Question

How do I troubleshoot third-party gift card transaction errors?

Answer

Follow the steps below to troubleshoot gift card transaction errors. Note: Gift cards can only be tested in live mode.

Swipe the gift card and take the payment.
Toast will contact the provider to let them know a payment has been taken.
Messaging on the Toast POS will provide the status of the gift card transaction:
1. Paid, awaiting authorization: Toast is awaiting provider confirmation.
2. Authorized: If the provider confirms activation, you will receive a confirmation on the Toast POS payment screen.
If the transaction returns an error message, you will see one of the following messages:
1. Error: Toast does not hear back from the provider; the activation is considered failed.
2. Error. Tap for more details: The provider rejected the activation, and Toast has submitted a reversal: The status will be. Tap leads to the error details window.
3. Reversed. Tap for more details: The provider rejects the activation. Toast has submitted a reversal, and the partner confirmed the reversal: The status will be Tap leads to the error details window.
The error details window will provide the following information:
1. The last four digits of the gift card
2. Transaction: The GUID is used to troubleshoot the transaction with the provider
3. Provider Error: Message Toast received from the provider.
4. Reversal Transaction: Transaction GUID assigned to the gift card transaction specific to the reversal attempt.
5. Reversal Provider Errors: Message Toast received from the provider.

For a list of our third-party integration providers, please see Toast POS Integrations and APIs.