Toast Payroll: Get Help With Payroll Processing Errors

1. Navigate to Preferences > Privacy > Manage Website Data > Select all > Remove.

1. Navigate to Settings > Privacy & Security > Cookies and Site Data > Clear Data.

1. Can you add the deduction anywhere else in payroll?
   1. If not, contact Customer Care to check the status of the deduction.
   2. If so, the deduction should be editable for any employee. Continue to the next step.

1. If your payroll has already been posted, it cannot be edited. In this case, you should create a quick calc with the designated deduction edits:
   1. In Toast Payroll, navigate to the employee's profile.
   2. Select Quick Calc.
   3. Select Start.
   4. Select the yellow Actions star.
      1. You may already see earnings and/or deductions in this table. These will automatically appear if an individual has a recurring earning and/or deduction code that applies to them every pay period (for instance, a salaried user will see their pay period's gross salary amount).
   5. Select Add Earning and then Submit.
   6. Add the missed pay here:
      1. Check Type: Leave as Manual Check.
      2. Earning Type: Select an earning code.
      3. Hours: Enter the number of hours here for hourly earnings.
      4. Amount: Enter a dollar amount here for salary or flat-rate earnings.
         
         1. Note: Enter either Hours or Amount, but not both. This depends on the Earning Type you selected above.
      5. Week: For biweekly payrolls, enter which week you would like to apply the earning.
   7. Select Add Earning to finalize. Selecting Save and Add allows you to add multiple entries at once.
   8. Once all necessary earnings and/or deductions have been added to this quick calc, select the yellow Actions star once more and choose Calculate Gross to Net and Submit.
   9. At this point, you can pay your employee the net pay amount. This number is based on the deductions and taxes that Toast Payroll will apply to this employee. Continue these steps to apply the quick calc to a payroll.
   10. Scroll down and choose the payroll to apply this quick calc to.
   11. If applicable, enter a check number.
   12. Select Submit.

Your Payroll Failed to Reset

1. What This Error Means: You selected Reset payroll (to undo changes and start over), but Toast couldn't complete the reset operation.
2. What Resetting a Payroll Does:
   1. Clears all manual edits you've made to the payroll.
   2. Reloads original time clock data.
   3. Does not affect already-posted payrolls.
3. Most Likely Causes:
   1. Browser session expired
      1. Your login session timed out.
      2. Solution: Log out and log back in.
   2. Payroll is too old or archived
      1. The payroll is from 90+ days ago. Additionally, Toast can't reset archived payrolls.
      2. Solution: Contact Toast support.
4. Step-by-Step Troubleshooting:
   1. Step 1: Refresh and Retry
      1. Press Ctrl+Shift+R (Windows) or command+Shift+R (Mac) to hard refresh.
         1. This clears browser cache while reloading the page.
      2. In Toast Payroll, select Payroll.
      3. Open your payroll run and select Reset payroll.
      4. If the error persists, continue to the next step.
   2. Step 2: Log Out and Log Back In
      1. In the upper-right corner of Toast Payroll, select the avatar icon > Logout.
      2. Wait 30 seconds.
      3. Go to https://www.toasttab.com and log back in.
      4. In Toast Payroll, select Payroll.
      5. Open your payroll and select Reset payroll.
      6. If the error persists, continue to the next step.
   3. Step 3: Clear Cache and Try Again
      1. Follow the steps in Clear Browser Cache.
      2. In Toast Payroll, select Payroll.
      3. Open your payroll and select Reset payroll.
      4. If the error persists, continue to the next step.
   4. Step 4: Check Payroll Age
      1. Look at the payroll run you're trying to reset.
      2. Is the Pay Period End Date more than 90 days in the past?
         1. If yes, this payroll is archived. You cannot reset it. Contact Toast support if you need to modify it.
         2. If not, contact Customer Care.

Your Payroll Failed to Open

1. What This Error Means: You clicked to open a payroll run for editing, but Toast couldn't load it. The payroll might not load, or loads partially.
2. Most Likely Causes
   1. Time clock data hasn't synced
      1. Your time clocks are connected, but Toast hasn't pulled time entries yet. This can happen with a newly-created payroll.
      2. Solution: Wait 15-30 minutes, then try again.
   2. Browser issue/cache
      1. Browser cache is holding stale data.
      2. Solution: Hard refresh and clear cache.
3. Step-by-Step Troubleshooting
   1. Step 1: Wait for Time Clock Sync
      1. If you just created this payroll run (less than 30 minutes ago), your time clocks may not have synced yet.
      2. Time entries usually sync within 5-15 minutes, but can take up to 30 minutes.
      3. Wait 30 minutes, then try opening the payroll again.
      4. If employees still show zero hours, continue to the next step.
   2. Step 2: Verify Time Entries Are Being Recorded
      1. In Toast Web, navigate to the Labor Summary in the Quick Actions menu.
      2. Check if employees have clocked in/out recently.
      3. Compare this to the time entries in Toast Payroll under Time.
   3. Step 4: Hard Refresh Browser
      1. Press Ctrl+Shift+R (Windows) or command+Shift+R (Mac) to hard refresh.
         1. This clears browser cache while reloading the page.
      2. In Toast Payroll, select Payroll.
      3. Try opening the payroll again.
      4. If the error persists, contact Care.

Your Payroll Cannot Be Calculated

1. What This Error Means: You tried to calculate the payroll, but Toast couldn't complete the calculation. This prevents the payroll from processing.
2. Most Likely Causes
   1. Browser issue/cache
      1. Browser cache is holding stale data.
      2. Solution: Hard refresh and clear cache.
3. Step-by-Step Troubleshooting
   1. Step 1: Refresh and Retry
      1. Press Ctrl+Shift+R (Windows) or command+Shift+R (Mac) to hard refresh.
         1. This clears browser cache while reloading the page.
      2. Navigate back to your payroll run.
      3. Try calculating again.
      4. If the error persists, continue to the next step.
   2. Step 2: Log Out and Log Back In
      1. In the upper-right corner of Toast Payroll, select the avatar icon > Logout.
      2. Wait 30 seconds.
      3. Go to https://www.toasttab.com and log back in.
      4. In Toast Payroll, select Payroll.
      5. Open your payroll and select Reset payroll.
      6. If the error persists, Contact Customer Care.

Your Payroll Failed to Submit

1. What This Error Means: You selected Submit payroll, but Toast couldn't complete the posting.
2. Most Likely Causes:
   1. Data validation issue
      1. Some field fails validation. For instance, an amount is out of range, there's invalid data type, etc.
      2. Solution: Contact Customer Care.
   2. Duplicate posting attempt
      1. Payroll was actually posted, but you selected Submit payroll again before the page updated.
      2. Solution: Refresh and check if payroll is already posted
   3. System error during posting
      1. Either a database write failed or a network issue occurred during posting.
      2. Solution: Retry submitting your payroll. If the error is persistent, contact Customer Care.
3. Step-by-Step Troubleshooting:
   1. Step 1: Check if Payroll Already Posted
      1. In Toast Payroll, select Payroll.
      2. Look at the Status column of your payroll run.
         
         1. If status is Draft: Payroll is not posted, continue to the next step.
         2. If you do not see the payroll here, check the Past Payrolls tab. If it appears there, it has already been posted. No action needed.
   2. Step 2: Refresh and Retry
      1. Press Ctrl+Shift+R (Windows) or command+Shift+R (Mac) to hard refresh.
         1. This clears browser cache while reloading the page.
      2. In Toast Payroll, select Payroll.
      3. Try posting the payroll again.
      4. If the error persists, continue to the next step.
   3. Step 3: Log Out and Log Back In
      1. In the upper-right corner of Toast Payroll, select the avatar icon > Logout.
      2. Wait 30 seconds.
      3. Go to https://www.toasttab.com and log back in.
      4. In Toast Payroll, select Payroll.
      5. Open your payroll and select Reset payroll.
      6. If the error persists, continue to the next step.
   4. Step 4: Contact Toast Support
      1. Payroll posting failures usually indicate a data validation issue that requires Toast support to investigate. When you contact support, provide:
         1. Payroll check date
         2. Number of employees
         3. Any error messages you see (take a screenshot)
         4. Whether the error is consistent or intermittent
         5. Expected timeline: 2-4 hours for resolution.

Unable to Save Earning

1. What This Error Means: You tried to add or edit an earning type in the payroll (e.g., hourly wages, bonus, overtime) but Toast couldn't save the change.
2. Most Likely Causes
   1. Duplicate earning type
      
      1. You're trying to add an earning that already exists for this employee in this pay period.
      2. Solution: Edit the existing earning instead of adding a new one.
   2. Browser cache/session issue
      1. Your browser is holding stale data.
      2. Solution: Clear cache and refresh.
   3. Invalid earning configuration
      1. The earning type itself is misconfigured.
      2. Solution: Contact Customer Care
3. Step-by-Step Troubleshooting
   1. Step 1: Hard Refresh Browser
      1. Press Ctrl+Shift+R (Windows) or command+Shift+R (Mac) to hard refresh.
         1. This clears browser cache while reloading the page.
      2. Navigate to your payroll run.
      3. Try saving the earning again.
      4. If the error persists, continue to the next step.
   2. Step 2: Log Out and Log Back In
      1. In the upper-right corner of Toast Payroll, select the avatar icon > Logout.
      2. Wait 30 seconds.
      3. Go to https://www.toasttab.com and log back in.
      4. In Toast Payroll, select Payroll.
      5. Open your payroll and select Reset payroll.
      6. If the error persists, contact Customer Care.

Other Errors Not Listed

1. If you're seeing an error message that's not in the above sections:
   1. Note what you were doing when the error occurred:
      
      1. Was it opening payroll? Editing? Calculating? Posting?
      2. Which employee or field?
   2. Try these quick fixes:
      1. Press Ctrl+Shift+R (Windows) or command+Shift+R (Mac) to hard refresh.
         1. This clears browser cache while reloading the page.
      2. Log out and log back in.
   3. Still seeing the error? Contact Toast support with:
      1. A screenshot of the error.
      2. What you were doing when it occurred.
      3. Your payroll details (name of payroll, check date).
      4. Your browser type (Chrome, Safari, Firefox, Edge).