Last updated: Apr 24, 2026, 10:09 AM
Find answers to common billing questions (charges, credits, payments, missing invoices).
A Credit Card Processing Statement shows the process of settling your account each month and charging you for any discrepancies in credit card processing fees. When payments are taken, the processing fees are estimated based on the available information at the time. At the end of the month, these fees are recalculated with all of the information. This can sometimes cause some fees to be off by a few cents. This statement is to reconcile that and show a summary of monthly deposits.
Depending on your restaurant, your software invoices will be sent monthly or annually. If you are financed through a third party, the software subscriptions will not be shown in Toast Web. Please reach out to the third party for this breakdown of fees.
Hardware on invoices typically represents your installed hardware purchased or additional hardware purchased through Toast Shop. If an order was placed in Toast Shop, an invoice will be sent to the email of the user who placed the order.
Double-check the dates on the invoice. In the image above, the orange "9" points out Service Dates below each product on your invoice. You may have an invoice for one part of the service period (month) and a second for another part of the service period.
Check out How do I remove a product from my Toast account? in Support Center for how to do this.
This indicates that a credit memo or credit was applied to the invoice. Oftentimes these are deposited directly into your bank account. However, if there is an open invoice when the credit memo or credit is approved, the credit will be applied to the open invoice on the account.
This indicates that an ACH debit to your account was denied when we initially attempted to collect payment. Toast then generates this type of invoice to gather the missing funds. This is often a credit card refund or a chargeback debit that has been rejected.
Review your invoice, specifically the QTY (quantity) column. When some services or features are removed from your account, they may still appear on invoices in the near future, but they'll have a negative quantity (-1). This indicates the service has been removed; it may coincide with a positive quantity of the same item, equalling 0 in the end.
Additionally, note the service dates on each product (reference point 9 in the image above). In some instances, the service dates may be for a short period of time and need to be charged twice to cover a whole billing cycle.
If you still believe you are being charged for services that do not apply, contact Customer Care.
While you can cancel the subscription moving forward, we are not able to issue credits for unused subscriptions. To help prevent this in the future, we recommend reviewing and managing your subscriptions regularly (see Permissions Reference Guide), and check your team’s permissions to make sure only the right people can add or manage subscriptions on your account.
You will get an email notification from Toast when your request for credit has been approved by our internal teams, and when the credit has been completely paid. A credit memo may be split over multiple invoices, so you will only receive the second notification when the entire total has been applied to your account.
A credit will usually be applied to a future invoice, but in some cases it could be refunded to your bank account.
There is no way to manually pay an invoice. Invoice payments are processed as debits automatically taken from the bank account you set up with Toast when first onboarding.
Generally, only your account's financial contact can approve additions or removals from your subscriptions list.
Your charge was prorated in this case since this service didn't last the full duration of a billing cycle.
Missing invoices in Toast typically occur due to timing, overlapping billing periods, or system-related issues. Invoices are usually generated toward the end of each billing cycle, often around the 27th–28th of the month, and may take longer during system updates or when billing periods overlap (such as from late April to early May). Additionally, some invoices—especially those for one-time purchases or non-subscription items—are not found in the standard Invoices section, but instead appear under Shop > Order History or within Card Statements. Temporary technical issues may also delay invoice visibility, but these are generally resolved automatically by Toast’s systems.
To address missing invoices, start by checking your filters in Toast Web > Toast Account > Billing > Billing & Invoicing to ensure the correct timeframe and location are selected, then refresh the results. If the billing period hasn’t fully closed, wait until the end of the cycle or the first week of the following month, as delayed invoices typically appear automatically. For non-standard transactions, review alternative locations like Order History or Card Statements. If invoices remain unavailable after these steps, contact Toast Support. Manual fixes are rare, but the support team ensures that any system delays are resolved, and invoices are generated, as soon as possible.
The $500 deposit from sales does generate an invoice, but not until the hardware is shipped. So if you were charged your deposit several months ago and just received an invoice, you will not be double-charged, but you can expect to see a charge for the remainder of your hardware and implementation fees, as well as taxes and shipping.
It can take one to two billing cycles to be approved by the team that does that. Due to this timeframe, if you still see the charge that was requested to be removed on your next invoice, please reach back out to Customer Support to issue a credit for the subscription that was charged incorrectly.
Your Firm Contract Start Date has passed. This policy was implemented in January 2022 to encourage you to go live within a specified timeframe, which is by your contract start date. If you do not go live on or before your contract start date, your software billing will begin on this date.
Depending on your restaurant, your software invoices will be sent monthly or annually. If you are financed through a third party, the software subscriptions will not be shown on Toast Web. Please reach out to the third party for this breakdown of fees.
Please contact Customer Support to have an invoice reprocessed.
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.