Troubleshoot a Hold Status on Your Toast Account

• How do I resolve a "hold status" on my Toast account?
• Why am I getting an error saying billing is on hold?

A billing hold is caused primarily by unpaid invoices or overdue balances. Toast's Collections team may attempt to resolve these holds by withdrawing overdue amounts from the linked bank account. For successful resolution, processing payments typically takes 5–7 business days. During this time, Toast recommends ensuring sufficient funds to avoid delays.

Additional reasons for holds may include insufficient funds in the linked bank account, rejected payments (such as stop payment requests or claims of unauthorized transactions), and cases of suspected fraud. Billing holds may also occur when the billing department reviews or investigates account-related concerns.

Even under a billing hold, account operations like POS transactions and daily credit card deposits remain active. However, functionalities such as ordering from the Toast Shop or applying for Toast Capital services may be restricted. In cases of prolonged billing holds, customers may receive warnings about potential deposit withholdings.

To resolve a billing hold:

1. Confirm if the payment has been processed by checking email updates or notifications from Toast. Payments typically clear within 5-7 business days.
2. If pending, allow the necessary timeframe for transactions to complete before seeking further assistance.
3. If you are uncertain of your account's status, you can request status updates via Toast Customer Support.
4. You will receive email or account updates confirming payment completion when the billing hold is lifted.
5. If the payment has been made but the hold remains, provide proof of payment, such as a copy of your bank statement, to the billing team.
6. Actively monitor email communication from the billing team for updates on the hold's resolution.

Note: Contact the Toast Collections team if payments are overdue or you need guidance on paying overdue amounts.

To prevent future billing holds, it is important to:

• Keep your bank account adequately funded to avoid processing delays or insufficient funds during withdrawals.
• Stay informed via emails or alerts concerning payment issues to address them promptly.
• Plan ahead for large transactions by notifying the Collections team or preparing the necessary funds. 
• Avoid any stop-payment requests or unauthorized transaction claims to prevent payment rejections.
• Regularly review your bank statements to identify and address potential account issues early.

Need help resolving a "hold" status on your Toast account? Start a live chat here with our Customer Support team. Chat is available in Toast Web and Payroll Web (blue support button in bottom right of every page) and the Support tab in the Toast Now app.

For more information on how to contact support view "How to Contact Customer Support" or go to support.toasttab.com.