Overview
Sometimes a customer will report that they can't place an order, even though nothing looks wrong on your end. This usually means Toast has flagged their card as fraudulent — typically because a payment was declined and they haven't had a successful order since. When that happens, you can request an unblock directly from the customer's profile in the AppFront portal.
Finding the Block
Look up the customer by phone number in the portal. If Toast has blocked their account, you'll see a Suspected Credit Card Block badge next to their name. Hovering over the badge shows the reason — for example, that their last payment was declined as fraudulent and they haven't had a successful order since.
Requesting the Unblock
Open the customer's profile and scroll down to the Security & Privacy section.
You'll see a notice that Toast has blocked this customer, along with the decline reason, decline code, and the date of the flagged payment.
Click Email Toast to unblock. This creates a pre-written email addressed to Toast requesting the unblock.
Review the email, then send it directly to Toast from your inbox.
Once Toast reviews and clears the block, the customer should be able to place orders again.
Related
This is different from manually blocking a customer yourself. See Blocking Customer Profiles and Managing Customer Profile Actions (Gifts, Points, Messages & Blocking) for those steps.