Why a GoTab contact or purchase is missing in Patch

Most of the time this is how the tab was closed or who was listed as the owner: not a broken connection.

Start here

1. In Patch search by email, then phone, then name. Use the exact details on the GoTab tab owner.
2. Check you’re in the right Patch account. Multi-location brands have a Patch account per location.
3. Check how recent the tab is. New settled purchases usually arrive within about 6 hours, or sooner when webhooks deliver.
4. Confirm the tab had an identified owner with email or phone. Shared / anonymous tabs often don’t.

If none of that finds them, use the sections below.

1. No clear tab owner / no email and no phone

Patch only creates a contact and a purchase when GoTab has an unambiguous tab owner with a valid email or phone.

What you’ll see: The sale exists in GoTab, but nothing appears in Patch for that tab.

Fix: Capture guest email or phone on the tab when you want marketing in Patch. There isn’t a Patch setting that invents anonymous guests.

2. Tab not settled

Order Finished needs a closed tab with a closing timestamp, zero balance due, and successful original payments. Open or unpaid tabs don’t become purchases (they may still create a contact in some cases).

Fix: Confirm the tab is closed and paid in GoTab, then wait for the next sync or webhook.

3. Wrong location / unmapped venue

With multiple locations, each GoTab location must be assigned to a Patch account. An unassigned location imports nothing.

Fix: Contact Patch support. Don’t rematch locations yourself unless your onboarding rep asks you to. See Multi-location venues.

4. Timing

Patch pulls GoTab about every 6 hours. Older tab changes that miss the poll window usually arrive by webhook; if a delivery was missed, ask Patch to replay or confirm sync health.

Fix: Wait for the next sync after a settled tab, or ask Patch if everyone has stopped updating.

5. Refunds and reopened tabs

Refunds create Order Refunded (and adjust the purchase). A tab that reopens and recloses can update the same purchase: totals and loyalty contribution follow GoTab’s settled amount. That can look “missing” if you’re searching for an old total.

Fix: Open the contact’s order history in Patch and look for refunds or updated amounts on that tab.

If you need to contact Patch

Include:

• Guest name and the exact email/phone on the tab
• Location / Patch account you searched
• Rough date/time the tab closed
• Whether the tab was settled, refunded, or reopened