I have an employee attempting to sign in to Toast Payroll to see his most recent check stub. Once he enters his login credentials, it kicks him back to the initial log in screen to enter his email. There is no error message or "incorrect username/password" or anything like that.
I chatted with Toast's AI chatbot and tried the provided solutions that included clearing the browser cache and cookies, using an incognito window, and using Google Chrome. My employee tried as well with the same results. He went the "forgot password" route to reset it as well. Still no luck.
Advisement from a live chat representative was to wait an hour and attempt again because we likely were locked out of the account now. She left the chat open so that I could let her know once that was complete. I attempted again after an hour with the same results on the app and on the web version. A new representative entered the chat and asked what they could help with today and then walked me through all of the same troubleshooting advice provided by the AI chatbot for a third time. After going through the cache/cookie clearing process once again, the employee has been instructed to use a link sent to the email associated with his account by the representative.
I think it would be helpful to be able to see if accounts have been locked and be able to unlock them as an admin in Toast. So the recovery process here can be sped up.
I'd also like to know what the actual issue was!
