Get Help With KDS Tickets

Last updated: Apr 30, 2026, 3:03 PM

Troubleshoot KDS tickets that aren't appearing — including in-house, dining option, item-level, and online or third-party order issues.

In this Article:

 

Overview steps

 

Required to complete: a Toast user account with the 7.1 Terminal Setup permission, access to the affected KDS device, and access to Toast Web. Most missing-ticket issues come from a Ticket Display Option, prep station assignment, or Kitchen Expediter setting on the device itself.

 

If your KDS isn't displaying tickets, try these high-level steps first:

 

  • On the affected KDS device, open Device Setup from the three-dot overflow menu and confirm the Kitchen Expediter setting matches the device's role.
  • Confirm every prep station this device should display is selected under Prep Stations and is not listed under Non-Printing Prep Stations.
  • Confirm Ticket Display Options has the correct dining options selected for this device.
  • Force quit the Toast POS app, power cycle the device, then run Resync Orders followed by Resync ALL Data from the passcode screen.
  • If the issue persists, jump to the matching symptom below.
  • Confirm your KDS device is hardwired with a USB-C or RJ-45 cable and Wi-Fi is disabled

 

To learn more about prep station setup, see Configure and Assign Prep Stations.

 

To learn more about Hardwiring your device, see Verify Your Internet Connection.

 

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My KDS isn't receiving any tickets

Use this branch if no tickets at all are showing on the KDS device.

 

What this means

A device-level filter is blocking tickets, the device is missing prep station assignments, the app cache needs a reset, or there is a network or permissions issue.

 

Most likely causes

  • Kitchen Expediter setting doesn't match the device's role
  • Prep stations aren't assigned, or are listed under Non-Printing Prep Stations
  • Ticket Display Options is filtering out the dining options in use
  • The device's app or cache needs to be reset
  • The user signed in is missing the 7.1 Terminal Setup permission
  • A network issue is preventing tickets from reaching the device

 

Step-by-step fix

  1. On your KDS, select the three-dot overflow menu in the top-right corner of the screen and select Device Setup.
  2. Scroll down to the Kitchen Setup section and check the Kitchen Expediter setting.
    • If Kitchen Expediter is set to Yes, the device displays a consolidated view of every prep station's tickets and Ticket Display Options will be greyed out. This is expected for an expediter screen.
    • If Kitchen Expediter is set to No, you can choose which prep stations and dining options appear on this device.
  3. Under Kitchen Setup, select Prep Stations and confirm every prep station this device should display is selected. If any are missing, select the checkbox and choose Continue.
  4. Confirm none of those prep stations are also listed under Non-Printing Prep Stations. If any are, deselect them and choose Continue.
  5. Select Ticket Display Options and confirm the dining options you expect to see are selected. If no dining options are selected, every dining option will be displayed.
  6. If the settings look correct, select the square icon at the bottom of the screen and swipe up on the Toast icon to force quit the app.
  7. Power cycle the device.
  8. Once the device is back on, log in to Toast and select the three-dot icon in the top-right of the passcode screen.
  9. Select Resync Orders and confirm when prompted.
  10. Select the three-dot icon again, choose Resync ALL Data, and confirm when prompted.
  11. If the issue persists, log in to Toast Web and confirm the user account has the 7.1 Terminal Setup permission enabled.
  12. If the issue still persists, clear the device's cache:
    • Select the circular home button at the bottom of the screen.
    • Open the Settings app and select Apps.
    • Find the Toast POS app and select it.
    • Select Force Stop and choose OK when prompted.
    • On the same page, select Storage, then Clear Data, and choose OK when prompted. Note: On some terminals, Clear Data appears on the same page as Force Stop.
  13. Restart the device, re-open the Toast POS app, and log in with your Toast email and password.

 

Expected outcome: New tickets begin appearing on the KDS within a few seconds of being sent from the POS.

 

If tickets still aren't appearing on this device after every step, the issue may be network-related. A log cycle of the device or a new Ethernet cable or switch often resolves it. If you've ruled out the network, see Before you contact Customer Care below.

 

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Tickets aren't appearing for a specific dining option

Use this branch if tickets for one dining option (such as Dine In, Takeout, or a third-party option) don't appear, but tickets for other dining options arrive normally.

 

What this means

When you create a new dining option, it is not added to existing KDS devices automatically. The dining option must be selected on every KDS device that should display it.

 

Most likely causes

 

Step-by-step fix

  1. On the KDS that should display the dining option, select the three-dot overflow menu and select Device Setup.
  2. Scroll down to the Kitchen Setup section and select Ticket Display Options.
  3. Select the dining options you want to display on this device. If no dining options are selected, every dining option will be displayed.
  4. Select Continue to save your selections.
  5. Repeat this on every KDS device that should display the dining option.

 

Expected outcome: New tickets for the selected dining option appear on the KDS within a few seconds.

 

To hide specific courses on a KDS, you can also use Device Setup > Ticket Display Options > Courses and deselect the courses you don't want to display. If a course filter is selected and an order is sent with no course assigned at all, the order will not display on this device.

 

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Specific items aren't appearing on KDS tickets

Use this branch if certain menu items (for example, sides, drinks, or modifiers) don't appear on the KDS while the rest of the order does.

 

What this means

The item is routed to a "No Print" prep station, or to a prep station this KDS device is not configured to display.

 

Most likely causes

  • The item is assigned only to the "No Print" prep station
  • The item's prep station is not selected under Prep Stations on this KDS device
  • Item is routed by a dining option or service area that is not configured to appear on this KDS device

 

Step-by-step fix

  1. In Toast Web, navigate to Menus and find the item or item group that isn't appearing.
  2. On the item details page, confirm the No Print prep station is deselected and at least one printing prep station is selected. [Navigation path requires validation: confirm the exact menu navigation path to an item's prep station setting in current Toast Web.]
  3. Save and publish your changes.
  4. On the KDS, open Device Setup > Prep Stations and confirm the prep station you assigned in step 2 is selected for this device.

 

Expected outcome: New orders that include the item display the item on the KDS.

 

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Online or third-party orders aren't appearing on KDS

Use this branch if your in-house orders display on the KDS but online or third-party orders (DoorDash, Uber Eats, Grubhub, Toast Online Ordering, or Toast Delivery Services) do not.

 

What this means

Either the third-party dining option is not selected on this KDS, the third-party menu items aren't routed to a prep station this KDS displays, or the order isn't reaching your Toast POS at all.

 

Most likely causes

  • The third-party dining option is not selected under Ticket Display Options on this device
  • The third-party menu items are not routed to a prep station this KDS displays
  • The order didn't reach Orders Hub (an upstream integration issue)
  • The auto-fire device for online orders is offline or misconfigured

 

Step-by-step fix

  1. On your Toast POS device, confirm the order arrived in Orders Hub. If the order isn't visible there, the issue is upstream — see My restaurant isn't receiving third-party orders.
  2. If the order is in Orders Hub, go to the KDS device that should display the order. Select the three-dot overflow menu and select Device Setup.
  3. Scroll to the Kitchen Setup section and select Ticket Display Options.
  4. Select the third-party dining option(s) created during your integration setup. They typically include the partner name (for example, DoorDash Takeout or Uber Eats Delivery).
  5. Select Continue to save.
  6. If items from a third-party menu still don't display, log in to Toast Web and confirm the third-party menu items are routed to a prep station this KDS device shows under Prep Stations in Device Setup.

 

Expected outcome: New third-party orders appear on the KDS within a few seconds of arriving in Orders Hub.

 

For Toast Delivery Services orders specifically, see Toast Delivery Services Orders Are Not Firing to My KDS. For deeper third-party diagnostics — orders not reaching Orders Hub, integration setup issues, or partner outages — see My restaurant isn't receiving third-party orders.

 

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Items are appearing on the wrong KDS device

Use this branch if specific items (such as drinks or sides) are showing on a KDS device they shouldn't — for example, drinks routing to the kitchen expediter instead of the bar.

 

What this means

The item's prep station is assigned to the wrong KDS, this KDS has too many prep stations or dining options selected, or the device's Kitchen Expediter setting is consolidating tickets you'd rather route by prep station.

 

Most likely causes

  • This device has Kitchen Expediter set to Yes, so it shows every prep station's tickets
  • The wrong prep stations are selected on this device under Prep Stations
  • The item is routed to a prep station this device is intentionally meant to display, but you'd rather it route elsewhere

 

If the affected device is your expediter

  • Confirm Kitchen Expediter is intentionally set to Yes. When set to Yes, the device shows a consolidated view of every prep station's tickets — that is expected.
  • If you want this device to show only specific prep stations, set Kitchen Expediter to No and choose the prep stations under Prep Stations in Device Setup.

 

If the affected device is a prep station screen

  1. On the affected KDS, select the three-dot overflow menu and select Device Setup.
  2. Under Prep Stations, deselect any prep stations this device should not display, then select Continue.
  3. If the same items continue routing incorrectly regardless of which device is showing them, the item-to-prep-station routing in Toast Web needs to change. Update the prep station assignment on the affected items in Menus. [Navigation path requires validation: confirm the exact path to update an item's prep station assignment in current Toast Web.]

 

Expected outcome: Only tickets for the prep stations this device is responsible for appear on the screen.

 

For deeper routing configuration, see Configure Ticket Routing and Filter Tickets on Your KDS Device.

 

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Frequently asked questions

 

How do I resend an order to the KDS?

If a ticket was marked fulfilled by mistake, select the Recall button on the KDS to unfulfill the most recently fulfilled ticket.

 

To choose a different fulfilled ticket to bring back, select Show Recently Fulfilled, find and select the ticket, then select Unfulfill in the top-right corner. The ticket reappears on the KDS ticket screen.

 

To learn more, see the platform guide Redisplaying tickets with recall and unfulfill.

 

I can't fulfill a ticket on my KDS

If you can't fulfill a ticket on a KDS device, check for one of the following on the screen:

 

  • A message indicating that another prep station or expediter KDS must fulfill the ticket first. Fulfill the ticket at that prep station or expediter KDS first, then return to this device.
  • An orange banner indicating the device is offline. Reconnect to the network. For more information about Toast offline mode, see Offline Mode Overview.

 

If no message or banner is present, see Before you contact Customer Care below.

 

Why do I have multiple tickets for the same order on my KDS?

Multiple tickets for the same order on the KDS are usually caused by one of the following:

 

  • Course pacing is in use. Courses are always broken into separate tickets per course on KDS screens.
  • A setting requires each item to display on its own ticket. [Information missing: requires input on the exact name of the setting in the original article — the source links to itself rather than to the destination article.]

 

To confirm which is causing the split on your account, review your course and ticket display settings in Toast Web, or see Before you contact Customer Care below.

 

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Before you contact Customer Care

If the steps above don't resolve the issue, gather the following before reaching out so the team can help you faster:

 

  • The KDS device's serial number or your restaurant's location ID
  • A photo or screenshot of the KDS screen, including any error banners
  • The order number(s) that aren't displaying (visible in Orders Hub)
  • The dining option(s) the affected order(s) used
  • Whether the issue affects every device, every prep station, or only one
  • Whether the issue started after a recent change (a new dining option, a new menu item, a new device, or a recent update)
  • The exact troubleshooting steps you've already tried

 

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