topic Re: Credit card numbers disappear in Guest Experience

Credit card numbers disappear

MorleysBY — Sat, 30 Mar 2024 00:29:29 GMT

We have had several nights where multiple guests’ credit card numbers have disappeared from Toast.

This began Wednesday. Toast has not been helpful, its as if they dont understand the problem being presented.

This is the situation:

- Credit Card is pre authorized with approved. The name of person appears under the tab. Toast confirms pre authorized.
- Orders are taken.

-When customer is checking out, the system no longer has the card number. The tab name remains , the card number and ability to charge the customer has vanished.

- We have experienced instances where we catch the issue while the paying customer is still in the building. We also have lost revenue when customers walked.

I have turned to Toast Support for help, they have provided zero.

This has happened no less than 10 times in 3 days.
Has anyone else experienced this? If so, is there a solution?

Also, did Toast take any responsibility or provide any help? If Toast was responsive, who do I need to talk to?

Thank you in advance for any direction you can provide.

Re: Credit card numbers disappear

rcmck — Sat, 30 Mar 2024 01:13:18 GMT

What app version are you on? I know there were some changes in 2.72 with how the banner is displayed, but it shouldn't remove the card itself. You are saying there is no longer a saved card on the payment screen not just the banner missing on screen?

Re: Credit card numbers disappear

MorleysBY — Sat, 30 Mar 2024 02:12:55 GMT

I have recently updated the apps.

The card receives pre approval, then at some point, the saved card information allowing for charge vanishes. The tab name (customer name) remains, but system no longer acknowledges that a card had previously been entered (swiped).

Re: Credit card numbers disappear

MorleysBY — Sat, 30 Mar 2024 02:15:27 GMT

This has occurred using handhelds, and main POS terminal (cash register). At first we thought it was a handheld issue. Tonight it happened on both handheld and Main Terminal.

Re: Credit card numbers disappear

rcmck — Sat, 30 Mar 2024 18:53:43 GMT

I do not use pre-auth so I can't speak to it being a widespread issue or just local, I would try to keep a note of the check numbers and dates when it occurs, will be helpful for support. Maybe @Rob can get you in contact with some higher level support.

Re: Credit card numbers disappear

MorleysBY — Sat, 30 Mar 2024 19:59:51 GMT

Thank you for the advice

Re: Credit card numbers disappear

Rob — Mon, 01 Apr 2024 18:04:57 GMT

@MorleysBY Every time I have seen this in the past, it was because of a workflow issue. The employee would start a tab first and then swipe a card to pre-auth, but this would only start a tab and grab the guest name, but will not pre-auth the card.

The pre-auth must be completed on the order screen, and a green bar must appear to confirm that it was completed. I will reach out to you for a bit more info. We can check the audit history of the check to learn more.

Re: Credit card numbers disappear

MorleysBY — Tue, 02 Apr 2024 11:23:13 GMT

Rob,

I do not believe this to be the case. We have had the problem you have outlined, and I have made the staff aware. For at least two of the issues, I was the one who ran the card and I make absolutely sure the card "preauthorizes". I will get you the date and tickets this occurred. We have over 10 instances occurring in a 3 day period. We caught several on Friday and Saturday, and they were not noted. Last Wednesday we did not catch, and I kept the receipts. I will get you the information later today.

We have had another issue as well. This was noted in Nov 2023, and never resolved...though Toast closed out the ticket. I tried to reach out to support through chat explaining this has not been resolved, no one followed up. The issue is on "rare" (has happend multiple times) the customer runs their card, checks out, is prompted to tip, provides a tip, signs and leaves. Later, it shows that they have a remaining unpaid balance on their tab, yet the tip went through. I don't have all the records where I am at. The information should be on tickets from 2023.

Re: Credit card numbers disappear

MorleysBY — Tue, 02 Apr 2024 11:24:26 GMT

Soup, I am sorry. Rob the community manager responded back. I hit the wrong reply. My apologies to everyone. Rob is trying to help, so very positive on his part.