topic Re: 24/7 support in Guest Experience

24/7 support

UnaPizza — Sun, 14 Dec 2025 06:39:03 GMT

Were any of you sold 24/7 support? That was the understanding we've been under since we signed up with toast.

Tonight we had an issue where when we were closing, all of our devices were in an endless sync data loop

No worries! I called Support. Was surprised to find out they were closed and not open 24 hours a day. when I met with their sales person he sure went on and on about how that was something we could count on

I have dealt with certain departments being closed during some hours but this is the first time I've learned you can't talk to somebody when you need them the most.

Next I got on the Toast Now app and reached out to a 24 hour representative on there

After a frustrating half an hour with an AI chat box I learned that was my only option!

There is no after hours Support... toast closes early so the staff can have a rest.

I find it disingenuous to advertise 24 hour support when the truth is, support is an AI chat box.

Our problem with unsolved. This is not the first instance we find we aren't getting something we thought we were paying for with toast.

Re: 24/7 support

josh212 — Sat, 27 Dec 2025 11:46:55 GMT

I came across this situation recently and am hoping it's a temporary issue. While I understand that specialized technical support may not be available around the clock, having access to at least Level 1 and Level 2 support staff would be incredibly valuable. In addition to that, it would be extremely beneficial to have an emergency "break/fix" hotline specifically designed to address major, critical system problems. To ensure responsible usage, locations could be informed that a fee would be applied if the issue isn't deemed a genuine emergency. Ultimately, even just a bit more communication regarding support availability would be greatly appreciated, allowing us to plan accordingly and call support within a specific timeframe, rather than being left in a state of uncertainty while we wait.

Re: 24/7 support

Rob — Wed, 21 Jan 2026 22:03:25 GMT

Sorry to hear about this support issue, and thank you for reaching out with this feedback. Since then, have these issues been resolved? If not, I would be happy to assist!

-EDIT-

I was able to get confirmation from my team that the following information is how to best contact support now.
We offer 24/7 chat support on Toast Web. To get started, select the blue button in the bottom-right corner of any page to chat with Customer Care.

Call Customer Care
U.S. Customers: Call Toast Customer Care at (617) 682-0225. Phone support is available from 7:00 a.m. to 12:00 a.m. ET, seven days a week.

International Customers: Call Toast Customer Care using the numbers below:
Canada: +1 343 451 6295
Ireland: +353 1 913 1083
United Kingdom: +44 20 4571 3302

Contact Customer Support

Re: 24/7 support

Frustrateduser — Sun, 15 Feb 2026 11:37:28 GMT

I am having the same issue can't log in and tried to speak to someone with our 24/7 support and to no avail.

WE NEED SERVICE WHEN WE NEED SERVICE 24/7!

Re: 24/7 support

Rob — Fri, 06 Mar 2026 15:00:46 GMT

Sorry to hear you weren't able to log in! Chat support is 24/7. The image attached is from Support Center, and the icon at the bottom right is our support bot. It can help with troubleshooting, logging back into Toast, and other help as well!

Re: 24/7 support

Thehubba1 — Sat, 02 May 2026 01:12:26 GMT

I too have experienced this. Right now, at 9pm EST on a Friday I cannot get someone to answer the support line. It rings and rings, then the call ends 😕

Re: 24/7 support

HearthpizzeriaB — Sat, 02 May 2026 19:20:10 GMT

Hi @Thehubba1

Im sure that was really frustrating. I have found support to be hit and miss in their usefulness at times when we get them on the line. Is there something that the group can help you out with here? We have a lot of really experienced Toast users here with a wide range of product knowledge. @Rob is regularly able to get something pushed up the ladder with a ticket if us non Toast employees cant help guide you with something.