topic Re: Branded Mobile App in Guest Experience

Branded Mobile App

Sdaniel — Wed, 31 Dec 2025 20:24:58 GMT

Hi everyone,

W seem to encounter issues each time the branded mobile app is updated. Typically, when a problem arises, I open a case, it gets escalated to engineering, and it’s resolved, but with each new update, something else disrupts the customer ordering experience.

I’m wondering if anyone else has experienced the following issues, and if so, how you addressed them?

Curbside: While this doesn’t affect all customers, we have a significant number of orders placed via the app where customers select “curbside.” The issue is that “curbside” only appears as part of the tab name; the system does not process these as curbside orders. As a result, guests do not receive curbside communication, and on our end, the dining option is not curbside. I've had this case open for over two months now, and there's still no solution. This issue was first flagged by our secret shopper company, and initially we thought the shoppers were ordering incorrectly. However, we now see that this is happening with regular customers as well.

Rewards: We’ve had issues with rewards in the app in the past. The most recent issue is that the rewards dollar amount displayed at checkout is incorrect, it shows less than what is actually available for the customer. However, when the reward is applied (before payment), the correct amount is reflected as the discount. While the correct amount applies, it is confusing for the customer to see less than what is available to redeem. This was also flagged by our secret shopper company, however in looking into this, there is definitely a glitch happening. I should emphasize that we don't have a redemption limit. And this is not an issue when ordering via the website.

Example with my account:

Actual rewards available for redemption:

The $ amount that appears on the checkout page:

Correct amount discounted when $1 off is selected in the picture above:

Re: Branded Mobile App

rcmck — Thu, 01 Jan 2026 01:51:49 GMT

I don't use the mobile app, but I can say that the rewards bug is also present in the toast local app, it just shows 1.00 off no matter what the actual reward value is. As far as curbside, I have noticed in the local app the curbside option is shown and always checked by default, I have placed orders at other restaurants and then realized I hadn't unchecked it before sending, but it didn't matter because t it did not show on my receipt as curbside.

Re: Branded Mobile App

Sdaniel — Fri, 02 Jan 2026 16:53:38 GMT

We don’t offer ordering through the Toast Local app, but it’s definitely a bummer that the rewards bug is showing up there as well. There was a period when the rewards issues were resolved, so hopefully we’ll see another fix soon.

The curbside issue is a strange one. For about a month, it was happening repeatedly to the same customer, but in December it began affecting multiple customers across different locations.

Re: Branded Mobile App

rcmck — Sat, 03 Jan 2026 01:42:26 GMT

I think the branded app and toast local app may share some components, just my guess.

Re: Branded Mobile App

ashokr — Thu, 08 Jan 2026 05:41:49 GMT

Do you use the ToastSites too? Curious how you like it. If you have a link would love to see how it is. When i tried it was extreamly barebones and I had to be a web expert to make it look flashy. So i made another choice.

I can't tell why Toast makes it extra hard to get the rewards balance. So in their own app they show the reward balance, but no other easy way to harvest that. They don't even show the balance in LocalByToast. Having a simple API would be great. I'm creating my own app but I would have loved to show the balance. My workaround is when they click on it, it will fill send a text message to their number.

Re: Branded Mobile App

Sdaniel — Thu, 08 Jan 2026 22:38:33 GMT

Hi everyone!

We met with Toast today, and they’ve identified the cause of the rewards issue. A fix is currently being implemented and is expected to be fully resolved within the next 2–3 weeks. This should correct the incorrect rewards dollar amounts that were appearing at checkout.

Re: Branded Mobile App

Tinku_S — Sun, 08 Feb 2026 17:05:49 GMT

We have seen several issues with the Branded Mobile App:

Ordering for curbside through the mobile app does not require the guest add their vehicle information, and if they don't do that, the orders are send to Toast POS as in-store pickup orders. We use a company called FlyBuy to manage communications/track in-store and curbside pickup orders and were able to get them to create a work around for now, while Toast works on requiring the vehicle details, just as it does for online ordering. Our Toast CSM said Toast has acknowledged this is an issue but there is currently no timeline for a fix.
We have also noted the the issue with rewards that Sdaniel noted and on top of that. We had to turn off the cash rewards for our loyalty program since it was showing guests in the mobile app the wrong cash back total based on the points they have.
Lastly, we have noticed that we are not able to do an offer for just the Local by Toast App to attract new customers, because anything we create on Local by Toast, also displays prominently on the Branded Mobile App, which is not ideal since we don't want to be offering things indiscriminately to customers that have already made the decision to order from us without knowing that discount was available.

Tinku Saini, Tarka Indian Kitchen

Re: Branded Mobile App

Sdaniel — Mon, 16 Feb 2026 23:51:33 GMT

Hi @Tinku_S!

The first issue you mentioned regarding vehicle information not being required will be resolved in the next minor update. The agent handling my case has ensured that the concerns I raised were properly addressed. They confirmed that the necessary coding changes have now been implemented, and vehicle information will be required once the upcoming minor update is released.

The loyalty issues we were experiencing have now been resolved. The correct reward amount is displayed, and customers can retract their rewards if they decide not to use the amount before placing their order.

Hopefully more positive changes to come in the future! 🙂

Re: Branded Mobile App

Tinku_S — Tue, 17 Feb 2026 16:42:46 GMT

@Sdaniel For the cash rewards, have you also noticed the issue at the POS that if there are no items yet added to the order, and the guest enters their rewards number, that it latches on to cash rewards only rather than presenting both the cash and item-level rewards? That is another reason we turned off cash rewards, since for guests that wanted to use an item-level reward instead, we had to remove the cash reward before it would allows us to apply item-level rewards.

Re: Branded Mobile App

Sdaniel — Tue, 17 Feb 2026 18:14:06 GMT

I hadn’t noticed that before, but it could be because we currently only have cash rewards activated. Since item level rewards aren’t enabled, we're only seeing the cash reward available. What I was able to find is this: "Item rewards only show up when qualifying items are added to the cart first. The reward appears in the same place where cashback rewards normally show, but you need the eligible item in the order before the redemption option becomes available. So, it's either cash rewards OR item rewards, not both at the same time." I am not certain if that's entirely accurate.

Re: Branded Mobile App

Sdaniel — Wed, 04 Mar 2026 18:26:57 GMT

Great news! 🎉

When selecting Curbside in the app, users are required to enter their vehicle make/model before they can proceed with placing their order. If curbside is selected without entering the vehicle information, a “Required” label will appear, and the "Place Order" button will remain greyed out until that information is filled out.

Re: Branded Mobile App

Tinku_S — Wed, 04 Mar 2026 18:45:43 GMT

I noticed this as well and am happy to hear that this is finally done. @Rob Would still like to have the vehicle color captured for our integration with FlyBuy and/or to more easily identify the cars in the parking lot but happy with this major improvement. Thank you!

Re: Branded Mobile App

Rob — Thu, 05 Mar 2026 19:22:11 GMT

Happy to hear! I'll let the team know!