topic Re: "Unauthorized User" when employees try to log in in Restaurant Operations

"Unauthorized User" when employees try to log in

TRoomGM — Sat, 11 Nov 2023 01:43:09 GMT

This has been happening for the past couple of months. Randomly when an employee tries to log into the POS they are greeted with a error message stating "Unauthorized User." Once this happens no other employee can log into that POS until a manager number is entered an logged in then it just fixes itself. We have 4 POS screens (New Flex) and this will happen at randomly times, never isolated to one screen. It seems to happen to a couple of employees more frequently than others, but it is not isolated to these employees either. This gets incredibly frustrating during a busy service because we essentially lose a an entire rooms POS in the middle of service.

I have tried power cycling all POSs. Restarting all apps individually and simultaneously. And have even cleared the cache on all 4 devices and re-synced all data after hours when they aren't in use, yet this continues to happen. Does anyone know why this happens or better yet a solution?

Re: "Unauthorized User" when employees try to log in

seanmsulli — Mon, 12 Feb 2024 20:56:05 GMT

We are having the same issue. It seemed to start around the same time we were forced to move to the new POS experience. Did it line up with that changeover in yours?

Re: "Unauthorized User" when employees try to log in

Butcherandbar — Sun, 18 Feb 2024 16:37:43 GMT

We have been having the same problem, but only on one terminal. I submitted a ticket to Toast, so we'll see if they get back to me.

Re: "Unauthorized User" when employees try to log in

tmartinez — Sun, 18 Feb 2024 22:47:39 GMT

Yes we have been experiencing the same issue at just one of our terminals though. I also believe that it has become a more frequent issue, which happens at random. Most of my staff now know they need to grab a manager to login when this happens. I agree that the timeline does seem to correlate with the switch over to the new POS. We switched back in October to the new interface. For what it's worth, it's probably our most frequently used terminal that this issue affects.

Re: "Unauthorized User" when employees try to log in

TRoomGM — Sun, 18 Feb 2024 22:56:31 GMT

I finally figured out what was causing this issue actually. It must be a bug with the new POS experience, as it was logging in employees whose email addresses don't even have access to the backend. I noticed under device status every time I checked, another random employees email address would show up as logged in. I completely logged out of all of our terminals and logged back in with my email address and haven't ran in to the issue since.

Re: "Unauthorized User" when employees try to log in

Butcherandbar — Sun, 18 Feb 2024 23:17:58 GMT

I'll check this out. Where do you see who is logged in? Is it under Device Status?

Re: "Unauthorized User" when employees try to log in

TRoomGM — Sun, 18 Feb 2024 23:23:33 GMT

Yes, click Device Status and there will be three tabs at the top: Status, Queue, Device. Click Device on the right and in the bottom right area under "User" it will show the email address. The odd thing I had noticed was this address kept changing even when nobody else was in the building.

Re: "Unauthorized User" when employees try to log in

tmartinez — Sun, 18 Feb 2024 23:33:32 GMT

Oh interesting. I was under the impression that the email address that shows up in that spot is simply the last user to have entered their pin to use that specific POS.. As far as logging into the actual Toast POS App--we have a default login that each POS is always logged into. This doesn't affect the changing of the email address listed when looking at device status. The terminals are all still logged in under the default. I will have to keep looking into this though, thank you for the info!!