topic Re: Reward and gift card accounts from deactivated location in Restaurant Operations

Reward and gift card accounts from deactivated location

ZombieGillian — Mon, 30 Sep 2024 19:27:47 GMT

I'm in the process of closing a location - one of three under multi-location management. We have gift cards and rewards accounts. I'm wondering what will happen to these accounts after the account is deactivated. Currently, they can only be reported on in the back-end if you search by the location that they were created at. If the location is gone (after 30 days it's totally gone from backend reporting, bummer), how can the accounts be found? Will they still work at the current locations? Does anyone have experience with this?

Re: Reward and gift card accounts from deactivated location

www — Sun, 22 Jun 2025 05:45:00 GMT

I'm not sure if you ever got this resolved, but our Account Manager told us we had to "rehome" the reward accounts and gift cards.

We were told to download the rewards accounts (Reports > Marketing > Rewards accounts) and then submit a ticket to Toast to add them to another active location.

However, I believe we are currently experiencing some issues related to this. We have some customers unable to use their gift cards, but I was under the impression that gift cards and rewards cards are the same.

I just submitted a new ticket, but I'll update this comment as I get more information.

Re: Reward and gift card accounts from deactivated location

ZombieGillian — Mon, 23 Jun 2025 20:11:23 GMT

Hi there, as an update to how it went for us, yes, it should have worked to download the gift/rewards accounts and then add them to a different current location. But, after doing this with the help of Toast support, the accounts no longer worked. So, after trying multiple times, the eventual answer was to re-activate the closed location, and keep those accounts as belonging to that location. Then they functioned at our other 2 locations as they normally did. Our closed location exists on the backend, but is not live. Perhaps this answer will help your situation too!

Re: Reward and gift card accounts from deactivated location

www — Fri, 27 Jun 2025 08:16:55 GMT

Thanks @ZombieGillian !

We ended up doing that and everything is working correctly now 😁

I'm a little worried that closed locations will eventually disappear, so I checked with our Account Manager and he told us they remain indefinitely. I hope that's the case and there are no changes.

* * *

Hi @Rob if you don't mind a suggestion: could the Documentation team write up a guide on how Multi-location groups can best handle closed locations?

Are we really supposed to leave our active and inactive gift cards in the closed location? Thanks!