New Device licensing requirements- used device issues

[tl97]

I have been trying to speak with a support agent who can help me and so far Ive had no luck. I need help escalating issues regarding the new Device licensing subscriptions. Im using some backup devices between restaurants and toast is now saying I need to pay for subs on each of these devices. I have the same amount of devices since I started with toast. Please help me resolve this. 

[au79teahouse]

Every subscription is linked to each device with its ID. If you have backup devices that you don't have subscriptions for, you can contact toast support to transfer the subscription of the original device to your backup devices. After all, you need a subscription for reach running device.

[Rob]

Thanks for flagging this, and I’m sorry you’ve had trouble getting connected with the right team. Device licensing is tied to active device usage, so backup devices that are powered on/logged in and actively using Toast software may be flagged as needing their own subscription.
 

If these devices are replacements or backups, they should use an existing subscription instead of adding new subscriptions. Support can review the device serial numbers and subscription status and help with a transfer where eligible. In some cases, if there is an unused subscription available, the device may need to re-check licensing by opening the banner on the device or logging out and back in.

If you still need more help i can escalte a case you have! 

Device Licensing FAQ

[tl97]

Yes I Still need More assistance. Please help me escalate this. Thank you.