Question
Why Does My Gift Card Have No Balance?
I imported my liability report from my old provider, but my gift card has no balance. Why?
Answer
Occasionally, there is an error with the import of your gift cards from your previous provider. A few reasons why this could happen are:
Inactive and active cards on the same file- This imports all inactive cards as a $0 balance
Liability report did not include all cards
Note: If you did not submit a file for import, you will not be able to use your third-party provided cards on Toast until this import is complete. To learn more, see Import Gift Cards.
First, you’ll need to determine that the card is indeed in the system, and if it actually has $0 on it, or if it is unused. To learn more about how to perform a balance inquiry, see Find a Gift Card Balance.
If the card is unused, it is recommended to review the liability report you sent to Toast for submission to confirm the card is listed on the file provided. Occasionally, cards are missing if the report is not a list of cards from all time, or if you have purchased from multiple providers in the past.
If the card is listed on the import, there are a few important things to keep in mind:
Does it list a balance other than $0?
Does it list a balance at all? If the card does not list a balance, but is on a combined active and inactive report, the card was imported with a $0 balance instead of as an inactive card.
If the balance is incorrect and it does not seem to be a widespread issue with your import, you can manually adjust the balance of the card. To learn more, see Check or Adjust a Gift Card Balance.
If you need to re-import your gift card liability report, please contact Customer Care.