Troubleshoot Comp Card Integration

Follow these steps for any issues experienced in Toast Web for the Comp Card Setup config.

Ensure that you have access to the product module.
Then, ensure that the module is properly enabled in Comp Card Setup.
Save and publish, ensuring the changes are published across all locations (use Publish Config).

The aforementioned steps should also be taken if the restaurant reports that Comp Card buttons do not appear on the POS.

Common Error Messages and Solutions

Issue: This occurs when the card number we send to the partner is not a card number that’s stored in the partner’s system.

Resolution: Determine if the same error message occurs when swiping vs. keying.

If the error message is the same, we recommend reaching out directly to the partner. They will be able to check their system and help identify why the card isn't being stored successfully.
If the error message doesn’t appear when keying, please contact Customer Support.

Issue: This message appears during a balance inquiry, add value, or redemption of a comp card that has not yet been activated.

Resolution: Activate the comp card using the activate button.

Issue: The comp card has been activated previously and cannot be activated again.

Resolution: None, the card is active, and the guest can use the card as normal.

Issue: When redeeming, nothing applies/occurs on the check.

Resolution:

If occurring on an item-level discount, ensure that the restaurant is on Taxes V3.
- If not, please contact Customer Support.
- If the restaurant is already on Taxes V3, then it’s most likely that the comp card has no eligible redemptions for the check.
  - Perform a balance inquiry to determine what is available.
If there are available discounts (check expiry!) but the discounts don’t apply to the check, ensure the items on the check are discount-eligible in Toast.
- If the items are discount-eligible, the restaurant should continue troubleshooting with the provider/partner.