Handhelds Not Connecting to Secure Network

If your Toast Go® handheld (any version) won't connect to Wi-Fi, keeps disconnecting, or can't reach Toast, use this article to reconnect.

In this Article:

• Before You Begin
• Quick Fix
• Overview Steps
• Find Your Toast Wi-Fi Password
• Handheld Won't Connect to Wi-Fi
• Handheld Keeps Disconnecting From the Network
• Handheld Is Connected to Wi-Fi but Has No Internet or Won't Print
• Wireless Access Point Is Offline
• All Handhelds Are Offline at the Same Time
• Frequently Asked Questions
• Before You Contact Customer Care
• Related Articles

Before You Begin

Applies to: Toast Go® 2 handheld, Toast Go® 3 handheld, Toast-managed network

Permissions needed:

• Physical access to the affected handheld
• Physical access to your Toast router and any wireless access points in the device's coverage area
• Toast Web login (required to look up your Wi-Fi password)

What you'll accomplish: Reconnect your Toast handheld to the Toast secure network so it can take orders, accept payments, and send tickets to printers.

Note: This article covers Toast-managed networks. If your restaurant uses a self-managed network, see Handheld Device Is Not Connecting to Internet (Self-Managed Network).

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Quick Fix

Find your symptom in the table below and follow the linked branch. If your symptom doesn't match exactly, start with Overview Steps.

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Overview Steps

This is the quickest path that resolves the most common scenario—a handheld connected to the wrong Wi-Fi network or with a saved non-Toast network interfering.

1. Completely power off Toast Go, by using the power button (not just sleep mode), then power it back on.
2. Confirm the handheld is on a Wi-Fi network ending in _SECURE or _TOAST. Toast-managed networks are typically named [Your restaurant]_SECURE or [Your restaurant]_TOAST.
3. If the handheld is on the wrong network, forget all non-Toast networks the device has saved. See Forget a Network on a Toast Device.
4. Reconnect to the network ending in _SECURE. The handheld will automatically migrate to the _TOAST network after you log in to the Toast POS app. Some Toast networks only have the _TOAST network available.
5. If you don't know your Wi-Fi password, look it up in Toast Web—see Find Your Toast Wi-Fi Password.
6. If the handheld still won't connect, Contact Customer Support.
7. If multiple handhelds and terminals are offline at the same time, the issue is upstream of any single device—see All Handhelds Are Offline at the Same Time.

Expected outcome: The handheld shows a Wi-Fi signal in the status bar, the yellow offline banner clears, and you can take orders and send tickets to printers.

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Find Your Toast Wi-Fi Password

If you don't know your Toast Wi-Fi password, you can look it up in Toast Web. The password is not stored on the handheld itself.

1. Sign in to Toast Web.
2. Navigate to Toast account > Wi-Fi configuration.
3. Toggle the eye icon next to the password field to reveal your Toast-managed Wi-Fi password.

Expected outcome: You see your Toast-managed Wi-Fi network name and password.

For full details, see Locate Your Toast Wi-Fi Password.

Note: Self-managed network customers need to contact their network manager or internet service provider for the Wi-Fi password—Toast does not store passwords for networks Toast does not manage.

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Handheld Won't Connect to Wi-Fi

If your handheld can't connect to your Toast-managed network at all, work through these checks in order.

Most likely causes (in order):

• Handheld is trying to connect to the wrong saved network
• Wi-Fi password was entered incorrectly
• Wireless access point near the handheld is offline

Steps:

1. Completely power off Handheld device, by using the power button (not just sleep mode), then power it back on. On the handheld, swipe down from the top of the screen to open the Internet panel.
2. Confirm Wi-Fi is enabled.
3. Confirm the handheld is on a network ending in _SECURE or _TOAST—the network is typically named [Your restaurant]_SECURE or [Your restaurant]_TOAST.
4. If the handheld is on the wrong network, forget the wrong network and all non-Toast networks. For step-by-step instructions per device model, see Forget a Network on a Toast Device.
5. To find the name of the wireless network and password, see Find Your Toast Wi-Fi Password.
6. Open the Toast POS app and enter your passcode. Press the 3-dots in the top right corner of the screen. Press Connect to PCI network.
7. If the handheld still can't see the Toast network, the wireless access point closest to the handheld may be offline—see Wireless Access Point Is Offline.

Expected outcome: The handheld connects to the _TOAST network and the yellow offline banner clears.

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Handheld Keeps Disconnecting From the Network

If your handheld connects, then drops the connection, then reconnects—sometimes during a single shift—the handheld is most likely roaming to a non-Toast network or moving in and out of access point range.

Most likely causes (in order):

• The handheld has a saved non-Toast network and is preferring a stronger nearby signal (for example, a building next door)
• The handheld is moving out of range of the nearest wireless access point
• The Wi-Fi band setting is forcing the handheld onto a less stable frequency

Steps:

1. Forget every non-Toast network the handheld has saved. This is the single most common fix. See Forget a Network on a Toast Device for steps per device model.
2. If only the _SECURE and _TOAST networks remain saved, confirm the handheld is connected to the _TOAST network during normal use.
3. If the device is on _SECURE and won't move to _TOAST, after logging in, press the 3-dots in the top right corner of the screen. Press Connect to PCI network.
4. If disconnections only happen in a specific area of your restaurant (for example, an outdoor patio or the far side of the dining room), the wireless access point may not cover that area or the Wireless Access Point Is Offline. If the wireless access points are online, there may be an issue with wireless coverage in the area. Contact Customer Support, if the issue remains.

Expected outcome: The handheld stays connected to the _TOAST network throughout a shift.

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Handheld Is Connected to Wi-Fi but Has No Internet or Won't Print

If your handheld shows a Wi-Fi signal but you see a "no internet connection" banner or kitchen tickets aren't printing, the issue is usually that the handheld and printer are not on the same Toast network.

Most likely causes (in order)

• Handheld is connected to a non-Toast Wi-Fi network
• Handheld is on the wrong Toast network or has not completed network migration
• Receipt printer is offline or on a different network

Note: Not all Toast-managed networks include a "_SECURE" SSID. Network names and configurations may vary depending on the environment (e.g., Meraki, UniFi, Pronto, or mixed-stack networks).

Steps to resolve

1. Confirm the handheld is on the correct Toast network
   1. To find the name of the wireless network (ending in _TOAST or _SECURE) and password, see Find Your Toast Wi-Fi Password.
   2. Look for a network that matches your site's Toast configuration (often ends in _TOAST, but could be _SECURE).
   3. Do not assume a _SECURE network exists.
2. Reconnect to the correct network if needed
   1. If the handheld is on the wrong network, forget that network.
   2. Connect to the appropriate Toast network for your location.
   3. Open the Toast POS app and sign in to allow the device to complete any required configuration or network routing.
3. Verify printer connectivity
   1. Ensure the receipt printer is powered on and connected to the same network as the handheld.
   2. If the handheld is on the correct network and printing still fails, troubleshoot the printer directly.

Expected outcome: The offline banner clears and tickets successfully print to the kitchen.

Note: If the handheld shows an "Obtaining IP address" error, the Wi-Fi source has power but no path to the internet—this points to the wireless access point or router. Continue to Wireless Access Point Is Offline.

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Wireless Access Point Is Offline

Toast has several models of access point. Please call Toast Customer Care if you think you have an offline access point and you need assistance locating it.

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All Handhelds Are Offline at the Same Time

If every handheld and terminal at your restaurant is offline at the same moment, the issue is upstream of any individual device—usually the router or your internet service provider (ISP).

Steps:

1. Confirm the issue affects all devices, not just handhelds. If your wired Toast Flex terminals and KDS devices are also offline, you are looking at a router or ISP issue, not a handheld issue.
2. For full restaurant-wide network troubleshooting, see Outages and Disruptions: Troubleshoot Internet or Network Connection Issues.

Expected outcome: The Toast router status light returns to its normal state and devices reconnect.

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Frequently Asked Questions

Where Can I Find a Password for the Wi-Fi for One of My Handheld Devices?

In Toast Web, navigate to Toast account > Wi-Fi configuration and toggle the eye icon to reveal your Toast-managed Wi-Fi password. For full details, see Locate Your Toast Wi-Fi Password.

Why Doesn't My Handheld See the Toast Wi-Fi Network at All?

If the Toast Wi-Fi network doesn't appear in the handheld's Wi-Fi list, the wireless access point in your area is most likely offline, or you are out of access point range. Move closer to a known working access point. If the network still doesn't appear, see Wireless Access Point Is Offline.

Can I Use My Handheld at an Outdoor or Off-Site Event?

Toast Go® 3 Wi-Fi + Cellular handhelds can take orders and payments over cellular when no Wi-Fi is available. Toast Go® 3 Wi-Fi-only and Toast Go® 2 handhelds need a Toast-managed Wi-Fi network to operate. For off-site setup and best practices, see Use Toast for Offsite Operations.

My Handheld Connects to the Toast Network but Won't Print Kitchen Tickets

If the handheld is confirmed on the _TOAST network and tickets still won't print, the printer is most likely offline, on a different network, or is configured with a non-printing prep station. If there are no non-printing prep Station assigned to the devices, the fix could be on the printer side, not the handheld side—see Get Help: My Printer Isn't Working.

Can a Toast Handheld Connect to a Hidden Wi-Fi Network?

Yes, with additional configuration. Hidden networks are typically only used in self-managed network environments. For step-by-step setup, see Connect Toast Handheld to Hidden Wi-Fi Network.

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Before You Contact Customer Care

Have the following ready before contacting Toast Customer Care so the agent can diagnose quickly:

• Whether the issue affects one handheld or all of them
• The exact text of the yellow banner on the handheld screen (for example, "no internet connection" or "no network connection")
• Whether you have already tried forgetting non-Toast networks and reconnecting to the _SECURE or _TOAST network
• Whether your network is Toast-managed or self-managed

To contact Customer Care, use the chat button in Toast Web, or call (617) 682-0225.

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Related Articles

• Locate Your Toast Wi-Fi Password
• Forget a Network on a Toast Device
• Outages and Disruptions: Troubleshoot Internet or Network Connection Issues
• Handheld Device Is Not Connecting to Internet (Self-Managed Network)
• Connect Toast Handheld to Hidden Wi-Fi Network

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