Get Help With Tips Not Sending to Payroll

This article is designated for users of Toast Tips Manager. If your business does not use Toast Tips Manager, this article will not apply.

In this Article:

Before You Begin
Quick Fix
If You See an "Unmapped Employee" Error but Everyone Looks Mapped
If You Approved Tips on the POS but They Didn't Reach Payroll
If Payroll Was Already Processed for These Dates
If There Is No Payroll to Send the Tips To
If a Timesheet Isn't Attached to the Pay Calendar
Before You Contact Customer Care
Frequently Asked Questions
Related Articles

Before You Begin

Applies to: Toast Tips Manager, Toast Payroll, Toast Web

Permissions needed:

4.1 Sales Reports (to view and approve tips in the Tip Management report)
6.6 Restaurant Operations Setup (to edit the tip pooling policy and tip management settings)
Toast Payroll admin access

What you'll accomplish: Identify why your Toast Tips Manager tips will not approve or send to Toast Payroll, and either resolve it yourself or know exactly what to bring to Toast Customer Care.

Quick Fix

Match the symptom you're seeing to the most common cause and the first thing to try. Each cause has a full section below.

Symptom	Most Common Cause	Quick Fix
"Unmapped employee" error, but Payroll shows no unmapped employees	A non-human, ignored, or online-ordering tip recipient still needs a mapped Payroll profile	Check for catering, online-ordering, or "ignore in payroll" recipients in your tip policy and map or handle them
Tips show "Approved" on the POS but never reached Payroll	The separate Send to Payroll step was not completed	Open the Tip Management report and select Send to Payroll for the approved dates
"Sorry! We couldn't approve this day" or a day won't send	Payroll was already processed for an employee in another pay group	Add the missed tips to a future payroll within the same quarter
No payroll is available to attach the tips to	No upcoming payroll is scheduled	Contact Toast Customer Care
A specific employee's tips won't pull over	Their timesheet isn't attached to the pay calendar	Attach the timesheet to the correct payroll in Toast Payroll
Unmapped job error	A job in your tip policy isn't mapped between Toast Web and Toast Payroll	Contact Toast Customer Care to map the jobs

If You See an "Unmapped Employee" Error but Everyone Looks Mapped

You may get an unmapped employee error even when the mapping screen in Toast Payroll shows no unmapped employees. This usually means a tip recipient that isn't a standard staff member is missing a mapped payroll profile. Check the following in order.

Open your tip policy and review the recipient and contributor jobs. Recipient jobs are found in your tip policy.
Look for a recipient that is not a regular employee, such as a job created for catering tips or an online-ordering profile. These still need a mapped Toast Payroll profile before the day can be sent.
Check whether any employee is set to ignore in Toast Payroll. An employee set to Ignore can still trigger the unmapped block if they are a tip recipient.
For any recipient that is missing a profile, follow the mapping steps in Toast Payroll: Map Profiles for Tips Manager Onboarding to create and map the profile, then try to send the day again.

Note: Only non-cash tips can be removed from a day through Toast Tips Manager. If any other tip type is attached to an unmapped recipient, the day cannot be sent until that recipient has a mapped payroll profile, or until you add those tips to payroll manually.

Expected outcome: Once every tip recipient on the day has a mapped Toast Payroll profile, the day will send to payroll without the unmapped error.

If You Approved Tips on the POS but They Didn't Reach Payroll

Approving tips for a day is a separate action from sending them to Toast Payroll, so tips can show as approved and still not appear in your payroll. To push approved tips to payroll, open Toast Web and navigate to Reports > Labor > Tip management, then select Send to Payroll for the approved dates.

If the button still reads Approve instead of Send to Payroll, your location's Tips Manager setup with Toast Payroll is not finished. Complete the Tips Manager payroll setup, then return to send the approved dates.

Expected outcome: The dates change from Approved to Sent to Payroll, and the tips appear in your payroll calculations.

If Payroll Was Already Processed for These Dates

If you have already processed payroll for part or all of the date range you're trying to send, those tips cannot be added to the completed pay run, because submitted payrolls cannot be adjusted. This often happens when an employee belongs to more than one pay group and one of those pay groups already ran payroll for the dates.

To avoid this, approve and send all tips to payroll for all pay groups before you run and submit any payrolls.

If a day has already been processed, you have three options to get those tips to your staff. You can use any of them as long as the tips fall within the same quarter.

Add the tips to your next regular payroll, either by entering the amounts manually or by uploading the tips file during the payroll process.
Run an off-cycle payroll for the missed tips. At this time, off-cycle payrolls are not subject to additional fees.
Use a quick calc to calculate tax withholdings, then pay employees by cash, company check, or a cash transfer app.

To get the tip amounts per employee, open Toast Web and navigate to Reports > Labor > Tip management. Set the date range, then use the download arrow in the upper-right corner to download a CSV file of employee tip totals. Use the columns labeled after pooling for what each employee earned after your tip pooling policy was applied.

For the full pros and cons of each option, see Toast Payroll: Unable to Send Tip Pools After Submitting Payroll.

Expected outcome: The missed tips reach your staff through your next payroll, an off-cycle payroll, or a manual payout.

If There Is No Payroll to Send the Tips To

If there is no payroll in Toast Payroll for the tips to attach to, it's possible you do not have an upcoming payroll scheduled. Contact Toast Customer Care to confirm your pay schedule.

If a Timesheet Isn't Attached to the Pay Calendar

If a specific employee's tips won't pull over, their timesheet may not be attached to the pay calendar. Correct this in Toast Payroll.

In Toast Payroll, navigate to Time.
Use the filters to locate the timesheet, then select the Timesheet hyperlink (shown as two dates).
Use the drop-down menu next to Add+ to select the payroll you want to attach this timesheet to.

Expected outcome: The timesheet is attached to the correct payroll, and the employee's tips pull over when you send the day.

Before You Contact Customer Care

Some causes require Toast Customer Care to resolve, including unmapped jobs and pay schedule questions. To help Customer Care resolve your case faster, have the following ready.

The exact error message you see, and whether it appears in Toast Web or Toast Payroll
The specific dates you are trying to approve or send
Whether any of the affected employees work at more than one location or in more than one pay group
Whether payroll has already been processed for any of those dates

If you get an error that a job is unmapped, the jobs in your tip policy need to be mapped between Toast Web and Toast Payroll. Select the blue chat button in the lower-right corner of any Toast Payroll page to chat with Customer Care, or contact Toast Customer Care.

Frequently Asked Questions

Why does it say I have an unmapped employee when no one is unmapped?

An unmapped employee error can appear even when no one is unmapped because a tip recipient that isn't a standard employee still needs a mapped Toast Payroll profile. Check your tip policy for catering jobs, online-ordering profiles, or recipients set to ignore in Toast Payroll, and map or handle each one before sending the day.

Also asked as:

It says unmapped employees but everyone is mapped?
How do I find the unmapped employee that's blocking my tips?
It says unmapped but they are already set to ignore?

What's the difference between approving tips and sending them to payroll?

Approving tips and sending them to payroll are two separate actions. Approving a day finalizes the tip amounts in Toast Tips Manager, and sending to payroll pushes those amounts into Toast Payroll. To send approved tips, open Reports > Labor > Tip management in Toast Web and select Send to Payroll.

Also asked as:

I approved the tips but they aren't in payroll?
How do I push pooled tips to payroll?
Why didn't my approved tips send over?

Can I still pay out tips that were missed on a payroll I already submitted?

Yes, you can still pay out tips missed on a submitted payroll, but not on that completed pay run, because submitted payrolls cannot be adjusted. Add the tips to your next payroll, run an off-cycle payroll, or use a quick calc to pay them manually, as long as the tips are within the same quarter.

Also asked as:

I forgot to send tips before running payroll?
How do I add tips after payroll was processed?
My tips weren't in the payroll calculations?

Why can't I send tips for an employee who works at more than one location?

You can't send tips for an employee at more than one location when that employee is in another pay group that has already processed payroll for those dates. Send tips to payroll for all pay groups before running any payroll, and add any tips that were missed to a future payroll within the same quarter.

Also asked as:

Tips won't send because of another pay group?
Employee in multiple pay groups tip error?

This content is for informational purposes and is not intended as legal, tax, HR, or any other professional advice. Please contact an attorney or other professional for advice.