Resolved after 42 minutes, affecting Order Processing / KDS and Toast POS app, on November 24, 2025.
The Customer Look-up tool functionality has been returned to normal and is operating as expected. This incident is now resolved.
Affected components
Update timeline
- 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.
- investigating Nov 24, 2025, 05:26 PM UTC
We are still investigating this issue but seeing signs of recovery across some devices.
- 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.
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