Guests must create a loyalty account through the Lunchbox ordering app or website. Loyalty registration is not available directly on the Toast POS.

Migrated users cannot be looked up until they sign in to the Lunchbox app or website to activate their profile. This step links their existing loyalty data to the new platform.

Scanning a single QR code for both in-store loyalty and Scan to Pay is not currently supported. The Lunchbox app displays two separate QR codes under the Scan tab: one for Loyalty and one for Payments (Scan to Pay).

Loyalty lookup for in-store orders requires the in-store menu to be imported and properly configured. All items must be active, the menu assigned to the Dine-In service type and relevant locations, and the dine-in hours set to 24 hours to allow lookup at any time.

Items are imported as inactive by default to prevent incomplete menus from going live prematurely.

Toast only displays rewards that apply to the items currently selected on the POS, as the system validates rewards against the active order

For example, if a customer has $10 reward dollars and a Free Fries reward, but fries are not part of the in-store order, only the reward dollars will appear as redeemable during the loyalty lookup.

To view all available rewards, including those not tied to specific menu items, perform the loyalty lookup before selecting any items on the POS.

The Scan for Loyalty feature does not support credit card lookup or automatic credit card association on customers' accounts.

When using Scan for Loyalty, Toast automatically inserts the customer's loyalty name into the Tab Name field. This field is populated by the system and cannot be manually edited on the POS.

This restriction ensures the order remains linked to the correct loyalty profile for accurate reward redemption and point accrual.

Use Open Item or Item-Level Comments to communicate any additional information to the kitchen.

To include table numbers, create a dedicated “Table Number” item with a modifier group listing all table numbers.

Avoid overwriting the Tab Name field with guest names or table numbers, as it resets during the loyalty lookup at checkout.

In-store loyalty will not function if the same Toast Location GUID is used more than once in the Admin dashboard. Ensure there are no duplicates, and remember that one location can have a unique GUID even if it's operating with different chains. Remove duplicate GUIDs across both the same chain and different chains to ensure proper operation.

In-store loyalty will not work if the restaurant experiences an internet outage or network disruption. When the POS is in Offline Mode, loyalty lookups and redemptions are unavailable. See Offline Mode for more information.

If a check is closed and later reopened to add more items, the newly added items will not accrue loyalty points when the order is reclosed. To ensure points are properly accrued, create a new order for additional items.

e.g., A customer places a delivery order online and later calls to add another item. The new item should be placed under a new check to earn loyalty points.

Reward names displayed in the guest’s wallet reflect the name used at the time the reward was issued. If a reward name is later changed in the loyalty database, the wallet and Toast POS will continue showing the original name for historical accuracy and troubleshooting.

The Loyalty feature must be enabled for the restaurant by Toast API Support.

To request this, send an email to the Toast API Support team [email protected] specifying that the location will be using Lunchbox Loyalty for in-store loyalty lookup.

Toast must be the active POS system for the restaurant.

The restaurant’s Dine-In menu must be imported into the Admin, and available items are set to be active on the POS and Admin dashboard. This ensures that in-store loyalty lookups correctly validate eligible items and rewards during ordering.

The Dine-In service type must be enabled in Admin, with Credit Card as a supported payment method. Loyalty lookup and reward redemption rely on this service type to function properly in-store.

The integration uses Lunchbox Loyalty, not Toast Loyalty.

Ensure the restaurant’s Toast account does not have native Toast Loyalty enabled, as it conflicts with Lunchbox-managed loyalty data.

Imported loyalty users must be phone-verified and synced to the Lunchbox Loyalty Database. Phone verification ensures the user can be looked up in-store and linked to their loyalty account at checkout.

For clients migrating users from a previous loyalty system, an additional Engineering (ENG) ticket is required.

The ticket should request an auto phone verification process for all migrated users and a full sync to the Loyalty Database. Without this step, migrated users will not appear in in-store loyalty lookups until they manually sign in to the Lunchbox app or website.

Loyalty API

Specify that you need Lunchbox v2 Loyalty enabled (not Toast Loyalty)

Ask for the Rewards button to be enabled on the POS

Confirm that both Lookup Customer and Redeem functionalities are included with the Reward Program activation

This ensures that the POS can recognize and process Lunchbox-managed loyalty lookups and reward redemptions correctly.

The menu is visible in Lunchbox.

The menu is assigned to the Dine-In service type.

The Dine-In service type is active and enabled.

Credit Card must be checked off for payment, and Gift Card must also be checked if the restaurant uses Lunchbox eCard.

Reward Dollars will reflect the available Loyalty Credit dollar amount in the Lunchbox Loyalty section.

Reward Points match the guest's Current Points from the Lunchbox Loyalty system.

When an item is added on the POS, only the portion of reward dollars that can cover the cost of that item will display, along with any item-based rewards that apply to it, e.g., If a guest has $50 in reward dollars and adds a $2 item, only $2 in reward dollars will appear as available for redemption, along with any eligible item-based rewards tied to that item.