The most common reason items disappear from DoorDash is a missing visibility setting in your POS.
Most POS systems (including Toast) have a separate setting that controls whether items are visible to third-party delivery platforms. An item can be active in your POS and visible in-store, but still hidden from DoorDash if this setting isn't enabled.
What to check in your POS:
Look for a setting labeled something like "Visible to Online Ordering," "Third-Party Visibility," or "Available for Delivery"
Make sure it is checked or enabled for any item you want to appear on DoorDash
After enabling it, trigger a menu refresh (or wait for your next scheduled sync)
Other Common Causes
Item marked as unavailable in your POS If an item is marked out of stock or unavailable in your POS, that status will sync to DoorDash. Re-enable availability in your POS and allow time for the update to sync.
Item was recently added to your POS but hasn't synced yet New items sync on your integration's update schedule. Depending on your POS setup, this could be immediate (event-driven) or on a regular cadence (polling, typically every hour or so). If the item still hasn't appeared after a full sync cycle, check the visibility setting above.
Item exists in-store only and isn't mapped for delivery Some POS systems let you create menus that are specific to in-store ordering. Make sure the item is included in your delivery or online ordering menu, not just your in-store menu.
Prices Look Wrong Too?
A price mismatch is a separate issue from a missing item. If the item appears but with the wrong price, the price in your POS is likely what's being sent to DoorDash. Update the price in your POS and allow time for the change to sync.
When to Contact Support
Reach out to DoorDash support if:
You've confirmed the visibility setting is enabled and the item still isn't showing after a full sync cycle
Multiple items disappeared at the same time unexpectedly
You recently changed POS systems or made major menu changes
Have your Store ID and the name of the affected item(s) ready.
Questions? If you need help with this process or have questions, reach out to DoorDash Support at oosupport@doordash.com.