Log in to Toast: Troubleshoot Login

In this Article:

• Start Here: Common Issues With Logging In
• Common Troubleshooting Issues
  • The login page isn’t loading properly
  • I don’t know my account email address or password
    • I’m not able to reset my account password
    • I need to change the email address for my account
    • "Expired link" error
  • I’m getting an error when I log in
    • I’m locked out of my account
    • “Wrong username or password” error
    • “Failed to change password. Cannot find your user record” error
  • I’m having trouble with reCAPTCHA
  • I’m having trouble with MFA
• My POS Access Code Isn’t Working
  • I can’t move past the passcode screen
  • “Your session is no longer valid. Please log in again” error message
• "Something Happened When Trying to Contact Toast" Error Message on Toast POS
• “Your Account Has Been Disabled” Error Message on Toast POS

Start Here: Common Issues With Logging In

If you’re having trouble logging in to a Toast platform, make sure to first follow these universal troubleshooting steps:

• Check your device's internet connection and ensure there are no network issues.
• Verify that your credentials (email and password) are correct and up-to-date.
• Reset your password if login attempts lock your account.

Then answer these questions to determine what additional troubleshooting steps you should try:

1. Where are you trying to log in? Make sure that the URL you’re using is correct.
   • If you’re having trouble with your POS access code (PIN/passcode) on a terminal or handheld, find detailed instructions .
   • Toast Web:
   • Toast Payroll:
     • Note: If you see “?ReturnURL” in the address bar of your web browser, try deleting that part of the URL or using the Toast Payroll login link above.
   • xtraCHEF by Toast:
   • Sling by Toast:
   • MyToast, Toast Now, Toast Tables: Log in from the mobile app.
     • For more details on troubleshooting the Toast Tables app, see .
   • If you're using a handheld device, ensure the device's cache and storage are cleared, and verify credentials specific to the handheld POS system. Restart the device if issues persist.
2. Have you double-checked the spelling and capitalization of your email address and password? Sometimes, if you’ve saved an email address or password on your computer (using auto-fill or a password manager), it may be outdated or incorrect. Try typing it in again, being careful to spell everything correctly and only capitalize the appropriate letters.
3. If you're a Toast Payroll user, have you accepted your invite yet? New hires should check their email inbox for a message from noreply@toasttab.com and use the Create your account link; this will allow you to create your password, set up an account, and begin the .
   1. Your manager can if you cannot locate it.
4. Are you using a mobile device for Toast Web, Toast Payroll, or xtraCHEF? If so, consider switching to a laptop or desktop instead. We recommend using Google Chrome as your web browser.
5. What happens when you try to log in?
   • If the page isn’t loading properly, follow these .
   • If you don’t know the email address or password to use, follow these .
   • If you’re experiencing an error after you log in, find your error in and follow the appropriate steps.
6. Have you failed the login five times in one hour?
   • If yes, you will be locked out of your account for a period of time. See more .

Common Troubleshooting Issues

The login page isn’t loading properly

Your device or browser may be causing login issues.

• If you’re using a phone, tablet, or Toast device, try switching to a desktop.
  • If you’re unable to switch to a desktop, make sure you have an active internet or data connection. You might also try decreasing the font size on your mobile device.
• Confirm that you’re using Google Chrome as your internet browser.
  • Clear your cache and cookies. See for instructions.
  • Alternatively, try a private or Incognito tab.
• Restart your device. Restarting can often resolve underlying system or browser-related issues causing login problems.

Additionally, if you're not able to load a login page and you're instead directed to Toast Shop (we sometimes see this with users attempting to log into xtraCHEF), you may not have been added as a user or your email does not match the one you have in Toast Web. walks through adding a new user to xtraCHEF. As it turns out, if your email address in xtraCHEF needs to be updated to match your Toast email, you'll need to contact Customer Care via the blue chat dot in the lower-right corner of any Toast page.

I don’t know my account email address or password

If you don’t know which email address to use for logging in to your account, a manager or admin at your restaurant should be able to look up your employee profile containing that information.

If you don’t remember your password, go to the and enter your email address. After you select Continue, you'll see a Forgot password? link that you can use to reset your password.

If you're still having trouble logging in after you reset your password, try clearing your cache or using another web browser or window. If you receive a message that says to contact an admin, but no admins at your location are able to reset the password, contact .

I’m not able to reset my account password

If you saw the green success message (“We’ve sent you an email”) after selecting Forgot password?, but haven’t received the password reset email:

1. Confirm that you spelled your email address correctly.
2. Check your spam/junk folders for the password reset email.
3. If you still aren’t receiving the password reset email, contact for further assistance.

If you selected Forgot password?, did the “resetting password” page just load indefinitely?

• If so, confirm that you are spelling the email address correctly on the login page. Remember that auto-filling this information can lead to using the wrong email address.
• Follow the steps in to fix browser issues.

If you've reset your password and now you're trying to log in, but the login page just keeps reloading, the issue is most likely with your browser's history. Clear the cache and cookies from your browser () and don't use an autofilled email address or password. Alternatively, use another computer or use Incognito mode in Google Chrome, but this will only temporarily solve the issue.

I need to change the email address for my account

If the email address for your Toast account is incorrect or needs updating, there are different processes to be aware of.

Toast Web (Toast Now, MyToast, Toast Tables): You can update your own email address if you're already logged in to your Toast account (see ). If you cannot log in, another user at your restaurant with the 4.9 Employee Info permission in Toast Web can change your account email address directly from your employee profile in Toast Web.

1. Navigate to Employees > Employee Management > Employees.
2. Find the employee in questions and select the pencil icon.
3. Navigate to the Profile tab.
4. Update the email address and Save changes.

Toast Payroll: If you've completed the unified login wizard (), then you'll follow the steps in the Toast Web section above to have your account email address updated in Toast Web. The change will automatically sync to Toast Payroll immediately.

If you have not completed the unified login wizard:

• HR+/Admin users can change your email address until you've created your account and logged in to Toast Payroll.
• Once you've logged in to Toast Payroll, your employer can no longer update your email address in Toast Payroll.
• You will need to log in to Toast Payroll and update your own email address by navigating to My Profile > User Account > Update.

xtraCHEF by Toast: Toast cannot change the email address associated with an xtraCHEF user. If you need to update your email address:

1. Follow the steps to update your email address in Toast Web (see ).
2. Deactivate the xtraCHEF user profile with the old email address.
3. Add a new user with the new email address.

If these steps do not work, contact for further assistance.

"Expired link" error

When an employee is sent multiple email invites to Toast Web, they can encounter an "expired link" error if they select any links besides the most recent one. If an employee uses a stacked email inbox like Gmail, it can be difficult to realize which invite is the most recent. To correct this issue:

1. The employee should log into their Gmail account and delete all previous invite emails to avoid confusion from stacked emails in Gmail.
   1. These emails have the subject line Activate your Toast account and are sent from .
2. Now an employer can open Toast Web, navigate to Employees > Employee management > Employees, and select the last name hyperlink of this employee.
3. Select Invite to create account to resend the invitation. Importantly, the employee should wait at least one minute before selecting the new link. This will let the system sync with only the most recent invite and ignore the others sent previously.

I’m Getting an Error When I Log In

I’m locked out of my account

If you unsuccessfully attempt to log in five times over the course of one hour, you will be locked out of the system for one hour. You will see an error message that reads, "Your account has been blocked after multiple consecutive login attempts." You may also get an email explaining that your login is blocked.

There is no way around this and you should be mindful of only attempting to log in when you have the correct set of credentials.

“Wrong username or password” error

The "wrong username or password" or "invalid password" error may appear for a number of reasons:

• Your email and password may not have been entered correctly. Carefully type in your email address and password manually and do not use any type of autofill or saved credentials.
• If you are a Toast Payroll customer who has completed the unified login wizard, you may be using the wrong email address for your linked account.
  • An HR+ user can help you confirm the email address associated with you account. You can always log in and change the email address if you want. The steps are listed in .
  • An HR+ user can also double-check for a potential duplicate Toast Web profile(s). Follow the steps in to check for duplicates and archive the unnecessary one(s).

If you still see the same error message, attempt standard troubleshooting steps:

• Clear your cache and cookies.
• Try a Google Incognito window or private browser tab.
• Try a different browser.
• Decrease the font size on a mobile device.
• Ensure pop-ups are allowed.

Lastly, if you're receiving this error after resetting your password or your POS access code, you may need to ask your employer to reset your permissions. An individual with the highest level of permissions can navigate to Employees > Employee management > Employees, select the edit pencil for your profile, and take note of all permissions you currently have. Then they should remove all your permissions, Save the page, then add the permissions back in and Save once more. This "refreshing" of permissions should allow you to log in to Toast Web or a Toast POS device without error.

"Failed to change password. Cannot find your user record" error

The "Failed to change password' error appears when a user select an old "reset password" link in their inbox. Try refreshing your inbox and looking for the most current email from noreply@toasttab.com labeled Password Reset Information. You may need to check your spam or junk folder.

I'm having trouble with reCAPTCHA

If you're experiencing problems with reCAPTCHA (selecting the checkbox for "I'm not a robot"), refer to .

I'm having trouble with MFA

If you've lost access to the device that you use for multi-factor authentication (MFA) and you can't log in, will need to reset MFA for you.

If you're able to log in to Toast Web, you can reset MFA by yourself by selecting the avatar icon next to your name in the upper-right corner of the screen and then selecting My account. Learn more by reading .

My POS Access Code Isn't Working

If your POS access code (also referred to as your PIN, passcode, or clock-in number) isn't working, it may be because your manager has invited you to create a Toast Web account. Once the invitation is sent, your POS access code is temporarily deactivated. To activate your POS access code again, locate the account invitation email (search your inbox, spam, and junk folders) and follow the steps to create your Toast Web account. If issues persist even after following these steps, consider confirming the device's network connection or clearing cache and storage on the POS device. Restarting the device can also help resolve system issues.

If you need help verifying the accuracy of your POS access code (or you need your POS access code to be changed), a manager at your restaurant can log in to Toast Web and navigate to Employees > Employee management > Employees and locate the code on the Profile tab of your employee profile. Employees cannot change their own POS access code.

If the issue persists, try , clearing storage, and restarting the device. As a last resort, uninstall and reinstall the Toast POS app, then try logging in again.

I can't move past the passcode screen

If you are unable to access a POS device after you enter in your passcode (aka your POS access code or your PIN number), it may be due to your job or permissions. A manager can check this in Toast Web:

1. Navigate to Employees > Employee management > Employees.
2. Select the edit pencil next to the account you'd like to check the permissions of.
3. Check the permissions of all jobs that are assigned to this employee. In order to access the main POS functionality, the user will need to have some of the permissions in either 1. POS Access and/or 2. Delivery Access.
4. If the employee is still unable to move past the passcode screen after you've checked the permissions of this account, make sure they're clocked into the appropriate job.
5. As a last resort, select the Archive icon (down arrow) next to the account on the Employees page and Confirm that you'd like to archive this employee.
6. Then, on the Archived tab on this page, select the Unarchive icon (up arrow) next to the employee to restore the account. The user should be able to access the POS functionality now.

“Your Session Is No Longer Valid” Error Message

If you see a message that says your session is no longer valid, logging out and back in with valid credentials will usually resolve the problem.

1. From the passcode (PIN) screen, select the three-dot icon in the upper-right corner.
2. Select Log Out.
3. Using a valid email address and password, log in again.
4. Enter a valid POS access code on the passcode (PIN) screen.
   • If the POS access code doesn’t work, try logging out and back in using a user's account with manager/owner permissions.

"Something Happened When Trying to Contact Toast" Error Message on Toast POS

This error may occur on handheld or wired devices due to connectivity issues. To resolve this error:

1. Before taking these steps, make sure you have an email and password that can be used to log into the Toast POS app. This is typically the owners or manager's email and password. If you do not have those credentials and you log out of the app, you will not be able to use the Toast POS app on this device until an email and password have been entered to log back in.
2. On the passcode or login screen, select the three dots in the upper-right corner and select Log out.
3. Log back in with the email and password mentioned above and Toast will reconnect and resync with the cloud.

“Your Account Has Been Disabled” Error Message on Toast POS

When you encounter an error message that says your account has been disabled, it refers to the email address and password used to access the Toast POS app, before the POS access code (passcode) screen. This might occur if that employee profile was archived since this disables that user's email and password. You can resolve this by having an active user log in:

1. Confirm your POS device is online by checking Device Status.
2. Log out of the Toast POS app.
3. Log back in with an active user’s email and password.

If the above steps do not resolve the issue, continue to the below additional steps:

1. Log out of Toast POS app and do not log back in.
2. Navigate to the Settings menu on the POS device, then force stop the Toast POS app and clear the cache.
3. Power cycle the POS device (turn it off and back on again).
4. When the device has finished power-cycling, log into the app again with an active user's email and password.