Please be advised that Toast’s provision of payment processing services in the U.K. and Ireland is now subject to value-added tax (VAT). Learn more here: Value-Added Tax on Toast's Card Processing Fees FAQ. |
Applies to
Product: Toast Web (billing, reports, bank account management)
User types: Managers, accountants, financial contacts, account owners
Prerequisites:
Active Toast account with processed credit card payments
Valid bank account on file for deposits and fees
8.1 Financial Accounts permission to view or update bank account details
Scope: This FAQ covers credit card payment processing, deposit timing, bank account management, and invoice access in Toast Web. It does not cover Toast Payroll billing, hardware lease agreements, or third-party payment methods.
Credit Card Processing
Quick answer: Toast provides processing services for all of our customers. Batches process daily before 9:30 p.m. EST and deposit the next business day. Authorized payments may appear pending for 24-48 hours while they settle through your guest's bank.
Can I use a different credit card processor with Toast?
No. You must use Toast's processing services.If you previously used another processor, you must contact that processor directly to disable their service. Toast cannot disable a former processor for you.
Also asked as:
Can I use my own credit card processor?
Can I switch to a different processor?
Do I have to use Toast for credit card processing?
Expected outcome: You understand Toast is your sole processor and no other processor can run alongside Toast.
Do I need to disable my old credit card processor?
Yes. You must contact your previous credit card processor directly and request that they disable or terminate their service. Toast cannot do this for you.
Your legacy processor may require advance notice or specific procedures for disconnection. Keep this in mind when planning your switch to Toast.
Also asked as:
How do I turn off my old processor?
My old processor is still processing payments—how do I stop them?
Do I need to cancel with my previous provider?
Expected outcome: Your legacy processor is fully disabled, and Toast becomes your sole payment processor.
When do my credit card batches settle and deposit?
Batches that process before 9:30 p.m. EST deposit the next business day. Most restaurants batch after closing, which often misses this deadline.
If your batch processes after 9:30 p.m. EST or on a weekend, deposit may take two to three business days.
Toast automatically captures transactions at 4 a.m. EST each day. Contact Customer Care if you want to opt out of automatic capture and batch manually instead.
Also asked as:
When do my deposits appear?
Why is my deposit taking so long?
What time do batches settle?
How long does it take for my batch to show up in my account?
Expected outcome: You know your batch deadline (9:30 p.m. EST) and expected deposit timing (next business day or two to three days).
Why does a guest's payment show as pending for more than a day?
Authorized but unsettled payments show as pending. When a guest's card is authorized, the charge is not yet withdrawn from their account. Settlement typically takes 24 to 48 hours, depending on their bank and card network.
During this time, the authorized amount may be held or reserved in the guest's account. The charge becomes final once the settlement completes.
Example: A guest might see the charge as "pending" or "reserved" on their statement for one to two days, then it becomes final.
Also asked as:
Why is the charge still showing as pending?
When will an authorized payment settle?
Why can't I see the charge in the customer's account yet?
How long does settlement take?
Expected outcome: You understand authorized payments are pending until settlement completes, typically 24-48 hours after authorization.
Deposits and bank accounts
Quick answer: Toast deposits appear on your bank statement as "CITIZENS NET SETLMT BANKCARD SYSCC" from Fifth Third Bank. View daily deposit details in Toast Web under Reports > Payments > Settled deposits daily breakdown. All deposits go to one primary account. You cannot split deposits between accounts.
How do I find Toast deposits on my bank statement?
Toast deposits appear from Fifth Third Bank with the description "CITIZENS NET SETLMT BANKCARD SYSCC" followed by a reference number.
If you cannot locate a deposit after the expected timeframe, see Toast Billing Process or contact Customer Care with your transaction dates.
Also asked as:
What do Toast deposits show as on my bank statement?
I don't see a Toast deposit on my account—where is it?
Why does a different bank name appear on my statement?
Expected outcome: You can identify Toast deposits on your bank statement by the Fifth Third Bank/CITIZENS/TOAST DEP [MON DD] [DEPOSIT ID] [MERCHANT NAME] descriptor.
Where do I find credit card settlement and deposit reports?
In Toast Web, select Reports > Payments > Settled Deposits Daily Breakdown.
This report shows daily settlement details: deposit date, total amount, payment methods, processing fees and the net deposits post the processing fee deduction which gets credited to your bank. Use this report to reconcile your credit card activity with your bank deposits.
Alternative reports available under Reports > Payments:
Deposit Totals Overview — Summary of deposits and fees by date range
Processing statements — Detailed credit card activity and fee calculations
Payout Overview — All deposits and fee deductions
Also asked as:
How do I see my daily settlements?
Where are my deposit records in Toast?
How do I reconcile deposits with my bank statement?
What report shows my credit card settlements?
Expected outcome: You can access and review daily settlement details to match your bank statement deposits.
Why does Toast need my banking information?
Toast uses your bank account for two purposes:
Credit card deposits — Processed card payments are deposited into your designated account via ACH
Fee payments — Software, hardware, and service fees are deducted monthly via ACH
Both deposits and fee deductions require valid banking information on file.
Also asked as:
Why does Toast need my bank account number?
What does Toast do with my banking information?
Expected outcome: You understand why Toast collects and maintains your bank account information.
How do I update my bank account?
You can update this in Toast Web. See the article Update or Add a New Bank Account in Toast Web for step-by-step instructions.
Permission required: You need 8.1 Financial Accounts permission to change your bank account. If you do not have this permission, ask your account owner or manager.
For American Express Direct users: You cannot change your AMEX deposit account in Toast Web. Contact American Express directly at (800) 528-5200 to update your AMEX account information. AMEX manages this directly.
Also asked as:
How do I change my bank account?
I want to use a different bank account—how do I switch?
Can I add or remove a bank account?
Expected outcome: Your new bank account is activated for future deposits and ACH fee deductions within one business day.
How do I see which account my deposits go to?
In Toast Web, select Toast account > Billing > Bank accounts.
Look for the Accounts in use section. This shows your primary deposit and fee account.
Permission required: You need 8.1 Financial Accounts permission to view this information.
Also asked as:
Which account are my deposits going to?
How do I check my payout account?
Where will my deposits appear?
Expected outcome: You can confirm which bank account is designated for deposits and fee deductions.
Can I split deposits between two bank accounts?
No. Toast deposits must go to a single account. You cannot split card payment deposits across multiple accounts.
You may have a second bank account on file, but it is used only for payments you make to Toast (such as paying invoices). All credit card deposits and automatic service fees go only to your primary account.
Also asked as:
Can deposits go to two accounts?
I have multiple bank accounts—can I split deposits between them?
Can I send deposits to one account and fees to another?
Expected outcome: You understand only one bank account receives credit card deposits and fees.
Billing and invoices
Quick answer: Credit card processing fees are deducted daily. Software, hardware, and service fees are deducted monthly via ACH. View all invoices in Toast Web under Toast account > Billing > Billing & Invoicing.
How are credit card fees charged?
Credit card processing fees are deducted daily from your credit card deposits. You see these fees itemized in your deposit and processing reports.
Software, hardware, and service fees are deducted monthly via ACH transfer from your designated bank account on a separate schedule.
Also asked as:
"When are my credit card fees charged?"
"When are my software fees charged?"
"Why are there multiple deductions from my account?"
Expected outcome: You understand the difference between daily CC fee deductions and monthly ACH fee deductions.
What is Toast's billing policy?
Your complete billing policy is in the Toast Merchant Agreement you accepted when you signed up.
The agreement specifies rates, fees, billing terms, and conditions. For details on specific charges or billing questions, contact Customer Care.
Also asked as:
What are Toast's terms and conditions?
Where can I find the billing agreement?
What are the billing rates?
Expected outcome: You know your complete billing policy is documented in your Toast Merchant Agreement.
Where do I find my invoices in Toast Web?
Select Toast account > Billing > Billing & Invoicing.
This page lists all your invoices by date: credit card processing statements, software invoices, hardware charges, and service fees. You can view and download each invoice.
Also asked as:
How do I download an invoice?
Where are my billing statements?
Can I see past invoices?
How do I access my payment history?
Expected outcome: You can locate and download any invoice from Toast Web.
What do I do if I'm billed incorrectly or missing an invoice?
Before contacting Customer Care, check your invoices in Toast account > Billing > Billing & Invoicing to verify all charges.
If you still have questions about a specific charge or cannot find an invoice, contact Customer Care with:
Billing period or invoice date in question
Amount of the charge
Name of the specific location the charge is associated with (if available)
Your specific question (e.g., "Why is this fee higher than usual?")
Also asked as:
I see a charge I don't recognize.
I'm missing a statement.
I think I was charged incorrectly.
Expected outcome: Customer Care reviews your billing and resolves the discrepancy.
Where can I view my credit card processing fees in detail?
Several Toast reports show credit card processing fees:
Report
|
What You See
|
Reports > Payments > Settled Deposits Daily Breakdown
|
Daily deposits, fees deducted per day, payment methods
|
Reports > Payments > Deposit Totals Overview
|
Total deposits and fees by date range
|
Reports > Payments > Processing statements
|
Detailed CC activity, fee calculations, and adjustments
|
Reports > Payments > Payout Overview
|
All payouts and fee deductions
|
Choose the report that best fits your analysis needs.
Also asked as:
How do I see my processing fees?
Where are my processing statements?
What report shows my fee breakdown?
How do I find my payment processing summary?
Expected outcome: You can locate detailed CC fee information in Toast Web reports.
When will I receive my first credit card processing statement?
Your first credit card processing statement arrives during the first week of the month following your first credit card payment.
Example: If you process your first card payment on March 15, your first statement arrives in early April.
Until then, you can view your daily settlements and processing activity in Toast Web under Reports > Payments.
Also asked as:
When do I get my first invoice?
Where's my first statement?
How long until I see my first bill?
Expected outcome: You know when to expect your first processing statement and where to find interim data.
Before you contact Customer Care
Try these steps first, organized by issue type:
For deposit or settlement questions:
Verify your bank account is correct in Toast account > Billing > Bank accounts.
Check your bank statement for deposits listed as "CITIZENS NET SETLMT BANKCARD SYSCC" from Fifth Third Bank.
Review daily settlement details in Reports > Payments > Settled deposits daily breakdown.
Confirm your batch time is before 9:30 p.m. EST for next-day deposits.
Wait one to three business days if batch processed after 9:30 p.m. EST or on weekends.
For billing or invoice questions:
Check your invoices in Toast account > Billing > Billing & Invoicing.
Review your Toast Merchant Agreement for billing rates and terms.
View your processing fees in Reports > Payments > Processing statements.
Verify the billing period in question (month/year).
For credit card processor questions:
Confirm Toast is your sole processor (no other processor can run with Toast).
Verify your old processor is fully disabled with that provider.
Check if a charge is pending—settlement may take 24-48 hours.
Still need help?
Contact Customer Care with:
Your billing period or transaction date
The charge amount and description
A screenshot or reference number from Toast
Steps you've already tried
This information helps us resolve your issue faster.
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