Following an Issue You Reported

Some things you report get answered on the spot. Others need to be tracked — a bug that needs a fix, a hardware replacement, something waiting on your card processor. When support logs one of those, it becomes an issue with its own number, and you can follow it yourself instead of asking where it stands.

How an Issue Starts

There are two ways.

Support logs it for you. Report the problem the way you normally would — usually a message in your store's WhatsApp group. If it's something that needs tracking rather than a quick answer, support logs it as an issue. You'll get a short reply back in the same group with the issue number and a link, something like portal.torocigarpos.com/issue/71433. That number is worth keeping. Quote it if you call, and anyone can find your report immediately.

Or you file it yourself. You don't have to go through WhatsApp. In the customer portal, open TORO Issues and click Report a problem — see Your Customer Portal for the full walkthrough. Either way you end up in the same place, with the same number.

Opening Your Issue

Tap the link. If you're not signed in, you'll be asked to sign in first and then taken straight to the issue — you won't lose your place, so there's no need to hunt for it again afterward.

At the top of the page you'll see:

The issue number — the same one from your WhatsApp message
The title — a short description of the problem
Type — TORO, Credit Card, or With you if it's waiting on something from your end
Status — where it stands right now
Reported by and Reported on — who logged it and when

What the Status Means

There are three:

Open — someone is working on it. This covers both the TORO team and, for card issues, your processor. Anything that isn't finished and isn't waiting on you shows as Open.
Waiting on the shop to confirm — the work is done and it's back with you. This is your cue to check whether the problem is actually gone. Nothing moves until you say so.
Closed — finished, either because you confirmed the fix or because it turned out not to apply.

If an issue has bounced back to the team more than once, you'll see a note like reopened 2× next to the status. That's normal — it just means the first attempt didn't do it.

The Conversation

Below the header is a section called Conversation, running oldest to newest. Every reply shows who wrote it and when. Status changes appear in the same thread as plain lines, so you can see the whole history in order — when it was picked up, when it was marked fixed, when it came back.

Replying

There's a Reply box at the bottom. Type your message and click Post reply. It posts as you, and the team working on the issue sees it.

Underneath the box is a checkbox that controls whether your store's WhatsApp group is notified:

On a credit card issue it reads Let TORO know on WhatsApp. Worth knowing: this posts a link to the issue in your credit card group — never the text of what you wrote. So you can write freely about a charge without that detail landing in a group chat.
On any other issue it reads Send this to WhatsApp too. Leave it off for a note that only needs to be on the record.

When It's Marked Fixed

This is the part that needs you.

When the team believes they've solved it, the issue moves to Waiting on the shop to confirm and a panel appears at the top of the page:

We think this one's sorted. Is it?

[ Yes, all good ] [ No, still happening ]

Go check the actual problem first — ring a sale, print the receipt, run the card. Then answer honestly:

Yes, all good closes the issue.
No, still happening sends it straight back to the team.

You can also just reply in the thread. A reply on an issue that's waiting on you does the same thing as No, still happening — it reopens it. So if you write "still doing it, here's what I'm seeing," you don't also need to press the button.

The Three-Day Clock

You have 72 hours to answer. If nothing comes back from you, the issue closes itself.

The clock only runs while an issue is waiting on you. There's no deadline on one the team is still working, so nothing is counting down on those.

Three more things worth knowing about that clock:

Answering makes it disappear. Either button ends it, and so does replying in the thread. A reply reopens the issue, and an open issue has no timer — so the countdown doesn't say "cancelled", it just goes away.
It restarts if they fix it again. Say you tell them it's still happening on Monday and they have another go on Wednesday — you get a fresh 72 hours from Wednesday, not whatever was left of the original. The deadline always counts from the most recent time they marked it fixed.
72 hours means 72 hours, not three calendar days. An issue marked fixed on Monday evening is due Thursday evening, not Thursday morning.

So it's fine to take a busy day and test the fix properly before you answer — that's better than guessing. Just don't leave it sitting for a week.

And if it does close while the problem is still happening, you haven't lost anything. Report it again and say it's the same thing coming back — that it recurred is worth knowing in itself.

A Few Things You Won't See

Some controls on that page belong to the TORO team rather than to you:

There's no "mark fixed" button for you. That's deliberate — the side that did the work doesn't also get to certify it. Your confirmation is the check on their work, which is why the panel above exists.
You can't change the Type. If an issue was logged against the wrong team, say so in the thread and TORO will move it. That's the only route, and it's enough. When they do, the notification goes to whichever group matches the new type — so a card issue moved to TORO stops appearing in your credit card group.

If You Report Something Else

Every report is tracked separately, and there's no penalty for reporting something small — a problem you mention is a problem someone can fix, and one you don't mention is one that keeps happening.

If you're not sure whether something is worth reporting, report it. Sorting out what matters is support's job, not yours.