Question
Why isn’t a guest’s Toast Loyalty account popping up for their linked credit card?
Answer
If a guest's Toast Loyalty account is missing when their credit card is swiped or tapped using Toast Tap®, you can try to resolve it by following these troubleshooting steps:
Confirm the guest’s credit card is linked to their Loyalty account by logging into Toast Web and navigating to Reports > Marketing > Rewards accounts.
Use the search bar to search the guest's account by their card number.
Select the account and the Linked Credit Cards tab, where customers can unlink expired credit cards.
Multiple credit cards can be linked to a single Loyalty account, but only one email or phone number and one guest profile can be used.
Navigate to Menus > Bulk management > Advanced Properties. Open the Show/Hide drop-down and select Exclude from Rewards Program? to view items that may have been excluded from the rewards program.
If nothing on the guest’s order is excluded, check the device details to see if any devices where the credit card was swiped have Digital Receipts enabled.
If you cannot locate the guest from the linked credit card using Digital Receipts, check if the guest has multiple Loyalty accounts or multiple credit cards linked to their account.
Navigate to Reports > Marketing > Rewards accounts and use the search bar to search the guest's account by email or phone number.