Before You Begin

Applies to: Toast Web, Toast POS, Toast Payroll (where noted)

Permissions needed:

4.9 Employee Info in Toast Web (to view or edit POS access codes and archive profiles)
HR+ user role in Toast Payroll (only if your restaurant uses Toast Payroll, to access the mapping module)

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.

Quick Fix

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

Why Duplicate Profiles Happen

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.

If the Employee Has Two Active Profiles and the Data Is on the Wrong One

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.

Ask the employee which POS access code (passcode or PIN number) they use to clock in.
In Toast Web, navigate to Employees > Employee management > Employees.
Use the search bar to find the employee and any profiles under their name.
For each profile, select the pencil icon and open the Profile tab to view the POS access code assigned to it.
Keep the profile with the POS access code the employee uses. This is where their tip and time entry data is stored.
Archive any duplicate profile — that is, any profile that does not contain the POS access code the employee uses to clock in.

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 You Can Only Find the Employee on the Archived Tab

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.

In Toast Web, navigate to Employees > Employee management > Employees.
Select the Archived tab and search for the employee again.
If you find a profile here, the employee is probably mapped to this archived profile. However, they must use an active Toast Web profile to access a Toast POS device.
Return to the Active tab and use the POS access code, along with any alternate names or spellings, to locate the active profile that contains their time entries and tip information.
If you use Toast Payroll, return to the employee mapping page in Toast Payroll (navigate to Settings > Toast > Employees) and remap the employee to that active profile.

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.

If the Employee Gets a Login or "Already in Use" Email Error

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.

In Toast Web, navigate to Employees > Employee management > Employees and search the employee's name on both the Active and Archived tabs.
Identify which profile the employee should keep — the active profile with the POS access code they use to clock in.
Archive the duplicate profile so the same email is not attached to two profiles at once.
Have the employee try logging in again.
If the error persists after archiving the duplicate, see Get Help With Employee Clock-in Issues on the POS for related login and passcode causes.

Expected outcome: The duplicate no longer interferes with login, and the employee can sign in with their correct credentials.

If You Want to Merge or Consolidate Two Profiles

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.

Keep the active profile that holds the POS access code the employee uses, along with their tip and time entry data.
Archive the duplicate profile.
If you use Toast Payroll, confirm the kept profile is mapped in Toast Payroll at Settings > Toast > Employees.

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.

If This Is Not Actually a Duplicate Profile

Some symptoms look like a duplicate profile but have a different cause. Use this section to route to the right article.

If the wrong employee's name appears when someone clocks in, two employees may share the same POS access code, or the terminal may need a resync. See Get Help With Employee Clock-in Issues on the POS.
If you get an "employee not mapped" error but there is no duplicate and the employee already shows as mapped, this is a mapping issue rather than a duplicate. See Toast Payroll: Manage Employee Mapping.
If hours or time entries are not pulling into Toast Payroll even though the profile looks correct, see Toast Payroll: Manage Employee Mapping.

Before You Contact Customer Care

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:

The employee's name and Toast Payroll employee number
The POS access code the employee uses and your company code
The exact error message you see, if any
The date or pay period the issue affects
The impacted location and job
Any steps you have already tried, such as archiving the duplicate or remapping the profile

To open a case, contact Toast Payroll Customer Care via the chat support channel inside Toast Payroll.

Frequently Asked Questions

How do I know which profile to keep?

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:

Which duplicate profile should I keep?
The wrong profile has the employee ID — which one do I keep?
How do I find the profile with the time entries?

Can Toast merge or consolidate two profiles?

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:

Is it better to archive a duplicate or have Toast consolidate the accounts?
Can you combine two employee profiles?
How do I merge duplicate employees?

How do I get rid of a duplicate employee profile?

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:

How do I delete a duplicate employee?
How do I remove a duplicate profile?
How do I fix a duplicate employee?

Do I need to do anything in Toast Payroll after I archive the duplicate?

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:

Do I have to remap after archiving?
Why aren't hours pulling into payroll after I fixed the duplicate?

How can I prevent duplicate profiles in the first place?

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: