My menu in Otter does not match my menu in my delivery partner app

Andrew Starr
Andrew Starr
  • Updated



  • The menu, or items within a menu, in Otter are different to what is shown in an external delivery partner


  • A change was made to a menu in one delivery partner and not another
  • A change was made to a menu in Otter, but it wasn’t published to all delivery partners
  • A source of truth menu had data that other delivery partners couldn’t accept when the menu was published
    • Example - This may happen when prep times in the source of truth menu are longer than what’s allowed by the destination delivery partner

Troubleshooting Steps

  1. Access Otter Dashboard and go to the store with the mismatched menu
  2. Select Apps in the top-right corner and select Menus
  3. Edit your menu items if necessary
  4. Go to the Hours tab and ensure your menu has hours assigned to it
  5. Select Publish to save your store hours
  6. Select Publish at the top of the Menu page to sync your menus to Otter
  7. Select all relevant delivery partners and then publish

If you need additional help or information, you can contact support via the following:

  • Chat - Our live agents are available 24/7 to help you through your Otter device. Tap the chat button on the top right corner of the home screen.
  • Telephone or SMS/text - Call or text us anytime at 1-888-681-8837 for prompt service from our support experts.
  • Email - Fill out this form and our support team will respond via email within 24 hours.

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