You clicked Sync. menu on your Glovo brand and the synchronization stopped with an error instead of completing.
In almost all cases, the cause is the structure of the product configuration you are synchronizing, not a broken integration or a platform issue. The validation that stops the synchronization is performed by us before the menu is sent to Glovo, so the error message itself tells you which category or product is causing the problem. This is something you can fix yourself in just a few minutes.
The two things to check
The configuration must have a main category. Glovo accepts the menu in exactly three levels: main category, your categories inside it, and the products inside those categories. Create a main category (customers usually call it “Glovo”), put the categories you want to see on Glovo inside it, and place the products in those categories. A product placed directly in the configuration root, or directly in the main category, will stop the synchronization — as will a third category level.
No category can be left empty. A category without any products will stop the synchronization, and its name will appear directly in the error message.
Attention: each platform has its own category depth limit, and Bolt Food is the strictest of them, not the most permissive. The fact that Bolt Food and Wolt do not require a main category does not mean they accept any structure: Bolt Food does not accept any subcategory, while Wolt accepts a maximum of one. Do not assume that a structure that worked on one platform is also valid on another — check the table below and the error received from each platform separately.
How many category levels does each platform accept?
We check the structure before the menu is sent to the platform, and each platform has its own limit:
Bolt Food — exactly one category level: a category containing the products. Any subcategory stops the synchronization, with the message “Can't have a second level category (category name)!”.
Wolt — one or two category levels: a category containing products, or a category with subcategories that contain the products. A third category level stops the synchronization, with the message “Can't have a third level category (category name)!”.
Glovo — exactly two category levels are required: a main category, your categories within it, and the products within those categories. Neither fewer nor more.
In practice: a flat configuration (category and products within it) works on Bolt Food and Wolt, but fails on Glovo because the main category is missing. A configuration with subcategories works on Wolt and Glovo, but fails on Bolt Food. Three category levels are not accepted by any of the three platforms. There is therefore no single structure that is correct for both Bolt Food and Glovo at the same time: if you use both platforms, you need a separate product configuration for each, and when synchronizing each brand, select the appropriate configuration.
If the same configuration is synchronized with Bolt Food or Wolt as well, check the error received there separately — the platforms have different limits, and a successful synchronization on one does not confirm that the structure is valid for the other.
The synchronization fails on Bolt Food or Wolt, but not on Glovo — the cause may still be the structure, but with a different limit: Bolt Food does not accept any subcategory, while Wolt does not accept a third category level. See the “How many category levels does each platform accept?” section above.
What the error message means?
The messages start with “Menu structure for Glovo is: 'category / category / product' but found ...”. After this beginning, the message tells you exactly what was found:
“but found 'product (X) / ...'” — product X is placed directly in the configuration root; the main category is missing.
“but found category without items!” followed by the category name — that category is empty.
“but found 'category (X) / product (Y) / ...'” — product Y is placed directly in the main category X instead of being inside one of its categories.
“but found 'category (X) / category (Y) / category (Z)'” — you have three category levels, one more than Glovo allows.
“No items found to send to Glovo!” — the configuration selected for synchronization is empty.
What you need to do?
Go to Product Catalog - Product Configuration.
Open the configuration you are synchronizing with Glovo. If you are not sure which one it is, you can see it in the Glovo app, under Brand Settings - Sync. menu: this is the configuration selected for your brand.
Make sure there is a main category, with your categories inside it and the products inside those categories.
Make sure no category has been left empty. Add products to it or remove it from the configuration.
Save the configuration and run the synchronization again: Apps - Glovo app - Brand Settings - Sync. menu.
Second possible cause: the same product with different prices in two modifiers
If the message you see in Menu Sync does NOT start with “Menu structure for Glovo is: ...” (the rule above), but instead says:
“If the same product is free in one modifier and has a charge in another modifier, the sync with Glovo will not work.”
the cause is different: the same product is being used as an option in TWO different modifiers, with different prices — for example, free in a general modifier and with a price in a modifier belonging to a single product. Glovo identifies a modifier option by the product code (SKU), so the same product cannot appear twice across the entire menu with different prices. For this reason, the entire menu synchronization is rejected, not just the affected product.
What you need to do: go to Nomenclature → Modifiers, search for the respective product as an option, and check which modifiers it appears in — you will find at least two with different prices. Choose a single price for the product that will apply in both modifiers, save, and run Menu Sync again. There is no other configuration solution — this is a real limitation of the Glovo platform (the attribute ID is linked to the product code, not to the modifier it belongs to).
Do not confuse this with other situations
The error message is “If the same product is free in one modifier and has a charge in another modifier, the sync with Glovo will not work.” — this is a different cause from the configuration structure (see the section above): it means that a product has different prices in two modifiers.
If you are not sure what needs to be corrected, contact us through the chat in your account or at support@ebriza.com and we will tell you exactly which category is empty or which product is in the wrong place.
Don't confuse this with other situations
The synchronization completed without an error, but some products are missing from the platform — the products were not included in the configuration used for synchronization. See the article “I synchronized the menu, but some products are missing from the delivery platform (Glovo, Wolt, Bolt Food)”.
The product appears on Glovo but is marked as unavailable — this is the product's availability, not the configuration structure.
After the structure is correct, products can still be rejected if they have descriptions longer than 2,000 characters, names or descriptions containing emojis, or images that do not meet the platform's requirements. These should be checked after the structure and only if the error message specifically mentions them.
The error message is “Glovo integration is not active. Please contact an Ebriza agent for help.” — in this case, there is nothing to correct in the product configuration. This message appears only when the platform refuses to communicate with Ebriza, and the menu has not even been sent to the platform yet. Contact us via chat or at support@ebriza.com and we will reactivate the integration. The same message, with “Please contact them for activation.”, appears for partner applications (for example, Adhoc and TapTasty) and means that the activation must be done by the partner, not by us. See the article “Orders are no longer coming in from the delivery platform (Wolt, Bolt Food, Glovo, Tazz)”.
Tags: Glovo menu synchronization, Glovo synchronization error, cannot synchronize menu on Glovo, menu structure for Glovo, Glovo main category, empty category, product configuration, Brand Settings, Sync. menu