DoorDash Outage FAQs
How do outages affect Merchants?
During a DoorDash-wide outage, you will see an alert banner at the top of the Merchant Help homepage informing you of an outage. During this time, you may temporarily stop receiving orders. Additionally, orders that have already placed may not be picked up. Once the issue is resolved, you will start receiving orders again, and the alert banner will be removed from the Merchant Help homepage.
Common outage-related FAQs:
Is a Dasher going to come pick up the order I have prepared?
The outage may have affected an existing order. If a Dasher does not arrive within an hour, please follow the steps below to receive a refund as quickly as possible.
A Dasher is at my store to pick up an order I did not receive.
The order is in our system and if you are able to fulfill the Dasher's order, you will be paid as usual as soon as the Dasher has marked the order as 'picked up.'
How do I get paid for orders I've already prepared that were never picked up due to an outage?
Please refer to the Help section below for directions on how to submit a payment request through the Merchant Portal to our payment support team. Submitting a request through the Portal will allow the fastest turnaround time for a refund.
How can I get help for other outage-related issues?
The quickest way to get help for outage-related issues to submit a Support case through the Merchant Portal; being logged in and connected to your account will allow expedited routing of your case to the appropriate team. Please log into the Merchant Portal, and select "Help" in the sidebar.
How do I access the Merchant Portal?
Navigate to the Merchant Portal login landing page. You will be prompted to enter your email address and password for your account. You can also login through your store phone number that you used to sign up for DoorDash with. If you have not done so, we highly recommend setting your email as your login. If you have not done this, please select "Haven't switched over from phone to email yet?" to set this up.
