Loyalty Redemption Causing Square Register Crash

[K-dawg-69]

All our teams are reporting issues with Loyalty redemption this morning.

There's an issue going on with Square, when the customer uses their card to access their loyalty and use the points our side of the till freezes and we have to reset the till, but the points are taken from them even though the transaction is not complete.

Was a software update pushed out that has caused this issue? And is there a fix?

[Lou8 · Accepted solution]

Hi @K-dawg-69 , thanks for posting on the Community.

I haven't seen reports of similar issues with Loyalty and Square Register. I'll double check on my end, but in the meantime I suggest trying some troubleshooting steps:

• Make sure your device’s date and time are accurate in ≡ More > Settings > Hardware > General > Date and Time.
• Make sure your device has the latest software ≡ More > Settings > Hardware > General > About Square Register > Software Update.
• Restart the Register.

If these steps don't resolve the issue, the next option would be to perform a factory reset. Make sure to read this support article before you proceed though. 

If you're still experiencing this issue after the reset, I invite you to contact our Support Team directly by email or phone so they can escalate this to our engineering team for further review.

Let me know how you get on.

[CA-K]

Hello @Lou8. We have been through the update process several times. Square developers were sent several diagnostic reports from our locations and have confirmed there is an issue preventing us from using Loyalty.

These reports were sent in last week. But as of today the issue has not been resolved.

[Lou8]

Hi @CA-K,

I'm sorry to hear your issue hasn't been resolved. I understand this would be a frustrating experience. 

I can assure you that our engineering team diligently works on resolving cases like yours. However, it's hard to provide a timeframe for a resolution as it depends on the complexity of the problem.

Unfortunately, we don't have access to your account information on the Community to check for updates. I suggest keeping all communication on your main case, and the team member assigned to your case will update you directly once they've found a fix. 

Thank you for your patience.