Your Store Security Code

TL;DR

Your store has a five-digit code that only you and TORO can see. When somebody calls saying they're TORO Support, they tell you the code and you check it against your screen. If it doesn't match, it isn't us — hang up. You never read the code out loud to anyone, ever. Find it under Help ▸ View Security Code, or on the Dashboard under the Store tab. It changes on its own every 15 minutes.

Here's a problem every shop with a POS eventually meets: the phone rings, someone says they're from TORO Support, and they need you to do something. Read them a number. Click a thing. Let them onto the computer.

Most of the time it really is us. But you have no way to know that, and "sounds like they know what they're talking about" is exactly the skill a scammer sells. The people who do this for a living are good at it, they're polite, and they call shops like yours because a cigar store has card terminals, customer records and cash.

So we gave you a way to check.

How it works

Your store has a five-digit code. You can see it on your own register. TORO Support can see it too — and nobody else can.

When we call you, we say the code first. You look at your screen. If the numbers match, you're talking to TORO. If they don't, you're not.

That's the whole thing. One number, checked in three seconds, and the most common way shops get talked into something expensive stops working.

Where to find it

Two ways, whichever is closer:

Help ▸ View Security Code in the menu along the top.
Dashboard ▸ Store tab ▸ View Security Code.

Either one opens a window with the code in large type, and a line underneath counting down to when it changes.

The rule, and it only goes one way

Never give this code out. Not to anyone, for any reason.

We will never ask you to read it to us. We already have it — that's the entire point. Anyone asking you to say your code out loud is telling you they can't see it, which tells you exactly who they aren't.

So:

✅ They tell you the code. You check it.
❌ You tell them the code.

If somebody pushes back on that — says they need you to confirm it, or that their system is down, or that they'll read the first three digits if you read the last two — that's the moment to hang up. A real TORO tech will never put you in that position, because a real TORO tech can just read it off their own screen.

If the code doesn't match

Hang up. You don't owe a cold caller an explanation.

Then call TORO on the number you already have — the one on your invoice, in your email, or in this manual. Don't call back on a number they gave you. If it really was us, we'll pick up and carry on.

Nothing bad happens by hanging up on a real support call. Quite a lot can happen by staying on a fake one.

It changes by itself

The code rolls over every 15 minutes, and the window shows you how long the current one has left.

That means a code somebody overheard last week is worthless, and it also means a code can change while you're on hold. If the tech reads you a number that doesn't match and you've been waiting a while, open the screen again before you decide anything — you may simply be looking at an old one.

Making a new code on purpose

There's a Generate New Code button if you want a fresh one immediately — worth doing if you think someone saw your screen, or if a customer was standing where they could read it.

One thing to know: the old code stops working the instant the new one is made. If TORO Support is reading you a code at that exact moment, it'll stop matching and you'll think you're being scammed when you aren't. If you're mid-call, finish the call first. TORO asks you to confirm before it changes anything, for exactly this reason.

Who can see it

Anyone who can get to the Help menu or the Dashboard. That's deliberate — the person who answers the phone is often not the owner, and they're the one who needs to check the caller.

It's safe to leave it that way. Seeing the code doesn't let anyone do anything; it only lets them check somebody else.

When you'll see it

This screen arrives with your next TORO update. If View Security Code isn't in your Help menu yet, it's on its way — nothing needs switching on, and nothing needs setting up.

Until then, the old advice still stands: if a caller wants you to do something you weren't expecting, hang up and call us back on a number you already had.