Last updated: Apr 30, 2026, 4:02 PM
After an outage or service disruption, use this guide to reconnect your devices and confirm payments, open checks, and shifts are back to normal.
After an outage or service disruption, use this guide to reconnect your devices and confirm payments, open checks, and shifts are back to normal.
| Do not select the Capture button in Close Out Day. Triggering this function manually may cause some authorizations still processing to be missed, resulting in deposit discrepancies. |
Once your devices are back online, complete these steps in order to restore normal operations. Select any section below for detailed instructions.
"Toast service disruption" is a message that appears on your POS when your device loses its connection to the Toast cloud — typically due to an internet outage, network disruption, or a local connectivity issue. It does not always mean Toast's systems are down.
If you see this message after your internet or power has been restored:
| Do not uninstall the Toast app while it is still in Offline Mode. Stored data and offline payments may be removed. |
Credit and debit card authorizations taken during an outage are automatically captured as each device reconnects to the Toast cloud. You do not need to manually trigger this process.
| Do not select Capture in Close Out Day while payments from an outage are still processing. Manually triggering capture may cause in-progress authorizations to be missed, resulting in deposit discrepancies. |
Keep merchant copies of receipts signed by guests as records for payments taken offline. These are useful if a payment is lost, a tip adjustment is needed, or a chargeback occurs.
In Toast Web, navigate to Reports > Payments > Payments to check the status of payments taken during the outage.
| Status | What it means |
|---|---|
| Processing | The device is submitting the payment for authorization |
| Authorized | Payment was approved and is pending final capture |
| Denied | Payment was not authorized by the card network (also shown as "declined") |
Note: Payment authorizations can expire if too much time passes between the transaction and when connectivity is restored — in some cases as early as 24 hours after the transaction. Toast recommends resolving connectivity issues as quickly as possible to prevent authorization expiry and declined payments.
Denied payments on open checks cannot be retried through Toast. Choose one of the following options to close affected checks:
Verify that all employee time clock entries are accurate for the offline time period. During Offline Mode, employees should clock in and out on the same device — discrepancies can occur if this did not happen. Check your Time Entry Management report and correct any inconsistencies. See Edit Employee Time Clock Entries for instructions.
When your devices come back online, any online orders that arrived during Offline Mode appear in Orders Hub with a pending status. You must manually approve each order before it can be processed or voided.
Without approval, orders remain queued and will not fire to the kitchen — even if auto-fire is enabled. This prevents a large influx of outdated orders from reaching your kitchen when you reconnect.
To handle queued orders:
Loyalty points cannot be accrued or redeemed during Offline Mode. After restoring connectivity, make manual adjustments to any affected guest loyalty accounts. See Manually Add and Adjust Rewards Balances for instructions.
If the steps above do not resolve your issue, gather the following before contacting Customer Care:
Contact Customer Care through the blue Support button in Toast Web or Toast Payroll Web, or through the Support tab in the Toast Now app.
"Toast service disruption" appears on your POS when your device loses its connection to the Toast cloud. It does not necessarily mean Toast's systems are down — it often indicates a local network or internet issue. Check the Toast System Status page to confirm whether there is a known outage. If Toast systems are operating normally, see Outages and Disruptions: Troubleshoot Internet or Network Connection Issues to diagnose your connection.
Payments can be declined after an outage if the card authorization expired before connectivity was restored. Some card networks expire authorizations in as little as 24 hours. [Suggested approach – requires validation: confirm 24-hour expiry window] Declined payments cannot be retried through Toast. Close the affected checks using one of the methods in the Reconcile open checks section above, and keep merchant copies of signed receipts in case you need to collect payment through another method.
No. Do not select Capture in Close Out Day while outage payments are still processing. Manually triggering the capture function may cause in-progress authorizations to be missed, resulting in deposit discrepancies. Payments process automatically once your devices reconnect.
Payments begin processing automatically as soon as each device reconnects to the Toast cloud. If a payment still shows as Processing after three to five days, contact Customer Care.
No. Do not resync data on any device that still has payments in a Processing status. Resyncing may remove stored payment data before it has been submitted for authorization.
If you’ve confirmed the payment was successfully processed and there are no missing payments, you can clear Toast POS App stored data to remove the incorrect check status. To do so: