Repairing Disconnected Integrations

The Repair Widget enables you to review and self-repair disabled connections directly in the Otter Dashboard. This repair feature displays locations with a disconnected delivery provider integration due to invalid account credentials, two-factor authentication (2FA), multi-factor authentication (MFA), and invalid store configuration.

You can also see the specific stores that are impacted by an issue when using the repair widget to troubleshoot an integration. This dropdown displays the location(s) and the brand of a store that's experiencing the connection issue.

Repair Widget Support Integrations

The Repair Widget currently supports self-repair for specific delivery providers and account disablement error types. These error types are either due to reasons that can be self-repaired through account re-pairing or come with clear instructions for you to follow on what changes are needed in your delivery provider account or store configurations.

Supported Error Types

• Invalid Credentials
• 2-Factor Authentication (2FA) and Multi-Factor Authentication (MFA)
• Third-Party Blocked
• Invalid Store Configuration

Error Type Resolution Prompts

• The Repair Widget will prompt you to reconnect via account pairing.
  
  The widget will prompt you to reconnect the accounts when an issue can be fixed by re-authentication with the correct login credentials (and possibly a security verification code).
  
  This includes error types such as Invalid Credentials, 2-Factor Authentication (2FA), Multi-Factor Authentication (MFA), and Third Party Blocked.
• The Repair Widget will display the steps you must take outside of the Otter product to fix the delivery partner account and/or stores.
  
  The widget will present delivery partner support content in cases when an issue can be solved by contacting your delivery provider or taking specific steps within your delivery partner merchant portal.
  
  This includes invalid store configuration errors such as Inactive Restaurant (Deliveroo) and Non-traditional Login Enabled (Uber Eats).

Where to find this feature

The repair widget can be launched from multiple locations with the Otter Dashboard. 

• 

  Repair Widget on the Otter Dashboard Homepage
• 
  Connected Integrations page within the Otter Dashboard Settings
• 
  Reconnecting accounts using the repair widget in the Menus app
• 
  Otter Support Chat in the bottom right-side corner of the Otter Dashboard
• You have the ability to receive SMS and Email Live Alerts when an account is disconnected. These alerts will provide you with instructions on how to review and resolve the delivery partner integration issue within Otter Dashboard.

  SMS Live Alert

  Single Store Email Live Alert

  Multi-Store Email Live Alert

Using the Repair Widget

Account Reconnection

Repair Widget will prompt you to complete account pairing by re-entering account credentials.

 

Step	Process	Image
1	Look for Disconnected channels on the Otter Dashboard home page. Select [Fix now] to launch the Repair Widget.
2	In the pop-up window, all accounts requiring repair will be displayed. Select [Reconnect] and complete the process for each account. For connections requiring account re-authentication, the Repair Widget will take you through account pairing.
3	Input your delivery platform admin credentials and click [Continue].
4	When prompted for a two-factor authentication code, input the security code sent to your designated email or phone number configured for two-factor authentication on the delivery platform. Click [Continue].
5	Select [Done].

 

Step	Process	Image
1	On the Otter Dashboard home page, click on the Profile icon and select [Settings].
2	Expand the Integrations tab and then select [Connected].
3	For an integration with a Needs attention status, click [Reconnect].
4	In the pop-up window, all accounts requiring repair will be displayed. Select [Reconnect] and complete the process for each account. For connections requiring account re-authentication, the Repair Widget will take the user through account pairing.
5	Input your delivery platform admin credentials and click [Continue].
6	When prompted for a two-factor authentication code, input the security code sent to your designated email or phone number configured for two-factor authentication on the delivery platform. Click [Continue].
7	Click [Done].
8	Refresh the screen to see the integration move back to a healthy state.

Delivery Partner Merchant Portal and Support

Repair Widget will display the steps you must take, outside of your Otter product, to fix the delivery partner account or stores. This will require you to log into your delivery partner merchant portal or contact the delivery partner support team.

 

Step	Process	Image
1	Look for Disconnected channels on the Otter Dashboard home page. Click [Fix now] to launch the Repair Widget.
2	In the pop-up window, all accounts requiring repair will be displayed. Select [Reconnect] and complete the process for each account. For connections requiring customers to contact their service provider or complete specific steps within their OFO merchant portal, the Repair Widget will display the necessary steps or processes.
3	If you select [I'll do this later], you will be taken back to the previous page. If you select [I've completed these steps], this will confirm you have completed all the steps outlined in prompt. This will trigger an account pairing event to determine whether the issue has been resolved.
4	If the error is not resolved, a banner will appear directing you to try again or contact support.  If the first error is resolved but a new error occurs after the account pairing event, and it is repairable via re-authentication, the Repair Widget will allow you to Reconnect and launch the account reconnection process.

Still need help? Reach out to our team:

Live Chat		Text/SMS Message
Chat with support by clicking the chat icon in the bottom right corner of the Otter Dashboard.		+1 (888) 681-8837 Send us a text to the number above for assistance over text message.

Updated January 08, 2025 18:25