Why your Uber Eats promotion is not showing to customers

Uber Eats gives restaurant operators the least machine readable view of their own promotions of any major platform. Uber’s developer portal carries a navigation entry called “Promotions API Suite” and publishes no endpoints under it, so a chain cannot ask Uber what offers are live. The storefront is not the merchant’s to control either: Uber’s merchant terms state that “the visibility or availability of the Merchant’s ‘storefront’ to Customers … is controlled by Portier and may be adjusted or updated by Portier in its sole discretion.” A promotion is a request, not a guarantee.

We do not publish a downtime figure for Uber Eats. Our July 2026 measurements cover the UAE, Saudi Arabia and Kuwait, and Uber Eats does not trade there under that name, so there is no honest number to place here. What Uber does publish is a concurrency limit worth knowing before an audit: “You can run up to 5 offers at a time to see which drives the best results.”

Where do you create an Uber Eats offer, and what is the tool called now?

In Uber Marketing Manager, which is a rename that has not finished, and the naming is itself a reason people cannot find the screen. Uber’s current help article says “Eligible merchants can create and manage consumer offer campaigns through Uber Marketing Manager”, and gives the path as “Sign in to Uber Marketing Manager. From the sidebar, select Marketing. On the top navigation bar, select All Campaigns.” The merchant academy, which has not been updated to match, still says “Log in to your Manager portal, then click on the Marketing tab.” The contract calls the whole thing something else again, the “Offer Tool”.

Campaigns and offers are separate objects, which matters when one is missing. An offer is created inside a campaign, and the campaign carries the audience, the schedule and the budget. Editing is restricted to the future, in Uber’s own words: “You can only edit upcoming campaigns.” An offer that is already running therefore cannot be corrected, only ended.

What is the Uber Eats Offer Redemption Fee?

A per order charge on top of the discount itself, and Uber’s merchant terms put it at 0.99 dollars in the fee table. The clause reads: “Portier will charge the Merchant and the Merchant shall pay the Offer Redemption Fee for each order in which the Customer has redeemed an Offer.” Source: uber.com merchant terms.

Uber’s own explainer adds that it is charged once per order regardless of how many offers a customer stacks, that it applies from a launch date that varies by region, and that offers scheduled before that date are exempt even if they go live later. This is the single most consequential recent change to Uber Eats promotion economics, and it means an offer that was modelled as costing the discount now costs the discount plus a fixed amount per redemption. A high frequency, low ticket campaign is affected far more than a large basket one.

What does Uber Eats not publish about the cost of an offer?

The commission base. Uber’s merchant terms establish the Offer Redemption Fee and describe co funded offers as a payout adjustment, but we found no public Uber page stating whether the marketplace fee is calculated on the order value before the discount or after it. That single question is the difference between a campaign that pays for itself and one that does not.

We are not going to supply the answer from a neighbouring platform or from a reseller article, and an operator should not either. A chain modelling Uber Eats promotions should get the commission base confirmed in writing by its account contact, and should treat any confident number found elsewhere as unsourced until it is.

Does Uber Eats co fund offers?

Contractually yes, by separate agreement rather than through the self serve tool. The terms describe it: “From time to time, Portier may agree to a Co-Funded Offer. For each Co-Funded Offer, the parties will agree to an applicable written Offer Schedule setting forth: a description of the Co-Funded Offer; the obligations of each party in relation to such Co-Funded Offer, including funding obligations.”

The mechanism on the money side is a payout adjustment rather than a reduced discount. Uber states that it “will issue an adjustment to the Merchant’s payout … such that the Merchant will receive the same amount in their Item Revenue for such order as if a Portier-funded portion of the Offer was not applied to such order.” A co funded offer therefore appears to the customer as an ordinary merchant offer while part of it arrives back as a payout line. Eligibility for offers at all is left open in the same document, “Subject to any other guidelines or eligibility criteria for Offers that Portier may make available from time to time”, and Uber publishes no rating or volume threshold anywhere we could find.

Why can some customers not see your Uber Eats offer?

Because the audience is narrower than most operators set it. Uber’s merchant academy puts the choice as “Choose whether to show up exclusively for new customers or reach all users in your area”, so anybody in the business who has ordered from their own brand falls outside the first option by definition, and the person checking the app is very often that person. Uber’s advertising side defines the same split more fully, as “All Customers”, “New Customers” who “have never ordered from your restaurant before”, and “Returning Customers”.

Basket rules are the third filter, and Uber explains how they interact with item offers: “Basket size is determined before the offer is included. For example, if an offer requires a $20* minimum basket size, a customer who purchases 2 items at the $10 buy one, get one level ($20 value total) will be eligible for both offers.” Uber also separates item level from basket level offers, supporting several of the first and only one of the second per order.

How can a chain audit Uber Eats offers without an API?

By reading the storefront, because Uber has left no other route. The Promotions API Suite entry exists on the developer portal with no endpoints beneath it, so there is nothing to query, and the reporting screen does not fill in immediately either: “Active campaign data will appear within 48 hours of the campaign’s start.” A campaign launched for a Friday service therefore shows nothing in Performance on the Friday, which is exactly the shift somebody wanted to check.

What is visible from outside is exactly what Uber says customers see: “Customers will see a green ribbon on your storefront showing your offer”. Kitchain (kitchain.co) records that ribbon on each Uber Eats store page daily and flags where it stopped, which on a platform whose own performance screen only fills in after two days, and which publishes no promotions endpoint, is the only same day signal a chain can get.

For Uber Eats itself, its markets and its store states, see our profile at kitchain.co/aggregators/uber-eats/.