topic Re: Non-Toast Gift Cards stopped working suddently in Restaurant Operations

Non-Toast Gift Cards stopped working suddently

mdR1P — Sat, 12 Apr 2025 02:09:07 GMT

We have some physical gift cards with mag-stripe that we've had in-use before we started with Toast. We have been using them without issue and planned to run through them before ordering Toast supplied gift cards. Last night I went to activate a card and the system would no longer accept any of these cards with the error message "Card is not valid at this restaurant." I have on-hand a card I made two weeks ago for a giveaway that hasn't been picked up. It activated with no problem, even printing a confirmation chit. Even that card cannot be redeemed or be read via mag-strip OR manual entry to check the balance. When I went back to transactions from that day, I can't open the card transaction on the back end, getting a Toast server error message on the computer. Has anyone else had issues, or can anyone offer assistance?

Re: Non-Toast Gift Cards stopped working suddently

rcmck — Sat, 12 Apr 2025 03:39:54 GMT

Have you searched your inactive cards for any of your unused card numbers? Do they appear in that report? Also could you look at other gift card transactions, from any time or card and see if you also get that error in your attached screenshot?

Re: Non-Toast Gift Cards stopped working suddently

mdR1P — Sat, 12 Apr 2025 04:04:43 GMT

The numbers in the Inactive Cards list seem to only be connected to a batch of Toast brand gift cards we got branded for our side concept bar. (I am currently able to activate and process the Toast branded cards).

Another recent sale of an original non-Toast card gives the same error and appears to be wiped from the system even though it was activated and paid for through Toast on 3/25 (which happens to be the same date for the promo card I have on-hand still). These activations/Add Value DO show in my Gift Card Transactions list, but not in the Inactive list or GC Balance List.

Re: Non-Toast Gift Cards stopped working suddently

rcmck — Sat, 12 Apr 2025 22:39:39 GMT

I had imported inactive cards but they are long gone, but I am not having any issue seeing the balances of old cards. Did you switch the old cards from another POS to toast or was it a 3rd part gift card provider/integration to toast gift cards? Does your Gift card summary seem right, as far as cards and liability totals? Have you opened a ticket with support yet?

Re: Non-Toast Gift Cards stopped working suddently

mdR1P — Mon, 14 Apr 2025 20:11:18 GMT

I'm not entirely sure where the original integration moved over from, as that was before my time with the company. I had reached out to an account rep, but am now opening an official support ticket. I suspect a file with the data from those cards was cut off when an old business location was recently severed from our account.

Re: Non-Toast Gift Cards stopped working suddently

rcmck — Tue, 15 Apr 2025 03:14:58 GMT

Ok, kind of what I was thinking, maybe an integration was in use and the active and inactive cards where never actually imported into toast and maybe the integration was removed? Definitely more of a job for support, if you share your case number Rob the community manager might be able to get your case escalated.

Re: Non-Toast Gift Cards stopped working suddently

Rob — Tue, 15 Apr 2025 19:41:52 GMT

This is definitely going to need support assistance to resolve. I'm happy to investigate the ticket as well; just provide the case number here, or you can send me a DM if you prefer!

Re: Non-Toast Gift Cards stopped working suddently

mdR1P — Wed, 16 Apr 2025 02:03:26 GMT

Thanks, after several hours getting bumped around in support, I finally got bumped up to someone in Payments/Gift Cards who was able to "shake the tree" as they put it and get the data set of the imported cards reconnected. I'm not sure if it was a software update, or rearranging of our location accounts that disrupted it, but it seems to all be working again thankfully.

Re: Non-Toast Gift Cards stopped working suddently

rcmck — Wed, 16 Apr 2025 21:27:59 GMT

Glad you got it resolved!