You ran the menu sync, it completed without errors, but the delivery platform shows fewer products than you have in Ebriza: a category with 2 products instead of 8, a new product that does not appear anywhere, or an entire category that is missing.
In almost all cases, this is not a broken integration or a problem with the platform, but an issue with the product configuration used for the sync. It is something you can fix yourself in just a few minutes.
Why this happens?
The menu sync does NOT send the entire product catalog. Each brand configured on a delivery platform syncs from a single product configuration — the one you selected in the sync window (Brand Settings → Menu Sync). Exactly what is included in that configuration is sent: the categories it contains and the products inside them.
What this means in practice:
A product that exists in the Product Catalog but has not been added to the configuration used for the platform will never be sent to the platform, no matter how many times you run the sync.
If a category is missing from the configuration, none of the products in that category will be sent.
A new product created in Product Catalog → Products is automatically added only to the default “Product Catalog” configuration. In custom configurations — the ones used specifically for delivery platforms — it must be added manually.
If you have multiple brands, each one has its own configuration. Make sure you check the configuration for the relevant brand, not a different one.
Attention: A “successful” sync does not prove that the missing products were sent. A sync without errors only means that the platform accepted the menu we built from the selected configuration. “The sync was successful” and “products are missing” are perfectly compatible and together mean one thing: the missing products were not included in the configuration.
What you need to do?
Go to Product Catalog → Product Configuration.
Select the configuration used to sync the menu with the relevant platform. If you are not sure which one it is, you can see it in the platform app under Brand Settings → Menu Sync: it is the configuration selected there for your brand.
Make sure all the categories you need on the platform are included.
Make sure all the products you want to display on the platform are included. Add any missing products to the correct category.
Keep in mind: newly created products are not automatically added to custom configurations — you need to add them manually each time.
Once the configuration is complete, run the menu sync with the platform again: Apps → platform app → Brand Settings → Menu Sync → select the brand and configuration → Start Sync.
When to contact us?
If you have checked the configuration, the missing products ARE included in it, you have run a new sync, and they still do not appear on the platform, contact us via chat or at support@ebriza.com and tell us: the platform, brand name, names of the missing products, and approximately what time you performed the latest sync.
Do not confuse this with other situations
The menu sync stops with an error from the platform — in this case, the issue is explicitly reported by the platform (usually a product or category that the platform does not accept); see the article for your platform integration.
The product appears on the platform but is marked as unavailable — this is the product's availability status, not a menu configuration issue.
The product does not appear on the POS tablet — in this case, check the ACTIVE configuration for the location; see the “Product Configuration” article.
You changed a product in Ebriza (photo, price, name, description), but the platform still shows the old version — in this case, the product is not missing from the configuration; the menu has simply not been synchronized after the change. No changes are automatically sent to the platform. See the article “I changed my products in Ebriza — are they updated automatically on delivery platforms?”.
Tags: [products missing on Glovo, products missing on Wolt, products missing on Bolt, menu sync completed but products are missing, menu synchronization, product configuration, product visibility, category missing on platform, new product not showing on delivery platform]