Can't link credit card to loyalty account.

[SVLFever]

We are having an issue where credit cards are not appearing as a linked card in the "Manage Loyalty Cards" section.

As an example:

Name on Loyalty Account: John Doe
Phone Number on Profile: 555-555-1234
Name on Credit Card: John Doe
Credit Card Number: 1234-1234-1234-1234

If John Doe purchases something for $10 using credit card 1234-1234-1234-1234 and then enters his phone number (555-555-1234) to earn rewards, his loyalty account WILL earn the rewards.

However, if I got to my Customer Directory and find John Doe, I can click his name, click the three dots next to his name, and then select "Manage Loyalty Cards"... This screen will indicate "No Cards Linked"

What does John Doe need to do to link his credit card so that it appears in this screen?

I was under the impression that he just needed to 1) use the credit card and 2) enter his phone number to earn points on the purchase, then the card would link automatically, but that doesn't seem to be the case.

[SVLFever]

@Davonte1417 Sorry to bother you, but I'm hoping you may be able to provide some thought on my post above?  Keep in mind, I'm on the a few betas, so maybe it's related to that?

[_Violet]

Hi there, @SVLFever 👋 Thanks for reaching out to us here on the Seller Community. I appreciate your patience here 🙏

I'm not sure of the answer to this one myself, so I'm going to consult with the Square Loyalty product team on this one to get the best answer for you. I'll reach back out to you here once I gather more info!

In the meantime, I'll also tag a few of our Square Champions who use Square Loyalty to see if they can lend a hand here: @anucrown @BlackAngelDsgns @CactusQuilter @MAXSDELI 

[SVLFever]

Thank you @_Violet !

[SVLFever]

@anucrown  @BlackAngelDsgns @CactusQuilter @MAXSDELI  @_Violet 

After testing some more, it appears that issue is account specific.  We can do it with one account and the cards link but then try a second account and the cards don't link.

[Summer2024]

Hi @SVLFever ! 

@isabelle  reached out to me and let me know you were inquiring back on this issue. Can you give me anyone specific this is occurring for so I can pass it along to our engineers? I want to be as detailed as possible here in getting this issue resolved. 

[SVLFever]

@Summer2024 

One account that it is happening to is 'Brian Kleinknecht'. He is also the GM of my facility and actually called to report the issue on 10/8/2024.

To summarize the call, the customer support rep asked Brian to record and email a video of the issue, which he did. In the video he explained what was happening, step-by-step. When he heard back from the support rep, they said that they had spoken with the engineering team, showed them the video, and that the engineering acknowledged that it was, in fact, a bug and that a ticket would be opened, with engineering, to have it fixed.

This was nearly 2 1/2 months ago and we haven't heard back nor has the issue been patched.

We don't have the video anymore, but I am wondering if you can look through tickets that were started on 10/8/2024 to try to find it.

Brian never received a ticket/reference number for the issue, but this was located at the bottom of an email that the support rep sent to Brian: ref:!00DE00Y7ru.!5004W02fLWFC:ref

We can remake the video if needed, as the issue is easy to replicate, just let me know.

Hope this all helps!

[Summer2024]

Thank you for the info @SVLFever ! 

I was able to do some digging and find the video. I will get this over to engineers and be sure to stay on top of it. I am so sorry for the delay here and appreciate your patience. 

[Summer2024]

Hi, @SVLFever ! 

After finding the link to the video yesterday, engineers are telling me when they go to the link, it is an empty google album. I went and I find the same thing. I may need you to resend the video.

[SVLFever]

I'm checking @Summer2024 .   My GM Brian uploaded the video and he'll be here in a couple hours.

[SVLFever]

@Summer2024 

Brian just wrote back to me and said this, "After the engineering team watched the video in October, confirmed that it was a bug, and said that a ticket was being opened, I deleted the video from my Google Drive.  I assumed they had downloaded a copy for their own records.  I can record a new video today and upload it."

[SVLFever]

@Summer2024 

We have another video link ready for you.  Where can I send it to?

[Summer2024]

You can add it to this thread or send it to me on here via DM!

[SVLFever]

You should have it now.  Let me know if you do not.

[Summer2024]

Hey there, @SVLFever 

Engineering has passed this info along: 

We won't link cards for any phone number associated with the seller or their employees. This is to prevent one form of potential fraud (buyer leaves the POS before enrolling, employee enters their phone number, future purchases are accrued to the employee's loyalty account).

Do you have any happenings of non-employee cards not being linked? If so, they can take a deeper look! 

[SVLFever]

@Summer2024 

This is good to know and it is a nice security feature. However, is that in any of the literature?  It would be nice if there was a warning message in the "Manage Cards" screen that would indicate this, to avoid confusion.

With that being said, we have staff members that have linked credit cards to their loyalty accounts, despite their loyalty phone number and the phone number in their Team Member profile being identical.  The security feature should have prevented this from happening, right?

I believe that we do have customers that are not able to link their credit cards to their loyalty account but I can't think of any names off of the top of my head.  I'll let you know next time I see it.

[Summer2024]

@SVLFever - thanks for this info! To protect your employees, can you send me some of the names that have this going on in a private message? Thanks.