Get Help: Troubleshoot Toast Go® Error Messages

In this Article:

• Before you begin
• Overview steps
• Quick fix
• Identify your Toast Go® device
• Troubleshoot connectivity errors
• Troubleshoot card reader errors
• Troubleshoot blinking light and status indicator errors
• Troubleshoot sync errors
• Troubleshoot the Factory Setting Failure error
• Frequently asked questions
• Before you contact Customer Care
• Related articles

Before you begin

Applies to: Toast Go® 2 handheld, Toast Go® 3 handheld

Permissions needed:

• Access to the Toast POS app on the handheld

What you'll accomplish: Identify the error message on your Toast Go® handheld, match it to a fix, and resolve the issue without contacting Customer Care wherever possible.

Back to top

Overview steps

Error messages on your Toast Go® handheld device can be both confusing and frustrating, especially during busy service periods when there's little time to contact Customer Care. The list of error messages and troubleshooting steps below is designed to help you quickly identify and resolve issues on your own.

Required: physical access to the affected Toast Go® handheld, the charger or charging dock (for power issues), and the Toast Web account email associated with the device (for sign-in steps).

Try these steps first when you begin to troubleshoot any error message on your Toast Go® handheld:

1. Refresh your Toast app.
2. Restart your Toast Go®. To learn more, see Restart Your Device to Improve Performance.
3. Verify your card reader settings in Device Setup.
4. Check your Toast Go® Wi-Fi settings.
5. Verify if there is a Toast outage by reviewing the Toast System Status page. If there is a Toast outage, see Use Toast in Offline Mode.

If these steps do not resolve the error, find your specific error message in the Quick Fix table below and follow the matching branch.

If none of the steps in this article resolve your issue, see Before you contact Customer Care.

Back to top

Quick fix

Find the error message that matches your screen, then follow the linked section for full troubleshooting steps.

Back to top

Identify your Toast Go® device

Some troubleshooting steps differ between the Toast Go® 2 and Toast Go® 3 handheld. Confirm which model you have before continuing.

• If you are not sure which Toast Go® handheld you have, see Identify Your Toast Hardware.
• If you have a Toast Go® 2 and want general device troubleshooting (won't turn on, frozen screen, stuck buttons, cracked case, cleaning), see Get Help With Your Toast Go® 2 Handheld.
• If you have a Toast Go® 3 and want general device troubleshooting, see Get Help With Your Toast Go® 3 Handheld.

Important: If you are seeing one of these errors on a Toast Flex terminal or KDS device rather than a Toast Go® handheld, this article does not apply. See Get Help With Toast Flex Terminal Error Messages instead.

Back to top

Troubleshoot connectivity errors

Errors on your Toast Go® handheld are typically caused by connectivity issues.

These error messages indicate a connectivity issue with your Toast Go®:

• POS ran into an issue and needs to reload
• Error syncing
• Items not sent to kitchen
• Red or Blue Blinking Question Mark
• Cannot sync to Toast cloud
• No internet connection
• No network connection

Try these steps first:

1. Refresh your Toast app.
2. Restart your Toast Go® device.
3. Confirm the Toast Go® handheld is connected to your secured Toast network. The network is typically named "[Your restaurant]_TOAST" or "[Your restaurant]_SECURE".
4. Check the Toast System Status page to confirm there is no active Toast outage. If there is an outage, see Use Toast in Offline Mode.

Expected outcome: The error clears and the device returns to the normal POS screen.

If the error persists, try these next:

1. Restart your wireless access points.
2. Restart your router.
3. Resync all data on the device. To learn more, see Resync All Data on Your Devices.

Important: Before resyncing or factory resetting, confirm there are no pending credit card payments, red checks, or unsynced models on the device. Resyncing in this state will cause those payments to be lost permanently and cannot be recovered. See Resync All Data on Your Devices for the pre-resync check.

If the Toast Go® keeps disconnecting from Wi-Fi:

• Forget non-Toast networks on the device so the Toast Go® remains connected to your Toast-managed network. To learn more, see Forget a Network on a Toast Device.
• For detailed step-by-step network troubleshooting, see Handheld Not Connecting to Toast Secure Network.

If these steps still do not resolve your issue, see Before you contact Customer Care.

Back to top

Troubleshoot card reader errors

Errors on your Toast Go® handheld can also be caused by issues with your card reader.

These error messages indicate a card reader issue:

• No card reader information
• Unable to read card
• Card reader not connected
• Tap or chip payments not working

To troubleshoot card reader errors on your Toast Go®:

1. Ensure the card reader is properly connected and undamaged.
2. Review your card reader settings in Device Setup on your Toast Go®.
3. Make sure EMV Enabled is set to Yes.
4. Power cycle the device.
5. Check for available software updates.

Expected outcome: The card reader is recognized, EMV Enabled is set to Yes, and the next test payment goes through.

If tap (contactless) payments are failing specifically on a Toast Go® 2:

The Toast Go® 2 contactless reader detects the NFC coil at the top of the device. Position the card horizontally, align with the top edge of the device, and move the card slightly left or right until the reader detects the coil. Not all cards support tap — confirm there is an NFC symbol on the card. To learn more, see Get Help With Your Toast Go® 2 Handheld.

If the card reader fails after the basic steps above:

For a Toast Go® 2, use the Card Reader Test App to confirm whether the reader itself is failing:

1. Select the circular Home button at the bottom of the device screen.
2. Select Card Reader Test App.
3. On the next screen, select the corresponding button to test the dip (insert), swipe (magnetic stripe), and tap (NFC) functions.

If the test reports Result: Fail, the reader is failing and the device may need to be repaired or replaced — see Before you contact Customer Care.

For a Toast Go® 3, the device has a built-in card reader and uses Adyen Castles (Network) as the reader name in Device Setup. To verify reader status:

1. Navigate to Device Setup.
2. Scroll down to Card Readers.
3. Confirm Adyen Castles (Network) appears with a status of Connected. If the status is Not Connected, restart the device.

If these steps still do not resolve your issue, see Before you contact Customer Care.

Back to top

Troubleshoot blinking light and status indicator errors

If your Toast Go® handheld is showing a blinking question mark, blinking light, or unfamiliar status indicator, use the table below to identify what the indicator means.

The table below applies to the Toast Go® 2. To learn more about Toast Go® 2 indicator lights, see Get Help With Your Toast Go® 2 Handheld.

For Toast Go® 3 indicator lights: The Toast Go® 3 charging dock LED uses different colors (no lighting, static red, static amber, static green, pulsing amber for water detection). The Toast Go® 3 handheld itself does not use the same blinking question mark behavior as the Toast Go® 2. To learn more about the Toast Go® 3 charging dock indicator lights, see Set Up Your Toast Go® 3 Handheld. To learn more about Toast Go® 3 handheld lights, see Get Help with Toast Go 3.

If these steps still do not resolve your issue, see Before you contact Customer Care.

Back to top

Troubleshoot sync errors

These error messages indicate a sync issue between the Toast Go® and the Toast cloud:

• Error syncing
• Cannot sync to Toast cloud
• Sorry, the POS system ran into an issue and needs to reload
• Device contains an order that has not synced (blinking red question mark)
• Device is not syncing with other devices (blinking blue question mark)

To troubleshoot sync errors on your Toast Go®:

1. Confirm the device is connected to the secure Toast Wi-Fi network.
2. Force quit and relaunch the Toast POS app.
3. From the passcode screen, select the three-dot overflow menu in the upper-right corner.
4. Select Resync Orders or Resync All Data, depending on which option is available. To learn more, see Resync All Data on Your Devices.

Expected outcome: The blinking question mark clears and orders flow normally between devices.

Important: Before running Resync All Data, confirm there are no pending credit card payments, red checks, or unsynced models on the device. Resyncing in that state will cause those payments to be lost permanently and they cannot be recovered. See Resync All Data on Your Devices for the pre-resync check.

If these steps still do not resolve your issue, see Before you contact Customer Care.

Back to top

Troubleshoot the Factory Setting Failure error

If you receive an error message stating Factory Setting Failure, the device is faulty and must be replaced. This error is not self-serviceable.

To start a replacement:

• US customers: Contact Toast Customer Care, or your onboarding specialist if your device is still in onboarding.
• International customers (Australia, Canada, Ireland, UK): Contact Toast Customer Care using the regional numbers listed in Get Help With Your Toast Go® 3 Handheld.

For more information about the replacement process, see Replace Faulty Hardware (RMA).

Back to top

Frequently asked questions

What does a blinking blue question mark on my Toast Go® handheld mean?

A blinking blue question mark on a Toast Go® 2 means the device is not syncing with other devices in your restaurant. To resolve it, confirm the device is on the secure Toast Wi-Fi, force quit and relaunch the Toast app, and from the passcode screen select the three-dot menu in the top right corner, then select Resync Orders. See Troubleshoot blinking light and status indicator errors for the full indicator table.

Also asked as:

• • What does the blinking blue question mark mean on the handheld?
  • Why is my handheld blinking with a blue question mark?
  • Red/blue blinking question mark on handheld?

What does a blinking red question mark on my Toast Go® handheld mean?

A blinking red question mark on a Toast Go® 2 means the device contains an order that has not synced with the server. To resolve it, follow the steps in Troubleshoot sync errors.

Also asked as:

• • What does a blinking red question mark on a Toast Go 2 indicate?
  • Handheld is blinking a question mark?
  • Blinking red light on a Toast Go 3?

Why is my Toast Go® showing "POS ran into an issue and needs to reload"?

This message usually points to a temporary app crash or a connectivity hiccup. Tap OK and reopen the Toast POS app. If the message returns, force stop the app and verify the device is on your secure Toast Wi-Fi network. If the error continues on a Toast Go® specifically, follow Troubleshoot connectivity errors. If this error appears on a Toast Flex terminal rather than a Toast Go® handheld, see Get Help With Toast Flex Terminal Error Messages instead.

Also asked as:

• • Sorry the POS system ran into an issue and needs to reload?

My handheld's orders aren't printing in the kitchen. Why?

If orders from your Toast Go® handheld aren't printing in the kitchen, the handheld may be connected to the wrong wireless network. Toast Go® devices must be connected to the Toast Enhanced Security Network to communicate with printers. Open the Wi-Fi settings on the handheld, confirm you are connected to the secure Toast network (typically named "[Your restaurant]_TOAST" or "[Your restaurant]_SECURED"), then retry the print. For full printer troubleshooting, see Get Help: Troubleshoot Printer Error Messages.

Also asked as:

• • Toast handheld not sending to printer?
  • Handheld won't connect to our printer?
  • My handheld is not sending drink orders?

My handheld won't take a card payment. What should I check?

If your Toast Go® won't take card payments, start with the Troubleshoot card reader errors section above. Verify EMV Enabled is set to Yes in Device Setup, power cycle the device, and confirm the card reader is showing the expected indicator status. If chip or tap payments are still failing on a Toast Go® 2, use the Card Reader Test App as described in that section.

Also asked as:

• • Why is my handheld not taking credit card payments?
  • Chip reader not working on handheld?
  • Handheld credit card reader is not working?

Why does my Toast Go® keep disconnecting from the network?

The most common cause is the handheld switching to a non-Toast network. To resolve it, forget all non-Toast networks on the device so the Toast Go® stays connected to your Toast-managed network. See Forget a Network on a Toast Device. For broader network troubleshooting, see Handheld Not Connecting to Toast Secure Network.

Also asked as:

• • Handheld keeps going in and out of connectivity?
  • Our Toast are not syncing and having a hard time connecting to the internet?

Is the Toast Go® error the same on the Toast Go® 2 and the Toast Go® 3?

Most error messages described in this article appear on both Toast Go® 2 and Toast Go® 3 handhelds. Some hardware-specific steps differ — for example, the Toast Go® 2 uses the Card Reader Test App while the Toast Go® 3 uses Adyen Castles (Network) in Device Setup, and the two devices use different chargers and reboot key combinations. If you're not sure which device you have, see Identify Your Toast Hardware. For full device-specific guidance, see Get Help With Your Toast Go® 2 Handheld or Get Help With Your Toast Go® 3 Handheld.

Also asked as:

• • Toast Go 2 not working?
  • Toast Go 3 isn't connecting to my network properly?

My Toast Go® won't turn on or is frozen. What do I do?

A device that won't turn on, freezes, or is stuck on the "No command" screen is covered in the general device troubleshooting article for your model. See Get Help With Your Toast Go® 2 Handheld for Toast Go® 2 power and screen issues, or Get Help With Your Toast Go® 3 Handheld for Toast Go® 3 power and screen issues.

Also asked as:

• • My handheld stopped working?
  • Handheld won't turn on?
  • My handheld tablet is down?

Back to top

Before you contact Customer Care

If the steps above do not resolve the error, gather the following information before contacting Customer Care so the agent can diagnose and resolve the issue more quickly:

• The exact error message text shown on your Toast Go® handheld (a photo or screenshot is best).
• The Toast Go® device model — Toast Go® 2 or Toast Go® 3. If unsure, see Identify Your Toast Hardware.
• The device serial number.
• Whether the issue affects all Toast Go® handhelds at the location, or only one.
• Whether other Toast devices at the location (Toast Flex terminal, KDS device) are working normally.
• The steps you have already tried from this article.
• Whether the device has pending credit card payments or red checks that have not yet synced with the Toast servers.

To contact Customer Care, see How can I contact support in the Toast app?

Back to top

Related articles

• Get Help With Your Toast Go® 2 Handheld
• Get Help With Your Toast Go® 3 Handheld
• Resync All Data on Your Devices
• Handheld Not Connecting to Toast Secure Network
• Get Help: Troubleshoot Printer Error Messages

Back to top