Customer Directory>>Filter>>Loyalty Doesn't Pull Up Records that Have Loyalty Stars

[KatieA]

This happens a lot.  Today a customer came in and after checking out it displayed his accumulated stars.  We needed to adjust the number.  When you go to Customer Directory>>filters>>Loyalty and sort by most recent and the customer record doesn't show up.  When I go back to the transactions it shows a telephone#.  If I search for that telephone# then the record is available for update.

For other instances the customer has multiple records with the same phone#.  If I search for their specific name and roll thru the mulitple records the loyalty stars are on one of those records.  Is there another way to display every record that is enrolled in the loyalty program with the # of stars so you can reach out to customers who are near to hitting the requirement for their discount.

Thanks!

[kellyj]

@KatieA

Thanks for your message. I'm sure this is frustrating. The first thing we'd really want to look into is your devices. Reporting issues like this boil down to updates that need to be installed.

Your iOS on a should be 12.0 or higher, and the Square App should be the most recent version. Currently you should see 12.3/App version 5.12.1 (as of 5/21/2019) If you happen to not see updates on your devices and it's running less than 12.0, you'll need to upgrade the device for full compatibility.

Multiple records with the same phone number is indicative of Hardware/Software that has not been updated and subsequently causing errors.