Troubleshoot Toast Online Ordering Error Messages

In this Article:

• Troubleshoot a "Restaurant is Offline" Error
• Troubleshoot an Auto-Approval Paused Error
• Troubleshoot Guest Errors With Online Ordering

Troubleshoot a "Restaurant is Offline" Error

A "Restaurant is Offline" error occurs when an auto-fire device is offline or an order is stuck in pending status. Follow these steps to troubleshoot: 

1. Navigate to Pending Orders Mode > Future Checks on your POS. 
2. Expand the time range.
3. Locate the stuck check and fire it.
4. Once you've fired any existing pending orders, navigate to your auto-fire device.
5. Open a new check on this device and select the Online Ordering - Takeout dining option.
6. Fire the order.

If your order is still stuck in Pending Orders, contact Customer Care for further assistance.

Back to top

Troubleshoot an Auto-Approval Paused Error

An "Auto-Approval for Toast Online Ordering is Currently Paused" error occurs when an auto-fire device is offline or an order is stuck in pending status. Follow these steps to troubleshoot:

1. Start a new quick order on the auto-fire device.
2. Set the dining option to Online Ordering - Takeout.
3. Send an item to the kitchen and confirm that it sends successfully. Make sure that the item sent is listed in Orders Hub. 
4. Refresh the Takeout & delivery page in Toast Web to confirm the error has been removed. This refresh may take a few minutes.  

Back to top

Troubleshoot Guest Errors With Online Ordering

There may be times when your guests encounter the following types of error messages when placing an order on your Toast Online Ordering page:

• Temporary service interruption. Try refreshing the page, or contact the restaurant directly to order.
• Unable to load this item. Try refreshing the page, or contact the restaurant directly to order.
• We couldn't process your order. Please check your credit card information and re-submit.
• We couldn't process your order. Your pickup or delivery time is no longer available. Reschedule your pickup or delivery to complete your order.
• We're experiencing issues processing online orders. We apologize for the inconvenience. Please contact the restaurant directly to order.

These messages can appear because of micro outages caused by network connection issues. Please ensure affected devices have a proper network connection, including, if possible, a direct connection to the router with a verified working cable to rule out other variables. See this article for more info: Outages and Disruptions: Troubleshoot Internet or Network Connection Issues.

Back to top