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In this Article:
Yes, all cards in Toast can be dual function and contain BOTH cash balances and loyalty points. A gift card can be registered as a loyalty card. A loyalty card can have cash value added to it to be used as a gift card. The balances are stored separately within the system.
Yes, any gift card can be registered as a Toast Loyalty card.
No, a physical card is not required to register, but providing an email address or phone number is required to register for the Toast Loyalty program. Learn how to enable these settings in the Getting Started with Toast Loyalty article.
Yes, guests can register for loyalty accounts directly from a link at the bottom of their digital receipt. For this feature to work correctly, the following criteria must be met:
- Your restaurant's Toast Loyalty program is enabled
- Your payment options are configured to include rewards signup
To do this, navigate to Payments > Payment methods > Payment options in Toast's back-end. From here, locate the Rewards Signup option in the Cash section, Credit section, or both, and select Yes.
Note: These settings also enable sign-up on your Toast terminals, Kiosks, and Toast Gos.
- The guest has not applied an existing rewards account to the check
Loyalty accounts can be uploaded by our Customer Care team using a file type noted in Importing Loyalty Information.
Credit cards can only be removed by the guest or a Customer Care agent. See Verify or Remove Linked Credit Cards From a Rewards Account to learn more about how your guest will complete this within their loyalty account.
The number on a physical gift card does not need to match the rewards account number in order for them to be linked. You’ll know that a card is linked to an account because of the customer profile (phone number and email address) that appears when you look up the account by card swipe on your terminal.
If matching numbers are important for your business, one way to ensure they match up for new accounts is to prompt your guest to use the digital receipt workflow, pay with the active gift card, and then sign up for their Toast Loyalty account on the guest-facing display.
For guests with existing Toast Loyalty accounts, if you’d like to change their loyalty account number so that it matches the number on a physical card, you can do so by following the instructions in this Toast Central article on Merging Rewards Balances, using the loyalty account number as the Old Card Number and the physical gift card number as the New Card Number.
Note: Using the Register Card function on the POS to link a gift card to a new Toast Loyalty account will create a virtual gift card number in the system that will not match the number on the physical gift card (but will still be linked together). For that reason, if matching numbers are important to your business, it’s recommended to use the digital receipt workflow described above for any new loyalty accounts and use the merging rewards balances process to connect existing loyalty accounts with physical gift card numbers.
I selected a visit-based accrual system but still see points on the POS and online.
Selecting Publish all changes, ensure all restaurant changes are published across all locations. If all changes are published and “points” are still observed, contact Care for further assistance.
I have owner permissions but am unable to configure Loyalty for my location. What should I do?
Ensure that your location belongs to a group for which you have owner permissions. Additionally, you must be the account's primary user, financial contact, or owner contact. If you are, learn to rearrange your locations in groups at this Toast Central article: Create, View, and Edit Location Groups.
If you are not the primary user, financial contact, or owner contact, please start a chat with Customer Support in Toast Now so they can help you arrange your location groups properly to grant you Loyalty management.
Can I sell and track VIP memberships where members can access a specially discounted menu?
While you can use Loyalty reports to track and segment certain loyalty members, Online Ordering does not currently support gated menus for guests. Toast Loyalty does not support charging guests a fee for loyalty program access at this time.
Can guests redeem multiple rewards at once?
Toast Loyalty multi-reward redemption is currently in beta with select customers. If you would like to join the beta please sign up via Test Kitchen. Existing users, please use loyalty@toasttab.com for support. Note: Enrollment will not be accepted via email.
To stop receiving Loyalty emails, guests must contact the restaurant managing their Loyalty account to delete or deactivate their account. Alternatively, they can contact Toast’s Guest Support team to request for account deletion via:
To learn how to deactivate a guest’s rewards account, check out the Deactivate a Rewards Account section of this Toast Central article, Get Help With Suspicious Rewards Activity.
To stop receiving Loyalty SMS notifications, guests must reply “STOP” to the text message that they received.
Where can I buy the Zebra hands-free-always-on scanner?
While this item isn't available on our online Toast Shop just yet, your Toast representative can place the order for you directly.
How to set up and use the Zebra scanner to scan Loyalty QR Codes?
To set up and use your Zebra to scan Loyalty QR Codes, check out the Use a Scanner and Set Up Your Scanner sections of this Toast Central article: Set up and Use a Scanner.
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Absolutely! When creating an Online Ordering account for the first time or accessing an existing Online Ordering account, guests will be able to sign up for Toast's Loyalty program. Similarly, once a guest finishes a transaction on a Kiosk, they will be prompted to join the Toast Loyalty program.
Once a guest has signed up for rewards, they can begin collecting points for each order as well as redeem rewards for discounts on future orders in the restaurant or online! See Getting Started with Toast Loyalty to enable these features.
If I discount an item, will points be earned on the item before or after the discount us applied?
Loyalty points are earned on the post-discount, pre-tax amount for all items.
No, guests will not receive loyalty points from purchasing a gift card. They can however receive loyalty points when paying with that gift card if the items purchased are eligible for loyalty.
Multiple credit cards can be linked to a single Loyalty account, but only one email or phone number and one customer profile can be used.
When a guest is eligible for a birthday reward, they'll receive an email notifying them of their reward with instructions to use their linked credit card in-store or to speak with a staff member. Guests will not receive a birthday reward when signing up on the same day as the birthday entered. This reward is not applied to their rewards account balance but instead is applied to their check as an automatic discount when making an in-store purchase. For more information on setting up a birthday rewards program, check out Adding a Birthday Reward for Toast Loyalty.
Yes. To split loyalty points on a single order across multiple loyalty accounts, split the check rather than the payment. If the payment is split across multiple guests, loyalty points may not accrue properly. Splitting the check ensures that your guests receive the correct amount of points for their order. To learn more about splitting checks, check out this Toast Central article.
A guest signed up for the loyalty program after they closed their check. Can I manually add those points to their new account?
Yes, employees with permission to Adjust Gift Cards (3.3) can manually adjust points for guests. See Manually Adding / Adjusting Gift & Rewards Balances for more information.
Can my Loyalty guests search for my restaurant on the Local by Toast app?
Yes! All locations that have an active Toast Loyalty module can be searched for in the Toast app. Guests can see their Loyalty progress at these locations.
I currently use an amount-based program that rewards dollars spent. How do I switch?
Toast will automatically suggest an earned reward amount to select.
Will guests earn a visit when redeeming points?
Guests will still earn for a visit where a reward redemption occurs as long as their order amount reaches or exceeds the minimum spend requirement.
Can I limit how many visits a guest can accrue in a single day?
Visit accrual limiting is not available at this time.
Can I merge two Toast Loyalty accounts together?
Yes, you can merge two Toast loyalty accounts together. For more information, see Merge Rewards Balances.
Can I remove a guest's loyalty account from their check?
Yes, you can remove a guest's loyalty account from their check by first selecting their loyalty account on the check itself, and then selecting Remove Account in the next window.
Note: This does not delete or deactivate their loyalty account.
If your guest's point balance is incorrect on their receipt, you can follow the steps in this article to Resync All Data. This should resolve any discrepancies in point balance. If this does not properly adjust their balance, you can Manually Add and Adjust Rewards Balances in Toast Web, or contact Customer Care for further assistance.
The check was split, but only one person got the reward points. Is there a way to give the points to the other guest?
No, there is no way to give or transfer points from one guest to another. However, points can be manually added or removed following the steps below:
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- In Toast Web, navigate to Reports > Marketing > Rewards accounts.
- Search for and select the name of the rewards account.
- Select Adjust Balance.
For more instructions, see Manually Adding / Adjusting Gift & Rewards Balances.
I think an employee may be abusing our loyalty system. Is there a way to check this?
Yes — you can check the Loyalty Misuse Report. See Get Help With Suspicious Rewards Activity for more information.
I have double point days set up, will I be giving even more away?
When your guests have multiple double points promotions active at the same time, we'll automatically apply the one that gives them the most points. This ensures they always receive the highest possible reward on their purchase.
When disabling your loyalty program, you may choose to allow guests to redeem available rewards when paying via linked credit card. However, guests will not be able to look their account up on the guest display and staff members will not have access to the loyalty account lookup functions. The loyalty account database will remain intact in Toast if you decide to resume using Toast Loyalty.
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