Hi Toast Community,
Following the disruption in service related to the outage involving AWS on 10/20/25, we know we have work to do to reduce risk and impact to your operations. These are some focus areas that we are accelerating to improve the offline experience:
- Seamless Offline Mode – We envision a world where staff and guests don’t even notice when Toast is offline. We will focus on delivering functionality that works toward this vision, like order syncing between terminals, clocking in/out from any device, and offline shift review.
- Offline solutions for online orders – Online pickup and delivery have become critical channels for restaurants and retailers. We will expedite development of a fallback solution for online orders, including those from third-party providers, in the event of a disruption so you can continue to rely on that channel.
- Clear communication – We will improve our documentation and in-product messaging so that transitions in and out of Offline Mode are clearer, and offer workarounds in cases where offline functionality isn’t available. We’ll develop new training offerings to enable you and your team to operate confidently offline.
- Redundant systems – Starting with payments, we will continue to diversify the systems we rely upon to serve your business and build cutovers designed to maintain service during outages like the one this week.
As we continue to make progress in these areas, this will be a place for updates on Offline Mode in addition to broader company product updates, and you can always view the Recovery Guide as well.
-Jenni
