# Fix a missing item or incorrect menu choice

For the shift leader and menu lead. Start with the affected location, device,
ordering channel, order type, and service time. Do not change shared catalogue
settings until you know which level is causing the problem.

## An item is missing

1. In **Console → Menu → Items**, search the item and clear the active filter if
   needed. Confirm it exists and its saved status is active.
2. Open the correct **Location settings → Ordering → Menus**. Confirm the item
   is in the expected section and the menu edit was saved.
3. Check the menu, section, and item's order types. All relevant levels must
   allow the channel you are testing.
4. Check menu and section schedules at the restaurant's local time, plus any
   staff-only restriction on the product. A staff-only item is not expected to
   appear to customers.
5. Check the location's manual sold-out state and service countdown.
6. If only one device differs, use
   [Connection and sync](/troubleshooting/connection-and-sync). Keep pending
   work intact; do not sign out or reinstall to force a refresh.

Verify the result in the same location, channel, and order type that failed.
Search alone does not make an excluded item eligible for ordering.

## The item says sold out after replenishment

Read the reason in the location menu: **Sold out by countdown** or **Manually
marked sold out**. Check the physical portions and
[Menu countdowns](/guides/item-countdowns-auto-86). A positive service count can
clear an automatic restriction, but a manual hold is separate. Do not clear a
kitchen quality hold without the shift leader's instruction.

The sold-out control saves immediately; the menu's **Save changes** button is
for menu edits. Check the status after the action and shared sync before
assuming every device has received it.

## Choices or prices are wrong

Open the existing item, confirm its saved selling price and **Order types**,
then inspect the attached option groups. Check required picks, default
quantities, selection limits, the chosen item's price, and any context-specific
price override. Test the full selection and final total, including the same size
or bundle choice that failed.

Before editing a group, inspect **Attached items**. A shared change can affect
other products; use **Copy for this item** when only this product should differ.
Review the copy's stock-link choice as well. Saving the group and saving the
parent item's attachment are separate actions.

Do not change the sale amount on an existing guest order merely to conceal a
catalogue error. Have the authorised shift leader handle that order through the
supported workflow, then correct and verify the menu for future orders.

## The kitchen does not receive the item

Check the product's category, station routing, and intended printer. A missing
category can prevent preparation printing. Use
[Printer problems](/troubleshooting/printers) to separate routing errors from
physical connection or queue problems. Check with the kitchen before reprinting
an accepted order so it is not prepared twice.

## Escalate with evidence

Provide location, menu, section, product and choice names, order type, device,
time, expected result, actual result, saved settings checked, and exact error.
Keep guest contacts, staff credentials, and payment information out of captures.