Imported Gift Cards not working online

[Jparker]

Anyone knows how to resolve this. Just started happening.   We have Gift Cards imported from prior POS system and when a customer tries to use with online line system the imported number is not linking to Toast assigned #.   The online system is saying invalid card # and will not process card.   

Our customers only have the imported number printed on card.   

I am being told by Toast that only the Toast assigned# will not work.   I do not understand if the imported # will link correctly on POS why is it not linking on online system. 

[au79teahouse]

Your customers won't be able to use the account number on the old gift card from previous provider with Toast online ordering. The way imported gift card works is every gift card account from previous provider is assigned with a new "toast account number". For your customers to use their imported gift card with toast online ordering, they must use the assigned "toast account number" to their gift cards.

Let me know if you need help with finding the account number for your customers.

[Jparker]

When our customers use Gift Cards on POS system the card had the imported card number on them and auto link to Toast assigned number.  The linking system should be the same.   It has worked in the past as well.

Why does it work inhouse and not online?

Fail to understand the difference if all systems work together. 

[au79teahouse]

My guess is the online ordering portal accepts only Toast account number as input so it won't recognize any other account number except Toast's. Old gift cards work in store because system will cross reference phone number, email address ,or an account number (toast or other provider) in your guest database. It will also work if you type up the account number on a gift card on your back-end to search up customer's account. However, it just does not work with online ordering. You will need to inform your customers, who wish to use their gift card online, that they need to input their toast account number instead of the  number on card.

[Jparker]

Can you have someone who is not guessing respond.   This was not happening before just recent issue.  If the online ordering platform is interacting with our back office system for online menu, pricing, placing online orders into Toast POS, etc..  Why is the Gift card input any different. 

Our customers should not have to contact us to get an "actual number" they can use.  It was printed on their cards that is why we imported the card numbers and what was explained to us when we signed up with the Toast system.   The imported card numbers would work thought-out the platform. 

Our customers do not know to call to get the actual card when it's printed on the card.  It bad for our restaurants reputation when card numbers are showing invalid.  

Just another reason why I will not recommend your product.