Duplicate Employee Profiles in Toast Web

Last updated: Apr 30, 2026, 11:22 AM

Question

  • I have an employee in Toast Web who has no shifts, tips, or time entries, but I know they have worked and clocked in. I see their shifts in Toast Payroll. What's going on?
  • My employee is receiving a "Wrong username or password" error when they log in, but I know they have access, so why the error?

Answer

Toast Payroll users: Duplicate profiles in Toast Web are typically caused by adding an employee in Toast Web first and hiring them in Toast Payroll second. Remember, when an employee is hired in Toast Payroll, a Toast Web profile will automatically be created and mapped, so you should avoid adding them in Toast Web separately.

 

This employee most likely has duplicate profiles in Toast Web. One will often have no time entries attached to it, but this can vary. Duplicate profiles can also cause a user to receive a "Wrong username or password" error. Other symptoms of a duplicate profile include missing job roles or missing access in Toast Web. Note: If you're trying to add an individual in Toast Web or hire an individual in Toast Payroll, you may receive a warning indicating you're about to create a duplicate profile. If this happens, visit Toast Payroll: Duplicate Profile Detection in Toast.

 

To fix this error:

  1. Ask the employee which POS access code (passcode or PIN number) they're using to clock in.
  2. Now log in to Toast Web and navigate to Employees > Employee management > Employees.
  3. Use the search bar to find this employee and any profiles they have under their name.
    1. If your initial search does not pull up any matching profiles, switch to the Archived tab and repeat your search. If you find a profile here, this employee is probably mapped to the archived profile. However, they must be using an active Toast Web profile to access a Toast POS device. So use the POS Access Code and any alternate names or spellings to locate this profile on the Active tab. Once you have it, return to the Employee Mapping page in Toast Payroll (navigate to Settings > Toast > Employees) and remap them to that active profile that contains their time entries and tip information.
  4. For each profile, select the pencil icon and navigate to the Profile tab to view the POS access code assigned to it.
  5. Keep the profile with the POS access code the employee is using. This is where all their tips and time entry data is stored.
  6. Archive any duplicate profiles (profiles that don't contain the POS access code the employee uses to clock in).
  7. For Toast Payroll users, it's highly recommended to return to Toast Payroll and verify that this employee is still mapped. Ignoring this step may cause their tip and time entry data to not automatically appear on payroll runs as expected.