topic Re: AWS Outage Impacting Toast Systems (Offline Mode Checklist) in Toast Community Hub

AWS Outage Impacting Toast Systems (Offline Mode Checklist)

katherine — Mon, 20 Oct 2025 20:13:01 GMT

Hi Toast Community,

We are aware of a Third Party partner outage affecting multiple Toast Systems and are investigating. Your devices should automatically enter Offline Mode, allowing you to continue to place orders, print tickets and receipts, and take card payments. Until your connection is reestablished, please follow the steps in our offline mode checklist.

Subscribe to our system status page to receive real-time updates as we work to resolve the issue.

Katherine

Update: We are beginning to see positive signs of recovery from our Third Party partner, and some Toast systems are beginning to operate normally. We are continuing work to bring systems back online. As you prepare to get back online, we recommend taking these recovery steps to help support a smooth transition.

Re: AWS Outage Impacting Toast Systems (Offline Mode Checklist)

halterca — Mon, 20 Oct 2025 15:13:07 GMT

It is suggested that we print Merchant receipts but I am unsure how to do that. Where can I find how to do that? Is it just a signature receipt. Even if it was just a tap transaction?

Re: AWS Outage Impacting Toast Systems (Offline Mode Checklist)

swordfishkat — Mon, 20 Oct 2025 15:15:19 GMT

Isn’t it impossible to do shift reviews for servers if all reporting is down? Are we just supposed to operate in offline mode and cross our fingers that it’s back up before a server finishes their lunch shift?

Re: AWS Outage Impacting Toast Systems (Offline Mode Checklist)

cornettfarmfres — Mon, 20 Oct 2025 15:36:57 GMT

My kitchen printer will not print the orders. We are in offline mode. How do I make this work? We are having to handwrite all tickets. HELP.

Re: AWS Outage Impacting Toast Systems (Offline Mode Checklist)

mik — Mon, 20 Oct 2025 15:59:07 GMT

Run card like normal on hand held..have them go through the payment steps on hand held then, recall the closed check on the hand held, highlight the creditcard payment and press receipt. print itemized signature to whatever printer is connected to your handheld. Haver customer sign and keep fpr your records.

Re: AWS Outage Impacting Toast Systems (Offline Mode Checklist)

mik — Mon, 20 Oct 2025 16:00:31 GMT

unacceptable.

Re: AWS Outage Impacting Toast Systems (Offline Mode Checklist)

katherine — Mon, 20 Oct 2025 16:18:39 GMT

Thank you @mik.

@halterca the following article gives additional guidance and can be used to print receipts: https://central.toasttab.com/s/article/Reprint-and-Resend-Receipt-from-Payment-Terminal

Re: AWS Outage Impacting Toast Systems (Offline Mode Checklist)

katherine — Mon, 20 Oct 2025 16:19:16 GMT

This is correct. If employees are required to do shift reviews, they will be unable to clock out. Once the system is restored, shift reviews and clocks outs can be done. Shift reviews can still be completed later as long as it is within the same business week.

Re: AWS Outage Impacting Toast Systems (Offline Mode Checklist)

katherine — Mon, 20 Oct 2025 16:19:52 GMT

If a printer is not printing, there will not be a way to force it to print during the disruption. As a workaround, if the receipt printer is working as expected and a receipt printer is selected on the POS device being used, a receipt can be printed for the Kitchen as an alternative. The following article can be used to print receipts: https://central.toasttab.com/s/article/Reprint-and-Resend-Receipt-from-Payment-Terminal

Re: AWS Outage Impacting Toast Systems (Offline Mode Checklist)

LauraMarie — Mon, 20 Oct 2025 16:48:09 GMT

we are not far from closing and will be unable to do shift reviews. Can you provide a checklist of what we need to do with each one of the servers. Collecting money, etc.

Re: AWS Outage Impacting Toast Systems (Offline Mode Checklist)

swordfishkat — Mon, 20 Oct 2025 16:49:12 GMT

What about servers who don’t use a cash drawer, they collect all of their own cash for payments and they are also paid out their credit card tips at the end of the shift. We’re a high volume place so it’s not unusual for a server to have 40 to 50 credit card transactions, and 70-80 total checks in a shift. How do I know what their cash owed to the restaurant versus their credit card tips is? do I have to physically go through every single transaction?

Re: AWS Outage Impacting Toast Systems (Offline Mode Checklist)

LauraMarie — Mon, 20 Oct 2025 17:31:27 GMT

I am in the same boat. However, my tips go on a tip card and I process them after the close of the day. I’m assuming I will not be able to process tips until this issue is resolved and shift reviews of course are completed. I told management to take each individual servers money, put it in a bank bag, seal it and have them sign it. Hopefully this will be resolved tomorrow and we can run the shift review with the Server present on opening the bag.

Re: AWS Outage Impacting Toast Systems (Offline Mode Checklist)

katherine — Mon, 20 Oct 2025 17:34:21 GMT

Shift reviews can be updated once the devices are back online. Currently the process will be manual consolidation until the system is restored. Shift reviews can be completed later as long as it is within the business week. Here are some Offline Mode best practices for employees during Offline Mode:

Review your Open, Paid, and Closed orders in the Payment Terminal.
For any orders that need to be updated, select one terminal and complete all orders on the same terminal. Inform your teammates not to make any edits or change those same orders in other terminals.
Pay attention to order numbers, as they matter especially in Offline Mode. In Offline Mode, any new order that you take will have a number sequence that will begin in the thousands. In normal operations, orders will begin with the number One each day and numbers will go in sequential order. The Toast POS will pick a number arbitrarily in the thousands, and orders will begin with that new sequence.
Save all of your order receipts for cash-out purposes.
Save any merchant copies for credit card transactions just in case your manager needs them.

Re: AWS Outage Impacting Toast Systems (Offline Mode Checklist)

katherine — Mon, 20 Oct 2025 17:34:58 GMT

Review your Open, Paid, and Closed orders in the Payment Terminal.
For any orders that need to be updated, select one terminal and complete all orders on the same terminal. Inform your teammates not to make any edits or change those same orders in other terminals.
Pay attention to order numbers, as they matter especially in Offline Mode. In Offline Mode, any new order that you take will have a number sequence that will begin in the thousands. In normal operations, orders will begin with the number One each day and numbers will go in sequential order. The Toast POS will pick a number arbitrarily in the thousands, and orders will begin with that new sequence.
Save all of your order receipts for cash-out purposes.
Save any merchant copies for credit card transactions just in case your manager needs them.

Re: AWS Outage Impacting Toast Systems (Offline Mode Checklist)

mjcorley — Mon, 20 Oct 2025 17:37:12 GMT

How do I update orders and invoices in the Toast Catering portal with the site down? I have invoices for events happening today that need adjusted and sent for payment. When does this expect to be fixed?

Re: AWS Outage Impacting Toast Systems (Offline Mode Checklist)

katherine — Mon, 20 Oct 2025 17:53:46 GMT

We currently do not have a way to update this information during the disruption.

As for a resolution from AWS, we're being assured that this is actively being worked through and the team will update the Toast Status page as soon as we receive and confirm resolution.

Re: AWS Outage Impacting Toast Systems (Offline Mode Checklist)

ErinBlackOak — Mon, 20 Oct 2025 18:44:13 GMT

I was wondering the same 🤔

Re: AWS Outage Impacting Toast Systems (Offline Mode Checklist)

dowford_43691 — Mon, 20 Oct 2025 20:59:47 GMT

This whole situation is unacceptable. We're approaching 10 hours since the first report and "appear" to be no closer to a solution. I've never experienced an outage this long. Copying and Pasting updates makes it look worse. We need an update that actually has substance to it.

Re: AWS Outage Impacting Toast Systems (Offline Mode Checklist)

au79teahouse — Mon, 20 Oct 2025 21:17:38 GMT

Just a suggestion for future improvement. Toast needs to allow "quick edit" in local devices during offline mode.

Re: AWS Outage Impacting Toast Systems (Offline Mode Checklist)

KDixon — Mon, 20 Oct 2025 21:28:46 GMT

This has been a complete debacle, negatively impacting restaurants across the country. Why doesn't Toast have a backup server in a different cloud location ready to go for times like this? A few minutes of pointing everything to the backup server and we would have been up and running hours ago. This shows how small Toast is as a company, and I hope they learn from this experience as they grow. Don't put all your eggs in one basket.