DoorDash Integration Guide

The DoorDash self-serve onboarding feature can seamlessly connect your DoorDash Merchant account with Otter. This guide will help you integrate your accounts and enhance your online ordering process.

The DoorDash Self-Serve Onboarding feature is exclusive to the US, Canada, and Australia.

Benefits of Integrating DoorDash with Otter

• Streamlined Ordering Process
  Integrating your DoorDash Merchant account with Otter can streamline your restaurant's online ordering process.
• Increased Efficiency
  The seamless integration between DoorDash and Otter will increase the efficiency of order processing and fulfillment, allowing you to serve more customers in less time.
• Enhanced Customer Experience
  Integrating your accounts will enhance customer experience, as orders will be processed quickly and accurately.
• Real-Time Order Management
  With the integration of your DoorDash account with Otter, you can manage orders in real-time, ensuring that your customers receive their food promptly.
• Detailed Reporting
  Connecting your accounts gives you access to detailed reporting on order volume, revenue, and customer feedback, allowing you to make informed business decisions.

Onboarding Requirements

Before you begin the DoorDash onboarding process, ensure you have the following information ready and meet the DoorDash eligibility criteria.

• Otter Dashboard Login Information
• DoorDash Merchant Portal Login Information
• Meet the eligibility criteria for DoorDash (see below)

Important Notes

DoorDash orders now flow into the Otter app, not the DoorDash tablet
When the DoorDash integration is live, DoorDash orders will flow into Otter’s Order Manager (Otter app). While accepting orders via the DoorDash tablet remains possible, using the Otter app is the preferred method to ensure seamless order management.

Connecting DoorDash Merchant Account with Otter

Connecting your DoorDash account to Otter requires two steps:

• Connecting your integration within the Otter Dashboard either during Otter onboarding or after initial onboarding
• Activating your integration via Otter Dashboard or Chatbot

• Step	Process	Image
  1	Log into your Otter Dashboard.
  2	Select the [Setup] button from the top right bar.
  3	From the Setup dropdown options, select [DoorDash].
  4	Click [Connect] on the DoorDash tile.
  5	If the option appears to select either an Existing or New Account, select the [Connect New Account] tab and click [Authorize].
  6	A new pop-up window will appear. Ensure you do not have your pop-up blocker enabled. Enter your Business Admin or Business Group Admin merchant portal email address into the [Email] field and then select [Continue to Log In].
  7	Enter your Business Admin or Business Group Admin merchant portal password into the [Password] field and then select [Log In].
  8	DoorDash will send a code to either the email associated with this account or the phone number on file to complete a 2-Step Verification. Navigate to your email inbox to copy the DoorDash 2FA code. Paste the code into the [Enter 6-digit code] field and select [Submit].
  9	Select [Continue] to authorize Otter's access to your store(s).
  10	Select [Merge with Existing Brand] if you plan to merge your current brand with Otter. OR Select [Create a New Brand] to create a new brand for your organization.
  11	Use the check boxes to indicate which store(s) you are attempting to onboard to DoorDash. Be sure to only check the stores intended for migration to Otter. Once done, select [Add locations].
  12	Once the process is complete, you can click [Done]. DoorDash is now in progress for the store Quality Assurance check. At this point, DoorDash will perform their quality assurance (QA) checks for the onboarding store(s) and their respective menu(s). During the menu checks, DoorDash ensures the store menu(s) meet their standards by checking operating hours, items, and content. If the menu passes QA, the integration will be ready for activation.
  13	If you want to import your DoorDash menu with Otter, click on [Create Menu]. Alternatively, click on [Apps] and select [Menu] from drop-down options.
  14	Select how you would like to set up the menu in Otter: Express setup: Import an existing menu from one of your connected delivery apps. Advanced setup: Upload a spreadsheet or create a menu from scratch.
  15	Select the [Location] menu you would like to import into Otter and then click [Continue].
  16	Under [Service], ensure DoorDash is selected and then click [Continue].
  17	Once DoorDash has completed the store Quality Assurance check, you will see the store you just connected to DoorDash in a "Not Activated" status. To complete the integration, navigate to the “Activating your Integration” section of this article.

• Step	Process	Image
  1	Log into your Otter Dashboard.
  2	Click on the Profile icon located at the top right of your screen, and select [Settings] from the drop-down options.
  3	In the left-side navigation menu, click on [Integrations] and select [Explore] from the drop-down options. Search for DoorDash and select [Connect].
  4	If the option appears to select either an Existing or New Account, select the [Connect New Account] tab and click [Authorize].
  5	A new pop-up window will appear. Ensure you do not have your pop-up blocker enabled. Enter your Business Admin or Business Group Admin merchant portal email address into the [Email] field and then select [Continue to Log In].
  6	Enter your Business Admin or Business Group Admin merchant portal password into the [Password] field and then select [Log In].
  7	DoorDash will send a code to either the email associated with this account or the phone number on file to complete a 2-Step Verification. Navigate to your email inbox to copy the DoorDash 2FA code. Paste the code into the [Enter 6-digit code] field and select [Submit].
  8	Select [Continue] to authorize Otter's access to your store(s).
  9	Select [Merge with Existing Brand] if you plan to merge your current brand with Otter. OR Select [Create a New Brand] to create a new brand for your organization.
  10	Use the check boxes to indicate which store(s) you are attempting to onboard to DoorDash. Be sure to only check the stores intended for migration to Otter. Once done, select [Add locations].
  11	Once the process is complete, you can click [Done]. DoorDash is now in progress for the store Quality Assurance check. At this point, DoorDash will perform their quality assurance (QA) checks for the onboarding store(s) and their respective menu(s). During the menu checks, DoorDash ensures the store menu(s) meet their standards by checking operating hours, items, and content. If the menu passes QA, the integration will be ready for activation.
  12	Once DoorDash has completed the store Quality Assurance check, you will see the store you just connected to DoorDash in a "Not Activated" status. To complete the integration, navigate to the “Activating your Integration” section of this article.

Activating your Integration

Once your integration is connected, you’ll need to activate it to start managing DoorDash orders through Otter. Activating DoorDash with Otter will disconnect any other POS or third-party order management systems currently linked to DoorDash at this location. Otter will take over as your primary order manager.

Before you continue, make sure your Otter device (tablet or POS) is fully set up and ready to receive orders. When you're ready, choose one of the activation methods below to complete the setup.

Before proceeding:
Activating the integration will set Otter as your primary order management system and disconnect any other platforms currently managing orders for that location. Your DoorDash store will go live in Otter once activation is complete.

• Step	Process	Image
  1	From the Otter Dashboard homepage, select Activate Delivery Channels   Error Banner: If you see an “error” or “blocked” banner for your integration, follow the prompts to fix any issues before activating the channel. Learn more on this here.	Ready to activate Error banner
  2	Select which locations you would like to activate the DoorDash Integration for
  3	Click [Activate] on the DoorDash integration. Additional ability: You can also activate your Uber Eats integration from this page. Learn more on getting your Uber Eats integration set up here
  4	An alert will appear confirming that Otter will become the primary order manager for DoorDash & connection to any other order aggregation services will be lost. Click [Confirm].
  5	You will receive a confirmation once the location(s) selected have been activated. To activate another location or connect a different integration, click the Next button. Activation error: If an error message appears at this step flagging there was an issue, please reach out to Otter Support to fully activate your DoorDash integration.

• Step	Process	Image
  1	Open Otter Support Chat Bot (Otter Assistant) in an Otter device or the Otter Dashboard Type in the chat requesting to check the status or activate DoorDash API Example: “Please help me activate my DoorDash integration.”
  2	The chat bot will check for the store information. All restaurant locations available with the DoorDash admin credentials provided.
  3	Select on the DoorDash option by clicking on the [Activate] button below the DoorDash section The available locations to activate will appear underneath the [Activate] button.
  4	Select the location(s) that need to be activated Once the location(s) has been selected, click the [Activate] button
  5	A warning message will appear confirming that Otter will become the primary order manager for DoorDash & connection to any other order aggregation services could be lost. Click [Confirm]
  6	The chat bot will confirm once the location(s) selected have been activated. To activate another location or connect a different integration, click the [Activate Other Locations] button. Activation Error If an error message appears at this step flagging there was an issue, please reach out to Otter Support to fully activate your DoorDash integration.

Troubleshooting

• If your menu is missing store hours while integrating DoorDash, you'll receive an Missing Menu Hours alert. To resolve, follow the prompt to add menu hours and then click [Re-trigger menu export].
  

• If your menu is blank, while integrating DoorDash, you'll receive an Menu is Blank alert. To resolve, follow the prompt to add menu items and then click [Re-trigger menu export].
  

• If your menu fails to import while integrating DoorDash, you'll receive an Menu pull fail alert. To resolve, follow the prompt to [Re-trigger menu export].
  

• If a location fails while integrating DoorDash, you'll receive an Error during onboarding alert. 
  
  To resolve, follow the specific prompt to fix any issues or reach out to DoorDash support for assistance, if needed.
  
• If there was an issue integrating with some or all locations for DoorDash, an error banner will show at the top of the Overview page on the Otter Dashboard. 
  
  To resolve, click [Resolve issues] from the banner. 
  
  
  This will redirect you to the Integrations page, where you can find more details on the issue(s) connecting— follow the prompts to resolve the issue(s). After the issue(s) is resolved, you'll be able to activate.
  
   

FAQs

• If you would like to disconnect your integration with DoorDash, reach out to the Otter Support team for help.

• You can find troubleshooting details and learn how to resolve common issues/errors in Repairing Disconnected Integrations.
  
  If you continue to experience issues, reach out to the Otter Support team for help.
• To activate having utensil options print on the customer ticket, simply log in to your DoorDash Merchant Portal and enable the option. Once enabled, the "utensils" option will automatically appear in the "Customer Note" section of the customer ticket.

• After attempting to publish a menu, if there are any issues— Otter will alert you to the failed publishing event, what issue caused the failure, and the corresponding location/platform.

  These alerts will show as a red banner after a failed publishing attempt (shown below).To resolve these errors, just click [View issues] and follow the prompt shown.

  

  Learn more on Menu Publishing Errors here and how to resolve them.

   

• If there are order (like missing or damaged items) or driver issues from an order placed through a delivery platform, reach out to the delivery platform directly for more information or to resolve an issue.

  Check below for common delivery platforms and their contact information:

  Delivery Platform	Contact Information
  Uber Eats	Phone: 1-833-ASK-EATS Website: Uber Eats contact support
  DoorDash	Phone: 855-222-8111 Website: DoorDash merchant support
  Grubhub	Phone: 877-799-0790 Website: Grubhub contact support
  ChowNow	Phone: 888-707-2469 Website: ChowNow contact support
  Skip the Dishes	Phone: (855) 200-7547 Website: Live chat in Skip merchant portal

Updated December 08, 2025 22:20