Last updated: Jun 11, 2026, 5:19 PM
Identify which Toast Web profile holds an employee's tip and time data, archive the duplicate, and confirm mapping in Toast Payroll.
Applies to: Toast Web, Toast POS, Toast Payroll (where noted)
Permissions needed:
What you'll accomplish: Identify which Toast Web profile holds the employee's tip and time entry data, archive the duplicate profile, and confirm the correct profile is mapped in Toast Payroll so data syncs as expected.
Match the symptom to the most likely cause and go to the matching section below.
| Symptom | Most Common Cause | Quick Fix |
| Employee has no shifts, tips, or time entries in Toast Web, but you can see their shifts in Toast Payroll | The employee has two Toast Web profiles and is clocking into the other one | Find both profiles, keep the one with the POS access code the employee uses, and archive the duplicate |
| Employee gets a "Wrong username or password" error even though they have access | A duplicate profile is interfering with login | Locate the duplicate profile and archive it, then have the employee log in again |
| You only find the employee on the Archived tab | The employee is mapped to an archived profile but clocks into an active one | Find the active profile by POS access code and remap to it in Toast Payroll |
| Adding or hiring the employee triggers a duplicate profile warning | The same person already exists in Toast Web or Toast Payroll | Select the existing profile instead of creating a new one — see Toast Payroll: Duplicate Profile Detection in Toast |
| The wrong employee's name appears at clock-in, or two unrelated people are affected | A shared POS access code or a sync issue, not a duplicate profile | See Get Help With Employee Clock-in Issues on the POS |
Duplicate profiles in Toast Web are most often caused by adding an employee in Toast Web first and hiring them in Toast Payroll second.
When an employee is hired in Toast Payroll, a Toast Web profile is created and mapped automatically. If you also added that person directly in Toast Web, the result is two Toast Web profiles for the same employee.
A duplicate profile usually means one profile has no time entries attached to it, though this can vary. Common symptoms include missing shifts, missing tips, missing job roles, missing access, a "Wrong username or password" error, or the wrong name appearing when the employee clocks in.
Note: To avoid duplicate profiles, hire employees in Toast Payroll rather than adding them in Toast Web. The matching Toast Web profile is then created and mapped for you.
This is the most common case: the employee has two profiles, and the tips and time entries are on the profile they are actually clocking into — not the one you expected.
Note: In Toast Web, profiles are archived rather than permanently deleted. Customers sometimes describe archiving as "deleting" the profile.
Expected outcome: The employee has a single active profile that contains their tips and time entries, and they can clock in normally.
If you use Toast Payroll, continue to confirm mapping after archiving — see the FAQ "Do I need to do anything in Toast Payroll after I archive the duplicate?" below.
If your search on the Active tab does not return a matching profile, the employee may be mapped to an archived profile while clocking into a different, active one.
Expected outcome: The employee is mapped to the active Toast Web profile that holds their time entry and tip data, and their hours and tips flow to Toast Payroll.
A duplicate profile can also cause a "Wrong username or password" error at login, or an "email already in use" message when you try to add an email to the correct profile.
Expected outcome: The duplicate no longer interferes with login, and the employee can sign in with their correct credentials.
Customers often ask whether Toast can merge or consolidate two profiles into one. In Toast Web, you resolve duplicates by keeping the correct profile and archiving the other — not by merging them.
If the employee has two profiles in Toast Payroll (not just in Toast Web), their wage and labor data may be split between them. This situation cannot be self-served — see Before You Contact Customer Care below.
Expected outcome: One active Toast Web profile remains for the employee, and any duplicate is archived.
Some symptoms look like a duplicate profile but have a different cause. Use this section to route to the right article.
Most duplicate Toast Web profile situations can be resolved with the steps above. One situation cannot be self-served: when an employee has two profiles in Toast Payroll, their timesheets and tips may be split between them, and the profiles must be reconciled by Toast Payroll Customer Care to keep wage and labor data on a single profile and avoid duplicate tax documents.
Before opening a case, gather:
To open a case, contact Toast Payroll Customer Care via the chat support channel inside Toast Payroll.
To know which profile to keep, keep the active profile with the POS access code the employee actually uses to clock in — that profile holds their tip and time entry data. Ask the employee which passcode or PIN they use, then compare it to the POS access code on each profile's Profile tab in Toast Web. You can also use the Last Clock-in date in the Toast Payroll mapping tool to confirm which profile is active.
Also asked as:
Toast does not merge or consolidate two Toast Web profiles into one. Instead, keep the correct active profile and archive the duplicate. If the duplicate exists in Toast Payroll rather than Toast Web, contact Toast Customer Care, because split payroll profiles must be reconciled to avoid duplicate tax documents.
Also asked as:
To get rid of a duplicate employee profile, archive it in Toast Web after confirming it does not contain the POS access code the employee uses. Navigate to Employees > Employee management > Employees, find the duplicate, and archive it. Keep the profile that holds the employee's tips and time entries.
Also asked as:
Yes, if you use Toast Payroll, you should verify the employee is still mapped after you archive the duplicate. Navigate to Settings > Toast > Employees in Toast Payroll and confirm the employee is mapped to the active Toast Web profile that contains their time entry and tip data. Skipping this step may cause their tips and hours to not appear on payroll runs as expected.
Also asked as:
To prevent duplicate profiles, hire employees in Toast Payroll rather than adding them in Toast Web. When you complete the new hire workflow in Toast Payroll, a matching Toast Web profile is created and mapped automatically, so there is no need to add the employee in Toast Web separately. If you receive a duplicate profile warning while adding or hiring someone, select the existing profile instead of creating a new one — see Toast Payroll: Duplicate Profile Detection in Toast.
Also asked as: