Your payment information is stored directly in the app. Please be aware that if the app is deleted or reset, this information will be permanently lost as it cannot be recovered. |
To help ensure all transactions are processed smoothly, please check for pending credit card payments on the device before completing any of the following actions:
Uninstalling the Toast app
Factory resetting
Clearing data
Resyncing All Data or Resyncing Orders
Pending credit card payments can be checked on the Toast app.
Select the three-dot overflow menu (three vertically aligned dots) in the upper-right-hand corner.
Select Device status.
Select the Queues tab.
Check the Credit Card Queue and Red Checks (Failed Model Queue) sections.
If there are any items in these queues, DO NOT proceed with any actions that could result in losing these payments.
If you have any outstanding credit card payments, please try to process them first before continuing to troubleshoot your device. You can find guidance on how to do this and other next steps in the articles below:
Note: If the device was operating in offline mode, the payments should process once the device is reconnected to the network - ALWAYS confirm that they have by using the steps above.
Unsettled Credit Card Payments: Clear Pending Payments
If there are items in the Credit Card Queue:
Make sure the device is connected to the internet. Payments taken in offline mode are sent for authorization only after the device reconnects and syncs.
Keep the device on and logged in to the Toast app while the queue clears. Do not log out, uninstall the app, factory reset, clear data, or resync while items remain in the queue.
Reconnect as soon as you can. Offline payments that aren't sent for authorization in time can be declined, and you may need to collect payment from the guest again. See Use Toast in Offline Mode and Recover and Get Back Online After an Outage or Disruption for more details.
Repeat the steps in Check on Device to confirm the Credit Card Queue is empty before you continue troubleshooting.
If there are items in Red Checks (Failed Model Queue):
You can't clear a red check yourself. Contact Toast Customer Care. See Get Help With Red Check Notifications on POS for more details.
Do not uninstall the app, factory reset, clear data, or resync until Customer Care has cleared the red check.