Manually Add and Adjust Rewards Balances

Last updated: Jun 25, 2026, 11:03 AM

In Guest Loyalty Reports, you can activate inactive gift cards, adjust card and reward balances, activate and deactivate cards, change customer information, or delete/change a guest's rewards or gift card information.

If your restaurant uses Toast Loyalty or Toast Gift Cards, you can add or subtract points on a guest's rewards account, adjust the dollar balance on a gift card, activate or deactivate a gift card, and update a guest's contact information. This article walks through each task in Toast Web.

 

In this Article:

 

Before You Begin

Applies to: Toast Web, Toast Loyalty, Toast Gift Cards

 

Permissions needed:

  • 3.3 Gift Card Adjustment — required to add, subtract, activate, deactivate, or otherwise change a balance
  • 4.4 Gift / Rewards Card Reports — required to open the Gift Card Balances report and the Rewards accounts report

 

What you'll accomplish: Add or subtract points on a guest's rewards account, adjust the dollar balance on a gift card, activate or deactivate a single gift card, or update the customer contact information attached to either account.

 

Note: You can only adjust one gift card or one rewards account at a time in Toast Web. To update many gift card balances at once (for example, when migrating from another provider), contact Toast Customer Care with the card numbers and updated balances ready in a spreadsheet — bulk updates are not available in the merchant UI.

 

For more information about the permissions referenced above, see Permissions Reference Guide.

 

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Add or Adjust a Rewards Account Balance

Use this procedure when a guest is missing points, needs points added after a check has already been closed, or needs a points correction applied to their rewards account.

 

  1. In Toast Web, navigate to Marketing > Rewards accounts.
  2. Use the search bar to locate the guest's account by name, email address, or phone number. If the account does not appear, see the FAQ entry below on finding accounts that aren't visible in the report.
  3. Select the rewards account row to open the Account Details view.
  4. Select Adjust Balance.
  5. Enter a positive number to add points or a negative number (for example, -50) to subtract points, then select Save.

 

Expected outcome: The new points balance appears in the Account Details view immediately and is reflected on the guest's loyalty account the next time it is looked up on the POS, on the guest-facing display, or via the rewards lookup link.

 

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Adjust a Gift Card Balance Manually

Use this procedure to correct the dollar value on a single gift card — for example, after a failed import, a comp, or to zero out a card before deactivating it.

 

  1. In Toast Web, navigate to Reports > Payments > Gift Card Balances.
  2. Use the search bar to locate the card. We recommend searching by the 16-digit gift card number for the fastest result. If you imported cards from a previous system, you can search by the legacy gift card number by selecting Show / hide columns and enabling the legacy-number column in the report view.
  3. Select the card row to open the Card Details view.
  4. Select Adjust Balance.
  5. Enter the dollar value to add. To subtract from the balance, enter a negative number (for example, enter -10 to subtract $10).
  6. Select Save.

 

Expected outcome: The new dollar balance is saved on the card and is reflected immediately in the Gift Card Balances report.

 

For other ways to find a gift card (by check number, transaction date, or guest contact info), see Check or Adjust a Gift Card Balance.

 

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Activate or Deactivate a Gift Card Manually

Use this procedure to change the status of a single gift card. Active cards have a balance or have been used as payment (including cards with a zero-dollar balance); inactive cards have never had a transaction.

 

Active cards appear in the Gift Card Balances report. Inactive cards appear in the Inactive Gift Cards report. If you have a large batch of cards to activate or deactivate, contact Toast Customer Care with the card numbers.

 

  1. In Toast Web, depending on whether the card is currently active or inactive, navigate to one of the following:
    1. For active cards: Reports > Payments > Gift Card Balances
    2. For inactive cards: Reports > Payments > Inactive Gift Cards
  2. Use the search bar to locate the card.
  3. Select the card row to open the Card Details view.
  4. Select Edit next to Card Info.
  5. From the Status drop-down list, select ACTIVE or DE-ACTIVATED, then select Save.

 

Expected outcome: The card status updates immediately. An active card appears in the Gift Card Balances report; a deactivated card moves to the Inactive Gift Cards report.

 

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Update Customer Information for a Gift Card or Rewards Account

Use this procedure when a guest needs their name, email address, or phone number updated on a gift card or rewards account they already have.

 

  1. In Toast Web, navigate to one of the following:
    1. For a gift card: Reports > Payments > Gift Card Balances
    2. For a rewards account: Marketing > Rewards accounts
  2. Use the search bar to locate the account. For a gift card, search by the 16-digit gift card number. For a rewards account, search by the email address the guest used when they enrolled.
  3. Select the account row to open the Card Details or Account Details view.
  4. Select Edit next to Customer Info.
  5. Update the customer's name, email, or phone number, then select Save.

 

Expected outcome: The updated customer information is saved immediately and is reflected the next time the account is searched or looked up.

 

Note: If a guest's rewards account is attached to the wrong phone number (for example, another guest is showing up under their number), or you need to combine two rewards accounts that belong to the same guest, those scenarios are not handled by the procedure above. Contact Toast Customer Care.

 

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Frequently Asked Questions

How do I add or backdate loyalty points for a guest after their check is already closed?

To add or backdate loyalty points after a check is closed, follow the Add or Adjust a Rewards Account Balance procedure above. In Toast Web, navigate to Marketing > Rewards accounts, search for the guest's account, select Adjust Balance, and enter the number of points to add. The points apply immediately to the rewards account and are available for the guest at their next visit.

 

Also asked as:

  • How do I add points to a loyalty account after the order is closed?
  • Can I add points at a later time?
  • How do I add a rewards account to a past order?

 

A guest says points are missing from their account. How do I fix it?

If a guest's points balance is wrong on their receipt or in their account, first try resyncing your devices using the steps in Resync All Data on Your Devices. Most missing-point reports clear after a resync. If the points are still missing after a resync, follow the Add or Adjust a Rewards Account Balance procedure above to add the missing points manually.

 

Also asked as:

  • I have a customer missing points from their rewards.
  • My guest's loyalty points balance is incorrect.

 

How do I transfer points from one guest's account to another?

Points cannot be transferred directly between two rewards accounts. To move points from one guest to another, follow the Add or Adjust a Rewards Account Balance procedure twice — first add the points to the guest who should have them, then return to the procedure and enter a negative number on the other guest's account to subtract the same amount.

 

To prevent this in future orders, split the check before payment instead of splitting the payment. For details, see Loyalty Lookup and Redemption Workflows.

 

What if I can't find a rewards account in the Reports > Marketing > Rewards accounts list?

If a rewards account does not appear when you search the Rewards accounts report, select Show All Locations at the top of the report, then select Show All Loyalty Accounts. Newly enrolled accounts can also take a short time to sync before they appear. If the account still does not appear after that, see Missing Toast Loyalty Account for diagnostic steps.

 

Also asked as:

  • I can't retrieve a loyalty account by name, email, or phone number.
  • Why is my rewards account not showing in the report?

 

Can I bulk-update gift card balances?

Bulk updates to gift card balances cannot be performed in Toast Web. To update many gift card balances at once — for example, when migrating from another gift card provider or correcting balances after an import — contact Toast Customer Care with the gift card numbers and the updated balances ready in a spreadsheet.

 

Also asked as:

  • How do I update multiple gift card balances?
  • Can I import gift card balances from another system?

 

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