How to use this page
Find the error code you received in the list below and expand it. Each entry tells you three things:
What it means — the underlying problem in plain language.
Why it happens — the most common causes.
What to do — your next step, including who to contact.
Most errors fall into one of four categories:
Menu / Mapping — something in the menu data needs to be corrected. Often a fix you can request from ezCater.
Store availability — the location’s hours, lead times, or online status are getting in the way.
POS — the point-of-sale system rejected or timed out on the order. Almost always requires Olo’s help.
Generic — the code itself doesn’t pinpoint a cause; the example messages will narrow it down.
Where to send what
ezCater menu, tag, or platform questions → [email protected]
Olo configuration, basket validation, POS, or Rails questions → [email protected]
When in doubt, contact both. Include the order ID, the error code, and the full error message text
Error codes
Error 1 — Deserialized request (Menu / Mapping)
What it means: Olo couldn’t read the order request because it was missing required information or formatted incorrectly.
Why it happens: Almost always a menu data problem on the ezCater side — for example, a required field is missing from a menu item, or a fulfillment type isn’t recognized. Common example messages:
“Could not be deserialized or is missing required fields”
“At least one product is required”
“selfdelivery is not a valid pickuptype”
What to do: Email [email protected] and include the order ID and the full error message. A menu update is often required to prevent the error from recurring.
Error 3 — Insufficient access to vendor (Menu / Mapping)
What it means: ezCater doesn’t have permission to send orders to the requested restaurant in Olo.
Why it happens: Either the wrong Olo Location/Store ID is being used, or ezCater hasn’t been granted access through the Olo dashboard. Common example messages:
“Insufficient access to vendor”
“Cannot change basket owner”
What to do: Verify the Olo Location/Store ID being used for transmissions, and confirm ezCater has been granted access in the Olo dashboard. If you need help granting access, see Olo’s Rails Management documentation. For further assistance, contact [email protected].
Error 10 — General menu issue (Generic)
What it means: A broad error that usually points to a menu-related problem on the ezCater side. The example message will narrow it down.
Why it happens: Often an unmapped item, a missing option, or a product ID that doesn’t match between ezCater and Olo. Common example messages:
“Please try this operation again or restart your application”
“Cannot find vendor product with ProductId: {123} for VendorId: {123}”
“Unable to find option productId={123}; chainChoiceId={123}”
What to do: Email [email protected] with the order ID and full error message. If the message references Olo-side mapping, copy [email protected] as well.
Error 200 — General order issue (Generic)
What it means: A broad error that usually relates to lead times, store availability, or menu setup. The example message will narrow it down.
Why it happens: This is the catch-all code, so causes range widely. Common example messages include:
“Order cannot be ready”
“This location is currently unavailable”
“Product is not available at the specified time”
“Item(s) are not available for pickup orders”
“Item(s) have been removed from the menu”
“Self Delivery not Valid”
“Order Value Too Low”
“Min qty not met”
“Online ordering will be unavailable at specific time”
“This location does not offer online ordering”
“Please choose a time in the future”
“Missing Contact Details”
“Missing Selections”
“Too Many Selection(s)”
What to do: Email [email protected] and [email protected] with the order ID and full error message so the right team can investigate.
Error 206 — Invalid advance time (Store availability)
What it means: The order can’t be prepared in time for the customer’s event.
Why it happens: Internal Olo settings — like Estimated Lead Times or Self-Delivery Lead Times — are adding time on top of the lead time the customer saw. The result is that Olo thinks it needs longer than the customer allowed. Common example message: “Order cannot be ready.”
What to do: This typically requires Olo’s help to resolve. Contact [email protected] to review the location’s lead time settings. If you need to update your hours or lead time for ezCater, read more here.
Error 209 — Already submitted (POS)
What it means: The order has already been successfully placed in Olo.
Why it happens: A retry was sent for an order that Olo had already accepted. Common example message: “This order has already been placed.”
What to do: This typically requires Olo’s help to resolve. Confirm the order is present in Olo and the POS, then contact [email protected] if anything looks off.
Error 210 — Order throttling (Store availability)
What it means: The location’s order throttling settings have temporarily blocked new orders because volume is high.
Why it happens: Olo’s order throttling strategy treats catering orders the same as on-premise orders, which doesn’t fit ezCater’s flow well. Common example message: “High order volume.”
What to do: Review the current throttling strategy. ezCater recommends turning throttling off, since it isn’t supported in the ezCater flow. See Olo’s Order Throttling Strategies Overview, or contact [email protected] if you have further questions.
Error 211 — Menu item eighty-sixed (Menu / Mapping)
Note: What it means. One or more items on the order were marked unavailable (86’d) in Olo at the time the order came through.
Why it happens: An item was 86’d in Olo but is still active on the ezCater menu. Common example message: “Item not available.” The message will identify which item.
What to do: Either remove the 86 flag from the item to prevent future failures, or remove the item from the Olo menu completely so it stops being offered on ezCater.
Error 212 — Menu item not available at specified time (Menu / Mapping)
What it means: One or more items on the order have a time-of-day or day-of-week availability restriction that excludes the customer’s event time.
Why it happens: Olo has a daypart or schedule restriction on the item that ezCater doesn’t support. Common example message: “Item not yet available.” The message will identify which item.
What to do: Either update or remove the availability restriction in Olo, or email [email protected] to request that the item be removed from the ezCater menu.
Error 213 — Transmission failure (POS)
What it means: Olo couldn’t validate or transmit the order to the location’s POS.
Why it happens: Usually an issue in the connection between Olo and the POS. Common example message: “Error validating basket.”
What to do: This typically requires Olo’s help to resolve. Contact [email protected] with the order ID and error message.
Error 217 — Store unreachable (POS)
What it means: The POS at the location is offline, so Olo can’t reach it.
Why it happens: The POS terminal lost internet, was powered off, or is otherwise unreachable. Common example messages:
“Store POS offline”
“Error validating basket”
“Order could not be placed”
What to do: First, confirm the POS is online at the location. If it is and the error persists, contact your POS specialist and [email protected] for assistance.
Error 218 — Store hours unavailable (Store availability)
What it means: The order’s requested time is outside the location’s operational hours in Olo.
Why it happens: The hours in Olo are narrower than the hours in ezCater, so an order ezCater accepts falls outside what Olo allows. Common example messages:
“Store closed for business at the time you have specified”
“Store needs more time”
What to do: Make sure the Olo hours match the ezCater hours, or set Olo’s hours wider than ezCater’s. ezCater’s hours should never be wider than Olo’s.
Error 219 — Store temporarily unavailable (Store availability)
What it means: The location has been manually disabled in Olo.
Why it happens: Someone at the brand or at Olo set the store offline. Common example messages:
“This location is currently closed”
“Online ordering is unavailable at this time”
“Currently unavailable to accept online orders”
What to do. Check the store’s vendoronline or isavailable status in Olo to confirm it’s been disabled, then determine why with the brand or with Olo. Contact [email protected] if you need help investigating.
Error 220 — Invalid POS configuration (POS)
What it means: The POS refused the order because of a configuration mismatch.
Why it happens: Settings in the POS don’t line up with what Olo is sending. Common example message: “Error validating basket.”
What to do: This typically requires the brand to make a POS configuration update. Contact [email protected] to identify the specific config that needs to change.
Error 222 — Incorrect mapping or menu setup (Menu / Mapping)
What it means: One or more items on the order weren’t recognized by the POS, usually because of incorrect mapping between Olo and the POS.
Why it happens: Item or modifier IDs in Olo don’t match the IDs in the POS. Common example messages:
“Item not available”
“Error validating basket”
“There is an issue with the contents of your order”
What to do: Review the Olo Mismatch Report and run an Olo basket test to identify and correct the mapping issue. Once Olo confirms the fix, make sure ezCater has ingested the updated menu. For help, contact [email protected].
Error 223 — POS system busy (POS)
What it means: The POS rejected the order because it was overloaded at that moment.
Why it happens: High order volume at the location or a temporary POS slowdown. Common example message: “Error validating basket.”
What to do: This typically requires Olo’s help to resolve. Contact [email protected] with the order ID and error message.
Error 225 — POS timeout (POS)
What it means: The POS didn’t respond to Olo in time, so the transmission gave up.
Why it happens: The POS is slow or unresponsive — sometimes a network issue, sometimes load. Common example message: “Error validating basket.”
What to do: This typically requires Olo’s help to resolve. Contact [email protected] with the order ID and error message.