Look Up a Guest’s Gift Card Balance Without the Physical Card

How do I look up a gift card balance for a guest who can't find their gift card?

If you're using a third-party provider or partner, please reach out to them directly for assistance. If you're using Toast Gift Cards, please follow the steps below:

There are three ways you or your guest can search for your gift card and identify the balance:

• Online look-up link
• Back-end report
• Directly on the POS

See this article, Check or Adjust a Gift Card Balance, to learn about the three options. 

 
If you're unable to find a specific gift card number, check these four options:

1. The gift card is inactive. If this is the case, make sure it is being searched on the Inactive Gift Cards report, not the Gift Card Balances report under Analytics & Reports > Guests, Gift Cards & Loyalty
2. The gift card is listed under a different location under the restaurant group. Make sure ALL locations under the restaurant group are checked on the report and update.
3. The gift card number is the imported number. If searching on the online gift card balance link, make sure you're enabled to allow guests to search by the imported number.
   1. Under Toast Restaurant Setup > Restaurant Setup
   2. Make sure Search cards by imported numbers is checked
4. If you've confirmed all prior steps and are using Toast as your gift card provider, it's likely this gift card has not yet been imported. Please see our guide on to add the missing number to your system.