Toast incident

11/24 - Customer Look-up Issue

Minor Resolved View vendor source →

Toast experienced a minor incident on November 24, 2025 affecting Order Processing / KDS and Toast POS app, lasting 42m. The incident has been resolved; the full update timeline is below.

Started
Nov 24, 2025, 04:56 PM UTC
Resolved
Nov 24, 2025, 05:38 PM UTC
Duration
42m
Detected by Pingoru
Nov 24, 2025, 04:56 PM UTC

Affected components

Order Processing / KDSToast POS app

Update timeline

  1. investigating Nov 24, 2025, 04:56 PM UTC

    We are currently aware of an issue with the Customer Look-up Tool on devices where it is stating "Customer Look-up is unavailable while offline" erroneously. This may affect adding guests via the tool to orders, setting up Delivery orders over the phone, as well as prevent adding Loyalty accounts to the orders.

  2. investigating Nov 24, 2025, 05:26 PM UTC

    We are still investigating this issue but seeing signs of recovery across some devices.

  3. resolved Nov 24, 2025, 05:38 PM UTC

    The Customer Look-up tool functionality has been returned to normal and is operating as expected. This incident is now resolved.