Reference ID in customer profile disappears after closing the Square app

[mikesclub]

Is there some trick to getting the Reference ID to stick?

We input an ID, save the file, then close the app. When we reopen the app, the number is gone. Other identifying information, like birthday, stays. 

We're using our own format for the ID number (A001, A002, etc). 

Does anybody have any ideas?

[kellyj]

@mikesclub

I'd like to know a little bit more about this. Where you are saving it, if it's solely in the POS or if you are doing this in the Dashboard, and if you have a screen shot or two.

My background previously to this job was on our Directory products so hopefully I can see what is going on where the issue is.

To make sure I fully understand though- you have created a Custom Field for a reference ID and you are using a custom code that you have created for these customers. When you add it to the profile, it does not save to the profile? Is that correct?

[mikesclub]

I’m doing it in the POS.

We’re using the Square Stand with attached iPad.

From the Customers menu I choose a customer and click EDIT (in the personal information section).

At the bottom of that screen there are 3 fields: Reference ID, Birthday, and Expires. These are existing fields. I did not create them.

When I enter a string (for example A0012) into the Reference ID field, it only persists until I close the Square app. When I reopen the app, the field is blank again. The other 2 fields retain their information even after closing the app.

By the way, if I input the reference ID through the online Square Dashboard, the information does stick. I just tried that after reading your questions. That's helpful, but it would be better if I could do it all through the POS as I am adding the customer profile (with the customer standing in front of me).

Thanks so much for any assistance.

[nika]

Hi @mikesclub! Jumping in here for @ kellyj. It's really strange that the Reference ID number that you're typing into the POS app isn't saving. I just tried to do this on a demo account here and it ended up working on my end.

Could you try to uninstall and reinstall the POS app and try to enter that Reference ID number again to one of your customers? Then let me know if it works or not!

[mikesclub]

Thanks for jumping in.

Before reinstalling the POS app, I tried adding the Reference ID again, saving the profile, and then checking the same profile on the Dashboard. The data did not appear on the Dashboard. 

So I deleted and reinstalled the POS app. No fix. After adding the Reference ID, then saving the profile, then closing the app, the ID disappears. 

So I tried something else. I edited a few profiles on the POS app (by adding a letter to their last names). Then I checked the Dashboard. It did not update, even after 15 minutes. So I tried forcing an update by editing a few profiles in the Dashboard. It took quite a while before the POS updated, and only then after I made another edit on the POS. 

Eventually those other edits synced between the POS app and the Dashboard (and on the POS app I keep on my phone). But the original issue (adding the Reference ID via the POS app) still has not synced. 

So I'm going to leave the newly added Reference ID on the POS app all day (without closing the app) and see if it eventually syncs. But I don't have high hopes for that.

I'll report back if it syncs. If I don't, the problem remains.

[kellyj]

@mikesclub

Wow...lots happening here, and does sound like you're having a delay with the app relaying information to your online Dashboard.  

Lets try to make a Custom Field for the reference ID you'd like to use instead of using the one provided, and see if that consistently works for you.

Also can you tell Nika and I a little bit about the internet connection you are using? We're looking into this more, but it is definitely not functioning correctly and we may need to open a ticket.

[mikesclub]

Ok, I will try the custom field, and report back after I test it.

For internet, we have high-bandwidth fiber optic service (business account), so bandwidth is not a problem. The POS connects via wifi, and all other updates sync nearly instantly, so I don't think the internet connection is the problem.

I'll report back in a bit.

[mikesclub]

Ok, I created a custom field "Member ID", and the data I input seems to be saving properly. Not sure why the Reference ID field didn't work on the POS, but this solves my problem. Still something you guys should look into.

Thanks for the suggestion and the quick responses.

[nika]

@mikesclub I'm glad the Custom Field worked for you! But still definitely strange that the Reference ID wasn't working. If you have time, you could always call our Customer Success Team. They can dive into your account and see if there is something that might be happening that's preventing the Reference ID section from working properly.

[Sarah-LLWC]

Similarly, I have reference numbers for our members and if they order something online, the reference number is replaced with what I'm assuming is the number assigned to the order. Very frustrating.