Get Help With Toast Mobile Payment Failures

Help! My guest's mobile payment is showing as failed. What do I do?

Occasionally when guests use mobile payments, an attempt to pay on their cell phones will show as failed (see below). Even though a payment has failed, the customer may have a temporary hold on their bank account.

Toast will immediately surface a message to the guest that the payment failed and that a hold may be placed.  That charge is eventually reversed, so payment is never actually made.

Restaurants should see that the payment has not been captured on the POS through notifications, as shown in the video below. The POS reflects the correct status of the check in this case. This instance would send a notification to the POS that the guest failed to pay with mobile payments.  The restaurant should be looking to see a successful payment message from the guest if they’re looking on their phone and should work with the customer to take payment correctly.  

Note: This instance can happen with both mobile payments (ie: Apple Pay and Samsung Pay) as well as credit card payments.