Last updated: May 14, 2026, 11:34 AM
Note: The information on this page only applies to users of both Toast Web and Toast Payroll.
Applies to: Toast Payroll, Toast Web (restaurants using both products)
Permissions needed:
What you'll accomplish: Identify why a piece of information — a timesheet, tips, a pay rate, a job, or an employee profile — did not sync between Toast Web and Toast Payroll, and resolve it without needing to contact Customer Care.
Toast Web and Toast Payroll are designed to work together. Most updates sync automatically once an employee's profile is mapped (linked) between the two systems. When something doesn't sync, the cause is almost always one of these:
If an employee's profiles are mapped correctly, their time entry, tip, job, position, pay rate, and employee status sync automatically and immediately between the two systems. To resolve a sync issue, work through these steps in order:
Note: Toast Payroll and Toast Web also include Duplicate Profile Detection. When you try to add an employee who appears to already exist, Toast warns you and offers to use the existing profile instead. Following the prompt prevents most mapping problems before they start. For details, see Toast Payroll: Duplicate Profile Detection in Toast.
| Symptom | Most Likely Cause | Quick Fix | Self-Service? |
|---|---|---|---|
| A timesheet does not appear in Toast Payroll | Profiles are not mapped | Map the employee in Toast Payroll under Settings > Toast > Employees | Yes |
| Time entries appear in Toast Web but not Toast Payroll | Timesheet Tied to Payroll setting is No | Set Timesheet Tied to Payroll to Yes on the employee's Toast Payroll profile | Yes |
| A time entry is missing or incorrect | Edit time entries on the Toast Web side, not in Toast Payroll | Edit the time entry in Toast Web — see Edit Employee Time Clock Entries | Yes |
| Tips are missing for one shift | An open shift exists for that day | Close the open shift in Toast Web; for steps see Toast Payroll: Tips Not Syncing From Toast Web | Yes |
| Tips are missing for all shifts | Profiles are not mapped, or payroll was reset | Map profiles; if payroll was reset, re-approve timesheets | Yes |
| Tip amounts differ between Toast Web and Toast Payroll | Duplicate profiles in Toast Web or Toast Payroll | Identify and archive the duplicate Toast Web profile; for Toast Payroll duplicates, contact Customer Care | Partial |
| A pay rate change did not appear in Toast Web | Duplicate jobs in Toast Payroll | Delete the duplicate job in Toast Payroll — see Toast Payroll: Pay Change Did Not Sync to Toast Web | Yes |
| A new hire is not visible in Toast Web | Sync delay (up to 1 hour) | Wait, or select Sync to POS on the employee's Toast Payroll profile | Yes |
| A rehired employee's account is not linked to Toast POS | Mapping was lost when the original profile was archived | Confirm the rehire was done in Toast Payroll; the rehire process automatically unarchives and remaps the Toast Web profile | Yes |
| The Toast Payroll profile shows a red triangle on the POS Mapping tab | Job, position, or location mapping is incomplete | Open the employee's Toast Payroll overview page and complete any missing mapping fields indicated under POS Mapping | Yes |
| A newly created job does not appear in Toast Payroll | Job was created in the wrong location, or already existed in Toast Payroll under a different name | Confirm the job was created in the correct location in Toast Web | Yes |
| Mapping issue persists after multiple attempts | Backend Toast Payroll profile conflict (often duplicate Payroll profiles) | Contact Customer Care | No- Toast Agents only |
Toast splits responsibilities by type of update: employee-related actions in Toast Payroll, labor-related actions in Toast Web. Use this table to confirm you're updating the right side before troubleshooting.
| What You Need to Update | Where to Do It |
|---|---|
| Hire a new employee | Toast Payroll |
| Rehire a former employee | Toast Payroll |
| Terminate an employee | Toast Payroll |
| Change an employee's pay rate | Toast Payroll |
| Update an employee's name, primary location, or primary job | Toast Payroll |
| Assign an employee to a job that already exists | Toast Payroll |
| Update an email address | Toast Payroll (the employee must accept the email invite for the address to take effect in Toast Web) |
| Update a phone number | Both — Toast does not sync phone numbers between Toast Web and Toast Payroll |
| Edit a time entry (clock-in, clock-out, breaks) | Toast Web |
| Edit credit card or declared tip amounts | Toast Web |
| Create a new job that does not already exist | Toast Web |
When timesheets or hours don't appear in Toast Payroll, the cause is almost always profile mapping, the Timesheet Tied to Payroll setting, or a duplicate Toast Web profile.
Most likely cause: the active Toast Web and Toast Payroll profiles are not mapped together.
Expected outcome: The employee's timesheet appears in Toast Payroll within a few minutes of mapping or duplicate-profile resolution.
Most likely cause: the Timesheet Tied to Payroll setting on the employee's Toast Payroll profile is set to No.
Expected outcome: New time entries from Toast Web begin appearing in the employee's Toast Payroll timesheet immediately. Past time entries that were missed while the setting was No may need to be added manually — see Toast Payroll: Manage Timesheets.
All time-entry edits happen in Toast Web. Time entries cannot be edited in Toast Payroll, and changes made to a Toast Payroll timesheet do not sync to Toast Web time entries.
Expected outcome: The corrected time entry appears in Toast Payroll within a few minutes.
If you have already approved timesheets in Toast Payroll, edits made later in Toast Web will not appear in Toast Payroll until the timesheet is unapproved. To bulk un-approve, see Toast Payroll: Bulk Un-Approve Timesheets.
If unapproving and re-approving doesn't trigger a re-sync, you can manually trigger one:
Expected outcome: This forces a resync between Toast Web and Toast Payroll, and the corrected entry appears in Toast Payroll.
Note: If you import tips from Toast Web by using Toast Tips Manager or Toast Payroll: Custom Payroll Imports, this section does not apply.
Credit card and declared tip edits made in Toast Web sync to Toast Payroll instantly. Tips that don't appear are usually caused by an open shift, missing mapping, or a duplicate profile.
Most likely cause: the shift is still open in Toast Web. If there is an open shift, that employee's tips will not sync to Toast Payroll.
Expected outcome: Tips for the closed shift appear in Toast Payroll within a few minutes. For more detail, see Toast Payroll: Tips Not Syncing From Toast Web.
Most likely cause: the active Toast Web and Toast Payroll profiles are not mapped. See Toast Payroll: Manage Employee Mapping.
If you reset a payroll, you need to approve timesheets again to see time entries and tips — unless you have automatic timesheet approval enabled. For automatic approval, see Toast Payroll: Manage Timesheets.
Expected outcome: Tips for all shifts appear in Toast Payroll once mapping is complete and timesheets are approved.
This is usually caused by a duplicate profile or an open shift.
Expected outcome: Tip amounts match between Toast Web and Toast Payroll once duplicates are resolved or the open shift is closed.
Most likely cause: duplicate jobs exist for the employee in Toast Payroll. When you change a pay rate in Toast Payroll, that rate is immediately sent over to Toast Web as the Wage Override for the assigned job. If the employee has duplicate jobs in Toast Payroll, the rates in Toast Payroll and Toast Web will not match.
Expected outcome: The new pay rate takes effect in Toast Web immediately. For full troubleshooting, see Toast Payroll: Pay Change Did Not Sync to Toast Web.
A brand-new Toast Payroll profile takes up to one hour to sync to Toast Web and create a mapped Toast Web profile.
Expected outcome: The Toast Web profile is created and mapped within 1 hour mainly.
If the new hire still does not appear after the sync, confirm:
For full new-hire steps, see Toast Payroll: Get Help With New Hires.
When you rehire an employee in Toast Payroll, Toast automatically unarchives the old Toast Web profile and remaps the two profiles. No manual mapping is required.
If the Toast Web profile still appears archived or unlinked:
Expected outcome: The rehired employee's Toast Web profile is active, mapped, and able to clock in.
If an employee was added in Toast Web before being hired in Toast Payroll:
Expected outcome: The employee has a single mapped pair of profiles and their hours and tips begin to sync.
New jobs are added in Toast Payroll, not in Toast Web. Once added, they sync to Toast Web automatically. The exception: if the job does not already exist in Toast Web, create it in Toast Web first.
Expected outcome: The new job is available in both systems and assigned to the employee.
Most likely cause: the job was created in the wrong location, or the same job already exists in Toast Payroll under a different name. Confirm the location and check existing job titles before creating a new one.
If the job titles in Toast Web and Toast Payroll do not match — or if hours are not syncing for anyone using a specific job — there may be a mismatched mapping. Contact Customer Care for assistance.
Mapping is the process of linking an employee's Toast Payroll profile to their Toast Web profile. Until profiles are mapped, time entries, tips, pay changes, and job assignments will not sync.
You can map employees from two places in Toast Payroll:
For full step-by-step mapping instructions, see Toast Payroll: Manage Employee Mapping. For frequently asked mapping questions (including unmapped tips, "invalid passcode" errors, and what to do when an employee is in one system but not the other), see Toast Payroll: Get Help With Employee Mapping.
Two common causes:
If neither resolves the issue, contact Customer Care.
Expected outcome: The employee is mapped to an active Toast Web profile with the correct location permissions, and sync resumes.
Salaried employees are not required to clock in, so they typically do not have Toast Payroll timesheets. This is expected. If a salaried employee clocks into a salaried job, time entries appear in Toast Payroll by default but the registered hours do not affect their salaried wages.
To prevent timesheets for a salaried employee:
Expected outcome: The salaried employee's clock-ins no longer create timesheets in Toast Payroll. For more detail, see Toast Payroll: Manage Timesheets.
If a 1099 employee's punches are appearing in Toast Web but their timesheet is not tied to payroll: confirm that Timesheet Tied to Payroll is set to Yes on the employee's Toast Payroll profile, following the steps in If Time Entries Appear in Toast Web but Not in Toast Payroll.
1099 contractors are commonly intended to be paid outside of standard W-2 timesheets. If the contractor was set up specifically not to be tied to payroll, leaving Timesheet Tied to Payroll as No is correct, and hours should be tracked separately. SME to confirm the recommended Toast Payroll setup for 1099 contractors, including whether timesheet sync is expected behavior in this case.
If an employee is clocking in at a new location and the hours don't appear in Toast Payroll, the most likely causes are:
Confirm the employee's Toast Web AND PAYROLL profile includes the new location/JOB, then verify mapping in Toast Payroll. If hours still do not sync, contact Customer Care. SME to confirm the canonical multi-location sync setup for organizations using restaurant groups.
Some sync issues require Customer Care to resolve — typically when the cause is a duplicate Toast Payroll profile, a backend mapping conflict, or a job-title mismatch that cannot be corrected from the customer-facing UI. Before contacting Customer Care, gather the following so the resolution is faster:
Reach Customer Care: select the blue chat button in the lower-right corner of any Toast Payroll page. For additional contact options, see Contact Customer Support.
Toast Web is Toast's main restaurant management platform. Toast Payroll is Toast's separate payroll application. They share employee data through mapping, but the two applications have different navigation and different responsibilities. Use Toast Payroll for employee-related actions (hiring, pay rate changes, terminations, rehires) and Toast Web for labor-related actions (time entries, tip edits, creating new jobs).
Also asked as:
A red triangle WITH A red exclamation indicator on the POS Mapping tab of an employee's Toast Payroll profile typically means a job, position, or location mapping is incomplete. Open the employee's Toast Payroll profile, navigate to the POS Mapping tab, and complete any missing fields. SME to confirm the exact UI behavior and the steps to resolve the indicator.
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Deleting a termination record is not the standard way to rehire an employee. Instead, use the Rehire workflow in Toast Payroll, which automatically unarchives the Toast Web profile and remaps the two systems. See Toast Payroll: Rehire Guide. SME to confirm what happens to the employee's history and direct deposit setup if a termination is deleted directly.
Also asked as:
A "duplicate email" error during rehire means an active or unarchived Toast Web profile already uses that email. This can happen when a termination did not also archive the Toast Web profile. Locate the existing profile in Toast Web (navigate to Employees > Employee management > Employees and search by email), confirm whether it should be archived, and then retry the rehire. For full steps, see Toast Payroll: Rehire Guide and Toast Payroll: Duplicate Profile Detection in Toast.
Also asked as:
No, Toast does not sync phone numbers between Toast Web and Toast Payroll. To update a phone number, update it in both systems:
Also asked as:
Yes, if you have already approved timesheets in Toast Payroll and need to pull in changes made later in Toast Web, you can bulk un-approve. See Toast Payroll: Bulk Un-Approve Timesheets.
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