Outages and Disruptions: Toast Delivery Services®

• Does Toast Delivery Services® work when Toast is offline?
• How does Toast Delivery Services® work in Offline Mode?

When your restaurant is in Offline Mode:

• Your Toast devices will not be able to receive Toast Delivery Services® (TDS) orders.
• Guests can place TDS orders, but Toast devices won't receive them until the outage is over.
• Neither your delivery provider nor your Toast POS devices will receive orders from guests who placed them through online ordering.
• Call-in orders entered manually onto POS devices will not reach DoorDash Drive or Uber Eats for delivery driver dispatch.
• Accordingly, guests will not receive pre-set TDS notifications.
• Neither Toast nor your delivery provider is able to notify a guest that their order has not been received during Offline Mode.

When Your Restaurant Comes Back Online

Once the connection between your Toast devices and the cloud has been reestablished, any TDS orders placed during Offline Mode will start appearing on your Toast devices. These orders will appear in red in the Previous Checks, Pending Orders, and Payment Terminal modes. At this time, you'll be able to approve or void orders. 

You must still approve TDS orders placed during Offline Mode, even with an auto-fire device enabled. Manually approving these orders prevents your staff from being overloaded with orders that all come in simultaneously. Since guests may not know that their order was not processed according to the timing expectations presented to them at checkout, you may want to contact guests to ask them if they still want the order to be placed before you approve them.
 

Note: TDS orders need to be considered paid and approved to send the order to be dispatched (i.e. assign the order to an on-demand driver). Orders will not be dispatched until manually approved if the order was placed during an outage.

Currently, there's no way to sort or queue TDS orders placed during Offline Mode as they arrive in your system. You may, however, wish to snooze orders for the next 20 to 40 minutes to catch up to TDS orders placed during Offline Mode. Given delivery can add 15-30 minutes, you may want to prioritize TDS orders while snoozing orders. This article describes snoozing orders: .