In the unfavorable event of an internet or network disruption, Toast's Offline Mode allows you to continue to place orders, print tickets and receipts, and take credit card payments until the connection is reestablished and you are back online.
See more on operating in offline mode on the Customer Hub: follow the link here!
What is offline mode and how does it work?
The Toast network is setup through a device called a router, which provides a signal that your tablets and printers (also known as 'clients') connect to each other and form a local network where clients can communicate with each other and exchange information.
This signal can be backed by internet provided by your ISP (internet service provider) device called a modem, or it can operate independently without an internet connection.
The internet connection may go out from time to time, thanks to the local area network connection provided by the router, the terminals and tablets are still able to communicate with the printers and print tickets and receipts.
Unfortunately, tablets aren't able to sync with other tablets on the same local area network, and require an internet connection to back it up. In Offline Mode where we don't have any ability to access an internet connection and have to rely on the local area connection, tablets will not be able to stay in sync with one another and will store its information (orders, payments, etc.) until it can sync and share it when it's back online.
What can Toast do in offline mode?
- Send orders to kitchen printers
- Print customer receipts at terminals
- Open cash drawers
- Process credit cards “offline”
- Enter credit card or non-cash tips onto payments
What can't Toast do in offline mode?
- Clock in or clock out on separate devices
- Login or logout of the Toast application
- Sync and share orders between tablets or display on KDS screens
- Sync and access customer data and online reports
- Employee Shift Reviews
- Process gift cards sales or as a payment method
- Look up customer information for take-out or delivery orders
- Resync orders, resync all data,
The Do's and Don'ts of Offline Mode
DO: Toast recommends that each employee chooses one device to place and update orders. More than one user can still work on a single device, but the employee should refrain from trying to edit the same check on more than one device.
DO: Toast recommends to keep merchant copies of customer-signed receipts as records for payments taken offline in case the payment is lost.
DO: For locations with a KDS: setup a backup printer to print tickets during offline mode, since the KDS will not be able display the tickets as usual.
DO: Consider getting a USB Backup Stick
to prevent offline mode entirely and ensure you're always connected to the internet. More on that here
DO NOT: Select 'Resync Orders' or 'Resync All Data' from the Toast app. This will wipe the stored information from the device and you will lose all sales data and payments without the ability to retrieve them. (Toast has placed safeguards that prevent you from selecting one of these and will instead advise you to call support.)
DO NOT: Uninstall and reinstall the Toast app. This also permanently removes all stored data and payments from the device.