You ran the menu sync on one of the platforms that take their menu from Ebriza (Glovo, Wolt, Bolt Food, TapTasty, Tazz), it completed without errors, but the 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.
Why this happens?
First of all: if orders from that platform are still coming into your POS, the integration exists and is connected. A product missing from the menu never means that the integration was not set up or that it has to be redone from scratch — orders could not come in at all if the integration were not configured. The cause is almost always the product configuration the menu is synced from, or the sync itself.
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 provider app, on the brand's row in the brands list: the configuration in use is shown there.
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 → run the sync again: Apps → the provider app → the sync button on the brand's row.
A menu sync can also fail, and the cause is not necessarily in your account. The most common reason is that the platform did not respond in time or responded with an error. When that happens, the menu on the platform stays exactly as it was: your changes are saved in Ebriza, but they did not reach the platform, so the product is still missing there.
Exception — read the message before trying again
If the synchronization stops with the message “Integration with … is not active.”, then this is not a case of the platform being overloaded, and trying again will never help: the platform refuses to communicate with Ebriza until the integration is activated again. The message also tells you who can do this — “Please contact an Ebriza agent for help.” means that the integration details are managed by us, so contact us, while “Please contact them for activation.” means that activation is done by the respective partner (for example, Adhoc or TapTasty), so contact them directly. If you are also no longer receiving orders from that platform, see the article “Orders are no longer coming in from the delivery platform (Wolt, Bolt Food, Glovo, Tazz)”. As before, do not uninstall or reconfigure the integration.
Do not confuse it with other situations
The synchronization stops with the message “Integration with … is not active.” — in this case, the issue is neither the product configuration nor a specific product, but the brand’s authorization on the platform. See the article “Orders are no longer coming in from the delivery platform (Wolt, Bolt Food, Glovo, Tazz)”.
What you need to do: run the sync again and make sure it completes successfully. A sync that fails during a busy period will usually succeed on a later attempt.
If repeated attempts keep failing, contact us via chat or at support@ebriza.com and tell us the platform, the brand name, and approximately when you tried to sync. Do not uninstall or reconfigure the integration — a failed sync does not break the integration and cannot be fixed by setting it up again.
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.
What we check: our logs show whether the sync completed successfully, whether that specific product was actually sent to the platform, and whether the product was set as available at that moment. If the product left Ebriza and the platform accepted it, then our side is fine and the remaining check is on the platform — in your own partner portal or with their support, where the menu may still be publishing or may be held back by a setting on their side.
Reinstalling or reconfiguring the integration in Ebriza does not help in this case and is never the first step.
I want the opposite: remove a product from one platform, but keep it on the other and on the tablet
This is handled from the same page, Nomenclator → Product Configuration, but with one important warning: in the default “Nomenclator” configuration, the X button on a product card DELETES the product from your account, causing it to disappear immediately from the tablet and from all platforms. In any other configuration, the same X only removes the product from that configuration. The confirmation message tells you which of the two actions will take place.
Check which configuration the brand syncs from: in the provider app, on the brand's row.
If the brand uses a custom configuration (you may already have one created for the other platform): remove the product FROM THAT CONFIGURATION, then run Menu Sync again for that brand.
If the brand syncs from “Nomenclator”: do not remove anything from it. Create a custom configuration for the brand (or use the one you already have for the other platform), add only the products you want available on the platform, select it in the brand’s synchronization window, and run Menu Sync.
A product that has already been deleted cannot be restored from the interface — there is no “show deleted” filter and no restore button. Contact us immediately via chat or at support@ebriza.com.
Detailed steps and the exact confirmation messages are available in the “Product Configuration” article, under the section “How to remove a product from a single channel without deleting it.”
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 — The product appears on the platform but is marked as unavailable — this is the product's availability status, not a menu configuration issue. A product marked as unavailable from the POS stays in the platform menu, marked as unavailable, and becomes available again automatically when the period you chose expires. See the article “How to remove a product from delivery platforms while keeping it available at the location.”
The product does not appear on the POS tablet — in this case, check the ACTIVE configuration for the location; see the “Product Configuration” article.
The product and the change are visible on the platform, but are missing from an order that has already been received (for example, an option such as “Add packaging” that did not come through on the order) — in this case, the issue is not the configuration, but the timing of the order: an order placed before the latest successful synchronization was built using the old menu and is not updated retroactively. See the article “I changed my products in Ebriza — are they automatically updated on delivery platforms?”, section “Changes do not apply to orders that have already been received.”
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?”.
If you want to do the opposite — remove a product from the platform while keeping it available for on-site sales — this is also done here, by removing the product from the configuration used for the brand and running the menu synchronization again. Make sure it is not the same configuration used by the POS tablets. The steps, as well as the difference between this and marking a product as unavailable from the POS, are explained in the article “How to remove a product from delivery platforms while keeping it available at your location.”
Tags: [products missing on Glovo, products missing on Wolt, products missing on Bolt, products missing on TapTasty, product not showing on TapTasty, products missing on Tazz, menu sync completed but products are missing, menu synchronization, menu sync failed, product configuration, product visibility, category missing on platform, new product not showing on delivery platform]