Why a Toast contact or order is missing in Patch

Most of the time this is how Toast stores guest info — especially dine-in — not a broken connection.

Start here

1. Search by email, then phone, then name. Use the exact email or phone on the Toast check.
2. Check you’re in the right Patch account. Multi-location brands have a Patch account per restaurant — search the account for that location.
3. Check how recent the order is. New identifiable orders usually arrive within about 6 hours, or sooner if order webhooks are connected.
4. Confirm Toast showed guest contact info on that check (email or phone). If Toast never captured it, Patch won’t either.

If none of that finds them, use the sections below.

1. Dine-in / no email and no phone

Patch only creates a contact and an order when the Toast check has a guest email or phone. Most dine-in checks don’t include that.

What you’ll see: The guest exists as a sale in Toast, but nothing appears in Patch for that check.

Fix: For marketing, use takeout, delivery, or curbside (or any flow where Toast captures guest contact info). There isn’t a Patch setting that invents dine-in guests.

2. Guest details aren’t shared with Patch

If the Toast API credentials were created without guest personal-info access, Toast can send anonymized guests. Patch then has nothing to match.

Fix: Ask your Toast admin to confirm guest details are included on the API credential, then have your Patch rep re-verify. Contact Patch support if you’re unsure.

3. Wrong location / unmapped restaurant

With multiple restaurants, each Toast location must be assigned to a Patch account. An unassigned restaurant imports nothing — that can look like hundreds of missing guests at once.

Fix: Contact Patch support. Don’t rematch locations yourself unless your onboarding rep asks you to. See Multi-location restaurants.

4. Timing

Patch pulls Toast about every 6 hours. Profile-only edits in Toast (with no new order) may not update Patch until that guest’s next identifiable order syncs. There is no single-contact “Pull from Toast” button.

Fix: Wait for the next sync after a new takeout/delivery order, or ask Patch to confirm sync health if everyone has stopped updating.

5. Voided or incomplete checks

Voided / deleted checks don’t become purchases in Patch. Incomplete checks also won’t create Order Finished events.

Fix: Confirm the check is closed/paid in Toast with guest info still present.

When you contact Patch

Include this and support can usually answer on the first reply:

• Guest name and the exact email/phone on the Toast check
• Dining option (dine-in vs takeout/delivery)
• Which restaurant / Patch account you searched
• Rough date/time of the order