Outages and Disruptions: Recover and Get Back Online

• What do I do after my restaurant is back online following an outage/disruption?
• How to resume operations after a payment or service disruption?
• 10/20 AWS Outage Recovery

After a service disruption, Toast recommends following this checklist to resume operations.

Consider these recommendations as you complete the checklist:

• Keep merchant copies of receipts signed by guests as records for payments taken offline in case the payment is lost, any tip adjustments are needed, or in case of a chargeback.
• Do not select the Capture button in Close Out Day to capture your credit/debit card payments once you're back online.
  • As each device where cards were swiped regains connectivity to the Toast cloud, credit and debit card authorizations will be automatically captured. Triggering this function manually may cause some authorizations still processing to be missed, resulting in deposit discrepancies.
• If payments still show as processing but the device is online, log out and log back in to the device. Keep the device online at all times. Do not resync data on this device. If the payments haven't resolved after 3-5 days, chat with Customer Care.

Service Disruption Recovery Checklist:

1. If your network connection has returned, but your Toast devices aren't reconnecting and you're still in Offline Mode, try closing the Toast app and reopening it.
   1. Swipe from the bottom of the screen toward the top.
   2. Swipe the Toast app off the screen to close it.
   3. Then, select the Toast POS icon from your device's home screen to open it.
   4. Log in, enter your passcode, and the Offline Mode notification bar should disappear. Do not turn off the device or uninstall the Toast app, as stored data and payments may be removed.
      
      
2. Reconcile open checks with denied or errored payments. These cannot be retried. Choose one of the following options:
   1. (Recommended) Create an to close affected checks to specifically track sales from the outage. This is the optimal option to try to retain accurate sales figures, track checks with missed payments, as well as retain tip and gratuity information.
   2. . This may cause discrepancies in sales figures if these items were made.
   3. . A new discount can be created for tracking. This may cause discrepancies in sales figures.
      
      
3. If Shift Reviews are required, rectify shift changes and reviews as they can not be completed during Offline Mode. During an outage, we recommend following the steps in the  article to complete the shift review process. After an outage, if you wish for shift reviews to be completed by an employee on the POS, the following steps should be taken:
   1. A manager will need to create a Time Entry for affected employees on the day of the outage for the relevant times. If a Time Entry was already created and has an end time, it will need to be edited to remove the end time as noted in the  article.
   2. The staff member can then login to the POS and complete their shift review by navigating to the Shift Review page and deselecting “Filter to Today” to view previous shifts.
   3. From there, the employee can select the outage day and any of the checks closed on that day for the server should appear there.
   4. The employee can then complete the shift review as normal.
      
      
4. If Shift Reviews are not required for any particular employees, confirm employee time clock entries are accurate. During Offline Mode, your employees should be clocking in and out on the same device. When this doesn't happen, discrepancies may occur. Check the accuracy of your Time Entry Management report for the offline time period and update any inconsistencies. Learn more: .
   
   
5. Handle any online orders that came in during Offline Mode.
   1. When internet service is restored and Toast devices go back online, any online orders that came in during Offline Mode will appear in the Orders Hub (Learn more: ). Here, you can  the orders. Once approved, orders can be voided or processed (this decision might come down to the order's original timing, your current volume, and what the guests would like to do).