Get Help With S1 Handheld 

Last updated: Mar 25, 2026, 1:48 PM

Get answers to frequently asked questions and common troubleshooting steps for your S1 Handheld

In this Article:

 

Toast App not Appearing on S1 Handheld

If the Toast app is not on your device, contact our Customer Care team 24/7 via chat support in Toast Web, Support Center, or the Toast Now app. You can also reach Customer Care by phone:
 

  • UK: +44 204 571 3302
  • Ireland: +353 1 913 1083
  • Canada: +1 343 451 6295
  • You can also access this team via Support Center > Customer Care.


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Confirm Card Reader Settings

  1. Navigate to Device Setup.
  2. Scroll down to Card Reader Setup.
  3. If your card reader is not showing as connected after you have completed the steps above, please restart your device. In most cases you should see the card reader as connected. If it is not connected, please contact our Customer Care team via chat, or phone support at:
  • UK: +44 204 571 3302
  • Ireland: +353 1 913 1083
  • Canada: +1 343 451 6295
  • You can also access this team via Support Center > Customer Care.


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Manually Install / Uninstall the Toast app

If the Toast app does not show up automatically, it may need to be manually triggered on the device. 

If the Toast app does not pull down from the backend, it may need to be manually triggered on the device.

 

  1. On the device, go to Settings → Apps → 8678. Entering into this page will trigger the app to pull down. 
  2. You should see the Toast app start to download.
  3. If the Toast app does not start to download after you have tried the above steps, please contact our Customer Care team 24/7 at:
 
  • UK: +44 204 571 3302
  • Ireland: +353 1 913 1083
  • Canada: +1 343 451 6295
  • You can also access this team via Support Center > Customer Care.


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The Device Will Not Connect to your _TOAST Network

If your restaurant is using a Toast Managed Network, your device needs to connect to the network called _TOAST. Your device should automatically connect to this network. If it does not, please restart your device and check for connectivity. If no connection try manually reconnecting before calling Care.

  1. Go to the home screen of the device.
  2. Select Settings.
  3. Select Configuration (If prompted for a passcode, enter 8678)
  4. Select Reset.


The device will now try to redownload the configuration and once complete, will try to reconnect to the Toast network.


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Physical Damage  

In case the device is dropped, the screen is cracked, or it does not respond after a power cycle, please contact our Customer Care team via chat, or phone support at:

  • UK: +44 204 571 3302
  • Ireland: +353 1 913 1083
  • Canada: +1 343 451 6295
  • You can also access this team via Support Center > Customer Care.


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Connectivity Issues With Device

If you are experiencing connectivity issues with your device, contact our Customer Care team via chat, or phone support at:

  • UK: +44 204 571 3302
  • Ireland: +353 1 913 1083
  • Canada: +1 343 451 6295
  • You can also access this team via Support Center > Customer Care.


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Payment App Fails to Launch

  1. If the payment App fails to launch, you will be prompted with the message “Adyen isn’t responding.”
  2. Select Close App.
  3. Select Adyen.
  4. Select Always.


ayden payment1 ayden payment2 ayden payment3

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Firmware Does Not Download

When selecting Download in the image shown below, if the device does not download the new firmware, try the following: 

  1. Restart the device.
  2. The firmware should now start downloading.

  
Ayden Firmware


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Firmware "Unable to Update"

The firmware upgrades may occasionally fail to complete. When this occurs, follow these steps:

  1. Go to Settings → Configuration → 8678 → Reset.
  2. Re-board the device.
  3. Wait for it to start.
  4. Restart/power cycle the device.

    Ayden Firmware Unable to Update


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SE Connect Fail

The S1 Handheld POS can fall into an “SE Connect Fail” error state. Follow these troubleshooting steps to get the device operational again.

  1. Remove the battery and wait for 10 seconds before re-inserting it.
  2. Restart the device.


SE Connect Fail


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Firmware Loading Screen

This screen is a normal part of the firmware upgrade process. This process can take up to 40 minutes to complete. 

Firmware Loading Screen S1


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Device Not Charging

Please ensure to always charge your S1 Handheld POS with the designated charging cable that comes in the box with your device or with the 4 bay charging dock that is sold by Toast.  We do not suggest using any other 3rd party charging equipment that has not been tested to work safely with this device.

 

If you have multiple devices, and are using the S1 Handheld POS 4 bay charging dock, please follow these steps:

  1. Check the Connection: Ensure the USB-C adapters are correctly inserted into the S1 devices and making contact with the dock port connector.
  2. Verify Power Supply: Confirm that the charging dock is receiving power. Check the power outlet and the dock's power cable for any issues.
  3. Try a Different Port: If possible, test your S1 device with another charging port to rule out a problem with the dock itself.

Important Note: The dock is compatible with or without a protective case; however, the individual USB-C adaptor for each device must be inserted before attaching the case.



If you are continuing to experience charging issues with your device, contact our Customer Care team via chat, or phone support at:

  • UK: +44 204 571 3302
  • Ireland: +353 1 913 1083
  • Canada: +1 343 451 6295
  • You can also access this team via Support Center > Customer Care.

 

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Adjust Notification, Sound and Display settings

You can adjust the device settings within the Toast app. To change the settings, follow these steps: 
 

  1. Open the Toast app and go to Setup.
  2. Select Open Device Settings.
  3. Select Display to change the brightness, screen timeout, font size, display size and more.
  4. Select Sound to change the volume settings of media, notifications, alarms and ringtones.

Note: If you are unable to adjust the device settings please contact our Customer Care team via chat, or phone support at:

  • UK: +44 204 571 3302
  • Ireland: +353 1 913 1083
  • Canada: +1 343 451 6295
  • You can also access this team via Support Center > Customer Care.

 

 

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Adjust Font Size in Toast app

To adjust the font size and display size on the S1 Handheld POS, follow these steps:

  1. Open the Toast app, and go to Setup.
  2. Select Open Device Settings.
  3. Navigate to Display >  Advanced > Font size. 
  4. To change the font size, move the slider to the right to select either the Large or Largest setting.
  5. After increasing the font size, it is crucial to adjust the display size to Small. This ensures that all screen text, icons, and buttons fit properly without being cropped or cut off.
  6. Return to Advanced display settings.
  7. Select Display size. 
  8. Change the display size to small by moving the slider to the left. 

 

Note: If the applied changes do not display immediately, close and re-open the Toast app once. 

Steps to change the font and display size.

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Adjust Tipping Settings in Toast App

You can adjust the tipping configuration within the Toast app. To change the enable/disable tipping, follow these steps: 
 

  1. Open the Toast app and go to Setup
  2. Select Device Setup.
  3. Go to Order Screen section
  4. Select Disable Tipping and choose from the options presented.

 

To change the tip percentage you will need to contact Customer Care.

 

If you need to change the tip percentage contact our Customer Care team via chat, or phone support at:

  • UK: +44 204 571 3302
  • Ireland: +353 1 913 1083
  • Canada: +1 343 451 6295
  • You can also access this team via Support Center > Customer Care.

 

Use your S1 POS Handheld in another location 

 If you use a  S1 POS Handheld to take a payment in a different Toast location to the original Toast location it was registered you may see the following errors ; 

  •  ‘The card reader isn’t set up for this location. Pair it correctly or contact Toast'
  • ‘Device registered to another location’

If you wish to use this S1 POS Handheld in another of your Toast locations, please contact customer care who can connect the card reader to another Toast location. 

 

Contact our Customer Care team via chat, or phone support at:

  • UK: +44 204 571 3302
  • Ireland: +353 1 913 1083
  • Canada: +1 343 451 6295
  • You can also access this team via Support Center > Customer Care

 

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