Troubleshooting (Online)

Sign-in / Account issues

• No SMS received:

  • Confirm the phone number format and re-request the code; check carrier coverage.

  • Restaurants: ensure OTP is enabled in System Settings → Printing & POS Setup.

• Can’t find the Loyalty login: Look for the Loyalty Program login widget on the ordering site’s header/landing area.

Rewards not showing / not eligible

• Not signed in: you must log in first to see your balance.

• Minimum spend not met: try increasing your cart total; managers can change this in Rewards setup.

• Too many rewards selected: some sites limit manual rewards per order.

• Item excluded: some items/categories (e.g., fees) may be restricted from reward redemption.

• Another member already applied rewards: some sites allow only one member to redeem per order.

Gift card payment issues (online checkout)

• Where to enter a gift card: on the Payment screen, choose Gift Cards, enter the number, then Continue to see balance and Pay with Gift Card.

• Card doesn’t cover full total: when enabled by the site, split payment is offered automatically (gift card covers the remainder; add another tender).

Order status / messaging

• If instructions or status messages look wrong or are missing, the restaurant may need to adjust TD profile → Messages toggles and Save Setup.