Orders are Importing into Order Manager Slower than Expected

April Lara
April Lara
  • Updated

Page Contents:

Diagnosing Symptoms

Follow this guide if you see any of the following:

  • Delayed incoming live orders from delivery platforms.
  • Order Manager is not importing all incoming live orders.

Potential Causes

Potential causes for this issue include:

  • Slow or choppy wi-fi.
  • Auto-accept is disabled and the staff is not manually accepting orders in time.
  • Delivery platforms or Otter outages.
  • Disconnected delivery platform.
  • Menu issues.

User Instructions

Slow or Choppy Wi-Fi

  1. Confirm that your Internet service/connection is working properly.

    • If not, try to reset your router or contact your Internet provider for assistance.

    • If yes, try a different troubleshooting method.

Auto-accept is Disabled and the Staff is not Manually Accepting Orders in Time

  1. If your auto-accept feature is disabled, make sure the staff is accepting incoming orders in time. Most delivery platforms cancel unaccepted orders after a short period of time (i.e. after 10 minutes of client ordering).

  2. We strongly suggest turning the auto-accept feature on to avoid any missed sales.

Delivery Platforms or Otter Outages

  1. Check if you haven't received any alerts on your notifications tab. Sometimes, delivery platforms or even Otter systems go through temporary outages. These issues usually are resolved within hours.

  2. If no alerts were issued, please contact our Support team through our chatbox, on the right-hand side of your Order Manager, for assistance.

Disconnected Delivery Partner

  1. Navigate to your Order Manager's top menu (☰) and select the Integrations tab.
  2. Confirm the Connection Status for all relevant delivery platforms.
  3. If the status is green or orange, troubleshoot for other issues.
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    • If the status is any other color, it means there is an issue with the connection and this could be the reason for the non-imported order(s). Move to the next step (4).
  4. Contact our Support team through our chatbox, on the right-hand side of your Order Manager, for assistance on the connection issue. Have your credentials for the delivery platform at hand.


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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