Wolt offline: why your machine venue is closed

A "Wolt offline" venue can be closed by its opening hours, closed by hand in the Merchant App, or closed by an integration after the machine stopped reporting stock. Check the venue's hours and status before you touch the machine's network: Wolt keeps opening times and online status as separate controls.

Separate a closed venue from a disconnected machine

Check the scheduled closing time first. In the Wolt Merchant App, the venue status button shows the venue's current state and lets you close it for 30 minutes, an hour or until the next scheduled opening; Wolt also opens and closes the venue automatically from the hours you set (Wolt Merchant App guide).

Next, check whether the integration closed the venue because stock information stopped arriving. Note the time of the closure email and the machine's last successful stock update. A machine can be powered and reachable while the link between its cloud and the integration has failed, so compare those two timestamps before changing anything on site.

Finally, check the machine's own connection: its connection indicator and the latest report in its cloud account. A lit screen is not evidence that stock reporting works. Write down whether the missing link is machine-to-cloud or cloud-to-integration; they are fixed by different people.

Diagnose "Wolt offline" in this order

1. Hours and manual closure, from your desk. Compare the current time with the venue's regular hours and any exception. Wolt's Venue API keeps regular opening times and special opening times as separate settings, and the venue's online state as a third (Wolt Venue API). Correct a wrong schedule before you look at hardware.
2. Pause and your alert email. Open the machine in the PickVend portal and check whether Pause was pressed for restocking. Search your inbox for the closure email and match its machine name and time to the venue you are looking at; this matters when several machines share a building.
3. Fresh stock in the machine cloud. Open the cabinet's record in the machine's own cloud and compare its latest stock report with the closure time. If the cloud has newer stock but the integration still reports a missed check, send both timestamps to support and leave the venue closed until the mismatch is explained.
4. The machine's network, only if the cloud record is stale. Check the connection indicator and the router or mobile connection serving the machine. After reconnecting, confirm that a new report reaches the cloud; a phone working on the same premises proves nothing about the machine.
5. Escalate with what you have collected. Machine name, venue, closure time, last stock update, recovery email if any. If the integration reports recovery but Wolt still shows the venue closed, put the same details in a Wolt support request from the Merchant App.

What the automatic closure does

PickVend treats two missed stock checks in a row, about 10 to 20 minutes, as the signal that stock is unknown. It then closes the store on every linked platform, rejects any order that still arrives, and emails you. When the machine answers again, the store reopens by itself and a second email goes out.

Use the two emails as the start and end of the interruption. Keep them with the machine name and the last good stock update. The 10 to 20 minute detection window is not a reason to wait before investigating a connection you already know has failed.

Planned interruptions: Pause and opening hours

Press Pause in the portal before you open the machine to restock, and release it when you are done. Set opening hours per machine so the delivery window matches when a courier can actually reach that cabinet; for an office lobby, that means the hours the building entrance is open.

After a connection recovers, compare the recovery email with the machine's current stock report before you expect orders. Platform access opens one platform and one country at a time; we say plainly which are live.

Check whether your machine qualifies: pickvend.com/compatibility

Does "offline" prove the machine has lost internet?

No. Check hours and manual closure first; Wolt keeps opening times and online status as separate controls in its venue tools.

What happens after stock reporting returns?

The store reopens automatically and you get a recovery email. Check that email against the machine's latest stock report.

How do I stop orders while restocking?

Press Pause in the portal before opening the machine, and release it when the work is finished.